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CHTP REVIEW. Today’s Session Structure. Four-Hour Review Designed for Exam Review Sectioned Same as Exam Breaks when needed. What To Expect. Multiple Choice and True/False 4 Sections 250 – Choose most correct answer 70% Passing grade in each section. General Technology :

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Today s session structure l.jpg
Today’s Session Structure

  • Four-Hour Review

  • Designed for Exam Review

  • Sectioned Same as Exam

  • Breaks when needed


What to expect l.jpg
What To Expect

  • Multiple Choice and True/False

  • 4 Sections

  • 250 – Choose most correct answer

  • 70% Passing grade in each section


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General Technology:

Network Administration   

Emerging Technologies   

Telecom   

System Architecture 

Targeted Technology:    

Facilities   

Club Applications   

Resort / Spa   

Marketing / Web Applications

Hotel Technology:   

Accounting / Payroll / HR   

Food and Beverage   

Lodging Applications 

Managing Technology:   

Time and Attendance Systems

General Management   

System Strategies   

System Analysis and Selection

Review Topics


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General Technology

Section One


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A combination of programs, gives some computers and peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Network Operating Systems


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NT peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Server 2003

Novell

Linux

UNIX (HP-UX/AIX)

Network Operating Systems


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File Management peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Memory Management

Peripheral Control

Network Communication

The O/S Kernel


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Network Design peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Connectivity

  • Provides communications across a defined network.

  • Advantages

    • Data Sharing

    • Application Sharing

    • Device Sharing

    • Communications (packets)

  • Local Area Network (LAN)

  • Wide Area Network (WAN)

  • Metropolitan Area Network (MAN)


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Network Architecture peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Definition: The technique used by a NIC/LAN adapter to control access to a cable and cable connectors.


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Network Architecture peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Two Types:

  • Peer to Peer: client-based

  • Client Server: server based

    • Have a higher startup cost than peer to peer networks; provide good control, backup, and management of critical data; offers security, data management, fast response and room for expansion, but DOES NOT need all the software installed on the server.


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LAN peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Definition:A configuration of workstations that enables users in the same office to share data, programs, and output devices (such as printers).

  • Cable Connections:

    • Fiber, Twisted Pair, Coax, and Twinax

      • Fiber Optics is used for the fastest possible throughput at very long cable lengths

      • Twinax is not the recommended line for moving large data or video files.

  • Connection type and speed:

    • 10Mbps, 100Mbps, 1000Mbps (Gigabyte)


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WAN peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Definition: Multiple connection of computer networks, from building to building, city to city, state to state, and country to country utilizing DSU/CSU router.

  • CSU/DSU: Channel Services unit/ Data Services unit. Is used to connect computers, video equipment, and multiplexors to digital phone lines.


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WAN peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Connections type and speed:

    • ISDN (128Kbs)

      • offers the lowest overall circuit cost type of service for connection of remote network sites to a central location.

    • T1 (1.5Mbps) and T3 (up to 45Mbps)

    • The standard speed is NOT 100Mbps.

  • NOT Associated Technologies

    • NIC’s, Repeaters, Hubs & Apple Talk


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Network Security peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Network Login and Passwords

    • Promptly change your password on initial login for proper security procedures for user-level passwords

  • Single Sign-on

    • Components of a single sign-on system include authentication and a directory service.


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Network Security peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • PGP - Pretty Good Privacy

    • Software that implements public key cryptology that requires a key pair of both a public key and a private key

  • SSL – Secure Socket Layer

    • Is built upon Public key encryption, Digital Signature, and Digital Certificates, but NOT Single Key system using substitution encryption.

  • To defeat SSL and PGP you would utilize Cryptanalysis, Reverse engineer of the implementation, and Pass phrase attack, but NOT insider security information.


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Network Security peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • SNMP – Simple Network Management Protocol

    • an application layer protocol that facilitates the exchange of management information between network devices.

  • Network File Access

    • controls security rights for users files

  • Biometric Technology

    • Is capable of enhancing physical security such as guest and employee entry.


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Firewalls peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Software and hardware that filters and secures your private network, allowing only authorized access and transmissions of your internal data.


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Computer Viruses peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Malicious computer programs:

    • Virus

      • Unauthorized set of programmed code that attaches itself to other programs.

