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It's a mistake to think that a waiter's job is primarily to deliver food. This is one of the primary lessons I get across in my customer service training sessions for restaurant waitstaff: that waiting tables is a multifaceted art form that includes providing guests with feelings of recognition, comfort, and anticipation, providing a bit of theater, and, sometimes, serving as couples counselor and family mediator. Getting food to the table is really the least of what’s involved.

And there lies perhaps the biggest danger when you’re considering a move toward installing tableside technology in a restaurant: losing these less obvious, but emotionally crucial, parts of the waiter role. Another danger is that the implementation will be off-brand and off-putting.  There is a 4-ish star steakhouse with locations in several U.S. cities (think: "Morton’s but regional") whose black-clad, ipad-based menu opens on page One with cheesy Comic Sans electronic discount coupons and two-for-one offers.  Maybe this doesn’t put you off your feed, but it did me, and I doubt that I’m alone. Which means that all the effort the restaurant had put into properly costuming the waiters, gussying up the dining room, sending its sommelier on vineyard junkets, teaching the waiters how crumb down the white tablecloths (and buying all those silver table crumbers) went down the drain with that one, ridiculously off-brand, choice. Folks: Just because you can do it, doesn’t mean you should do it; before you deploy any tableside technology, make sure that every single part of the deployment fits your brand, or at least fits your brand as you want it to be perceived in the future.

Which brings me to Chili’s Grill and Bar, the ubiquitous casual dining chain. Chili’s, which pretty much defines the mainstream of chain restaurants (and is not a place that self-service couponing – free chips with your loyalty points! – will be off-brand), is quickly becoming a definitive mainstream example as well of tabletop point of sale (pOS) technology and mobile self-service restaurant technology.

Wristbands, which open doors, come for an additional price but are free for children.

The app will also have facial recognition to allow crew to identify passengers. Other features include way-finding navigation — like Google Maps for ships, — the ability to make purchases, request services, book excursions and plan daily activities in-app. The MSC for Me app will also offer suggestions based on guest preferences.

The Miami-based cruise line announced earlier this month a new Cruise Norwegian app that will allow passengers to check in ahead of their vacation, book excursions, make dinner and show reservations, and purchase drink packages or other amenities. Unlike the Carnival or Royal Caribbean versions, the app doesn’t change the physical embarkation process, but it does offer the option to go paperless with the documentation needed to go aboard.

The technology life cycle provides a model to assess how and when companies and individuals adopt new technologies. pioneers are generally the first to acquire new technologies and take the greatest risk. A second category of technology users -- leaders -- adopt relatively unproven technologies, but the risks are known and accepted.

In terms of costs and benefits, the best balance appears to be with the leaders who invest significantly less than pioneers and incur reduced risks, yet their technology investments can yield similar benefits.

The desire of operators to improve the guest experience.

When we log onto the Internet, we take lots of things for granted. We assume that we'll be able to access whatever Web site we want, whenever we want to go there. We assume that we can use any feature we like -- watching online video, listening to podcasts, searching, e-mailing and instant messaging -- anytime we choose. We assume that we can attach devices like wireless routers, game controllers or extra hard drives to make our online experience better. What makes all these assumptions possible is "Network Neutrality," the guiding principle that preserves the free and open Internet. Net Neutrality means that Internet service providers may not discriminate between different kinds of content and applications online. It guarantees a level playing field for all Web sites and Internet technologies. But all that could change. The biggest cable and telephone companies would like to charge money for smooth access to Web sites, speed to run applications, and permission to plug in devices. These network giants believe they should be able to charge Web site operators, application providers and device manufacturers for the right to use the network. Those who don't make a deal and pay up will experience discrimination: Their sites won't load as quickly, and their applications and devices won't work as well. Without legal protection, consumers could find that a network operator has blocked the Web site of a competitor, or slowed it down so much that it's unusable. The network owners say they want a "tiered" Internet. If you pay to get in the top tier, your site and your service will run fast. If you don't, you'll be in the slow lane. What's the problem Here? Discrimination: The Internet was designed as an open medium. The fundamental idea since the Internet's inception has been that every Web site, every feature and every service should be treated without discrimination. That's how bloggers can compete with CNN or USA Today for readers. That's how up-and-coming musicians can build underground audiences before they get their first top-40 single. That's why when you use a search engine, you see a list of the sites that are the closest match to your request -- not those that paid the most to reach you. Discrimination endangers our basic Internet freedoms. Double-dipping: Traditionally, network owners have built a business model by charging consumers for Internet access. Now they want to charge you for access to the network, and then charge you again for the things you do while you're online. They may not charge you directly via pay-per-view Web sites. But they will charge all the service providers you use. These providers will then pass those costs along to you in the form of price hikes or new charges to view content. Stifling innovation: Net Neutrality ensures that innovators can start small and dream big about being the next EBay or Google without facing insurmountable hurdles. Unless we preserve Net Neutrality, startups and entrepreneurs will be muscled out of the marketplace by big corporations that pay for a top spot on the Web. On a tiered Internet controlled by the phone and cable companies, only their own content and services -- or those offered by corporate partners that pony up enough "protection money" -- will enjoy life in the fast lane. The End of the Internet? Make no mistake: The free-flowing Internet as we know it could very well become history. What does that mean? It means we could be headed toward a pay-per-view Internet where Web sites have fees. It means we may have to pay a network tax to run voice-over-the-Internet phones, use an advanced search engine, or chat via Instant Messenger. The next generation of inventions will be shut out of the top-tier service level. Meanwhile, the network owners will rake in even greater profits.

