Handheld Devices in Hospitality Operations
By Michael L. Kasavana, Ph.D., CHTP, NAMA Professor in Hospitality Business, School of Hospitality Business, Michigan State University
 Hospitality technology is moving guest services and staff functionality from fixed position desktop computers to mobile handheld devices. As a result the hospitality industry is starting to reap the benefits of wireless technology in the form of convenience, custom market services, and enhanced operational efficiencies. Guests are capable of making reservations, accessing hotel services, and settling an account via a handheld device. Staff can perform several front and back office functions, coordinate housekeeping tasks, and monitor the guest cycle from a palmtop device. Once data is captured by a handheld device, it most likely will need to be transferred to a desktop system. While not all handheld hospitality applications are operated as wireless, an increasing number of applications are moving in that direction, given the evolution of Bluetooth technology.
Handheld Devices
There are two forms of handheld devices being applied to hospitality operations: personal digital assistant and cellular phone. A personal digital assistant (PDA) is a portable computer small enough to be held in the palm yet powerful enough to exchange data with a larger, desktop computer. A PDA typically is designed to support personal information management (PIM) functions, such as address book, calendar, scheduler, and calculator. PDAs, however, can also be configured for an array of business applications. While some marketers strive to differentiate PDA devices (stylus-based) and Pocket PC (keyboard-based) devices, most consider both devices part of the PDA family.
A cellular phone uses special codes to identify the phone, the phone's owner and the service provider. When in use the phone relies on an SID (system identification code) to coordinate call placement between the phone and base station. When the phone SID and the control channel do not match, the cellular phone is described as roaming. Cellular phones are basically duplex radios that operate using either analog or digital signals. Analog technology is older and offers the widest coverage area. Some cell phone providers offer both analog and digital service and users can elect to purchase a dual-mode phone. Dual-mode phones will automatically switch from digital to analog if the digital signal is dropped.
Personal Digital Assistant
A personal digital assistant (PDA) is a full-function miniature computer designed to compliment or augment a desktop computer, not replace it. PDAs fall into two general categories: handheld and palm-sized. The major differences between the two are size, display, and mode of data entry. Handheld units tend to be comparatively larger and heavier with a larger LCD display and scaled keyboard. Palm-sized devices are relatively small and lighter with a smaller LCD display. They rely on stylus and touch screen technology in combination with handwriting recognition software for data entry.
Common PDA components include a microprocessor, operating system, memory, batteries, LCD display, input device, and input/output ports. The microprocessor coordinates all PDA functions while the operating system is pre-programmed to direct microprocessor operations. There are three types of PDA operating systems: Palm OS (developed by 3Com), Windows CE (developed by Microsoft), and proprietary OS devices. A PDA does not have a hard drive. It stores programs in a read-only memory (ROM) chip and places user data and add-on programs in the device’s random access memory (RAM). Hence, when a PDA is turned on (i.e. powered up) all its resident programs are readily available. PDAs are powered by alkaline or rechargeable batteries and rely on power management software to extend battery life. PDAs also come with AC adapters to operate off household electric current. PDA liquid crystal displays (LCD) vary in size and the screen is used for both input and output. Input devices vary in how data and commands are input: miniature keyboards, touch screen, stylus, buttons, and handwriting recognition software. Eventually most PDAs will incorporate voice recognition technology for automatic speech recognition. Input/output ports are important for synchronizing a PDA to a desktop computer.
Device Connectivity
A handheld computer is small enough to fit in the palm of the hand and can be connected to a desktop computer system via cable, modem, or wireless connectivity. Handheld devices are typically connected to a larger system to synchronize file content. The two most popular cradle synchronization utilities are HotSync (for the Palm OS operating system) and ActiveSync (for the WIN CE operating system). Several current hospitality property management applications require cradle synching to host systems. For example, housekeeping status and inventory control applications enable the user to conduct the application independent of a host system. Once the task or shift is complete, the data can be transferred to the larger system to ensure current and consistent information.
Wireless Connectivity
There are two options for wireless connectivity: fixed wireless and mobile wireless. Both formats rely on radio frequency transmission to manage connectivity. Fixed wireless enables an immobile user to connect with others in remote areas without the need to install cabling. Fixed wireless devices derive electrical current from a local utility company while mobile devices rely on battery power. Portability and mobility certainly present unique opportunities for the hospitality industry. Wireless technologies include spread-spectrum, infrared, and microwave. Spread spectrum connectivity has a wide reach with a communication range up to twenty-five miles between devices. Spread spectrum technology has a transfer speed of 6-8 Mbps (million bits per second). Microwave data transfer communications have about half the range of spread spectrum transference (12 miles) but can move data quicker (10 Mbps). Infrared (abbreviated IrDA) has an approximate range of one mile with a transfer speed of up to 155 Mbps. In addition, newer handheld devices are being constructed as Bluetooth-compatible.
Bluetooth Technology
Bluetooth (named after a tenth-century Danish king) is the latest in wireless technology. Bluetooth refers to a short-range radio technology aimed at simplifying communications among handheld devices. Bluetooth's main advantage over infrared is that it does not require line of sight and therefore is the technology expected to complement or replace infrared (IrDA).
Bluetooth technology is configured similar to a cordless phone system with handset transceivers (portable devices) and base stations (fixed devices). Several Bluetooth devices can operate within the same cell without interference.