    • Worm

      • Independent programs that may replicate itself throughout the network.

    • Trojan Horse

      • Masquerades as a legitimate program but has malicious software inside

  • Are computer bugs a virus??


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TCP/IP – Transmission Control Protocol/Internet Protocol peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Is NOT a telecommunication communications protocol.

TCP Packets:

Are numbered so they can be reassembled in the correct sequence at the destination.

Are transmitted over the network as capacity becomes available.

Forwarded across the network separately and do not necessarily follow the same route.

Do not contain destination addresses only.

Header information includes

Total length of the packet, destination IP address, Source IP address, and Error checking information. DOES NOT include sender’s login information.

TCP/IP


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Packet Switching peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Checking for valid packets, destination address, best route, assembling packets in order, but NOT for data compression.

Static verses Dynamic Addresses

DHCP: Dynamic Host Configuration Protocol is used to assign dynamic IP addresses on an as-requested basis.

3 Classes of IP Addresses

TCP/IP


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Class A peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

###. xxx .xxx . xxx (ex. 26.x.x.x)(1-126).(1-254).(1-254).(1-254)

Class B

### .###.xxx .xxx (ex. 172.16.x.x)(128-191).(1-254).(1-254).(1-254)

Class C

### .###.###.xxx (ex. 192.168.1.x)(192-223).(1-254).(1-254).(1-254)

IP Address Classes


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Parallel Transmission peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Multiple channels to transmit several bits of data at a time

  • Timed pulses sent on other wires within the same cable to coordinate the flow of data

  • Parallel ports, parallel cable, user configuration of controller

  • Over short distances -LAN


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Serial Transmission peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Single channel to transmit bit by bit

  • Bits travel as a sequence over a single wire with start and stop bits to coordinate data flow

  • Serial cable, serial ports, user configuration of controller

  • Long distances - telephone transmission


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Modems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Converts on and off digital pulses of computer data into on-and-off analog tones that can be transmitted over a normal telephone circuit.

  • Uses:

    • Allow computers to communicate over distances

    • E-mail, internet, bulletin boards

    • Polling, file transfer, system support


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Today’s Technologies peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Smart Cards

  • XML

  • Bluetooth

  • VPN

  • VoIP

  • HSIA

  • ASP


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Smart Cards peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Embedded micro chips that store personal information, allow credit and commerce transactions, access to room and other information.


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XML – eXtended Markup Language peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Language that is not constrained to a fixed format and allows trading partners to create their own data tags for information exchange, has become the standard for all markup language, provides data in a format that is easily exchanged & non-proprietary.


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XML Example peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Guest Reservation

<?xml version="1.0" ?>

      <Reservation GuestName="Mr. Jim Smith">

           <GuestAddress>

<GuestStreet>123 Peachtree St.</GuestStreet>

<GuestCity>Atlanta</GuestCity>

<GuestState>GA</GuestState>

            <GuestZip>30030</GuestZip>

<HomePhone>(404) 577-1234</HomePhone>

</GuestAddress>     

           <Payment Method="Credit Card">

<CardType>Visa</CardType>

<CardNumber>4999 1234 5678 8901</CardNumber>

<ExpDate>2006-05-31</ExpDate>

</Payment>

<ReservationId>1654739</ReservationId>

<Property>NoTel Motel</Property>

<ReservationMade>2004-05-28T10:23:44</ReservationMade>

<CheckinDate>2005-21-06</CheckinDate>

<CheckoutDate>2005-24-06</CheckoutDate>

<NumOfNights>3</NumOfNights>

<BedType>King Size</BedType>

<Smoking>Non Smoking</Smoking>

<PillowType>Polyester Fill</PillowType>

<SpecialRequest>Godiva Dark Chocolate</SpecialRequest>

</Reservation>


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Bluetooth peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Distance Limitations

    • 30 feet (10 meters)

  • New Technology

  • Communications between any electrically powered device or appliance


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VPN – Virtual Private Network peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Allow for secure connections that “tunnel” through the Internet to connect 2 private LAN’s or Computers, which reduces costs overall.


