Transcript Document

New Program
Review Session
&
Preparation Material
Today’s Session Structure
 Four-Hour Review
 Designed for Exam Preparation
 Sectioned the same as Exam
 Breaks When Needed
What To Expect on Exam
 Multiple Choice and True/ False
 3 Sections
 180 Questions – Choose most correct answer
 70% Passing grade in each section
 Must pass 2 of the 3 sections for conditional credit
Exam Breakdown & Review Topics
Section 1
1.1
1.2
1.3
Hospitality Applications
Guest Facing
Guest Impacting
Back Office
Questions
20
20
20
Section 2
2.1
2.2
2.3
Technology Management
Strategic Planning
System Selection
General Management
Questions
10
10
20
Section 3
3.1
3.2
3.3
Core Technology
Infrastructure
Technology Systems
Security
Questions
30
30
20
Questions so far?
Lets get started…
Section 1
Hospitality Applications
1.1 Guest Facing
1.2 Guest Impacting
1.3 Back Office
Section 1
Hospitality Applications
1.1 Guest Facing
1.1 Guest Facing
HSIA – High Speed Internet Access
 Acceptable methods for providing HSIA service to
guest rooms:
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Wireless proximity
Telephone network
Electrical wiring system
Cable system
1.1 Guest Facing
HSIA – High Speed Internet Access
Other items to know
 Tier pricing
 Web Portal Authentication
 Network Isolation
 Wireless protocols
1.1 Guest Facing
Energy Management Systems (EMS) & Control Systems
1. Guest Control
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Enable guest to have full and complete control of room temperature when physically
present in the room.
2. Demand Control
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Turns off units for varying periods of time without affecting environment or comfort
conditions.
Maintains pre-determined energy usage levels.
3. Duty Cycling
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Turns off equipment on a sequential basis for a given period of time each hour also
without affecting environment or comfort conditions.
1.1 Guest Facing
EMS & Control Systems Cont.
4. Room Occupancy Sensors
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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.
5. PMS Interface
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Provides energy control opportunities to minimized energy usage in direct relation to
anticipated occupancy levels.
1.1 Guest Facing
Golf & Tee Time Systems & Management
Usage
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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
Tournament Management
Shotgun Starts
Ways To Book Reservations
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In Person
Via Lottery
Internet
Phone
Email
1.1 Guest Facing
Golf Operations Terminology
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Shotgun Start
Aeration
Handicap
90 Degree Rule
Cart Path Only
Pace of Play
Double Tee Start
1.1 Guest Facing
Locks and Security
Hard-Wired & Wireless 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.
1.1 Guest Facing
Locks and Security - Features
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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
 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.
1.1 Guest Facing
Mobile Apps
A mobile app is a computer program designed to run on smartphones,
tablet computers and other mobile devices.
Apps are usually available through application distribution platforms,
which began appearing in 2008 and are typically operated by the owner of
the mobile operating system.
1.1 Guest Facing
Mobile Apps
Near field communication (NFC) is a set of ideas and technologies that
enable smartphones and other devices to establish radio communication
with each other by touching them together or bringing them into
proximity, typically a distance of 10 cm (3.9 in) or less.
1.1 Guest Facing
eCommerce
 b2b (business to business)
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Most sophisticated type of internet transaction
Requires the highest level of trust between the parties
 b2c (business to customer)
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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)
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Employee portal that allows access to human resource information such as job postings,
work schedules and work policies
 Secure Electronic Transaction (SET)
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More secure than SSL
Non biased authentication
A single trusted international source
1.1 Guest Facing
Telephone - VOIP
Set of facilities used to manage the delivery of voice information.
Voice over IP
 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.
 Place voice and fax calls over internet connections. Does not provide HSIA or
In-room internet connectivity.
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.
1.1 Guest Facing
Telephone
Guest Room Telephones may feature:
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Data port sets
2 line capability
ADA hearing impaired feature handset
Hands free speaker phone capability
One button dialing and redialing
1.1 Guest Facing
Entertainment
 Pay-Per-View/Video OnDemand
 Games
 SmartTV’s
1.1 Guest Facing
Entertainment
Digital Rights Management (DRM)
DRM is a class of technologies that are used by hardware
manufacturers, publishers, copyright holders, and
individuals with the intent to control the use of digital
content and devices after sale.
