Nine High-Tech Trends Reshaping Restaurant Kitchens

Summary

     Lisa Terry, Contributing Editor for Hospitality Technology discusses nine areas where technology trends are changing how restaurant kitchens operate.  Integration of data to and from the kitchen display system and other applications is something Radiant Systems is working on with the eventual hope of being able to condense all data from inventory tracking to a customer’s history to provide better service.  This would then provide increased visibility for accurate and real-time reports of every level of operation in the restaurant.  Innovations in KDS will allow for a better view of what prep time is needed as well as for the bar.  As for web connectivity, “In tomorrow’s kitchen lots of info will come from corporate systems or the cloud, from cook time updates to Web orders to HD prep videos”.(Terry, 2011)  KDS to deal with the need, and potential requirement, to provide nutritional and allergy information of food served at restaurants is something Digital Dining has started testing.  Customers both for seated service and take-out need to have this information available to them and this one day may be via guest devices of a sort.  Increasing the communication with the front of the house will be through technological devices rather than human contact.  Table devices, texting, and integrated application will all be used for this.  Technology needs to converge with the food equipment so that if something is not at the correct temperature there are others aware of it via integrated systems.  For sustainability, the trends head toward no more paper use and vigilant energy savings.  The last high-tech trend Lisa Terry discusses is the inventory part of running a restaurant.  If we have the information on each dish’s ingredients and what dishes were produced there should be an accurate inventory of each item and ordering will then be accurate.

Reflection

     The high-tech changes and enhancements being made for the restaurant kitchens are so exciting.  The biggest factor is the integration of information for all of the various facets of a restaurant.  From a customer’s point of view, integration of applications and increased visibility would help to rectify any past unpleasant experiences and increase the likely-hood that things will go smoother and more accurately this time.  Customers will also be able to access nutrition and allergy information which can help people to make better choices and also avoid any potentially harmful dishes.  It will probably be required in the near future, and people should be aware of exactly what they are consuming, including mixed drinks.  I am impressed with the advances that will allow restaurants to track the ingredients used in a dish, time to prepare the dish, and temperature each station is at.  To me this means more consistency, accuracy, and safer food products.  By the time I have my own establishment I can track and manage my inventory, prep time, and employees as efficiently as possible.  With the integration and web connectivity of the systems, reports will be up-to-date and as accurate as possible.  This means less waste so more profit over-all.

    Terry, Lisa. (2011, April 8). Nine High-Tech Trends Reshaping Restaurant Kitchens.  Retrieved April 8, 2011, from Hospitality Technology http://hospitalitytechnology.edgl.com/top-stories/Nine-High-Tech-Trends-Reshaping-Restaurant-Kitchens72036

Are Smartphones Winning the Hotel Check-In Debate?

Summary

     Gustaaf Schrils, Vice President for Global Technology, Americas, IHG discussed the way the hospitality industry is using technology to improve the process customers must follow to check-in and check-out of hotels.  The current debate is between using kiosks or Smartphones.  Schrils briefly explains the various issues with kiosks like cost, constant need for upgrades, and they have limited flexibility to make changes to a guest’s reservation.  With the main focus on the customer’s satisfaction and needs it seems that should be an app for that.  Schrills explains how InterContinental Hotels Group has now implemented a mobile-based front desk bypass solution that will give guests’ options for check-in.  Guests’ of course can still go to the front desk and check in to receive a standard room key or they can use their cell phone to open the door.  This technology works by the hotel sending the guest a text message containing their room number and a phone number to call when they get to the room door.  When they call the number, and their cell phone number validates, a tone will play that when held to the door lock will unlock the door.  The future holds the possibilities that “someday the check-in process can be streamlined by an app that interfaces with a scanner and verifies the guest’s identity, allowing them check-in with an eWallet before they arrive at the hotel”(Schrils, 2011).

Reflection

     The current advances that are being utilized in the hotel industry is just a start.  Being able to go directly to a hotel room without having to see a kiosk or front desk representative is a great advance for speed and convenience on the guest-end.  Customers need applications that are easy and require little or no training to successfully use.  There will always be need for the front desk as some people do like the personal face-to-face time.  As for the use of Smartphones to expedite the check-in and check-out process, I find the possibilities endless.  There is nothing worse than having to catch a plane and being held up in the check-out process at your hotel’s front desk.  How much easier would it go if you had the option of checking-out from your Smartphone on the way out of the room and to the airport?  Or the time saver of  being able to make and confirm a reservation on the way to the hotel as well as check-in as you open your room door when you are tired from traveling or running late.  Hopefully in the future we can use our Smartphones to handle the entire check-in and check-out processes while verifying a guest’s identity and providing security from identity theft. 