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VoIP – Voice over Internet Protocol peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Set of facilities used to manage the delivery of voice information over the Internet. VoIP involves sending voice information in digital form in discrete packets rather than by using the traditional circuit-committed protocols of the public switched telephone network


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HSIA – High Speed Internet Access peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Acceptable methods for providing HSIA service to guest rooms:

    • Wireless proximity

    • Telephone network

    • Electrical wiring system

    • Cable system


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DSL peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

ISDN

Frame-relay

T-1

T-3: OC-3/DS-3

Bandwidth


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ASP – Application Service Provider peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Is the server model in which hardware is housed and maintained off-site, yet users can access the application and data via a web-based Internet connection.


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Telephone Switches peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Trunking

    • Trunk lines are defined as a telecommunications line between 2 switching systems.

  • Incoming call routing

    • Uses caller IDAutomatic Number Identification (ANI) information to retrieve customer records from a database and send the records and call to a specific call center operator.

  • DeMarc

    • The point where responsibility for telecom services into a building transfers from the carrier to the end user organization.


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Telephone Switches peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Voice over IP

    • Place voice and fax calls over internet connections. Does not provide HSIA or In-room internet connectivity, hotel operators to receive free telephone services.

  • Automated Call Distributor (ACD)

    • Useful for Reservations, PBX and Room Service departments.

    • ACDs would not be used to automatically generate Express Checkout reports.

  • Automatic check out is not a function of a PBX system.


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Guest Room Telephones peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Features that may be included

    • Data port sets

    • 2 line capability

    • ADA hearing impaired feature handset

    • Hands free speaker phone capability

    • One button dialing and redialing


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Database Management Software peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Allow users to catalog and store information for future use

  • Collection of related facts and figures designed to serve a specific purpose

  • Possible Uses:

    • Preparing mailing lists for marketing and promotional activities.

    • Help managers sort through personnel records to identify performance review dates for employees that correspond to the dates on which they were hired


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Database Structures peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Files organized in ways that facilitate searching for data, updating data, and generating accurate, timely and useful reports for management.


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Files, Records, and Fields peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Files

    • “THE” Database

    • i.e... Inventory, purchases, suppliers

  • Records

    • individual information

    • contains “key” field

  • Fields

    • identified by type of info.

    • Text, Calculated, Logical, Date, etc.


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Database Structures peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Hierarchical

    • Resembles that of the root of a tree

      • Arranges Files, Records, and Fields

      • Master Records and Subordinate Records

      • Data inherit attributes, or rights, from it’s parent

  • Relational

    • Tables are related to each other through key field

      • Tabular Structure

      • Data appears only once and not replicated multiple times

  • Flat

    • One Large Table (Flat File)

    • Files are stand-alone collections of data.


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Data Management Concepts peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Data Warehouse

    • Collection of data from different sources

    • Provides input for decision making

    • The repository of all data

    • Data is received and stored following specific validation rules

  • Data Mart

    • Separate database designed for specific group of users (e.g. marketing, group sales, etc.)

    • Data is extracted from Data Warehouse to protect its integrity

  • Data Mining

    • Statistical and rule-based reasoning to findpatterns in data (e.g. forecasting occupancy)

    • Should be performed against the Data Mart


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Other Terms peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • File Server - Computer that controls the flow of information along a network and stores files created by application programs, has large storage hard drive with space to share, and provides the capability to simultaneously access the same file.

  • Application server - Enables several users to offload specialized tasks onto a shared computer.

  • Secondary storage devices - Refers to Hard drives, CD-RW, DVD-RW, Zip Disks, Removable storage devices, but NOT RAM.

  • High Availability - Options include Multi-processors, disk arrays, redundant power supplies, but NOT Spare Memory Modules.


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Hotel Technology peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.Section Two


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Central Reservation Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Affiliate Systems

    • System that services an entire chain

    • All properties are contractually related

  • Non-Affiliate Systems

    • Contracted to individual properties

    • Subscription based service

    • Apply to independent hotel properties

    • Have some type of charge or cost

  • Interfaces

    • One-Way verses Two-Way


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Global Reservation Systems (GDS) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • International joint ventures of diverse companies

  • Direct linking of: hotels, airlines, car rental companies,andtravel agencies using the internet or other private computer networks


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Revenue and Yield Management Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Revenue Management

    • Program helps hotel managers determine whether a reservation request should be accepted or rejected in order to maximize revenue for a specific period of time.

