Application of technology in hotel industry

Rochester Institute of Technology

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1992

Application of technology in hotel industry

Bovornrudee Kongboonma

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APPLICATION OF TECHNOLOGY IN HOTEL INDUSTRY

By

Bovornrudee Kongboonma

A project submitted to

Faculty of theSchool of_{Food, Hotel,} and _{Travel Management}

at

Rochester Institute of _Technology

in partial fulfillmentof the requirements

for the degree of

Master of Science

FORl\tl I

ROCHESTER INS1TTIJTE OF TECHNOLOGY School of Food, Hotel and Travel Management

Department of Graduate Studies

M.S. Hospitality-Tourism Management Presentation of'lilihislProject Findin2s

Name: Bovornrudee Kongboonma Date:5/22/92 SS#: _

Title of Research: Application of Technology in Hotel Industry

Specific Reconunendations: (Use other side if necessary.)

Thesis Committee: (1) __D_r_._Ed_w_a_r_d_B_.~S_t_oc_k_h_a_m (Chairperson)

(2) _

OR (3) _

Faculty Advisor: . Dr. Edward B. Stockham

Number of Credits Approved: 3 _

SLZ~!CJL

_I

I

Date Committee Chairperson's Signature

t/t7112-Date' Department Chairperson's Signature

Note: This form will not be signed by the Department Chairperson until all corrections, as suggested in the specific recommendations (above) are completed.

cc: Departmental Student Record File - Original Student

FORMK ROCHESTER INSTITUTE OF TECHNOLOGY

School of Food, Hotel and Travel Management Department of Graduate Studies

M.S. Hospitality-Tourism Management

Statement Grantin2 or Denyin2 Permission to Reproduce 'Ba-sis!Project

The author of a thesis or project should complete one of the following statements and include this statement as the page following the title page.

Title of thesis/project: Application of Technology in Hotel Industry

B ornrudee KongboonIQa /..11~, • • •

I, ov , nereby (grant, utmy) pemnssIOn to the

Wallace Memorial Library of R.I.T., to reproduce the document titled above in

whole or part. Any reproduction will not be for commercial use or profit.

OR

I, , prefer to be contacted each time a

request for reproduction is made. I can be reached at the following address:

TABLE OF CONTENTS

DEDICATION iv

ACKNOWLEDGEMENTS v

LIST OF TABLES vi

LIST OF FIGURES vii

Chapter I. INTRODUCTION ANDSTATEMENTOF THE STUDY

Introduction 1

Background 2

Problem Statement 4

Purpose of the _Study 4

Significance of the _Study 5

Assumption 5

Scope and Limitations 5

Chapter II. LITERATURE REVIEW

Telecommunications 6

Audio-visual 8

Energy Conservation 10

Security and _Safety 14

Fire _Safety 16

Hotel Information _Processing 17

Housekeeping and _Laundry 18

Data Communication 19

Chapter ffl. METHODOLOGY

Sample Population 21

Survey Design 22

Survey Methods 23

Data Analysis 23

Chapter IV. RESULT AND DISCUSSION

Technologies in Telecommunications 30

Audio-visual 30

Energy Conservation 31

Security and _Safety 32

Housekeeping and _Laundry 33

Data Communication 33

Technology Investment 34

Equipment Procurement 35

Years of _Technology Application and Replacement Plan.3 5

Maintenance Cost 36

Technology VS Guest Satisfaction 36

Investment Worthwhile 37

Future Trends 37

Comparison Between Literature Review and the Hotels...45

Chapter V. CONCLUSION

Conclusion 47

Recommendations 48

REFERENCES 49

APPENDICES

A. _Map of Thailand 52

B. _Map of Bangkok With Hotel Locations 53

C. Hotel _Technology 54

D. Guest Room Control 55

E. HVAC Centralized System 56

F. _Ving Card for Room Access 57

G. Security: Closed Circuit Television 58

H. Fire Annuciator and Smoke Detectors 59

I. Computerized _Washing Machine 60

J. Folding Machine 61

K. _Drying Machine and _{Dry Cleaning} Machine 62

E. An Inquiry Letter to Hotels 63

DEDICATION

To myparents,brothers,and sistersforalltheirgreat support and encouragement

whileIstudiedinTheUnitedStatesofAmerica.

ACKNOWLEDGEMENTS

Dr. Edward _Stockham, Associate _Professor, Rochester Institute of

Technology, Rochester, NY.

Mr. Alan _Tan, Director of _Engineering, The Novotel _Bangkok, Thailand.

Mr. Deja _{Kisoravongse,} Director of_Engineering, The Regent _Bangkok,

Thailand.

Mr. Bantao _{Pangmuangdee,} Director of _Engineering, Shangri-La Hotel,

Bangkok, Thailand.

Mr. _{Sompong Hanvajanawong,} Technical Services _Director, The _Oriental,

Bangkok, Thailand.

Mr. Surapol _{Kongchuyarti,} Chief_Engineer, The Hilton _Bangkok, Thailand.

Miss Chittimas _Ketvoravit, SupervisorofFoodand_Beverages, The _Novotel,

LIST OF TABLES

1. _Technology Investment of The Hilton Bangkok 34

2. _Summary and Comparison of _Technology of The _Novotel, The

Regent, and Shangri-la 39

3. _Summary and Comparison of _Technology of The _Oriental, and

The Hilton Bangkok 42

LIST OF FIGURES

1. The Novotel Bangkok 25

2. The Regent Bangkok 26

3. Shangri-La Hotel 27

4. The Oriental 28

5. The Hilton Bangkok 29

Chapter I

INTRODUCTION

Inthe _{1990s,lodging}executives predictthat_technologywill_playanimportantrole in everydayfunctionsofhoteloperations and guest satisfaction.Thetechnologyinhotel

also enhances services._Nowadays,thebusinesstravelersdemand_technologyamenities and some guestsinthis_groupwillbe_{willingto pay}moreforsuchamenities,forexample, in-hotelcomputerized airlineticket_dispensers, automaticbaggage_handling,voice_mail,and

speedier check-in and check-out._Technologycanbeusedtomaketheguestexperience more_relaxingand enjoyable.Television-based in-roomentertainmentis_certainlyan industrystandard._However,somepropertiesarenow_lookingforwaystoenhancethis

amenitywith extra_service,forexample avideo cassette_recorder,cableTVwithfreemovie channels.

Hotel_technologyalso sharpensthecompetitive edge.Guestswillbothaccept and demandtechnology._Technologywillforceout satisfaction andforceinmarketing.

Technologywill enablecorporate management_{to monitor, evaluate,}complement and_help

theeffortsoflocalmanagerstocapturebusiness inanever-morecompetitive environment. The 1990swill_bringtothis_industrya rapid and_trulyvisibleincreasenumberinthe

BACKGROUND

Thailandis inSoutheastAsia_region,with equaldistant fromChinaandIndia. It is

atropical_countrybordered_byBurma_{to the west,}Laosto the north,Cambodiato theeast

andMalaysiato thesouth.It has514,000square_{kilometers,roughly}thesizeofFrance.

Thepopulationisabout55million(1989_estimation),withthe_majorityethnic_Thai,butas

thearea_{has been}the_{migratory crossroads,} thereare_{Chinese, Cambodian, Burmese,}

Malaysian,Laotian,andIndian ₍ SeeAppendix A forthe_mapofThailand).

