We have all contemplated purchase of a new high-definition display. High definition is one of the hottest topics in our industry today. With a seemingly endless selection to choose from, it is important to understand what drives our decisions. In the lodging industry, the only driving force should be guest expectations.

The Consumer Electronics Association estimates that by the end of 2005, high-definition displays had penetrated nearly 20 percent of all U.S. households and 49 percent of all householders were considering a flat panel display for their next television purchase. It is estimated that by 2010, annual sales of flat panel displays will near $72 billion.

Generally, guests don't care which brand of TV you have in your property, whether content is delivered to the room over IP or RF or whether you have cable or satellite. No one has ever received a call from a guest asking if they have X brand TV or if their content provider is brand D.

GUEST EXPECTATIONS

But guests do ask whether you have high-speed Internet access, high-definition TVs and comfortable beds. They assume that you, as a general manager, IT professional or owner, have already made the right technology decision. The first step in any technology implement ation is to find out what your guests want today and what they will want in the future. Additionally, evaluate what your competition is doing. Will they win that customer because you delayed your implementation or will you continue to satisfy your guests and enhance your customer base?

The next step is to make a technology plan. The entire team should be involved. General managers, owners, IP professionals, engineering staff and designers are all stakeholders in the technology decision. Don't expect them to be experts. In fact, it is probably better if they are not experts because they will more likely be able to empathize with the guest. And all the guest wants is user-friendly technology.

FCC TO THE RESCUE?

Almost. A Federal Communications Commission mandate intends to promote over-the-air high-definition delivery to the average U.S. household. The mandate requires that every television sold in the U.S. that has a National Television System Committee (NTSC) tuner must include an Advanced Television Systems Committee (ATSC) tuner, even though the televisions may not be able to display the HDTV resolutions. These tuners are used to receive over-the-air broadcast of your local channels. (HD-ready sets, usually sold as monitors, are not required to include ATSC tuners.) The ATSC tuner mandate has three key dates:

• As of this March 1, all TVs 25 inches or larger must include an ATSC tuner

• As of March 1, 2007, all TVs must include an ATSC tuner

• As of Feb. 17, 2009, the mandate says analog broadcasts, NTSC over the air, will be turned off.

This mandate has had an adverse financial impact on the lodging industry. The 27-inch analog TVs purchased just a few months ago now cost $70-$100 more, and can't deliver a beneficial return on the increased investment. At the same time, several major in-room entertainment providers are using the ATSC tuners in high-definition plasma and LCD displays to enable delivery of encrypted high-definition satellite and video-on-demand (VOD) content to the guestroom.

DECISIONS GETTING EASIER, BUT…

Standards are starting to solidify. Most major stakeholders in the industry have set their technology- and product-migration paths to support HDTV and digital rights management. Content providers are offering HD solutions. In-room entertainment companies will feature IP and RF delivery systems for high-definition VOD. Plasma and LCD display manufacturers offer lodging industry-specific models.

Many industry resources can help you find solutions that are right for your guest. Attending trade shows like HITEC or the HOT-Hospitality Operations and Technology conference can help you grasp the technology migration paths.

At the end of the day, what matters most is that your guests are impressed with in-room televisions that display vivid content and offer more movie choices than ever. Those will keep them coming back.

---

Randy S. Moore is a founder and principal of Guestroom Solutions, a provider of project management, integration and installation services and product solutions for in-room technologies to the lodging industry. Call him at 847-748-2565 or e-mail Randy@guestroomsolutions.com.

