At Trident, Bandra Kurla, Mumbai, our data centre has been designed to monitor network, servers, interfaces, guest internet and telecommunications. We have implemented the Blade Servers, Avaya EBABX streamline gateways, small form factor desktops, POE switches for wireless devices and complete 100% uptime in terms of UPS backup. A simple process like using a firewall as your gateway and proxy saves the cost of one desktop with software and AMC, while providing a more secure internet environment. We have combined both the technologies (voice and data) together, to be managed by a single support function head. Our idea is to ensure optimum utilisation of maximum resources and increase the efficiency experienced by end users. Saving time, space, energy, paper – you could also say that this is the first step towards creating a ‘Green IT’ environment.
We have implemented multiple operations-oriented software in our hotel, like a real-time Visitor Management System, ‘Go Concierge’ software at the front desk to handle all guest requests and information updates and ‘Glitch Process Handling’ for the operations teams to be able to resolve issues and identify trends. An RFID based system is in place for elevator and guest room access, while ‘SMS@Work’ for the security team eases the pressure in disaster situations by sending online bulk SMS. Business models like cloud computing, virtualisation, print intelligent, disaster recovery and new services software are going to have a major impact on the hotel information technology industry in the near future. Social media for hotel marketing is changing the world and we need to see what comes next after Twitter. The new tools available on social networks are Foursquer.com, Googlebuzz.com, and Hot Potato. The N generation of wi-fi network will change the internet connectivity in terms of access speed for guests.
In coming years, IT should be focussed on examining the reliability and future of automated check‐in kiosks; utilising technologies to make guest rooms more flexible and adaptable to individuals needs; considering the impact of DLP (Data Loss Prevention) on corporate reputation and financial loss; reducing the organisation’s power usage and carbon footprint through virtualisation, thin client and blade servers; developing an effective cloud strategy and enhance existing service offerings, and exploring future trends for SaaS (our Go Concierge runs on the SaaS model).Further, the future will see an integration of VoIP into hotels communication design to reduce costs, and investing in Agile technologies rather than bleeding edge technologies. Social network attacks will be one of the major sources of attacks in 2010 because of the volume of users and the amount of personal information that is posted. Users’ inherent trust in their online friends is what makes these networks a prime target. There is a need to build a social media policy. In 2010, social media will get even more popular, mobile, and exclusive – at least, that’s my guess. The near-term trends we could see as soon as next year could be sharing no longer means just e-mail; mobile becomes a social media lifeline and social business becomes serious play.
Major web sites are going to be transformed into web services – and will effectively expose their information to the world. Note that we can also see this trend play out currently with widgets and especially Facebook and Twitter.
Online video/internet TV as a trend has already exploded on the web – but we get the sense there’s a lot more to come yet. Higher quality pictures, more powerful streaming, personalisation, sharing and so much more. In today’s time, YouTube, and Tedx are the live examples.Rich internet applications (RIA) continue to increase in use and functionality, allowing sophisticated effects and transitions that are important in keeping the user engaged. This means developers will be able to start focussing on a flawless experience for users. It is going to be an exciting time for anyone involved in building the new web.
Evaluating the need of single sign-on or one-key for end users will give them the flexibility in terms of accessing the information as per their need. This year, we’ll see more feasibility testing on the use of virtual worlds for workplace learning, mobile learning and DIY – essentially, a continuous growth in rapid e-learning as an approach. There will be a balance of top-down initiatives to identify and select high-impact opportunities with managed anarchy experimentation for personal productivity technology, and a redefining of data, applications, processes, products and enterprises identifying.
Ravish Jhala is the systems manager at Trident, Bandra Kurla, Mumbai. He is also the proud recipient of the Hotelier India 2009 Awards ‘IT Person of the Year’.