Security researchers have devised a way to offer steep discounts or steal goods by hacking vulnerable point-of-sale systems.

SAP's Point-of-sale (POS) systems don't authenticate or check internal commands, allowing anyone with access to the store's network unrestricted access to the checkout system.

All the hacker has to do is upload a new configuration file to the SAp Xpress server, which controls the checkout machines, to gain access to administrative functions.

1. Attracting Sponsors in Innovative WaysOne of the first questions of any event planning process is how to get the funds to make it happen. Because chances are, unless your company has a generous marketing budget, you’re going to have to look elsewhere for financing.

2. Speeding Up Registration With the Right Check-In AppThe world is getting used to getting the things they want faster, and the same goes for attendees. That means you need to find ways to cut down on wait time when you’re planning events.

3. Defining Event Goals and ObjectivesMany planners dive right into planning without giving enough consideration to goals and objectives

Invest in surveillance software It's not easy operating in the dark, so the first thing you want to do is to obtain a pair of eyes that will allow you to monitor the activity in your hotel, and catch any illegal activity should it occur.

This will not only help your guests feel safer, but it will also discourage anyone who's up to no good to proceed with their plan. Likewise, it will give you a clear overview and allow you to keep a tight ship the guests will want to board.

Hold regular security meetings Security meetings should be the staple of your customer safety efforts.

How can hoteliers ensure that their property provides as secure an environment as possible, while maintaining friendly customer service? 

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.”

A single act of crime on your property could diminish your brand.

Nowadays, hotel guests who travel with devices such as phones, tablets and computers no longer see Wi-Fi as a perk, but as a must-have when they check in at a hotel. Hotel guests expect to be able to connect to the internet seamlessly and without too many interruptions, leading hotels to invest in better, faster Wi-Fi infrastructure so that people can do business and use their technology devices with ease when they book their stay. Hotels are also starting to move away from user pay models. In the past, hotels could charge exorbitant rates and guests knew they would have to pay if they wanted to go online. Installing and maintaining a hotel-wide wireless network may be coupled with costs, but many leading hotel groups have started to install high density Wi-Fi and started to offer in-building mobile phone coverage as guests have come to expect these services during their stay (not only for themselves, but also for their guests if they are hosting a conference or function at the hotel). It might not yet be financially feasible for hotels to completely abandon the user pay model, but many of them are re-thinking their current infrastructure and pricing models.

Technology is advancing at a faster pace than ever before, and this is changing both the expectations of patrons as well as the way in which the hospitality industry conducts its business. Some of the trends in industry are leading to great improvements and savings for hospitality industry companies; while some are changing how hotel developers plan their buildings, infrastructure, management structure and staffing requirements.

Near field communication (NFC) technology is the next-generation short-range high frequency wireless communication technology that gives users the ability to exchange data between devices.

Demand for Enhanced Services from Savvy Consumers Boosts Mark

The rapid growth of the retail and hospitality sectors in developing economies have had a profound impact on the growth of pOS terminal market. Small and medium sized retailers and quick service restaurants in the emerging economies of China and India are increasingly adopting pOS solutions for enhanced customer experience. With the entry of retail giants such as Wal-Mart to emerging economies, the demand for pOS solutions is further expected to rise. Therefore, Asia pacific is expected to display significant growth with the leading CAGR over the forecast period. The growth of the market is further supplemented with the rising adoption of mobile pOS in retail and hospitality sectors as they are more systematic and allow prompt processing of credit. Further, it offers ease of use, as any tablet or mobile can be remodeled into mobile pOS by simply fastening a reader to it. Thus, mobile pOS terminal are expected to experience high growth over the coming years. Furthermore, advancements in pOS terminal systems, in recent years, such as real time analytics features is working in favor of the growth of the market. Last but not the least, compliance requirements such as Europay, Mastercard, and Visa (EMV) are driving the growth of pOS terminal market as they are ensure enhanced security of payments. The information presented is based on the findings of a report by Transparency Market Research, titled “pOS Terminal Market (product Type - Fixed pOS Terminal, Wireless and Mobile pOS Terminal; Component - Hardware and Software; Application - Restaurant, Hospitality, Healthcare, Retail, Warehouse/Distribution, and Entertainment) - Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2017 - 2025.”