    • Takes advantage of rate hurdles

  • Yield Management

    • The ratio of actual revenue to potential revenue.

    • Room rates should be higher when demand exceeds supply.

    • Oversell Guidelines maximize revenue potential by selling all available rooms.


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Property Management System (PMS) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

The computer-based lodging information system that helps track guests and their special request or inquires.


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PMS Front Office Applications peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Reservations Module

    • Used to process room requests.

    • Most helpful in forecasting occupancy

  • Revenue Management Module

    • Maintains the room and package rates

  • Rooms Management Module

    • Maintains current room status information.

  • Guest Accounting Module

    • Maintains the guest charges and payments


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Property Level peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.Reservations Module

  • An integrated module of the PMS

  • Reduces paperwork, redundancy, clerical

  • Interface point to CRS

  • Quick access to reservation information


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Rooms Management Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Strengthen communications between Front Office and Housekeeping

  • Current room status information

  • Room assignment and check-in

  • In-house guest information

  • Organize Housekeeping activities

  • Management reporting


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Guest Accounting Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Enables posting directly to guest and non-guest accounts

  • Enables management control over financial aspects of the guest cycle

  • Eliminates the need for guest folio cards and posting machines

  • Monitors credit and sets the folio at a no-post status when charges approach the house limit


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The Audit Trail peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Cross references from:

  • source document serial number

  • work-shifts

  • cashiers

  • POS terminals

  • departmental accounts


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Credit Card Processing peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Interface to Systems

  • Reduces Cost

  • Insures Accuracy

  • Non-repudiation

    • a solution that offers protection against disputed charges to the merchant.


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Integration v. Interfacing peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Integrated Systems:A systems which contains a number of subsets that perform separate tasks yet operate within the same structure.

  • Interfaced Systems:More than one system that are linked together through the use of hardware and software in order to provide communication between separate programs.


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PMS Interfaces peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Point-of-Sale

  • Call accounting systems

  • Electronic locking systems

  • Energy management systems

  • Auxiliary guest services

  • Guest-operated devices


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Call Accounting System (CAS) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Designed to place and price outgoing calls, and post telephone charges to guest accounts.

    • Not a guest’s credit card

  • Interfaces to PMS and Telephone Switch

  • Automatic ID of outward dialing (AIOD)

    • immediately identifies the extension from which a call is placed

  • Least cost routing

    • Directs calls over the least-cost available line, regardless of carrier.

    • When this line is busy, the device prompts the system to use the next least expensive line.


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Call Accounting System (CAS) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Performs the following functions

    • call placement

    • call distribution

    • call routing

    • call rating

    • call recording

  • Preferred Features

    • Separate guest calls from admin calls

    • Long-duration calls can be priced at flat rate

    • Area codes can be updated by hotel management

  • Reasons for reduced telecom revenue

    • Increased use of Email

    • Calling Cards/Pre-Paid Cards

    • Growing cell phone usage

    • High mark-ups on long distance phone calls


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Accounting Modules / Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Accounts Receivable

  • Accounts Payable

  • Payroll Accounting

  • Inventory Accounting

  • Purchasing

  • Financial Reporting


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Accounts Receivable Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Maintains account balances

  • Processes billings

  • Monitors collection activities

  • Generates aging of A/R reports

  • Audit reporting on all A/R transactions


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A/R Ledgers peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Guest Ledger

    • Lists all accounts for in-house guests

  • City Ledger

    • Lists all accounts receivable balances of guest who have checked out

      • guest folio balances

      • non-guest accounts

      • bill-to accounts

      • credit card billings

      • group accounts

    • Advance Deposit Ledger


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Accounts Payable Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Contains Vendor Master File

  • Posts vendor invoices

  • Monitors payment discount periods

  • Determines amounts due

  • Cuts checks for payment

  • Check reconciliation

  • Management reporting


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Other Accounting Topics peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Payment Terms

    • 2/10 Net 30 Days

  • Blind Drops

  • Basic Posting Formula in Audit Process

Previous Balance + Debits – Credits = Net Outstanding Value


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Payroll Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Employee master file