1.1 Guest Facing
Marketing
 One to One
 Broadcast (Mass)
 Permission
1.1 Guest Facing
Marketing
 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
1.1 Guest Facing
Signage
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Schedule of Events
Flight Boards
Way Finding
Marketing
Menu Boards
Section 1
Hospitality Applications
1.2 Guest Impacting
1.2 Guest Impacting
Property Management
The computer-based lodging information system that helps track
guests and their special request or inquires.
1.2 Guest Impacting
Property Management
PMS Front Office Applications
 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
1.2 Guest Impacting
Point of Sale (POS) / Retail
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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
1.2 Guest Impacting
Food & Beverage
 Process data related to back-of-the-house food service activities
 Common management applications
 Recipe Management
 Sales Analysis
 Menu Management
 Engineering and Costing
1.2 Guest Impacting
Food & Beverage
Cost Controls
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Standard Recipe Benefits
Net Weight/Volume
Standard Portion Cost
#60 Scoop
1.2 Guest Impacting
Customer Relationship Management (CRM)
1.2 Guest Impacting
CRM
 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.
1.2 Guest Impacting
CRM
 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
1.2 Guest Impacting
Distributed Antenna System (DAS)
DAS is a network of spatially separated antenna nodes connected to a
common source via a transport medium that provides wireless service
within a geographic area or structure.
DAS antenna elevations are generally at or below the clutter level and
node installations are compact.
A distributed antenna system may be deployed
indoors (an iDAS) or outdoors (an oDAS).
1.2 Guest Impacting
Sales & Catering
 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.
1.2 Guest Impacting
Revenue Management
 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.
1.2 Guest Impacting
Reservations Management
 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
1.2 Guest Impacting
Reservations Management
Global Reservation Systems (GDS)
 International joint ventures of diverse companies
 Direct linking of: hotels, airlines, car rental companies,
and travel agencies using the internet or other private
computer networks
1.2 Guest Impacting
Reservations Management
Property Level Reservations Module
 An integrated module of the PMS
 Reduces paperwork, redundancy, clerical
 Interface point to CRS
 Quick access to reservation information
1.2 Guest Impacting
Reservations Management
Property Level Reservations Module
 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
1.2 Guest Impacting
Housekeeping (expediters, mobile)
1.2 Guest Impacting
Engineering & Maintenance
1.2 Guest Impacting
Membership System (clubs)
 Primary Objectives for Implementing a POS System in a Club
Environment
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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.
1.2 Guest Impacting
Membership System (clubs)
 Primary Objectives for Implementing a POS System in a Club
Environment
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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.
1.2 Guest Impacting
Membership System (club web sites)
 Typical divided into 3 sections
 Member Partition
 Staff Partition
 Guest Partition
 Desired synchronization features
 Member roster synchronization
 Member online account review
 Tee Times or Tennis court reservations
1.2 Guest Impacting
Spa Systems and Management
 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.
1.2 Guest Impacting
Spa Systems and Management
 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.
1.2 Guest Impacting
Spa Systems and Management
 Interfaces:
 Property Managements System(s)
 Point of Sale System
 Internet Reservations
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Retail
Inventory
Point of Sale
Gift/Debit Card System
1.2 Guest Impacting
Call Accounting
 Performs the following functions
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call placement
call distribution
call routing
call rating
call recording
 Preferred Features
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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
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Increased use of Email
Calling Cards/Pre-Paid Cards
Growing cell phone usage
High mark-ups on long distance phone calls
Section 1
Hospitality Applications
1.3 Targeted Technology
1.3 Back Office
1.3 Back Office
Content Management System
A content management system (CMS) is a computer application that allows
publishing, editing and modifying content, organizing, deleting as well as
maintenance from a central interface.
Such systems of content management provide procedures to manage
workflow in a collaborative environment. These procedures can be manual
steps or an automated cascade.
CMSs are often used to run websites containing blogs, news, and shopping.
Many corporate and marketing websites use CMSs. CMSs typically aim to avoid
the need for hand coding, but may support it for specific elements or entire
pages.
1.3 Back Office
Web content management system
 A content management system is a bundled or stand-alone application to create,
deploy, manage and store content on Web pages.
 Web content includes text and embedded graphics, photos, video, audio, and code
(e.g., for applications) that displays content or interacts with the user.
 A Web CMS may catalog and index content, select or assemble content at runtime, or
deliver content to specific visitors in a requested way, such as other languages.