Thailand isdividedintofourregions- the_{mountainousnorth where elephants still}

workteak_forests,thesemi

-northeast plain wheretheworld'sfirstcivilizationflourished

5,600years_{ago, the}central plains- _{one of}the_{world's most}fertile_rice

growing area,and

the tropicalsouth.

Thailandhastwodistinctclimates: atropicalclimatefromtheGulfofThailandand

atropicalmonsoonfromthesouth.Therearethreeseasons: summer(Marchand_April), the

rainyseason(_Maythrough_October),andwinter(NovemberthroughFebruary). Average

temperatureisabout83degreesFahrenheit.

Thailanguage istheofficiallanguage inthecountry._However,English is

consideredasthesecondlanguagewhichisusedin_hotels,shops,and restaurantsinmajor

touristdestinations._Finally,Thai /Englishroad andstreet signs arefoundnationwide.

The Thai currency is

"

Baht_\which25 Bahtequalsto 1US$. _Concerningthe

transportation,touristscan visitThailandbyplanes_arrivingatBangkokInternational

Airportwhichisserved_bytheworld'smajor airlines._Moreover,majordowntownareasin

Bangkokcanbereachedfromtheairportwithin anhoureither_byairport_{taxi,limousine,}or

Thailandoffersaccommodations_rangingfrom_luxuryhotelstosimplebeachside

hotels for_{vacationers,businessmen,conventioners,}orbudgettravelers.Majortourist

destinations, such as_{Bangkok, Pattaya, ChiangMaiandPhuket havemodernfirst-class}

hotelswithconveniencesandinternationalstandardtoservethe touristdemand._Moreover,

with grosstourismearningsin 1990of whichtheamount overUS$4.4billionina yearin

whichtheKingdomwelcomed5,298,860visitors was overdoublethefigure for 1985. Nearly90% of visitors are_vacationers,and some43%ofthemhave beento the_countryat leastoncebefore₍QueenSirikitConventionCenter_Brochure, 199 1 ).

Bangkok, Cityof_Angels,a capital_cityofThailand ismorethan_fortytimeslarger

than thenation's second_{city, Chiang}Maiinthenorth.Bangkokiswherethe_Kinglives,it isthecenter of_{the government, administration,business, commerce, finance,}andtourism.

International conferences,exhibitions,includingMiss Universe Pageant 1992havebeen heldinthis_citythus_{effecting in}thenumbers oftourists toThailand. Thereare greathotels

intheKingdom - The Regent

Bangkok,The HiltonInternationalof_Bangkok,The Shangri-La,The Royal Orchid_Sheraton,The Novotel_{Bangkok,Holiday}InnCrowne Plaza,The Landmark Hoteland_Plaza,Siam_{Intercontinental,}The_Oriental,andGrand

Hyatt Erawan.

Asin the early1980s,thehotelwas_undergoingarapidexpansion. Thetotal

numbers of_qualityroomsin Bangkokattheend of1990was almost29,000. _{If economy}

class properties are_included,thenumberisover4 1,000,whichisan almostfourfold

increaseover 1980._Bytheend of1992,Bangkokwillhaveadded almost5,500new

rooms atthe_topend ofthescale.Majordevelopmentsin 199 1 includedThe_HolidayInn

Crowne_Plaza, the_openingof a new_wingatThe_Shangri-La,Grand Hyatt Erawan. The

largest developmentunder_{way is}The TwinImperial,a 1,230room_propertyon

SukhumvitRoad. _Now,thereare400 hotelsinBangkok_rangingfrom_luxuryhotelsto

havetobe betterthan their competitorsandhaveapplied_technologyto theirhotels forguest

satisfactionandbetterservices._However,when comparedto_technologyusedinthehotels intheUnited_{States, technology}inBangkokhotels hasa_lagoftimein_technology

application._{Nevertheless,inthefuture}

everyhotelwill goformore sophisticated

technologytobeabletocompete with othersintheindustry.Thailand's better hotel

properties all_belongtotheThaiHotels Association.

PROBLEMSTATEMENT

Theadaptation of modemhotel_technologyinthe_{major,well-known,} and_luxury Bangkok hotels hasnot occurred as_rapidlyasintheUnitedStates.Dothetechnologies

effecttheservices oftheBangkok hotelstobebetterthanothersintheindustry? Canthe

Bangkok hotelsremain competitive_{if they}donotinvestmoreinhoteltechnology?

PURPOSE

Thepurposeistoresearch_technologydevelopmentintheBangkok hotel industry. Whattechnologiesare usedin_{the major, well-known,}and_luxuryhotelsinBangkokand how_theyimpactguest services willbeinvestigated inthe_study,alsothefuturetrendsfor

SIGNIFICANCEOF THESTUDY

Thecase_{study is}ofsignificancetothehoteloperatorsinBangkoktobeableto

competewith one another atthesametime to_bringinnewtechnologies to theirhotelsto

increaseguestsatisfactionandtopromotebetterservices.

ASSUMPTION

Technologyinthe_luxuryhotelsinBangkokisnotas advanced asintheUnited

States.

SCOPE AND LIMITATIONS

Thescope oftheresearchhas focusedonhoteltechnologiesinthe

telecommunications,audio-visual,energyconservation,securityand_{safety,fire-safety}

system,hotelinformationprocessing, housekeeping,laundry,anddatacommunication

areas.

The limitationsweretheinterviewofdirectorsofthe_engineeringdepartmentof

major,well-known,and_luxuryhotelsin_Bangkok,Thailandabout whattechnologiesare

Chapter II

LITERATURE REVIEW

Today,technologyisused not_{only in}somedepartmentsofthe_{hospitalityindustry} butthroughout theorganization. _{Indeed,technology}isacompetitvetoolthat thehotel

operaotrsneedtodealwiththeservices ofthehotels. Majortechnolgiesinthehotel industryare_{telecommunications,}

audio-visual,energyconservation,securityand_sfaety,

fire_safety,hotelinformation_{processing, housekeeping}and_laundry,anddata

communication.

A. TELECOMMUNICATIONS

Hoteltelecommunicationsisoneof animportantfactorsto thehotelrevenues.One

typeofthetelecommunicationsiscall_accounting,whichhotelsand motels usetobillthe

guests.

CallAccounting

Call accounting isadevice(usuallya_{micro-processor)}whichislinkedto the

telephonesystem.Ithasthecapacityfor

"

automaticidentificationand outwarddialing"

(AIOD),eliminating theneedforatelephone_companyoperatortointerveneand askforthe

room number.Callsarethencharged_bythe telephone_companyat station-to-station rather

Hotelsand motels use call_accountingto_keeptrackofthetelephoneservicethata

guest uses.Itprovides meanstobilltheguestforservices used and alsokeepstrackofthe

cost and profitforthesale oftelephoneservices.

Call_accountingalso_{helps increase}in_lodgingproperty's cost_byprovidinga

printed record of each guest's_local,interstateand/or_longdistancephone charges. This

record_maybeprinted out_separatelyand attachedto theguestfolio.If_{the property}hasa

computer system which prints guest_folio,thecall_accountingsystemcan_usuallytransfer

charges_directlytoguestfolio.

