Transcript Document

What Should I Look For When Selecting
a High Speed Internet Access Solution?
What Should I Look
For When Selecting a
High Speed Internet
Access Solution ?
Produced by Hospitality Financial and Technology Professionals
What Should I Look For When Selecting
a High Speed Internet Access Solution?
Introductions
• Chris Hartmann - Managing Director,
HVS Technology Strategies
• Jeffrey Parker, CHTP Director of IS, Magnolia Hotels
• Jack Healan – President,
Amelia Island Plantation
Produced by Hospitality Financial and Technology Professionals
What Should I Look For When Selecting
a High Speed Internet Access Solution?
Agenda & Key Areas
• Connecting to the Internet
• Wiring the Hotel Network
• Connecting the Hotel Network
• Business & Service Models
• The Future
• Real Life
• Discussion
Produced by Hospitality Financial and Technology Professionals
What Should I Look For When Selecting
a High Speed Internet Access Solution?
Connecting the Hotel Network
Hub/Switch
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Bandwidth/Throughput
Gigabit Ethernet (cat5e/6/Fiber)
Bandwidth (50Kbs units)
Internal network
20,000
100 BaseT
Internal network
2,000
HDTV compressed (per channel)
TV viewing
380-480
WiFi Access Point (max)
Internal network
220
10 BaseT
Internal network
200
SDTV compressed (per channel)
TV viewing
90-120
Cable Internet access (avg max)
Internet connection
60
Full T1
Internet connection
30
DSL (avg - 768k)
WiFi Access Point (min)
Internet connection
Internal network
15
10
Dial up modem (max – 56k)
Internet connection
1
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Connecting Your Property to the Internet
• Shared (DSL / Cable / Powerline)
• Dedicated (T1, Fractional T1)
– National & Regional Phone Carriers
– Data Providers
– CLECs
• Wireless (Point to Point) and Satellite
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Building the Hotel Network
• Ethernet Cable (Cat5e / Cat6)
• Shared Telephone (DSL)
• Shared Video (TV coax)
• Shared Power (plugs into electrical socket)
• Wireless (WiFi today)
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
HSIA Wiring Questions
• Guest Profile?
– Includes Security, Reliability, Ease of Use, Usage
Patterns
• Convergence: Phone, Video, Controls
• Timing for Installation, Upgrades
• Competition, Guest Expectations
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
HSIA Wireless Comparison
Pros
Cons
Allows freedom to move
Less secure-able
Usually less expensive
Usually lower throughput
Expected in common areas
More difficult to support
Supports multiple guest
devices
Easier to charge for
Won’t support real-time
applications (voice, video)
Can’t restrict to guests easily
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Connecting the Hotel Network
• Router / Modem
• Hubs / Switches (Ethernet)
• Wireless
– Access Points
– Wireless Ethernet Bridges
• Firewall / NAT
• Proxy Server
• Content (Web) Server ?
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Connecting your Guest to the
Hotel Network
• Ethernet Cables - Presentation and Theft
• USB
• Wireless
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Internal WiFi Cards (built into laptop)
USB
PC Card
Pre-Programmed Bridges
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Potential Pitfalls
• VPNs
– Address type (Static or Dynamic)
– IPSEC, PPTP, proprietary
– NAT (Network Address Translation) Issues
• Wireless connections (SSID, WEP, other)
• Authentication & Enhanced Security
• Email Problems
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Business & Service Models
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In-room, Common areas, Meetings
Free versus Paid
Third-party paid systems
Pricing based on Bandwidth
Terms & Conditions of Use
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
The Future
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Scalable Bandwidth (WiMax, Wired)
Ubiquitous WiFi, ?
Fully Managed Connectivity
Other In-Room IP Devices
Multiple Guest IP Devices
Cell Phone Networks
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Real Life
• Must Have HSIA
• Some Service Will Be Free (Value Add)
• Customer Support Will Fall to Staff Physical Presence
• Problems Exist
• Guest Expectations and Internet
Environment will continue to change
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
The
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The Hunt for HSIA:
Experience
A 4 Diamond property
HSIA for 363 guest rooms
14 meeting/conference rooms serviced for HSI
Noted for guest service innovation
A multi-use property
More than 50% of guests are connected to a
business meeting or conference held at the
property
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
AIP spent 2.5 years researching and
trialing a variety of solutions
 Different technologies tested
• Ethernet over Cat-5 retrofit
• LRE over phone line
• Broadband over electric
• Wireless
•  Different service and support models
evaluated
• In house managed service
•  Different business models considered
• Revenue sharing
• Hotel purchased equipment
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What Should I Look For When Selecting
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AIP Selection Criteria
• Premier service and support
• At the highest levels given AIP’s guest profile
• Reliability
• Uncompromising quality levels given AIP’s meeting
room and conference requirements
• End-to-end accountability
• A full service solution and single point of
responsibility
• Low overall total cost of ownership
• Competitive offer that maximizes revenue potential
• Non-intrusive, low cost installation
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
The Obstacles Encountered
Costs
• Retrofitting for Cat-5 & LRE solution proved
prohibitive
• Wireless guest rooms proved costly given property
configuration and number of access points required
• Revenue sharing eroded HSIA profit potential since,
at least for now, it is a paid service
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
The Obstacles Encountered
Resources
• Service and support was probably the most critical
solution component for AIP given guest profile
• Several interesting technical solutions offered no
and/or limited support (e.g. over electric)
• Managed services would have stretched existing staff
and created the need (and added costs) to add
personnel to cover three shifts
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What Should I Look For When Selecting
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The Obstacles Encountered
The Hassle Factor
• “Piecemeal” vendor solution required many points of
coordination; adding complexity for hotel IT team
• Internally managed solutions did not provide an easy or
efficient billing integration process
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What Should I Look For When Selecting
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Our Decision: HSIA Over Coax
• New technology leveraging in room coax cabling
• Less intrusive installation – minimal guest room
downtime
• Fast installation - 363 rooms installed in 3 weeks
• Good bandwidth capacity (5 Mbps down/512 Kbps
up)
• Enables a true plug and play solution
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a High Speed Internet Access Solution?
Premier Service and Support Provided
• 24 x 7 help desk
• No hotel troubleshooting needed
• Aggressive service level agreements provided
• Full network monitoring in and outside the property
• On site maintenance handled via local service teams
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a High Speed Internet Access Solution?
An Attractive Flat Rate Business Model
HSIA…and only one bill
• Equipment costs built into the recurring monthly fee
• Up front capital costs avoided; freeing capital funds for
other projects
• Predictable recurring monthly fee helps op ex
management
• Flat rate also includes transport
• Flexibility to set prices and keep all revenue generated
from the service
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
The Result
AIP brand and reputation enhanced
Guest satisfaction maintained/exceeded
Revenue stream improved
Produced by Hospitality Financial and Technology Professionals
What Should I Look For When Selecting
a High Speed Internet Access Solution?
Topics for Discussion
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General Questions & Answers
Infrastructure
Pricing
Barriers to Entry
Competitive Set
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What Should I Look For When Selecting
a High Speed Internet Access Solution?
Contact Information
• Chris Hartmann - [email protected]
HVS Technology Strategies
• Jeff Parker – [email protected]
Magnolia Hotels
• Jack Healan – 904.277.5101
Amelia Island Plantation
Produced by Hospitality Financial and Technology Professionals