 Web CMSs usually allow client control over HTML-based content, files, documents, and
Web hosting plans based on the system depth and the niche it serves.
1.3 Back Office
Inventory Management System
1.3 Back Office
Inventory Management System
 A system for tracking inventory levels.
 A tool for organizing inventory data that is often
associated with and is similar to distribution software.
 Let’s managers automate the process of tracking rooms
and food and beverage consumption.
 Reminders can be set as availability levels diminish.
1.3 Back Office
Financial Management
Accounting Modules / Systems
 Accounts Receivable
 Accounts Payable
 Payroll Accounting
 Inventory Accounting
 Purchasing
 Financial Reporting
1.3 Back Office
Financial Management
Accounts Receivable Module
 Maintains account balances
 Processes billings
 Monitors collection activities
 Generates aging of A/R reports
 Audit reporting on all A/R
transactions
1.3 Back Office
Financial Management
A/R Ledgers
 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
1.3 Back Office
Financial Management
Accounts Payable Module
 Contains Vendor Master File
 Posts vendor invoices
 Monitors payment discount periods
 Determines amounts due
 Cuts checks for payment
 Check reconciliation
 Management reporting
1.3 Back Office
Financial Management
Other Accounting Topics
 Payment Terms
 2/10 Net 30 Days
 Blind Drops
 Basic Posting Formula in
Audit Process
1.3 Back Office
Financial Management
Financial Reporting Module
 Chart of Accounts
 Trial Balance File
 Financial Statements
 Balance Sheet
 Income Statement
 Statement of Cash Flows
 Ratio Analysis
1.3 Back Office
Payroll
 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
1.3 Back Office
Business intelligence (BI)
Is a set of techniques and tools for the transformation of raw data into
meaningful and useful information for business analysis purposes.
BI technologies are capable of handling large amounts of unstructured
data to help identify, develop and otherwise create new strategic
business opportunities.
The goal of BI is to allow for the easy interpretation of these large
volumes of data. Identifying new opportunities and implementing an
effective strategy based on insights can provide businesses with a
competitive market advantage and long-term stability.
1.3 Back Office
Time & Attendance
 Controls when employees may punch in and out.
 Can not automatically correct missed punches
 Produces management reports
 Uses an encoded employee badge
 Badge number, SSN, Employee ID number, or
biometric hand punch all valid methods to clock
in/out
 Compares actual to forecast
 Data from time clock stored in computer
 Typically communicates via serial, Ethernet, or
modem connections.
 Interfaces to Payroll system
1.3 Back Office
HRIS
Personnel & Benefits Administration
 Business Expense Tracking
 Vacation days earned
 I-9 Information
 Family Medical Leave Act
(FMLA) Tracking
 Organizational Information
1.3 Back Office
HRIS Concepts
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
1.3 Back Office
HRIS Concepts
Personnel & Benefits Administration
 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
Section 2
Hospitality Technology
Management
2.1 Strategic Planning
2.2 System Selection
2.3 General Management
Section 2
Hospitality Technology
Management
2.1 Strategic Planning
2.1 Strategic Planning
Strategic Planning
following levels of decision-making, supported by a
management information system, involves futureoriented goals and objectives of an organization
Operator’s Guide
computer system documentation serves as training
material oriented toward specific application
procedures
2.1 Strategic Planning
 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 (e.g. 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
2.1 Strategic Planning
Disaster Recovery
Disaster recovery (DR) involves a set of policies and procedures to
enable the recovery or continuation of vital technology infrastructure
and systems following a natural or human-induced disaster.
Disaster recovery focuses on the IT or technology systems supporting
critical business functions, as opposed to business continuity, which
involves keeping all essential aspects of a business functioning despite
significant disruptive events.
Disaster recovery is therefore a subset of business continuity and
should include a plan for prevention, evacuation and recovery.
2.1 Strategic Planning
Policy Writing
Polices should be a deliberate system of principles to guide decisions and achieve
rational outcomes.
A Policy is a statement of intent, and is implemented as a procedure or protocol.
Examples
Computer Usage & Security Policies
 Should be in place and understood by ALL to safeguard both the company and
the employee
E-Mail & Internet Usage Polices
 All electronic mail messages are the property of the company
2.1 Strategic Planning
Budgeting
A budget is a quantitative expression of a plan for a defined period of time.