Call accountingsystems provide adirectincrease inhotelrevenueintwoways: 1. bychargingtheguestatthe traditionaloperator-assisted rates andpayingthe telephone_companyatstation-_{tostation rates}(often less_thanhalf).

2. billingtheguestatthereducedratebutchargingaflat-feeaccess chargefor thefirst_longdistancecalleach_{day (Chervenak,} 1987).

Anycall_accountingsystem must performthesebasicfunctions.Itmustbeableto

monitor guest roomlinesand analyzethedialed digitstodeterminewhethertorecordthe

callinginformation,includingthefullnumber called.Itmustalsobeableto time thecall and calculatethechargetotheguest.

Thesystem mustthengeneratebillingreports_byindividualguest room sothat

charges canbe billedto theguest.Tobeeffectiveinthis_function,thecall_accounting

system mustbe linkedwith othersystemssuch as_propertymanagement andPABX₍

Private Branch Property).

The_keyelementthatwillcontributetotherevenuesand expenses oftelephone

departmentonce a call_accountingsystemisinstalledare: numberof guest_calls,network

cost_savings,additionalrevenuesfromguestincentivestousedirect_dial,surcharges on

operatorhandledcalls,increasedcollection,andthecostof a call_accountingsystem.

Guest Room Phones

The_increasinguse oftech-basedservicesis reflected_bytheincreasecapabilitiesof

thenew methods ofguest-roomphones_bythePABXmanufacturers andindependent developers.

Theadvanced phoneshavean optional range offeatureswhich_mayinclude speed-dial,call_waiting,dataportsforcomputers andfaxmachines, speakerphone,laser-number

redial,and conference calling.

B. AUDIO-VISUAL TECHNOLOGY

Hotelaudio-_{visual systems are often referredto}

asthe"showbiz"

partofthe technology._Moreover,thesesystemshaveimportantoperational andbusiness

implications.A hotel'saudio-_{visual systemsinvolvepotentialinterfaceswith}

virtually

everyothertypeoftechnology.The basicfunctionsofaudio-_{visual areto}

enhancethe

hotel'sinternalcommunications_network,provide audio-visualfacilities for_group

meetings,and provideguest-room entertainment andinformation.

Internal Communications

Inadditiontoitstelephone_system,ahotel'sinternalcommunicationsdependon

audio-visual_links,such asMaster Television AntennaSystem (MATV)_network,

Audio-visual Systems for Group Meetings

Hotel,conference_center,and convention center_{marketing departments}often

provide_meetingplanners withlistsof availableequipmentand systems.Themeeting

plannershavecometoexpect a wide range ofaudio-visualfacilities. (_Whiteley, 1987).

Audio-visual_technologydevelopmentsin 1992

1. "Movieson

demand"

isanimportantfactoringuest-roomTV. Witha

remote_control,a guest cannowchoosehischoice_{up to} 100movies. The

selected movie starts whentheguest_chooses,ratherthanon afixed

schedule (Chervenak, 1992).

2. RCA begana newlineoftelevisioninJanuary1992specificallyforthe

hospitalityindustry.It featuresthe"SmartPlug"which allowspay-per-view

servicestobeconnected_directlyand_easilytothecomputerinsidethe television,eliminatingor_reducingthecost of_installingdecoder boxes. The

set alsofeaturesabuilt-inFMstereo_radio,alarm_clock,and stereo sound.

3. Zenith's "NewHorizons"lineoftelevisionsin 19inch,20 inchand25inch

screensprovides

"boxless"

technology,puttingthepay-per-view

technologyintotheset._Accordingto_Zenith,theadvantages of"boxless"

sets arebetterpicturequality,lesstime forrepair,andlowerpower

assumption. Zenith'snewline forthe_{lodging industry}includesclosed

captionedprogramsfortheguests;theguestsjustpush abuttonontheset

4. TV-VCRcombinationis

boominginthe_lodgingindustry. _Samsung producesthreetelevision-_{VCRcombination models : 20}

inch, 19_inch,and 13 inch. _(Achorn, 1992).

Inthe_future,televisionexpertsinthe_{lodgingindustry}are_lookingathighdefinition

television(HDTV). Itoffers a much sharper_image;thepictureisclear closeto thatofa movietheater.

C. ENERGY CONSERVATION

CentralizedSystems

Thisisan automaticdemandcontrollerstomonitor power usage. IftheKw

demand beginstogo_up,itshuts off preselected_{energy-saving}units. For_example,it

might shut offtoiletfansand other exhaust_fans, portions ofthe_{air-conditioningsystem,}

and_unnecessarymotorsthatwill not affecthoteloperation. Ifthedemandremains_high,

other_energy-usingareas willtake theirrums at_beingshut off. Whenthehigh demand

goes_down,theunits will_{automatically}beturnedon again _(Wolfe, 1984).

Sophisticated_EnergyManagementSystem_(EMS)featuresgreaterload_capacity

thandemandcontrollers,although_manyofthesamefunctionsare performed. Thissystem

cancontrolmore area andalso providestheadvantageofremoteaccess. Thesystem canbe

controlledfromother_buildingviatheuse of aportablecomputer and_existingtelephone

lines _{(Wolfe, 1984,}p. 59).

BuildingAutomation Systemcontrols a property's_{temperature,humidity}and

energy-usingequipmentinaccordancewith outsidetemperaturechanges. Thistypeofunit

issimilarto thesophisticatedEMS but_{usually incorporates}such service extras asfireand

securitymonitoring.

Guest Room Control

Automaticguest room controlis_increasinglypopular as amethodtoreduce_energy

consumption.

Check-in/Check-out Controlwillturn the_{electricity supply}toa room on and offas

theroomisrented and vacated. _{Heat,ventialation,}and_{air-conditioning(}HVAC_),lights,

andTV'sare controlledfromacentralpoint; the typeof systemif propertyapplied and

installedwill save_energyand show a_relativelyquick payback.

Occupancy-Sensing Technologyuses several electronic_sensingdevicestoseekout

occupancyandturn the_electricitytoa room on and off asneeded. Thecommonthree types

of_sensingdevices_normallyused areinfra-red heat_sensor,sound-activated_sensors,and

ultrasonic movement sensors. Suchsystems canbeinstalledinnewor_existingbuildings

without_{changing wiring}orHVACsystems.

Theoccupancy sensingsystemis basedonthepotentialdisturbanceof afieldof

ultra-sonic wavesthatfillthemonitored area. Whentheroomis_{vacated, the}roomis

deactivated. Theinfra-redsystemsdetectbodyheatsothateven without movementfor

longperiods,asinsleep, thesystemremainsactivated.

Guest ControlledTechnologyisguest-activated_usuallythrough theinsertionof a

key, keyringtab, ormagneticcardintoa room control panel. Theguest must usethe

activatingdevicewhenheentersthe room, thus"turningon"

theroom. Whentheguest

leaveshetakesthe_device, orhastoremovethedoorchain_lock,andtheroomis

deactivated. Sincesuch systems are_basicallyaguest-operatedon/off_{switch,theyusually}

arelessexpensive andlesstechnical than the_{occupancy-sensingtechnology}system

(Wolfe, 1984,p. 60).