CUSTOMER RELATIONSHIP MANAGEMENT

	Enterprise CRM	Guest recognition	Loyalty program management	Database marketing systems	Rapid response	Guest satisfaction survey tracking	Concierge tracking	Lost and found	Package tracking	ASP (hosting subscription model)	E-mail marketing	PMS and CRS interfaces	Online profile updating by guest	Other
AltiusPAR			•							•
Blue Square Studios	•	•		•	•	•				•	•		•
Booking Center												•
Brother International Corp.								•
Card Scanning Solutions		•	•	•								•
Cendyn	•	•	•	•		•	•			•	•	•	•	•
Clairvoyix	•	•	•	•		•	•			•	•	•		•
Concierge Assistant		•					•	•	•			•		•
Datavision Technologies	•			•		•				•
Digital Alchemy	•	•	•	•	•	•	•			•	•	•	•
Dovarri	•	•	•	•	•	•	•	•	•	•	•	•	•	•
Epicor Software	•				•						•
Extenway Solutions	•	•	•			•
Gatesix				•							•	•
GoConcierge.net		•					•	•	•
Green Suites International		•	•	•		•			•		•
GuestWare	•	•	•	•	•	•		•	•	•		•	•
IDT Group	•	•	•	•	•	•	•			•	•		•
Innes Systems					•			•	•
Intellix Media			•						•		•
Intouch Digital Systems												•
IQWare		•	•	•	•	•			•		•	•
Lodging Interactive				•		•					•
Metromedia Software		•	•		•	•	•	•	•	•	•	•	•
Micros Systems	•	•	•							•		•	•
M-Tech					•					•
Multi-Systems Inc.		•	•	•
Northwind-Maestro	•	•	•	•	•	•	•	•	•	•	•	•	•
PAR Springer-Miller Systems	•	•	•	•			•		•		•	•	•
Passkey										•	•	•
PriZem International	•	•	•	•		•	•	•
RedSky IT	•	•		•								•	•
ResortSuite	•	•	•				•				•		•
Shift4 Corporation												•
SoftBrands			•	•		•	•	•	•		•		•
SynXis										•	•	•
Topaz Hotel Services						•					•	•
TravelCLICK											•	•
Unifocus						•				•				•

REVENUE MANAGEMENT

	PMS interface	CRS interface	Revenue optimization	Sales & catering interface	Distribution channel management	Distributed at property level	Central database	Application service provider	Optimization by distribution channel	Other
AltiusPAR		•	•	•	•		•	•	•
Amadeus Hospitality Business	•	•	•			•	•	•	•	•
Aptech Computer Systems										•
Bartech Systems Int'l			•	•
Booking Center	•	•			•	•
Capton			•
Clairvoyix	•		•	•	•	•	•	•	•
CondotelWare	•		•
Datavision Technologies	•	•		•		•		•
Global Card Services	•							•		•
IDeaS	•	•	•	•	•	•	•	•	•	•
IDT Group							•
IQWare			•	•		•	•
Micros Systems	•	•	•	•	•	•	•	•	•
Northwind-Maestro	•	•	•	•	•	•	•	•	•
Secure-Res	•
Shift4	•						•
TravelCLICK										•
Unifocus	•							•

POINT OF SALE

	Hand-held	Purchasing interface	Labor scheduling	Menu analysis	Table management	Retail module	Touchscreen terminals	Integrated f&b accounting	Cost control	Bar-coding module	Credit-card processing	Multi-property consolidation	Sales & catering integration	F&B Management	Restaurant reservations	Other
Amerisafe Industries		•					•								•
Argon Technologies																•
Bartech Systems Int'l								•						•
Booking Center										•	•
Culinary Software Services	•			•					•	•			•	•
Epicor Software		•		•		•		•				•		•
Extenway Solutions													•		•
Four Winds Interactive							•									•
Hotel Information Systems	•	•	•	•	•		•	•	•	•	•	•		•	•
InfoGenesis	•		•	•	•	•	•			•	•	•		•	•	•
Innes Systems		•				•	•				•
IQWare		•	•	•	•	•	•	•	•	•	•	•		•	•
Keylink Solutions											•
Micros Systems	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•
Multi-Systems Inc.	•					•	•	•			•
Northwind-Maestro	•			•	•	•	•	•	•	•	•	•	•	•	•
PAR Springer-Miller Systems	•	•			•	•	•			•	•	•			•
ResortSuite	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•
Sharp Electronics	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•
SoftBrands	•			•	•	•	•	•	•	•	•			•	•
Sprint Nextel																•
Visual One Systems	•				•	•	•				•			•	•