It may include planned sales volumes and revenues, resource quantities,
costs and expenses, assets, liabilities and cash flows.
It expresses strategic plans of business units, organizations, activities or
events in measurable terms.
Section 2
Hospitality Technology
Management
2.2 System Selection
2.2 System Selection
Calculating Payback/ROI
Keys to a Successful Purchase
 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
2.2 System Selection
System Identification / Evaluation
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Application Functionality
System Reliability
Vendor Service/Support
System Performance
Ease of Operation
Vendor Reputation / References
Communications Capabilities
Software Flexibility
Price/Total System Cost
2.2 System Selection
System Identification / Evaluation
Cost of Ownership?
 Software Costs
 Help Desk / Support Functions
 Training
 Subscription
2.2 System Selection
System Identification / Evaluation
1. Put together a “Systems Team”
 People from different areas of the operation
 Everyone has the potential
to provide important input
 Include representatives from management, kitchen
operations, service, and accounting
2.2 System Selection
System Identification / Evaluation
2. Analyze Current Information Needs
 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 necessary and “nice to have”
 Attributes will become the “frame of reference”
2.2 System Selection
System Identification / Evaluation
3. Collect Sales Information
 Contact system vendors
 Request sales information
 Obtain vendor information from local, or national
organizations or publications
 Visit trade shows like…
2.2 System Selection
System Identification / Evaluation
4. Establish System Requirements
 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
2.2 System Selection
System Identification / Evaluation
5. Write an RFP
 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
2.2 System Selection
Bid Process
6. Request for Proposals - 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
2.2 System Selection
Bid Process
7. Evaluate Vendor Responses
 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
2.2 System Selection
Bid Process
8. Visit “Live” Sites
 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.
2.2 System Selection
Bid Process
9. Conduct Scripted Demonstrations
 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
2.2 System Selection
Bid Process
Support
 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?
2.2 System Selection
Bid Process
Installation Factors
 Training
 Site Preparation
 Design of Printed Materials
 Initial entry of database elements
 System Conversion
 Documentation
 Contingency Planning
 Vendor Support
 Acceptance Testing
Section 2
Hospitality Technology
Management
2.3 General Management
2.3 General Management
Ethics involves systematizing, defending and
recommending concepts of right and wrong conduct.
2.3 General Management
Vendor Management
A formal way to evaluate, track and
measure third-party risk; to assess its
impact on all aspects of your business;
and to develop compensating controls or
other forms of mitigation to lessen the
impact on your business if something
should happen.
2.3 General Management
Forecasting
Forecasting is the process of making statements about events whose actual
outcomes (typically) have not yet been observed.
A commonplace example might be estimation of some variable of interest at some
specified future date.
Prediction is a similar, but more general term. Both might refer to formal statistical
methods employing time series, cross-sectional or longitudinal data, or alternatively
to less formal judgmental methods.
2.3 General Management
Contract Concepts
In common law legal systems, a contract is an agreement having a lawful
object entered into voluntarily by two or more parties, each of whom
intends to create one or more legal obligations between them.
The elements of a contract are "offer" and "acceptance" by "competent
persons" having legal capacity who exchange "consideration" to create
"mutuality of obligation."
Section 3
Core Technology
3.1 Infrastructure
3.2 Technology Systems
3.3 Security
Section 3
Core Technology
3.1 Infrastructure
3.1 Infrastructure
Networking Concepts/ Communications
3.1 Infrastructure
Networking Concepts/ Communications
3.1 Infrastructure
Network Architecture
Definition: The technique used by a NIC/LAN
adapter to control access to a cable and cable
connectors.
3.1 Infrastructure
Network Design
 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)
3.1 Infrastructure
Network Design
 TCP/IP – Transmission Control Protocol/Internet Protocol
 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.
3.1 Infrastructure
Network Design
IP Address Classes
Class A ###. 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)
3.1 Infrastructure
Network Architecture
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.
3.1 Infrastructure
LAN
 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
 Fiber Optics is used for the fastest possible
throughput at very long cable lengths
 Connection type and speed:
 10Mbps, 100Mbps, 1000Mbps (Gigabyte)
3.1 Infrastructure
WAN
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.
3.1 Infrastructure
WAN
 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
3.1 Infrastructure
Systems Management
Systems management is the management of
the information technology systems in an
enterprise. This includes gathering
requirements, purchasing equipment and
software, distributing it to where it is to be
used, configuring it, maintaining it with
enhancement and service updates, setting
up problem-handling processes, and
determining whether objectives are being
met.