Water FlowandTemperature Control

Water flowrestrictors andtemperaturecontrollers arethe simplest of_energysaving

technology.Waterflowrestrictorslimittheflowrateofguest-roomshowers andlavatory

faucets.Temperaturecontrolsfor_energyconservation are_commonlyintheformof

hot/cold_mixingvalves atthesource ofhotwater_supply, tocontrol_{automatically}the

supplywatertemperature _(Chervenak, 1987).

Clocks.Cyclers,orProgrammable Controls

Thesimplesttypeofloadcontrol_equipment,automatictimersrum_lightingand

other_energyusersoff and on atscheduledtimesofday.

Loadcyclershaveadvantagesthat_manytypesof_loads, such as motors usedin

hotelequipmentcanbecycled(turnedoffat regularintervalsforbriefperiods)without

disturbingtheireffectiveness.

Programmablecontrollersaremicroprocessor-basedunitsthatcanbe_readily

programmedforbothontheon-off schedule andaduty-cyclescheduleforanumberof

remotelylocated loads (Chervenak, 1987,p. 26).

Peakpowerdemandcontrollersare moresophisticatedload_cyclers,which canbe

importantelectrical cost saverswhen aproperty'sbillisnotbased onlyonthe totalkilowatt

hoursusedina_billingperiod.Apeak powerdemandcontroller_constantlymonitorsthe

powerlevel.Ifthedemandstarts_{going up,}itshuts offselected_energy-usingunits. It

might shut offtoilet_fans,segmentsoftheair-conditioningsystem,and/or a motorinthe

backofthe_house, fora period oftime which will not affecthoteloperations or guest

comfort.Ifthedemandremains_high,otherpower-usingunitstake their turnat_being

temporarilyshut off.When highdemandgoes_down,all units are_{automatically}turnedon

again.

RelampingandAutomaticLightingControls

Relampingincludes changing frominefficientlightsourcestoefficient ones:

changingfrommagnetictoelectronic_{ballasts; installing}reflectors.

Partial_lightingcontrol on a programmedbasiscanbeaccomplished_byeither

cycling onlya portion of an area's_lighting,or_{by dimming}all ofittogether._Dimmingcan

beapplied_{to many}typesof_{lamping, including fluorescent,incandescent,quartz,mercury}

vapor,high-and-lowpressure sodium andmetal_halide,itcanberegulated_byphoto-electric

cell or_bytimeofthe_{day (Chervanak, 1987,}p. 26). A_heavilyoccupied,24-houruse area

with natural_lightinglendsitselftophoto-electric_control,whilelight is_used,interiorpublic

area mightbe dimmedovernight.

D. SECURITY

Securityisimportantto theguests_stayingatthehotels._Therefore,thehotel hasto provide an effective_securityto the_guests,whichisa combination of_{people, procedures,} andtechnology.

Electronic LockSystems

Electronic locksystems arethemost prominentdevelopment_amongtherecent

advancesin securitytechnology.Mostoftheelectronic systemsincludethe_following elements:

1. Acardkeythat communicatesto thelockandpermitsentry.

2. Acontrol centeratthefrontdeskwhich producesthecard orkeyandselects

the_rankingthatwill permit_entrybya new card or_keyand rejects all prior unitsissuedfortheroom.

3. Acomputercapability thatwill provide millions of combinationforentrance

toa guest room.

4. Abatterysourceforhardwiredsystemforenergizingthelinksystem.

5. Acommunicationcapabilitywithinthecard orkeywhich addressesa

microchip inthedoor-lockingsystemmechanism;orhardwireconnection

forcommunicationfromthecomputer centerto thedoor.

6. Atouch-padsystem,whichusuallyrequires a guesttoestablish a number

sequence, knownonly totheguest,forenteringtheguest room.

Withthe use of electric andelectronic_systems,a_standbysource of

emergency-power generation shouldbeconsidered._Batterypacksforimmediatetakeoverintheevent

of a powerfailure_maybesupported_bythis_capability (EduacationalInstituteofAmerican

HotelandMotel_{Association, 1984).}

Closed-circuit Television (CCTV)

Closedcircuittelevisionisthemost often usedtomonitor restricted areas and

entrances,public_spaces,andhotel'spremises outsidethebuilding.To_helpsupportthe

CCTVcameras and_monitors,devicesare availablethatcandetectmotion,eitherin image

onthescreen orinthearea_beingmonitored.CCTVcameras are alsoinstalledin

high-securityoutdoorareas whereinstantsurveillanceisdesirableupon receipt of an alarm.

Some hotelusedCCTV for_cashier,storage_facilities,andkitchensurveillance.Avideotape

recorder(VTR)providesa permanent record of_anymotion_observed,butifaVTR isused

withoutimmediateresponsetoan_{accident, the recording}is_onlyanafter-the-factrecord.In

addition, carelessuseofcameras and recordings canbeunfavored_byguests.Fewguests

liketoknowthattheiractivities are observed._Moreover,outsideinstallationswillbe

ineffectiveatnightiflightingisnotenough,orifthecamerasare notdesignedtooperate at

low-light levels. To beeffective,monitors mustbeobservedconstantly._Finally, CCTV

cameras andmonitors require careful and continuous maintenance.Failureofany

componentsofthesystemfor lackofmaintenanceequalsto_havingno system at all.

Photoelectric_Sensing

Infra-red_Sensingisinstalledtodetecttheunwanted presence of aninfra-red

emitting object-usuallyintruder. Microwavedetectorsare active units whichtransmitand

receiveelectromagnetic_{energy in}thedetectionof motion.Perimeterprotection with

microwavesisexcellent,providinglong-rangecapabilities and_stability (Educational

InstituteofAmerican HotelandMotel_{Association, 1984,}p.42).

E. FIRE SAFETY

A hotel's fire_safetysystemisacombination of_technologyandproceduresfor_early

detectionandreactiontofire. Thereare_manytypesfire_safetytechnologyinhotel industry.

Smoke Detectors

Thesystemstransmitinformationfromthesmokedetectorsoverthe_existing

telephonesystemlines,via thebroad bandofthemastertelevisionantenna system(MATV)

or via wirelesstransmission techniques.

World Electronics isthefarthestadvancedinwireless_techniques,which use coded

radio signalsinsteadof_{wiring, conduit,}cable orlinecarrierto transmitthesignalsfroman

activated protectiondevicetocentral receiver.

AutomaticSprinkler

Lodgingorganizationsuseguest room sprinklersystemsand central communication

of guest room smokedetectoralarm.

GuestEvacuationbv Sound

Morepropertieshave installedsometypeof voice sound system whichpermits

voicecommunicationsfroma central controlto_anypart oftheproperty.Otherapproaches

usetelephone_systems,orequipmentinterfacedwiththe_{telephone switch,}withthe

capabilityof_{ringingautomaticallyall guest rooms or all rooms on}

anyselectedfloor. Some

propertieshavemodifiedtheirguest room musicto_ringguest rooms._(Semple, 1986).

F. HOTEL INFORMATION PROCESSING

Thehotel hasto_relyonthecomputerstooperatethehotels. _{That's why}hotel

information processing is important. Themostimportantsystemforthis_{category is}

propertymanagement system.

PropertyManagement Systems

PropertyManagementsystem _(PMS) isa computer systemdesignedtoperform

the tasks_accuratelyand_{efficiently in}ahotelthatarebothrepetitive andtime-consuming.