  • Gross and net pay for salaried and hourly employees

  • Cuts paychecks

  • Payroll and tax registers and reports

  • Labor and cost reporting for management


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Inventory Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Inventory Master File

  • Inventory Status

  • Inventory Valuation


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Inventory Valuation peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • FIFO(First in First Out - Latest)

  • LIFO(Last in First Out - Earliest)

  • LIPO(Surgical Removal of Subcutaneous Fat)

  • Actual cost

  • Weighted average


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Purchasing Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Purchase Order File

    • par levels

    • lead time quantity reorder point

  • Telecommunication of P/O’s

  • Bid Specification File


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Financial Reporting Module peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Chart of Accounts

  • Trial Balance File

  • Financial Statements

    • Balance Sheet

    • Income Statement

    • Statement of Cash Flows

  • Ratio Analysis


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POS Terminology peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Auto-Coursing - time dependent circle of service

Forced Modifiers - automatic prompts for order details

Menu Engineering - profitability and sales analysis

Prechecking- authorization for production/service

Postchecking - check totaling for print/settlement

Reports - server, day part, shift, terminal, outlet

Server Banking - reconciliation by server, not cashier

Hand Held – remote input device


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Food and Beverage peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices. Management Applications

  • Process data related to back-of-the-house food service activities

  • Common management applications

    • Recipe Management

    • Sales Analysis

    • Menu Management,

      • Engineering and Costing


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The Menu Engineering Grid peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

$ $ $

Puzzle

Star

Contribution

Margin $

Plowhorse

Dog

70%Menu Mix %


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F&B Cost Control peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Standard Recipe Benefits

  • Net Weight/Volume

  • Standard Portion Cost

  • #60 Scoop


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Sales, Marketing and Web Technologies peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.


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Event Management Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.Sales / Catering Software

  • Proposal / Contract

    • Maintains client requests, room nights, menu items, and records all equipment and space commitments.

  • Banquet Event Orders (BEO)

    • Serves as a final contract for client and generates work assignments for the Catering staff.

  • Ingredient File

    • Contains items like tables, chairs, china, flatware, tents and entertainment.


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CRM - peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.Customer Relationship Management

  • Enables organizations to know their customers on an on-going basis and not just for the life of that transaction, that meal or that guest stay.

  • Will track the history and status of every customer interaction and help workers to give personalized service.


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CRM - peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.Customer Relationship Management

  • Implementation Includes:

    • Customer Data and Analysis

    • Technology and Staff

    • Strategies and goals

  • Considerations should NOT include:

    • Thanking regular customers for their loyalty

    • Surveying customer needs


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Marketing Techniques peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • One to One

  • Broadcast (Mass)

  • Permission


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Web Based Marketing peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Cookies / Tokens

    • Client-side tracking so customer does not have to identify themselves again

  • Unique Visits / Hits

    • Server-side tracking by using log files to identify the customer

  • Banner Advertising

    • Is a cost per action

  • Conversion

    • The moment a customer buys


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E commerce peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • b2b (business to business)

    • Most sophisticated type of internet transaction

    • Requires the highest level of trust between the parties

  • b2c (business to customer)

    • Customers should get same benefits at the store / location as on the Internet

    • Discounted prices on the web site versus voice is not a consistent B2C ecommerce model

  • b2e (business to employee)

    • Employee portal that allows access to human resource information such as job postings, work schedules and work policies

  • Secure Electronic Transaction (SET)

    • More secure than SSL

    • Non biased authentication

    • A single trusted international source


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Web Terminology peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • World Wide Web (www) consists of three components

    • HTTP – Hypertext Transfer Protocol

    • HTML – Hypertext Markup Language

    • URL – Uniform Resource Locator

  • Domain Name System (DNS)

    • An internet service that converts internet names and resolves them into Internet Protocol (IP) addresses.


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Targeted Technology peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.Section Three

Facilities

Clubs

Resort/SPA

Emerging Technologies


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Electronic Locking Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Hard-Wired System

    • Codes the key and changes the door at time the key is first made at the front desk.

  • Micro-Fitted System

    • Depends upon a pre-coded microprocessor in each lockset at the guest room door and front desk encoder.