3.1 Infrastructure
Computer Hardware
3.1 Infrastructure
Operating Systems
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.
3.1 Infrastructure
Network Operating Systems
 Microsoft Windows Server
 Novell
 Linux
 UNIX (HP-UX/AIX)
3.1 Infrastructure
The O/S Kernel
 File Management
 Memory Management
 Peripheral Control
 Network Communication
3.1 Infrastructure
Telecom Concepts
Telephone Switches
 Trunking
 Trunk lines are defined as a telecommunications line between 2
switching systems.
 Incoming call routing
 Uses caller ID Automatic 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.
3.1 Infrastructure
Telecom Concepts
Telephone Switches
 Voice over IP
 Place voice and fax calls over internet connections. Does not
provide HSIA or In-room internet connectivity.
 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.
3.1 Infrastructure
Cloud
General term for the delivery of hosted
services over the Internet.
Allows companies to consume compute
resources as a utility – just like electricity
Section 3
Core Technology
3.2 Technology Systems
3.2 Technology Systems
Directory Services
A software system that stores, organizes, and provides
access to information in a computer operating system’s
directory.
3.2 Technology Systems
Ticket/Project Management
3.2 Technology Systems
Ticket Management
 Helpdesk Management
 Guest Request Management
 Maintenance Requests
3.2 Technology Systems
Monitoring
 Network Monitoring
 Server Monitoring
 Vulnerability Management
 Software Patch Management
 Log Monitoring
 Alert Management
 Application Performance Monitoring
3.2 Technology Systems
Databases
Files organized in ways that facilitate searching for data,
updating data, and generating accurate, timely and
useful reports for management.
3.2 Technology Systems
Databases
 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
3.2 Technology Systems
Database Files, Records, and Fields
 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.
3.2 Technology Systems
Database Structures
 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.
3.2 Technology Systems
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 find
patterns in data (e.g. forecasting occupancy)
 Should be performed against the Data Mart
3.2 Technology Systems
 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, DVDRW, Zip Disks, Removable storage devices, but NOT RAM.
 High Availability - Options include Multi-processors, disk arrays,
redundant power supplies, but NOT Spare Memory Modules.
3.2 Technology Systems
Web Servers/ Tech
3.2 Technology Systems
Programming / Scripting
Programming :
 C
 C++
 Java
Scripting:
 JavaScript
 VBScript and VBA
 Python
 Scripting languages are programming languages that don't
traditionally require an explicit compilation step.
3.2 Technology Systems
Interfaces
Allows two (or more) systems to be able to
interconnect and interoperate seamlessly
 IP vs. Serial Interfaces
 HTNG Interface Specification
 XML Standardization
3.2 Technology Systems
XML – EXtensible Markup Language
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.
3.2 Technology Systems
XML Example–
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>
Section 3
Core Technology
3.3 Security
3.3 Security
PCI / DSS
Payment Card Industry Data Security Standards
Maintained by PCI SSC (Secuity Standards Council)
Current version: PCI 3.1 (April 15, 2015)
3.3 Security
PCI / DSS
 SSL 3.0 & TLS 1.0 not a valid “secure”
encryption technologies.
 EMV Liability Shift and Acceptance
requirement effective as of October 1, 2015
3.3 Security
PCI / DSS
Credit Card Processing




Interface to Systems
Reduces Cost
Insures Accuracy
Non-repudiation
 a solution that offers protection against disputed charges to the
merchant.
3.3 Security
PII Security & Red Flag
3.3 Security
Physical Security
3.3 Security
Virus/ Malware
 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??
3.3 Security
Network Security
 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.
3.3 Security
Network Security
 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.
 TLS – Transport Layer Security
 TLS is composed of two layers: the TLS Record Protocol and the TLS
Handshake Protocol.
 To defeat SSL and PGP you would utilize Cryptanalysis, Reverse engineer of
the implementation, and Pass phrase attack, but NOT insider security
information.
3.3 Security
Network Security
 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.
3.3 Security
Firewalls
Software and hardware that filters and secures your
private network, allowing only authorized access and
transmissions of your internal data.
3.3 Security
Data Protection
CHTP Certification
Questions?
Good Luck!
Contact Information:
[email protected]