Thesystemhandlesbasicfrontandbackofficefunctions. Reservationscanbetakenintwo

tofourminutes.Preregistrationroutinesallow automatic assignment of_rooms,and

registration cards are printed outforexpected_{arrivals,reducing waiting}timeatthefront

desk. Uponregistration,guestfolioare_created; telephoneswitchboards arefilledwith

informationon_newlyregisteredguest;housekeepingis informedthatassigned rooms are

nowoccupied; room statusisupdated_showingrooms_occupied,chargesto theguest room

fortheuse oftelephonesareenabled_byinterfacestocall_{accounting system, energy}

managementsystems are_{activated, automaticallyturning}on_{air-conditioning}or_heating

systemsinguestroomsupon registration.

Forback_{office, the}system candoaccount_payable,general_ledger, and

payroll._Moreover,thesystemcancalculatebudgetand_{forecast, inventorycontrol,}

purchasing,physical_propertyand asset_management,andfoodandbeveragemanagement(

Hughes, 1985).

G. HOUSEKEEPINGAND LAUNDRY

The_housekeepingiscontrolled_bycomputertechnology.Anexecutivehousekeeper

enterstheroomstobecleanedintothesystem.Theprogramthenprocessesthisdatato

generate work ordersforemployees.Eachwork order containstheroutinetasksand

specialjobstheemployeeisexpectedtoperform.Itsetsascheduleforinspectionbasedon

dailycleaningschedule.

Managementcan also pull reports_measuringwhat employeesdo beyond_cleaning,

providingbreakdownsoftimespent on_{stockingcarts,mixingsolutions,traveling}between

buildings,takingbreaks, and_movingequipment_amongothertasks _(Rosenbloom, 1990).

The_laundryalso uses microprocessor_technologytosenseordetectcertain_signals,

processthem_rapidlyand-mostimportant-toact onthem. Forexample,wheredraintimes

on washer-extractors were oncefixedandcontrolled_bya preset_timer,asensornow

triggers thenext_stepofthecycle_immediatelyon completion ofthedrain.

Energysavingshavebeen donebytheprecisecontrol of watertemperatureswhere

oncetherewas_onlya selection oftemperatureranges.Microprocessorsallowtheoperator

toexperimentinsearchfortheidealtemperaturetohandlea certain_categoryoflaundry.

Manyfacilitiesare_includingwaterre-useandheattransferequipmentinnew_laundry

installations,and microprocessors_playa central roleinmonitoringthosesystems.

For_qualityand_{productivity, foldingequipment,for large flatworkandfor}small

pieces,uses microprocessor circuittomeasurethelengthof each piece andthespeedat

whichtheequipmentismoving. Someequipment can_easilytrackandfoldseveralsizesof

laundryatthesametimewithout adjustment or_pre-sorting, and stack andfoldwork

accordingtosize asitemergesfromthefolder (Hertig, 1985).

H. DATA COMMUNICATION

Manypropertymanagersandhotelchains_relyon voice_circuits,leased fromthe localphone_{company, tocarry}theirdate. Buttraditionalvoice circuitsare not_specifically

designedtoaccommodate_date,which_maycreate problems.Tosolvethese_problems,

specialized carriershavedealt_expresslyinthetransportofthedata.

DatecommunicationisthetransportationofdatefromPMSto_PMS,andfromthe

PMStothecentralcomputer.

Datecommunicationcarriers use_mostlyphonelinesfortransportbuttheselinesare

specificallydesignedfordata,and arelinkedtogether_{by highlyspecialized,}sophisticated

computerswhich enablethesecarrierstooffer a_veryhigh_qualityofdate to transportand

special services.Datecommunicationis gainingwider recognition asanimportantelement

in informationsystem.Mostofthemajordatacommunication networksuse a_technology

called'packet-switching',wherebyfullenvelopes or packetsofdatearetransmittedover

thephoneline.

Atthe end ofthe_line,thecomputer-often calledacommunicationsprocessor or

'node'

- disassemblesthepacket and routes each user'sdate to theappropriate place.Most

ofthelargerdatanetworkshave'access

nodes'

thespecialized computerlinked-in_many

location-tothephonelines. Thatmeans,forexample,aNew York PMSuser can call a

localaccess node andforthecost of alocalphone_{call, transmit}datetoLos Angeles.

Another_thingthatdatacommunicationsnetworkscan offeris'error-detection'.If

there_{is anydiscrepancy}or_missingdata,it is_immediatelydetectedandthedata isre-sent.

Most datenetworks provide_securitytoprotectthe users'

date. Commontechnique

isa userLD.and password arrangementinwhich a usercannot accessthenetwork without

apre-validatedLD.and apasswordthata userknows (Winegar, 1987).

Chapter UI

METHODOLOGY

Thefindingsofthe_studywerebasedon_primaryresearch conducted_bythe

personalinterviewsof_directorsofthe_engineeringdepartmentsin_luxuryhotelsinthe

centralBangkok._However,the_secondarydatewas collected_byliteraturereview.

Sample Population

Theconvenience sample oftenhotelswas selectedfrom_major,well-known and

luxuryhotelswith400rooms or moreinthecentralBangkok.Allhotels_belongtoThai

Hotel Association.Thehotelsselected wereThe_Oriental,Shangri-La_Hotel, The

Novotel_Bangkok,TheHilton_{Bangkok,Holiday}InnCrownePlaza_Hotel, The

Landmark Hoteland_Plaza,RoyalOrchid_Sheraton,Grand-Hyatt_Erawan, Siam

IntercontinentalHotel,andThe Regent Bangkok.Allofthesemanagetooffer a

standard of personal service whichis impossibletomatch anywhereinthe world,

accordingtothe TourismAuthorityofThailand in 1989. The Orientalprovidestwo

staff per guest.Moreover,ithas hostedtherichandfamoussince 1876.Joseph

Conrad, SomersetMaugham,Graham_Greene,William_GoldingandGore Vidalwere

justafewofthegreat authors whohavestayedhere. Thelistsof_royaltyand other

celebritiesare_{equally impressive. The Oriental has}gainedthereputation oftheworld's

leadinghotel fromtravelorganizations,prestigecustomers,andtradepublications.

SurveyDesign

Literaturereview was usedtodesignthequestions on whattechnologies toask

about._Also,thequestions were asked about_{technologyinvestment,}yearsof

technologyapplication,maintenance_costs,equipment_{buying,technology}versusguest

satisfaction,andfuturetrendsfor hoteltechnology.Thequestionsused were as

follows:

1. Whatdidthehoteluseintechnologies:telecommunications,

audio-visual,energyconservation, securityandsafety,firesafety,hotel

informationprocessing,housekeeping,laundry,anddate

communication?

2. Howmuchdidthehotel invest inthese technologies?

3. For howlonghasthehotel beenapplyingthese technologies?

4. Howmuchareserviceandmaintenancecosts?

5. Didthehotel leaseorbuytheequipment?Why?

6. Whattechnologyisthemost successfulintheaspect of guest

satisfaction?