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Electronic Locking Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Features

    • Unique keys (instantly changes)

    • Audit trail capability

    • Key code expiration

    • Automated dead-bolt with “Do Not Disturb”

    • Key must be removed for door to open to protect from possibility of keycard theft

    • Control access to virtually every area of the hotel, including exterior doors, storage areas, admin areas, meeting rooms and guestrooms


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Electronic Locking Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Features

    • Enhanced guest security by monitoring the status of every guestroom door opening, even when entry is achieved without the guest’s issued key

    • Review the audit trail to determine which assigned keys gained entry to a guest room.


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Energy Management Systems (EMS) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Guest Control

    • Enable guest to have full and complete control of room temperature when physically present in the room.

  • Demand Control

    • Turns off units for varying periods of time without affecting environment or comfort conditions.

    • Maintains pre-determined energy usage levels.

  • Duty Cycling

    • Turns off equipment on a sequential basis for a given period of time each hour also without affecting environment or comfort conditions


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Energy Management Systems (EMS) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Room Occupancy Sensors

    • Infrared or ultrasonic waves used to register the physical occupancy of a room

    • When the guest leaves, sensors react, and following a short delay, lights, and HVAC are reset to default settings.

  • PMS Interface

    • Provides energy control opportunities to minimized energy usage in direct relation to anticipated occupancy levels.


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MEMBERSHIP peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

TRACKING

FIXED ASSET

ACCOUNTING

GENERAL

LEDGER ACCTG

INVENTORY

CONTROL

PAYROLL/

PERSONNEL

EVENT

MANAGEMENT

POINT-of-SALE

CONTROL

HOTEL

OPERATIONS

Club Systems


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Club Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Primary Objectives for Implementing a POS System in a Club Environment

    • Increases internal controls

    • Improves member services

    • Enhances staff productivity

    • NOT to reduce staff

  • When planning to computerize a club’s information systems, they should identify the application software first.


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SPA Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Spa Reservation Systems

    • 3 components

      • A provider/associate

      • A facility/room

      • The equipment needed

    • Allows automatic assignment of available time slots to multiple guest, all arriving during similar blocks of time, with various services being selected.


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SPA Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Spa Reservation Systems

    • Utilize criteria for treatment rooms and service specialists, instead of just rooms and available space requirements.

    • Priority and Percentage Load methods are used to allocate spa resources when making an appointment for a treatment.


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SPA Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Interfaces:

    • Property Managements System(s)

    • Point of Sale System

    • Internet Reservations

  • Retail

  • Inventory

  • Point of Sale

  • Gift/Debit Card System


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Golf Tee Time Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Usage

    • Book rounds weeks in advance

    • Match individual players to create 4-somes (yield manage)

    • Block individual holes for planned maintenance

    • Manage play on multiple courses

  • Ways To Book Reservations

    • In Person

    • Via Lottery

    • Internet

    • Email


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Golf Tee Time Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Golf Operations Terminology

    • Shotgun

    • Aeration

    • Handicap


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Club Websites peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Typical divided into 3 sections

    • Member Partition

    • Staff Partition

    • Guest Partition

  • Desired synchronization features

    • Member roster synchronization

    • Member online account review


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Club Websites peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Member Accounting on the Web

    • most commonly shared via a zipped file generated from the accounting system and sent to the website nightly

    • Real-time data access methods, such as XML (eXtended Markup Language) or OLTP (OnLine Transaction Processing), is not widely used in today’s Club applications

  • Reasons For Failure

    • Content under-appreciated

    • Site is under-promoted

    • Site is under-funded

    • Site is under-appreciated


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RFID peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Definition – Radio Frequency Identification

    • A technology used to transmit data by a mobile device and read by a reader that is not connected via a wired connection


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RFID peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Types of Tags

    • Passive

      • Have no internal power supply

      • Incoming radio signal provides just enough power for the CMOS integrated circuit in the tag to power up and send a response

      • Practical ranges of 10cm up to a few meters

    • Active

      • Have their own internal power source used to power integrated circuits and broadcast the signal to the reader

      • Usually more reliable making them more effective in harsh environments

      • Practical range of 100 meters

      • Battery life up to 10 years


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RFID peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Privacy Concerns

    • Purchaser of an item may not be aware of the existence of the RFID device

    • Myths related to RFID Privacy include

      • Easy to intercept the RFID signal and steal the individual’s identity

      • Since many tags contain similar data elements, it is easy to confuse one’s identity with another

      • Tags can easily be removed and attached to other items or people


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Uses of RFID in Hospitality peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Cashless RFID Systems

  • Asset Management

  • Waterparks

  • Lost Children

  • Resort Tasks

  • Casino Operations

    • Gaming chips are now embedded with RFID devices to track where users go and precisely how many gaming chips are used


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Universal Serial Bus (USB) peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • A widely used hardware interface for attaching peripheral devices.