    Schrils, Gustaaf. (2011, March 15). Are Smartphones Winning the Hotel Check-In Debate.  Retrieved from Hospitality Technology http://hospitalitytechnology.edgl.com/top-stories/Are-Smartphones-Winning-the-Hotel-Check-In-Debate-71375

What’s new in POS Hardware

Summary

     Tammy Mastroberte, Contributing Editor for Hospitality Technology discussed the latest advances to point-of-sale (POS) hardware.  Mastroberte starts off with a brief overview of the current hardware used like smartphone devices with attached card readers.  Starbucks is already using POS terminals that allow the customer to pay from their own smartphone.  This article lists and gives a brief overview of six POS terminals and two mobile POS devices.  Fujitsu America offers two new models that offer almost half the footprint and lower power consumption and can also be configured to run as a server with the ability to support multiple applications and terminals.  Logic Controls developed an all-in-one POS system that has an incorporated fingerprint reader.  MICROS System offers an all-in-one PC based workstation featuring a wide operating temperature, spill resistant case, and integrated magnetic card reader.  NCR Corp. came out with two new all-in-one POS systems.  The first has an energy efficient processor and runs the latest graphical touch-based operations.  The second system is designed for small/medium sized businesses is energy efficient without requiring a fan.  PAR Technology has two that offer shock and spill resistant covers.  The smaller model has an integrated card reader.  Radiant Systems, Inc. now offers a value-priced terminal with lower energy consumption.  Mastroberte discusses two new mobile POS payment stations.  Action Systems, Inc. and Verifone Inc. both have portable card readers.  Mastroberte closes the article with discussing a few of the numerous printers that are new to the market.  They all are addressing the issues of speed, dust and spill repelling, and versatility. 

Reflection

     The advances in POS terminals and payment hardware is amazing and yet worrisome.  My main concern is the customer being in control of the payment submission.  It is difficult enough for the trained staff to rectify a computer issue when they are the one that entering the transaction.  I can also foresee many unnecessary bank fees for these errors as the number of incorrect credit card charges increases.  Banks already are attempting to make up for the fee losses the new government regulations created for them and this situation shows strong potential for increasing the interaction with banks.  Aside from my concern about fees, the new technology does make me excited for my future in the Hospitality industry.  I can envision the need for many of the new advances I can utilize when operating my future hotel.  The new shock and spill resistant casings along with the smaller and more appealing look of the new terminals will make for a more inviting look in both the dining rooms and the open common areas.  The portable payment units will make impulse purchases easier and hopefully increase revenue.  The biggest advance in my opinion is the PC compatibility offered.  This will streamline the transfer and computation of data to provide a much more “real time” look at everything from inventory to profit.  Improvements in POS hardware will make the staff more efficient, the service quicker, and hopefully everything will happen at a quicker pace.  This all will provide increased revenue through increased customer satisfaction.

Mastroberte, Tammy. (2011, March 03). What’s new in POS Hardware.  http://hospitalitytechnology.edgl.com/top-stories/What’s-new-in-POS-Hardware-70775

Electronic Communication Tools: Top Pitfalls Affecting Hotel Staff Efficiency

Electronic Communication Tools: Top Pitfalls Affecting Hotel Staff Efficiency

Summary

     Glenn Withiam, Director of Publications with Cornell Center for Hospitality Research discusses e-mail, its use and impact on the hospitality industry.  The article is based on a study by Brownell and Newman on six formats for electronic communication.  These included document sharing, intranets, instant messaging, discussion groups, wikis, and blogs.  The document sharing format of email was the format that most chose to focus on.  Withiam states that the email control issue seems to have two pieces.  First is time spent and second is appropriate use.  Grammar, tone, and clarity are also topics for concern both in emails received and sent by mangers.  It seems that hotel managers were also very relaxed in their timeliness of their responses to emails.  In the Brownell and Newman study of 100 hotel managers they were asked what the biggest email challenge was for them.  The majority responded that they received too many emails.  Also, they found that being copied on an email just for “FYI” was found to be the most unwanted of the emails.  The study also found that two to five hours a day was the average time spent on emails by a manger.  Withiam does state that Brownell and Newman expect e-mail volume to decline.

Reflection

     I found this article shocking to say the least.  The way it portrays the inability of today’s hotel managers to use e-mail quickly and efficiently does not seem possible. The hotel industry is mostly face to face, but that does not mean that the managers do not know how to use a computer.  Basic email use is part of today’s society and by the time you are out of school to be a manager at a hotel you have taken many courses on e-mails, grammar, and tone.  I think Withiam was looking at the hotel managers of yesterday and I am very curious as to the when and who of the study.  Brownell and Newman may done a study of 100 hotel managers but I think that may be a very low number in relation to how many hotels are in the United States of America.  With the technology friendly society we have today I find it extremely hard to believe that instant messaging and text messaging aren’t much more prominent than this article portrays.  Hotel managers should be in contact with their staff at all times. As my plan is to open a hotel, my manager will be able to staff via cell phone or text message at all times.  I can see times when emails are necessary for certain things, just as face to face is also still needed, but a quick text message can get a question asked and answered in a matter of a few minutes.