7. Isitworthwhiletoinvestintechnology?

8. Whatarethefuturetrendsin hoteltechnology ?

Survey Methods

The_surveywasdone_bypersonalinterview. An_inquiryletterwasmailedtoask

forparticipation (See AppendixC). The first letterwas mailedtothegeneralmanager

ofThe Novotel Bangkok. A fewdays_later,a phone call was madetoset_upan

appointment anditwasfoundoutthattheletterwasforwardedto the_engineering

department director. Since then,theletterstootherhotelswere addressedtothe

engineering directorofthosehotels._Again,phonecalls were madetoset_upthe

appointments.Thefirst hotel interviewedwasThe Novotel_Bangkok, followed_byThe

Regent_Bangkok,The Hilton_Bangkok, The_Oriental,andthelastone wasShangri-La.

The interviewswere conductedfrom_January 15to_{February 15,} 1992.

Data Analysis

Thedatefromthe interviewsconductedinthe_{participating}hotelswascompared

andissummarizedinthe resultsection.The_{technology found}inthesurveyedhotels

wascomparedwithfound intheUnited States hotels_accordingto theliteraturereview.

Comparisonswere alsomade_amongtheparticipatinghotels.

Chapter IV

RESULT AND DISCUSSION

Thischapterdiscussestheresults ofthepersonalinterviewsofdirectorsof

engineeringdepartmentsand compares what_technologyisused_amongtheBangkok

hotels. _Moreover,thechapter compares_technologyintheliteraturereviewandthefive

Bangkokhotels_{participating in}thestudy.Thehotelsincludedthepropertiesareshownin

Figures 1 to5.

Figure 1. The _{Novotel Bangkok}

[image:36.523.122.422.138.566.2]

Figure2. The Regent Bangkok

[image:37.523.140.416.88.699.2]

[image:38.523.19.511.186.546.2]

Figure 3. _{Shangri-La Hotel}

[image:39.523.46.480.203.498.2]

Figure 4. The Oriental

[image:40.523.47.478.93.700.2]

Figure 5. The Hilton Bangkok

BANGKOK

THAILAND

Thefollowingsarethecomparisonof_{technologyapplications,technology}

investment,equipment_procurement, years of_technologyapplication andreplacement_plan,

maintenance_{costs,technology}vs guest_{satisfaction,technologyworthwhile,}andfuture

trendsinfive_{major,luxury,}and well-knownhotels in Bangkok.

Technologies in Telecommunications

Three hotelusedNEC PABXwhich wereThe RegentBangkok,Shangri-La_Hotel,

andThe Hilton_Bangkok,whileThe NovotelBangkokusedtheHitachi PABXtelephone

system.

The OrientalusedtheNorthernTelecom_PABX,which waslinkedto themain

computerto_displaythe

guests'

names,theroom_numbers,andthelengthoftelephonecall.

This informationwouldbeprocessedatthemain computerforcallaccounting.

Audio-visual

The Novotelsaidthat theiraudio-visual_technologywasnot as sophisticatedasin

theUnited States because itcouldnotperform_groupmeetings.

The RegentBangkok, Shangri-La_Hotel,andThe Hilton Bangkok hadsatellite

installationswhich couldreceivetheprogramsfrom_HongKong.

The Oriental hasinstalledaTVRO(TelevisionReceivingOnly)satellite receiver

whichplayedanimportantrolein MATV(Music AudioandTelevision).Therewere 16

channels; 5weresatelliteprogramsfrom AsiaandRussia.Now,thehotelwas_planningto

installthePalapasatellite whichwasbelievedtobeabetterprogram.

Energy Conservation

The Novotel hadguest room control.Theguestinsertedthecardintothepanelin

the_room,thelightsthen were_{automatically}tunedon andwhentheguestlefttheroomthe

lightswere_{automatically}turnedoff.Thewindowsintheguest room weredouble-layered

topreventheat_{coming in}fromoutsidethuspreserved_{air-conditioning}energy.The hotel

also used_dimminglightsinthebackofficesand private areas.

TheRegent Bangkok had_energycontroltocontrolthe_{chiller, pump operation,}and

peakdemand.Theprogram wasset onthecontroller.Ifthedemandstarted_{going up,} the

controller shut off_energy-usingunits.Whenthedemandwent_down, theunits were

automaticallyturnedon._However,thehotel didnothaveguest room controlbecausethe

hotelwas_{super-deluxe;}theroomratesincluded_electricitycharges._Dimminglightswere

also usedinthebackofficesandprivateareas.

Shangri-LaHotel hasinstalled_buildingautomation system controlwhichcould

automaticallyturn-onandoffthelightsand air-conditioning._However,thisdidnot_apply

intheguestroom.

TheOriental: Sincethemost_{energy loss}wasfromthesteam_heatingsystem and

therewereleaksintheboilercausingalotof_loss,the_engineeringdepartmentplannedto

installa new_safetyvalve andtriedtoutilizeheat_{efficientlybyinstalling}newinsulate

valvestoreuseheatforotherpurposes. Therewas also a plantoinstallvalve meters at

everyoutlet such asthekitchenandreceivingareastoutilizewastewaterforwateringthe

plants.

The HiltonBangkok:thehotelreliedonthecomputertocontrol maximumdemand

load.

Security and Fire _Safety

The NovotelBangkokusedthecardforroom access andhasinstalledsmoke

detectorsintheguest rooms and sprinklersinthebackoffices.

The Regent Bangkokusedthe_keyforroom access andhasinstalledsmoke

detectorsintheguest rooms andheat detectorstogetherwiththesprinklersintheback

offices.

Shangri-LaHotelused_keyforroomaccessbecauseofitsreliability.In_addition,

thehotel hasinstalledsmoke_detectors,sprinklersandheat detectorsintheguestroomsand

backoffices.

The Orientalwas_hiringguardsand_usingkeyforroom access.The hotel didnot

usethe_keycardbecausemost oftheguests were_agingpeople_preferringsimple and

comfortable style.More_importantly,thehotelwantedtomaintaintheThai imageofthe

hotel. Therewas alsoFLESS(FireLoss_{Energy SecurityStaff)consisting}of_many

departments,such as_security,frontoffice,housekeeping,assistant_manager,and

engineering.A_meetingwasheld everytwomonthstorefreshand reinforcethe_program,

such asfire_drill, fireprocedureandenvironment _training,ifprovided. Thehotelhas

installed Cerberussmokedetectors ineveryguest roomandinthebackoffices.

The Hiltonusedthecardforroom accessbecause itwasconvenientandthedata

canbetraced._Moreover,thehotel hasinstalledheat detectorsand sprinklersintheback

officesandsmokedetectorsintheguest rooms.Therewasalso afireannuciator systemto

signal whichsprinklersoffirepumps were_workingwhenthe fire brokeout. Thesystem

wasinstalledinthe engineeringdepartment, frontdesk,andsecuritydepartment.

Housekeeping and _Laundry

EveryhotelexceptShangri-La Hotelrelied onthecomputerin_housekeepingto

checktheroom_status,theguests'

names,check-in and check-outdates. The_housekeeping

ofShangri-La Hotelhasapplied new_technologyfor housekeeping.The housekeeperwas

called_bythepagersystemtogettheto-becleaned roomlist fromthechief-housekeeper.

The housekeepercould also cleantheroom_bynoticingthesign outsidetheroom.