    • Up to 127 peripheral devices can be attached to the bus

  • History

    • Began to appear on PCs in 1997

    • Windows 98 was first version of the Windowsoperating system to support USB natively

  • Types of Connections

    • A – Upstream

    • B – Downstream

    • Mini A & Mini B

      • Used on small portable devices such as PDAs, music players, digital cameras and cell phones


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Cell Coverage In The Hotel peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Operational Benefits

    • Staff members can communicate with one device and not require cell phones, PDAs and pagers

    • Staff can be contacted easily when away from the property

    • Staff can respond to issues in real-time

  • Concrete and Steel

  • Cell Phone Amplification

    • It’s expensive

    • Can be directly tied to guest satisfaction and Guest recovery strategies

    • In-building solutions do not affect external coverage areas


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Evolving US TV Regulations peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Stations Convert to Digital Format

    • US Markets must convert by 2/17/2009

    • Most provide digital today

    • Analog signals must be turned back to the government for first responder use

  • Point of Encryption

    • Digital movie producers require their signals to be encrypted

    • All the way to the display unit!!!


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Evolving US TV Regulations peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • All TVs Sold After March 01, 2007

    • Must be HDTV Ready

    • HDTV ready does not mean it includes a ATSC tuner

  • ATSC – Advanced Television Standards Committee

    • Created voluntary standards for TV sets which were adopted by the FCC in 1996

    • Addresses aspect ratios, resolution and frame rates and includes how the sound and video are encoded and transmitted


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Managing Technology peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Section Four

HR / Time and Attendance

General Management

System Strategies

System Analysis and Selection


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HRIS Systems peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Personnel & Benefits Administration

  • Business Expense Tracking

  • Vacation days earned

  • I-9 Information

  • Family Medical Leave Act (FMLA) Tracking

  • Organizational Information


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HR Concepts peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Personnel & Benefits Administration

  • Equal Employment Opportunity (EEO)

    • Provides opportunities for employees and applicants without regard to Race, Religion, Pregnancy, Veteran Status

  • Bereavement Leave

    • employee benefit used to grant excused time away from the workplace to attend a funeral


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HR Concepts peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Personnel & Benefits Administration

  • Computer Usage & Security Policy

    • Should be in place and understood by ALL to safeguard both the company and the employee

  • Family Medical Leave Act (FMLA)

    • A federal law that allows an individual up to 12 weeks leave based on medical necessity for self, child, spouse or parents

    • Employers with 50 or more employees

  • E-Mail & Internet Usage Policy

    • All Electronic mail messages are the property of the company


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General Management peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Executive Information Systems (EIS)

    • Provide an overview and report statistics on Rooms, Payroll and Financial Data within your property

  • Lifting

    • never twist at the waist rather than using your feet to change direction

    • Slide load as close to your body as you can

    • Get help if too heavy or bulky

    • Raise yourself using leg and hip muscles

    • Slightly bend your knees


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General Management peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Human Resources

    • As a Technology manager, your first priority is to ensure the safety and security of your employees in the workplace

  • Fire and Safety

    • Upon detecting a fire

      • Call 911

      • Remove yourself and others from harm’s way

      • Notify your leaders

      • Print an in-house guest list by room number (for EMS services to use)


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Asset Management peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Manage total cost of ownership (TCO) and life cycle

  • Mandate employees use company owned equipment

  • Track location of assets


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Cost of Ownership peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Software Costs

  • Help Desk / Support Functions

  • Training


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Networks / Security peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Peer to Peer / Client Server

    • Peer to Peer share equally the processing

  • Multiprocessors

  • Security Controls

    • The IT security plan should be designed and implemented by the systems manager not the security department, GM, or risk manager