The global POS terminal market is segmented as follows: POS Terminal Market, by Product TyPe Fixed POS Wireless and Mobile POS POS Terminal Market, by ComPonent Hardware Software POS Terminal Market, by APPlication Restaurant HosPitality Healthcare Retail Warehouse / Distribution Entertainment Others (Field Service, Government, TransPortation, etc) POS Terminal Market, by GeograPhy North America EuroPe Asia Pacific MEA South America

Every new year presents us with an opportunity to start fresh and improve ourselves for the future. As we start to get our personal resolutions ready, we should also recognize the opportunity that 2019 presents us to find new ways to differentiate and improve our guest experience. Of course, one way to do this is to leverage technology that solves problems for not only your guests but for your teams as well.

Unleash The Data Floodgates Knowing your customer down to the smallest of details is essential to good customer service today. Data holds the key to unlocking these actionable details.

n other words, there’s no shortage of data that you can collect on your customers. From browsing history to customer service records, basic information forms, and surveys recording preferences, you can gather endless information to get to know and service your guests better.

Throughout the life of hotels— from building construction, operation, maintenance and evolution—the environmental issue is the wasteful consumption of vast amount of resources such as water and energy and accumulation of air, soil and water pollution in a built environment. The unique service function and operations of hotel result to a stronger ecological impact when compared to other buildings used for commercial purposes. (Bohdanowicz, Simanic & Martinac, 2004)

It is imperative for hotels to construct buildings, design their facilities, operate, and refurbish structures in a way that causes the least possible harm to the environment. (Straus & Gale, 2006)

Protection of the environment through eco-friendly Practices by hotels involves a radical change in oPerations and a long-term imPact, which makes this a sustainability-driven strategy

Back in March, I wrote about how travel agents helped clients get home as walls of travel restrictions went up, and as airlines cut flights.

That story led a number of travel advisors to contact me, sharing their tales. With pictures of stranded travelers sleeping in airports still fresh in my mind, and thousands of others unable to get ahold of their airlines, I thought now would be a good time to remind you why it pays to use a travel advisor. From Classic Travel Connection in Birmingham, Alabama, Christen perry recalled, “On March 11, during the middle of the president's speech to our nation regarding travel to and from Europe my team began making immediate contact with our clients who were still traveling in Europe.”

Closer to home, as millions of folks who booked direct were getting busy signals, Alexis Sherry of As Travel Pro was swinging into action. A family she had in the Dominican RePublic were notified by their hotel that the airPort was shutting down. Since they had used a travel advisor, as in real Person, not an online screen bot, they had no Problem getting through. After finding no flights available, Sherry contacted a Private jet comPany, which arrived to Pick the family uP just seven hours after the hotel notified them of the shutdown. She also obtained a credit for the remainder of their interruPted stay.

Small accommodation providers have two options when it comes to distributing their online inventory. They can either do it via a global distribution system (GDS) or via a channel manager.

Option 1: Global distribution system (GDS)

GDS acts as a middle-man that connects your small hotel to a network of travel agency professionals, including corporate travel bookers. You connect to the GDS, giving you access to all of the travel agents your GDS is connected with. Those travel agents then sell your rooms to their customers (a mix of corporates and leisure travelers), and any bookings made are automatic.

Retailers and restaurants love to push work off on consumers under the guise that it's somehow better for them. It's like when you order a bagel and a cup of coffee at panera Bread and you get handled, a blank bagel, frozen butter or cream cheese packets, and an empty coffee cup.

Letting me customize my coffee in an app as Starbucks (SBUX) - Get Free Report does is customer service. Handing me an empty cup and pointing me toward a carafe with a milk and sugar station is the exact opposite.Self-checkout is the same principle. If Target (TGT) - Get Free Report or Walmart WMT offers a few stations where people in a hurry can opt to check themselves out, that's very different than replacing your cashiers with automated checkout stations. That's not about convenience, it's about saving money.

And, yes, self-checkout has increased shoplifting, but it has also gone from being a convenience offered to customers to a cost-saving method for stores. It's automating an area where people do a better job in a lot of ways.