Withiam, Glenn. (2010, March 30). Electronic Communication Tools: Top Pitfalls Affecting Hotel Staff Efficiency.

 http://hospitalitytechnology.edgl.com/top-stories/Electronic-Communication-Tools--Top-Pitfalls-Affecting-Hotel-Staff-Efficiency55213

Will Guestroom Locks Ever Get Smart?

Will Guestroom Locks Ever Get Smart?

Summary

     Tammy Mastroberte, Contributing Editor for Hospitality Technology discusses three different options for guestroom locks (Mastroberte, 2010).  Magnetic Stripe is described as the most affordable and common yet demagnetization is a great concern.  While the cards can be used for tracking all activity in the hotel the mechanical parts of the readers require maintenance.  RFID (Radio Frequency Identification) is the next solution and Mastroberte described it as the most likely to succeed.  The cards can be reprogrammed for repeat visitors so you receive a text message with your room number and you loyalty card will automatically be reprogrammed, thus eliminating the need to check in upon arrival.  Two cons are that the card needs to be held close to the reader and if the reader’s battery is low it may not be able to pick up the signal.  This system is more expensive to install, but the readers can be equip with override feature so it may be used as a mag stripe also.  The RFID also opens the way for Wireless control which Mastroberte considers the most versatile option.  Wireless will allow both mag stripe and RFID cards to be used for tracking and billing through the entire property.  The wireless will also enable a signal to be sent from the RDIF machines to notify low battery thus solving one of the biggest issues with the RDIF system.

Reflection

     The traditional magnetic stripe entry card for hotel rooms being so widely used still shocked me. I would think the transition to RFID cards would be more common.  The ability to reprogram the cards for repeat customers and to limit access to various different areas in the facility is a very useful. This would enable all areas of the property to be controlled by the same cards and guests that do not have clearance for certain areas will not be able to gain entry. I can envision this technology being used in a large variety of ways in my hospitality future.  RFID along with Wireless Control is the best way to go.  Each guest can customize their room controls prior to arrival and their RFID card will be programmed to work appropriately. I will be able to track all of the guest’s activities within the property. This will be helpful for reporting purposes as well as for comprehensive billings.  While technological advances make things run smoother and more simply, I must give pause to the possible security issue. It seems quite plausible for someone to be able to figure out a way to reprogram the cards to gain access.  This may not be probable, but it will be a security issue that must be addressed in the future.

Mastroberte, Tammy. (2011, February 14). Will Guestroom Locks Ever Get Smart?.  Retrieved  February 27, 2011, from Hospitality Technology http://hospitalitytechnology.edgl.com/top-stories/Will-Guestroom-Locks-Ever-Get-Smart-67078

Next-Gen Kitchen Technology

Next-Gen Kitchen Technology

Summary

     Christina Volpe, Associate Editor for Hospitality Technology discusses some benefits provided by the technological advances in the foodservice industry (Volpe, 2010).  The new wireless capabilities of the POS terminals provide portability while the improved operating software streamlines data and can be useful in all types of restaurants.  This will improve accuracy for inventory, usage, and employee scheduling.  Christina Volpe then goes into the advances made in the kitchen for Quick Serve establishments like 54^th Street Grill.  Using a timing router works by sending each menu item request to the appropriate station in proper timing for all items to be served at the same time.These systems record the time orders are sent to the stations and when they are completed so you can see if there is a staff member that is not efficient enough.Technology is assisting in the flexibility of our work environment in the kitchen by use of the kitchen display systems and management software by not only controlling the timing of items to be sent to the kitchen for prep but also allowing the kitchen to view the data from all locations and not one fixed point.  Some of the software also enables the kitchen to begin preparing as the customer’s order is being entered into the system.

Reflection

     The technological advances being made in the kitchen are astounding.   The wireless POS machines will be a great advantage for me in the hotel industry.  Having the stations be portable helps when working and organizing the restaurant floor for awkward numbered groups or if one of your facilities is having or will be having a very busy seating.  The biggest advancement is in the ability to streamline all of the different data into one data base.  This will provide the best and most accurate reporting and inventory tracking.  These things will help reduce waste, cut costs, keep stock supplied, and most of all give a good base to work off of so the customer has the very best experience. 

     The kitchen automation technology does give me concern.  The timing and organization of the programming is exciting but I do worry that the timing of each individual’s performance could be going too far.  While it is the goal to have all items for each dish at one table ready at the same time, it is also important to have proper taste and presentation.  Good chef’s touch and taste to improve each dish before sending it out but this if under a documented time constraint they may not want to risk the blemish on their record.  Let’s just try not to forget to allow time for the human factor.

Volpe, Christina. (2010, April 08). Next-Gen Kitchen Technology. Retrieved  February 19, 2011, from Hospitality Technology: http://hospitalitytechnology.edgl.com/top-stories/Next-Gen-Kitchen-Technology54910