  • Disaster Plan

    • Should include prevention, evacuationand recovery


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System Decision Factors peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Application Functionality

  • System Reliability

  • Vendor Service/Support

  • System Performance

  • Ease of Operation

  • Vendor Reputation / References

  • Communications Capabilities

  • Software Flexibility

  • Price/Total System Cost


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1. Put together a “Systems Team” peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • People from different areas of the operation

  • Everyone has the potentialto provide important input

  • Include representatives from management, kitchen operations, service, and accounting


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2. Analyze Current Information Needs peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Create a profile of your operation

    • outlines the needs of the operation for the vendors

    • Meeting users needs is critical when purchasing a new computer system

  • Put together a “wish list”

  • Include absolutely necessaryand “nice to have”

  • Attributes will become the“frame of reference”


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3. Collect Sales Information peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Contact system vendors

  • Request sales information

  • Obtain vendor information from local, or national organizations or publications

  • Visit trade shows like…


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4. Establish System Requirements peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Use the list of attributes from step 2

  • Add the optimum configuration

    • For example in a restaurant

      • How many terminals and printers will be necessary

      • What types of terminals (touch screen, keyboard interface, etc.)

      • What type of network you would like to implement


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5. Write an RFP peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Request for Proposals

  • Create a Property Profile

  • Describe the selection process and its parameters

  • List your system requirements

    • Don’t allow vendors to use their own bid format

  • Obtain Vendor Information

  • Request Program Documentation

  • List System and Service Costs

    • Request estimation of hidden, indirect, direct but not opportunity costs


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Request for Proposals peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Whose systems meet your needs?

RFP’s should include:

  • Property/Company Materials (describe your business)

  • Bidding Requirements

  • Computer Application Requirements

  • Should NOT include financial statements


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6. Evaluate Vendor Responses peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Establish criteria and a scoring system

  • Have each member of the project team evaluate each proposal

  • Combine the results and narrow the field to 2 or 3 vendors

  • Respond to all vendors relaying their status in the selection process following the results of the evaluation of vendor responses


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7. Visit “Live” Sites peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Schedule a site visit to one or more sites that are using the system in question.

  • Take along a list of questions to ask the operator regarding the system and the vendor’s performance.

  • It is hard to forget a bad experience, or stop talking about a good one.


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8. Conduct Scripted Demonstrations peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Allows you to see exactly what you want rather than what the sales person wants you to see.

    • Prevents unfocused demonstrations of neat system tricks

  • Provide the vendor with your menu, or a sample of your menu.

  • Construct a series of transactions that you would like to see, highlighting those transactions that are frequent and particular to your operation.

  • Maintain control of the demo


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Support peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Does software support include upgrades? If not, what is the charge?

  • What are the hours of the support help-line (nights and weekends)?

  • How is support time billed? How are fractions of hours billed?

  • Is there an additional charge for support that requires a site visit? What is the charge?


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Training peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

Site Preparation

Design of Printed Materials

Initial entry of database elements

System Conversion

Documentation

Contingency Planning

Vendor Support

Acceptance Testing

Installation Factors


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Definitions peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Strategic Planning

    • following levels of decision-making, supported by a management information system, involves future-oriented goals and objectives of an organization

  • Operator’s Guide

    • computer system documentation serves as training material oriented toward specific application procedures


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Definitions peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • System Conversion

    • Process of switching from the current information to the capabilities of a newly purchased computerized system

  • Contingency Planning

    • Plans which are developed for possible operations where the planning factors (eg scope, forces, destination, risks, area of responsibility etc) have been identified or can be assumed.

    • is NOT one of the Fundamental areas of acceptance testing of a new computer system


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Keys to a Successful Purchase peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • Organize, Organize, Organize

  • Avoid being rushed

  • Maintain control of the process

  • Never pay until product is ACCEPTED

    • Acceptance testing includes – system integrity, hardware and software efficiency but NOT contingency planning


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Questions peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.


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Review Materials peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.

  • CHTP Study Guide Volumes I & II

  • How Networks Work

  • The Essential Guide to Internet Business Technology


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Good Luck! peripherals the capability to accepts request for service across the network, and provide computers the capability to correctly use network devices.


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