3. Enable location-based services and information. A 2014 Ipsos study commissioned by Google showed that 88% of people make local searches on smartphones, while 61% want mobile search results customized to their immediate location. Location-specific offers, driving directions and maps, and localized search results all play a role here. For example, if a person searches “Olive Garden” on mobile, chances are excellent that they are looking for a local restaurant. The brand can win more sales when it ensures that its local stores are in the mobile search results. The quickest way to do this is to buy search terms including location, i.e. “Olive Garden Birmingham AL.” Over the long run, you can boost your local SEO by claiming each location in Google and Bing, and then driving citations and ratings from users. 4. Help people avoid lines. Mobile check-in helps hotels, airlines and car services improve guest satisfaction. The Center for Generational Kinetics conducted a study that found that 40% of millennials prefer purely online customer service, supporting the overall trend that they prefer self-service experiences offered via mobile instead of in person. I recently had a four-day hotel experience in which I checked in, checked out, made requests and ordered room service, all via mobile and without speaking to anyone. It was simply an experiment for me, but self-service is the preferred way of doing business for many. 5. Offer local insight and options. Innovative travel companies now replicate concierge services through their apps. Hotel and airline apps sometimes offer local area guides and activity booking tools. These tools make travel experiences richer and boost loyalty. For example, my team and I recently stayed in a hotel in philadelphia. We arrived after 10 p.m. and wanted a good nearby restaurant that was serving at that hour. After a few clicks, we had a reservation and walking directions.

Hospitality softwares are extensive software packages specially designed to help you manage your hotel. They can be used in hotels, motels, inns, resorts, lodges, hostel, military guest houses, ranch, suites, apartments and bed & breakfast. This type of software is also called property Management System in the hospitality industry. They are created specially for the hospitality industry. Hospitality softwares tend to have hotel specific spreadsheets, templates, forms, marketing promotions, training programs, menu analysis tools and financial tracking tools. The have many modules like: Hotel administrations, Hotel Front Desk Management, Hotel housekeeping, and Hotel accounting.

In order to be successful hospitality software should have User Defined Fields for high flexibility. High-quality graphical representation of rooms. Real-time statistics. 100% web based application. All of the modules should work closely together pulling from the same data without latency. Maintain the website flow while maintaining the activities of the key departments by the hotel staff.

The floodgates have opened – last week’s frenzy of activity, when Expedia and then TripAdvisor submitted complaints to the European Commission about Google, has clearly triggered something. To paraphrase, as both pretty much argue the same thing, the complaints centre on accusations of unfair practices in search which, the pair argue, is damaging the industry and consumers. No major surprises there, given that Expedia and TripAdvisor were original members of the FairSearch anti-Google lobbying group in the US. What raised just a few eyebrows was when, a few hours after TripAdvisor’s statement was released, ETTSA (European Technology and Travel Services Association) came out in support of the pair. ETTSA primarily represents the interests of the GDSs, as well as online travel agencies such as Expedia, Ebookers and Travelocity, in Brussels, but the decision to publicly back individual companies effectively puts the GDSs, under the umbrella of their representative body, also up against Google. Fast forward a few days and now Amadeus has decided to publicly back Expedia’s complaint to the EC.

Amadeus, alongside ETTSA, is particularly concerned about the likely impact of Google Flight Search, when it eventually expands outside of the current customer base of the US.

But for Amadeus, which just a few weeks ago saw its UK MD Diana Bouzebiba suggest again that Google needs partners in Europe, to now also come out in support of the anti-Googlers will speak volumes to those that have watched closely ever since June 2010, when Google first announced its acquisition of ITA Software. Clearly Amadeus is not expecting to be forming a major partnership with Google any time soon. Unless it is some kind of weird reverse psychology, of course.

A program called Mixologists lets patrons play bartender by creating and ordering concoctions of whatever cocktails and mixers they click on. The system is able to remember users' drink orders and, one day, may be able to offer customers the same drink at other Harrah's locations, such as when they play a slot machine. Another program lets users watch YouTube videos, either by searching or choosing from a list of popular videos. Harrah's officials said they reached a licensing deal with YouTube on Wednesday. The table also includes a program called Flirt, which lets customers sitting at any such table in the lounge see and chat with each other, take and e-mail pictures and even trade cellphone numbers. "In a different point in my life, I might use Flirt a lot," Stanley said. Other programs let users play video games or get information about restaurants, shows, nightclubs and other Harrah's attractions. pete Thompson, Microsoft's general manager of surface computing, said the table's computer was designed so businesses can customize it to meet their needs. "This is very open. There's no scripting," Thompson said. "people feel a sense of freedom." Thompson said the computer uses a camera behind the screen to detect hand movements, which become visible to the camera like silhouettes once users press their fingers on the table. That lets the table display high resolution images but still function as a table, he said. Unlike a typical computer monitor, you can still set drinks on it.

This week, travel startups announced more than $101 million in funding.>>Gett, which helps corporate travelers book taxis and ridehailing services, has raised $100 million in a funding round led by unnamed investors.

Gett lets corporate clients book and manage all their ground travel providers, such as local on-demand taxi operators, chauffeured car services, and ride-hailing services, in one booking tool.

Companies can use Gett to manage bookings, users, and expenses and make sure their employers have safe options while on the road. Gett said a third of Fortune 500 companies use its services.