SYSTEMS INTEGRATION/DATA MANAGEMENT

	ASP installation	Standalone installation	ASP and standalone installation	Enterprise consolidation/viewing	Data cleansing	Data mining	PMS connectivity	CRS connectivity	GDS connectivity	IDS connectivity	Web booking engine connectivity	Sales & catering connectivity	Two-way reservations interfacing	Customizable reporting	E-folio services	Financial operations reporting	Business operations reporting	Other
Adaco Services	•	•
Agilysys		•
AltiusPAR													•
Amadeus Hospitality Bus.	•	•	•	•	•	•	•	•						•			•	•
Aptech Computer Systems	•	•	•	•	•	•	•							•		•	•	•
Bartech Systems Int'l				•			•									•	•
Birch Street Systems	•				•	•
Blue Square Studios	•				•	•	•	•			•	•		•	•	•	•
Booking Center	•	•	•				•	•	•	•	•		•	•		•	•
Capton				•		•								•			•	•
Cendyn	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•
Clairvoyix	•			•	•	•	•	•						•
Data Plus				•												•
Epicor Software	•	•	•			•								•		•	•
Extenway Solutions		•					•				•			•	•	•	•
FSR																		•
Gatesix											•
Global Card Services	•		•	•		•	•				•	•		•		•	•
Guestroom Solutions		•																•
GuestWare			•	•	•	•	•	•	•		•					•	•
Hotel Information Systems	•	•	•	•	•	•	•	•	•	•	•		•	•			•
ICSS		•								•	•			•
IDT Group	•				•	•	•	•	•	•	•	•	•	•	•	•	•
InTouch Digital Systems							•
IQWare		•		•		•	•	•	•	•	•	•	•	•		•	•
Janus Digital Displays																		•
KABA Lodging Systems		•					•
Lodging Interactive	•		•					•	•	•			•
Multi-Systems Inc.	•	•	•			•	•	•			•	•	•	•	•	•	•
Northwind-Maestro	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•
nSTREAMS Technologies							•								•
Passkey							•	•
Pegasus Solutions	•						•		•	•	•		•	•
PriZem International					•	•								•		•	•
RedSky IT	•	•	•	•		•	•	•	•	•	•	•	•	•	•
Shift4	•			•			•				•					•		•
SynXis								•	•	•	•		•	•
TIG Global											•
TravelCLICK							•		•	•			•

INTERNET TECHNOLOGY

	High-speed Internet access via CAT5	High-speed Internet access via xDSL, HPNA or similar	High-speed Internet access via wireless	Integrated voice/data lines	Proprietary ISP	PMS interface	High-speed Internet via CAT3	Participation in a wireless roaming network	Bandwidth shaping tools	Intrusion detection services	Other
Agilysys						•
Argon Technologies					•				•
Brandstand Products											•
Comcast	•		•			•
Digital Alchemy						•
Eleven Wireless											•
Extenway Solutions	•		•			•
Fire2Wire	•	•	•		•						•
Four Winds Interactive											•
Global Card Services						•
Goodman Company/Amana											•
GuestDirect											•
Guest-Tek				•
iBAHN	•	•	•	•	•	•	•	•	•	•
Innes Systems						•					•
KABA Lodging Systems						•
Keylink Solutions	•		•	•		•	•
LodgeNet Entertainment	•	•	•			•			•	•	•
Merlot Communications	•		•	•			•
NEC Unified Solutions				•				•		•
nSTREAMS Technologies	•		•			•		•
NXTV	•		•				•
Pegasus Solutions						•
RedSky IT	•		•	•		•
RoomLinX	•	•	•	•	•	•	•	•	•	•
Shift4						•					•
Sprint Nextel	•	•	•	•	•	•	•	•	•
StayOnline	•	•	•	•	•	•	•	•	•	•
SuiteSpeed	•	•	•			•		•
SVI Systems	•	•	•				•
SynXis						•
TeleAdapt											•
Teledex	•	•	•	•		•	•		•
Telkonet			•								•
Time Warner Cable	•	•	•
US LEC	•		•	•	•	•	•
Wayport	•		•	•		•		•	•		•