Concerningthe_{laundry,every}hotelrelied onthecomputertocontrol_washing,

drying,and_spinningperiod. TheequipmentofShangri-LaHotelwas_{Cissell, Jensen,}

Electrolux,and_Bruaun,whilethatofTheOrientalwasSpencer_{washing machine,}Cissell

dryingmachine, D'

Hooge_ironingmachine,andJensen _foldingmachine._However,large

flatworkwasdonemanually.

Data Communication

Noneofthehotel in Bangkok hasappliedthis technology.

Technology Investment

The NovotelandThe_Orientalsaidthat thenumber was confidential.The

The investmentofThe Regent_{Bangkokwas 180-200millionBahtof which}

machineryaccountedfor 150millionBaht. The Shangri-Lainvested inthese

areas:hotel information_{processing,telecommunications,and}

energy

conservation. The_onlyhotel_providingdetailedinvestmentfigureswas

TheHilton_Bangkok,whichisshowninTable3.

Table3

Technology InvestmentofThe HiltonBangkok

Technology Investment(Baht)*

Telecommunication 10 millionBaht

Audio-visual 10 millionBaht

Securityand_Safety 1 millionBaht

FireSafety 5 millionBaht

Hotel Information_Processing 10 millionBaht

Housekeeping 3 millionBaht

Laundry 30 millionBaht

Date Communication 1 millionBaht

* _{1 US$} =

25 Baht

[image:45.523.108.444.358.654.2]

Equipment Procurement

Everyhotel boughtall equipment withdifferent_reasons,forexample_leasingwas

not popularin_Asia,not_{worthwhile,impractical,unavailable,and expensivein Thailand.}

Years of _Technology Application and Replacement Plan

The Novotel Bangkokbeen_usingthe_technologysinceitopenedin 1989.

Therefore,therewas no placement planforthehotel becauseall equipment was stillin

good condition._However,theplan mightbe ineffectin20yearsfor_{air-conditioning}and

laundryequipment.

The Regent Bangkok has been usingthe_technologysince_{its opening in}mid 1983.

The hotelhasreplacedtheguestelevator._However,thehotel hada replacement planforthe

telephonesystem which coulddisplaytheguesfsnamesothat theoperator could greetthe

guest.In_{addition, the}hotelplannedtoreplacetheemployeeelevatortoelectronical control

for fasterservice.

Shangri-La Hotel:thehotelhas beenusingtechnologysinceitopenedin 1 985and

therewas noreplacement planyetbecausetheequipment couldbeused_upto20years.

TheOriental:thehotel has beenusingthe technologiessometimeago. _So,there was

areplacement program formicroprocessor-controlled_modulatingtypeoilburnerwhich

wouldcontroloilinjectionmoreefficiently.

The Hilton Bangkok: these technologiesexceptforaudio-_{visual were used sincethe}

hotelopenedin 1982. The hotelthenplannedtoreplacethesmokedetectorsto

sophisticatedandmore reliable systems andthetelephonesystemtoa more advanced

35

Maintenance Cost

Maintenancecosts of_{The Novotel Bangkok}were 7%to _10%,whilethoseofThe

Regent Bangkokwere no morethan 10%. The Hilton Bangkokwere 10%oftotal

revenues,whilethoseofShangri-LaHotelandtheOrientalwere 3%andlessthan 1%

respectively.

Technology VS Guest Satisfaction

TheNovotelBangkoksaidthat_{everytechnology}wasimportantto theguest

satisfaction,whileThe Regent Bangkokthoughtthat theguest could choose musicstations

fromtheTVremote controlatthesametimehechoseTVchannels or_cable,which was

veryconvenient._Technologyalsoaffectedguest satisfaction equaledto theserviceofthe

hotel; ifthe_technologywasgoodbuttheservice was_poor,theguestwouldnot_stayatthe

hotel. Thesethree_hotels;Shangri-La_Hotel,The_Oriental,andThe Hilton Bangkokagreed

that_technologywas notimportanttothe theguestsatisfaction. Shangri-La Hotelthought

that theguest was moreimpressedwiththeserviceandthe_landscapingofthehotel_along

Chao Phraya Riverthanwithtechnology.The Orientalthoughtthatguest satisfaction came

fromservices_onlyandtheguestlikedtheroom stylebecauseoftheinfluence. _Finally,

TheHiltonthought thattheguest wasmoresatisfied withtheservices morethan

technology.

Investment Worthwhile

EveryhotelexceptShangri-LaHotelagreedthatitwas worthwhiletoinvestin

technologieswithdifferentreasons, forexampletheguest paidfortheroomthusexpected

conveniencesfromthe_{hotel,technology}could_helpin_{eliminatinglabor,}andtobeableto

compete with othersintheindustry. On_{the contrary,}Shangri-La Hotelthoughtthatwhat

wasimportantwasthe_easyoperation of_technology; nottheinvestment.

Future Trends

TheNovotelBangkokthought that_everyhotelwould gofor_technologyandthe

technologywouldbecomemore_{sophisticated,}forexample_{air-conditioning}would

consumeless_energy,and cableTVcouldbeviewedfromall overtheworld.

The RegentBangkoksaidthatautomatic control_system;thecomputer wouldbe

usedtocontrolthemachineoperationthus_eliminatinglabor. Thesystem would controlthe

property's_temperature,humidity,and_energy-usingequipment.

Shangri-La Hotelthoughtthattelecommunications:thetelephonewouldbe very

sophisticatedand the computers wouldbeimprovedtobemore efficientfortheusers.

TheOrientalstatedthatnew_technology,such as afloor butleror_housekeeper

pagingsystem wouldincreasetheservicesofthehotel._Moreover,thehotelplannedtoset

upthe_BuildingAutomation System in 1993tocentralizeall controlsinthehotelwith_only

one panel.

The HiltonBangkok:_Energyconservationwouldemphasizeonenvironmental

protection. _Therefore,the_technologyinvolvedwasthesewageplanttechnology.

Moreover,communication andinformationbetweenthehotelsespeciallythehotelchains

couldberetrievedfromthecomputer.

Thequestions andthe_summaryand comparison of_technologyusedin The Novotel

Bangkok,The Regent_Bangkok,andShangri-La Hotelare providedin Table 1. Thesame

questions, summary,and comparisonisprovidedfor TheOriental,andThe Hilton

Bangkok inTable 2.

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Comparison Between Literature Reviewand _Technology in

Bangkok Hotels

Telecommunications:Theliteraturereview statedtwokindsoftelephone_systems,

whilethe_{telecommunications inBangkokhotelswere}

onlyonekindoftelephonesystem

which wasPABX. Thedifferencewasthat thehotelsusedifferentbrandsofPABX.

Audio-_visual:

Accordingtotheliteraturereview,audio-visualincreased internal

communication_network,providedaudio-_visualfor

groupmeetings, guest-room

entertainment,andinformation. Theaudio-_{visualinBangkokhotelswere not sophisticated}

asintheUnitedStates._However,four hotelshadsatellitestoreceivetheprogramsfrom

abroad.

Energyconservation:Therewere variouskindsof_energyconservationinthe

literaturereviewbutwhatintheBangkok hotelswerejustguest room_{control, chiller,}

pumpoperation,and peakdemand_control,and_buildingautomationsystem control.