Cellular Phones
In the 1980s, the Advance Mobile Phone Service (AMPS) was introduced. AMPS worked by dividing a geographic area into sections referred to as cells. The purpose of these divisions was to make effective use of a limited number of transmission frequencies. Each connection, or conversation, required its own dedicated frequency, and the total number of available frequencies is about 1,000. More recently, a version of AMPS known as Narrowband Advanced Mobile Phone Service (NAMPS) was implemented. NAMPS incorporates digital technology to allow the system to carry about three times the volume as the original version. Even though it uses digital technology, both AMPS and NAMPS are considered analog technologies and do not offer many of the features common in digital cellular service such as e-mail and Web browsing.
Digital cell phones rely on the same radio technology as analog phones but in a different way. Analog systems do not fully utilize the signal between the phone and the cellular network. Analog signals cannot be compressed and manipulated as easily as a true digital signal. Digital technology is very efficient and enables high traffic volume within a given bandwidth. For example, digital phones convert voice into binary information and then compress it. This compression allows nearly ten times the cell traffic of a single analog call.
There are three common technologies used by cell phone networks for transmitting information: Frequency Division Multiple Access (FDMA), Time Division Multiple Access (TDMA), and Code Division Multiple Access (CDMA). FDMA puts each call on a separate frequency and separates the spectrum into distinct voice channels. TDMA assigns each call a certain portion of time on a designated frequency. TDMA has three times the capacity of an analog system using the same number of channels CDMA assigns a unique code to each call and spreads it over available frequencies. CDMA, after digitizing data, spreads it out over available bandwidth. Multiple calls are overlaid over each other on the channel, with each assigned a unique sequence code. CDMA is a form of spread spectrum, which simply means that data is sent in small pieces over a number of discrete frequencies.
WAP
The wireless application protocol (WAP) is supported by a variety of handheld device operating systems and provides secure and instant access to information. WAP enables complex application software due to its large storage capacity and Internet compatibility (HTML, XML, and WML compliant). A unique WAP utility is the micro-browser that allows access to WAP-supporting Websites. Web providers can benefit by having access to mobile surfers. Handhelds employing WAP technology provide more functional possibilities for both guests and hospitality staffers. WAP applications are typically available for mobile phones, pagers, and similar communicators.
Convergence
Convergence refers to the merger of two or more disparate technologies, for example, PDAs and cellular phones. Several vendors now offer convergent PDA phones with two-way messaging, Internet access, wireless modem, and a variety of voice features. As more hospitality management functions move to handheld devices, PDA phones will likely be the hardware of choice.
Summary
Near-future handheld wireless applications are expected to produce additional paperless data processing from remote locations, through abbreviated procedures, across the hospitality landscape.
APPENDIX A
Hospitality Device Suppliers
Ameranth, ameranth.com
Central Point Technologies, centralpointtech.com
Hewlett-Packard, hp.com
Hotelware Corporation, hotelwarecorp.com
Infogenesis, infogenesis.com
Javelin Systems, jvln.com
MAI Systems, maisystems.com
Multi-Systems, Inc., msisolutions.com
OBI Software, obisoft.com
Palm Computing, palm.com
PokkY Manufacturing, pokky.com
Red-M, red-m.com
APPENDIX B
Choice Hotels – Web Clipping Application for Palm VII
 
APPENDIX C
Examples of Hospitality Property Implementations
MSI Property Management Systems (Phoenix) and Holiday Inn Wall Street (NYC) – guests utilizing Bluetooth enabled devices can gain wireless access to the MSI PM system; guests can check-in without front desk interaction, guest can obtain room key, unlock room door, pay bill, check messages, and check-out through a handheld device. To ensure security, guests must register their unique Bluetooth identification number with the hotel and be assigned a PIN number to verify guest status.
Ameranth Technology Systems (San Diego) and Jimmy Lu’s Bistro (Dallas) – wait staff take and distribute guest orders from tableside with a 13-ounce wireless handheld computer via buttons and touch screen with stylus; expectation is that the handhelds provide faster and better customer service while satisfying employees with high tech curiosity.
Ameranth Technology Systems (San Diego) and Improv Comedy Club (Dallas) – wireless ticketing, food service, table management, and payment processing.
Ameranth Technology Systems (San Diego) and Starwood Hotels and Hospitalitys Worldwide (White Plains NY ) – incentive and training programs for wireless housekeeping (room cleaning) functions.
InfoGenesis (infogenesis.com) and Bacara Hospitality & Spa (Santa Barbara) – handhelds for extensive poolside and beachside offerings with connectivity to a wireless network.
Culinary Software Services offers ChefTec PDA mobile food and beverage system; offer physical inventory and ordering applications.
Ameranth Technology Systems (San Diego) and Ibertech Aloha (Bedford, Tx) – tableside wireless handheld ordering and payment processing…i.e. Handheld messages to POS
Carlson Hotels (Minn) Worldwide MACH-1 device – a wireless handheld device giving hotel executives mobile access to management information in real time.
CompuWave’s Wireless Restaurant System – wireless ordering system for ordering, dispatching, and billing with minimal paperwork.
Choice Hotels International (Silver Springs MD) – web application clippings for Palm VII download for guest reservations, availability, and view existing reservations.
|