SAFETY AND SECURITY

	Locking system (magnetic stripe reader)	Locking system (optical)	Locking system (smart card)	Encoder	Infrared activation	Interrogator	Guestroom security panels	ADA compliance	Smoke, fire, heat detectors	Energy mgmt interface	Keyless system	Front desk controller	Wireless card access	Guestroom safes	CCTV surveillance	Provisions for handicapped alarm/evacuations	Remote trouble/alarm stations	Biometric	Mobile safe banks	Other
Amerisafe Industries	•		•				•	•		•	•			•					•
Card Scanning Solutions																		•
Digital Alchemy																				•
Dometic Corp.														•
Energex							•			•
Hospitality Safe Corp.														•
INNCOM International					•					•
IQWare										•
KABA Lodging Systems	•		•	•				•			•	•		•
Lodging Technology					•		•
Lorica Solutions																				•
Minibar Systems														•				•
Mintek Mobile Data Solutions																				•
MIWA Lock Co.	•		•	•	•	•		•			•		•	•				•
Onity	•		•	•						•				•
RedSky IT															•
Safemark Systems														•					•
Saflok	•	•	•	•	•	•		•		•	•	•	•	•				•
SVI Systems															•
Timelox	•	•	•	•		•		•		•		•		•
Toner Cable Equipment															•
VingCard Elsafe	•	•	•	•		•		•				•		•

SALES AND CATERING

	Integrated	Trace and contact history	Mailing engine	Corporate account consolidation	Remote access	Auto. gen.: contracts, banquet/event orders, other	Group rooms blocking	Group history	Function book	PMS Interface	Central database	Distributed at property level	Web/browser-enabled	Lead exchange-Internet	Multi-property functionality	E-proposal	Single-image database integration to property/group modules	Room diagram integration	Transient business	Property /Corporate Reporting	Contact management	F&B management	Other
Adaco Services											•		•		•						•	•
AltiusPAR	•	•			•	•	•	•	•	•	•		•		•		•		•		•	•
Birch Street Systems													•									•
Capton						•																•
Card Scanning Solutions	•									•	•		•								•
Culinary Software Services																						•
Digital Alchemy			•																				•
Epicor Software				•																		•
Four Winds Interactive																		•
Gatesix													•
Innes Systems	•	•	•	•	•		•	•	•	•	•		•			•	•	•	•	•	•	•
Intellix Media													•			•							•
IQWare	•	•	•		•	•	•	•	•	•	•					•	•	•	•		•	•
Janus Digital Displays	•									•													•
KABA Lodging Systems										•
Micros Systems	•	•	•	•	•	•	•	•	•	•	•	•	•	•	•		•	•	•	•	•	•
Multi-Systems Inc.	•	•		•	•	•	•	•	•	•							•		•	•	•	•
Newmarket International	•	•		•	•	•	•	•	•	•	•	•	•	•	•	•	•	•		•	•
Northwind-Maestro	•	•	•	•	•	•	•	•	•	•	•	•	•		•	•	•	•	•	•	•	•
Passkey					•		•	•		•
RedSky IT	•	•	•	•	•	•	•	•	•	•	•	•			•	•	•			•	•	•
ResortSuite	•	•	•		•	•	•	•	•	•	•				•				•	•	•	•
Secure-Res														•	•						•
Shift4										•
SoftBrands	•	•	•		•		•	•	•	•						•	•		•
TIG Global																•						•
Visual One Systems	•	•			•		•	•	•	•	•	•					•		•		•	•