Securityandsafety:Therewere electroniclocksystems,andclosed-circuit

television,guest-room_safes,andphotoelectricsensing,whilethoseinBangkokhotels

were card or_keyforroom access.Regardingthefiresafety, theliteraturereview andthe

Bangkokhotelswerethesameingeneral,whichwere smoke_detectors,heat_detectors, and

sprinklers.

Hotelinformationprocessing: Theliteraturereview mentioned_property

management_system,whilethiswasnot applicablein Bangkok.

Housekeepingandlaundry: theliteraturereview andBangkok hotelsusedthesame

technology, which relied onthecomputers.

Datecommunication:theliteraturereview stated someinformationaboutdata

communication,which was not applicablein Bangkok hotels.

Chapter V

CONCLUSION

Tosum_{up,technologyinBangkokhotelsisnotas sophisticated asintheUnited}

States._{Generally, onlyluxuryhotelsinvestedintechnologytomaintaintheleadership}in

theindustry._However,thereare some_technologythatBangkokhoteloperatorsdidnot

thinkitimpactedservices or guest_{satisfaction,} such asaudio-_visual.

Nevertheless,

Bangkok hotelsare ratedthebestservicehotelsintheworld. _Luxuryhotel operators are

also convincedthat_technologydoescontributetoserviceenhancement which satisfiesthe

guestintermoftimeand cost._Therefore,thehotelscan_{stay in}competitive edge.

MostoftheBangkokhotelsusePABXtelephonesystems andinstallsatelliteto

receivetheprogramsfromabroad._{Regardingenergy conservation,}theBangkok hotels

applied guest room_{control, chiller, pump operation,}peakdemandcontrol,and_building

automationsystems.The hotelsuse_keyand cardforroomaccess andinstallheat_detectors,

smoke_detectors,and sprinklersintheguestroomsandbackoffices._Housekeepingand

laundryrelyonthecomputersbutlargeflatworkisdonemanually._However,hotel

information_processinganddatecommunicationwere not applicableinBangkokhotels.

Forthefuturetrendsof_technology,thedirectorsof_{engineering believe}that_everyhotel

will gofor technologyand_technologywillbecomemore_{sophisticated,}forexample

air-conditioningwillconsumelessenergy,and cableTVcanbeviewedfromall overthe

world, theautomatic controlsystem, the telephonesystem,andsewageplanttechnology.

Another_interestingpointisthat thehotelsboughtallequipmentbecauseleasingis

not popular and availableinAsia. Inaddition,thehotelsthought that_technologywas not

very importantto theguestsatisfaction._Theybelievethatservice,roomstyles,andthe

landscapingofthehotel_propertywereimportant._However,all saiditwas amusttoinvest

in_technologyfor better_{services, competition,}andlaboreliminationinthefuture.

TherecommendationsfortheBangkok hotelsarethathoteloperatorshavetovisit

thehotelsintheUnited_{States, Europe,}orJapantoseehoteloperationsand_technology

development. _So,theBangkokhotelscan_developanimportedsystem of_technologywith

thelocalagentinordertocompete withthethe internationalhotelchainsallovertheworld.

REFERENCES

Achorn, Edward. _(1992, February). The _Big Picture On TVs. Lodging, pp.

24-26

Becker, Herbert. _(1988, October)._Energy Conservation. Lodging, pp. 37-38

Buchholz, Terry. _(1985, January). _Property Management Systems. Lodging.

pp. 33-47

Chervenak, Larry. _(1992, January). _Technology Trends' 92. Hotel & Resort

Industry, pp. 52-66

Chervenak, Larry. _(1991, January). _Technology Trends 1991. Hotel & Resort

Industry , pp. 30-36

Chervenak, Larry. _(1990,January). 1990 Close-up: Hotel Technology. Hotel

& Resort Industry, pp. 52-60

Chervenak, Larry. _(1989,January). 1989 Update Hotel Technology. Hotel &

Resort Industry, pp. 44-56

Chervenak, Larry._(1989, January). _Microchip Miracles Make Systems More

Affordable. Lodging, pp. 25-29.

Chervenak, Larry. _(1987, October). The State of Hotel _Technology 1987.

Lodging. pp. 17-29.

Chervenak, Larry. _(1988, July/August).The State of Hotel _Technology 1987.

Lodging, pp. 43-50

Chervenak, Larry. _(1987, October). Security: How New Systems Enhance

Protection. Lodging, pp. 18-19

Coulton, Anne. _(1990, March). Tech Talk Back. Lodging Hospitality,

pp. 89-90

Coyne, Robert. _(1986, October). _Property Management Systems. Lodging,

pp. 22-25

Ellis, Raymod. _{(1984, October). Fire Protection. Lodging,} pp. 29-33

Geller, Lawrence. _(1991, August). Embrace _Approaching Technological

Revolution. Hotel&MotelManagement. pp.28-30

Gottlieb, Stan._(1989, January).Technology's Major Aim: Enhance Service.

Hotel & Resort Industry, pp. 56-61

Hertig, Daniel. _(1988, October). Computerized Laundry. Lodging, pp. 41-42

Hughes, Terry. _(1985, October). _Property Management System. Lodging, p. 86

Ministry of _{Finance, Thailand. (1991).} Queen Sirikit Convention Center.

pp. 32-33

Redlin, Michael H.,and David M. Stipanuk. (1989). Managing Hospitality

Engineering Systems. Michigan: Educational Institute of the American

Hotel & Motel Association.

Reiss, Marc. _(1989, October). Telecommunications. Lodging, pp. 29-35

Rosenbloom, Parcy. _(1990, April). Computerized _Housekeeping For _Simplicity

and Productivity. Lodging, pp. 24-25

Semple, Brooks. _(1986, October). Fire Safety. Lodging, pp. 39-40

Tourism _Authority of Thailand. (1989). Thailand, pp. 1-4

Wagner, Grace. _(1992, January). _Tuning In. Lodging Hospitality, p. 60

Winegar, Joan. (1985, October). Date Communication. Lodging, pp. 49-50

Wolfe, Jack. _(1984, March). _Energy Management Systems. Lodging, pp. 59-64

Whiteley, Jerry. _(1989, October). Audio-_{Visual Systems. Lodging, pp. 33-36}

APPENDIX A

Map of Thailand

Map ofThailand

Map ofBangkok With Hotel Locations

HI The Menam Hotel H2 Shangri-la Bangkok

H3 TheOriental,Bangkok Hl6 H4 Royal OrchidSheraton Hotel HI 7

H5 HolidayInnCrowne Plaza Hotel H18

H19

H20 H21 H22

H23

H24

H25

H26 H27

TheMansion Kempinski

BangkokHotel

The Imperial

HiltonInternational Bangko TheRegentofBangkok

Grand HyattErawan Bangkc

LeMeridien President Arnoma SwissotelBangkok Novotel Bangkok

Hotel SiamInter-Continenta

Asia Hotel IndraRegent Hotel

Siam _CityHotel PrincessHotel

APPENDLX C

Hotel _Technology

Guest Room Control

iflBl; i

Ifc 1

HVAC Centralized System

Ving Card for Room Access

!

i-. p

itt

m

m

m

Security: Closed Cicuit Television

Fire _Annuciator and Smoke Detectors

Computerized Washing Machine