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special technology issue hotelier indonesia 1 fifth edition aug-sept 2011 www.hotelier-indonesia.com available on community the indonesian hotelier magazine micros fidelio ids little fish technology realta supranusa sindata kott software cloud computing arief gunawan technology for better guest experience vice president operations compass hospitality management issn 2088 4060 rp.35.000 yudhistira pratama owner representative pt mustika princess hotel indonesia www.hotelier-indonesia.com technology issue august-sept 2011 human resource hr marketing cloud computing technology |case study profile

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2 www.hotelier-indonesia.com technology issue august-sept 2011

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first annual technology 3 management software micros fidelio thebestinform at iontechnology solutions t h at workforyourbusiness resort leisure technology corporate listings product summaries hotel resort management systems spa management systems golf club management systems case studies and hospitality leisure systems focus sind ata littlefishcom r e a lta idsnext first technology issue august sept 2011 www.hotelier-indonesia.com technology issue august-sept 2011 w w w hotelier indonesia c o m

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4 sindata 20 an exclusive interview with managing director dr ing stephen yie micros fidelio 14 designed to meet the varied needs of any size hotel resort or chain opera property management system opera pms provides the tools to help you run your operation at a greater level of productivity and profitability than ever before littlefish software 24 providing ingenious technology-based solutions for the smooth running of hospitality industry businesses all over asia since august 2000 realta 30 rhapsody enabling hotel operators easy access to facts and figures in formulating accurate and rapid decisions ids 40 ids fortunenext enterprise helping hotels smile their way to profitability kott software the software system is built on the latest technology platform that is scalable and suitable for single location or multi-location caterers and airlines 43 international management system listing 34 international management system listing to suit your need the solutions for your business yudhistira pratama 44 24 40 yogyakarta is a much over looked destination i believe people should travel there and feel the magic for themselves human resources marketing 50 top level executives are starting to be aware how important it is to positively market the company brand both internally to current employees and externally to potential candidates www.hotelier-indonesia.com technology issue august-sept 2011

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5 53 44 48 66 tips and triks 56 how to position yourself in a challenging job market by venice classic love story from venice 65 66 arief gunawan vice president operations with compass hospitality management www.hotelier-indonesia.com 65 54 chocolaté pot de crème 54 this month dessert recipes from executives chef pastry jumeirah new york a chocolate pot de creme technology issue august-sept 2011

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6 hoticom media publisher notes dear hotelier indonesia community first of all happy ramadhan,and happy independance day indonesia this 5th edition is our first annual technology issue focus on hotel resort leisure technology.including corporate listings product summaries hotel resort management systems spa management systems golf club management systems case studies and content relating to hospitality leisure system next edition on september october issue will be indonesian hotelier magazine first spa edition hotels and spa will be a focus in this issue.advertising booking deadline 25 august 2011.advertising locations based on availability book early for prime spots contact admin@hotelier-indonesia.com in this issue we have interviewed owner s representative general manager mr.yudhistira pratama from pt mustika princess hotel at page 44 and mr arief gunawan is currently vice president operations with compass hospitality management on page 66 i would like to thanks to our contributors mr b.v putra yudhana mr bill healey and ditya metharani.we are open for any suggestions and input for improving our baby magazine regards hotelier indonesia community media admin@hotelier-indonesia.com sales@hotelier-indonesia.com www.hotelier-indonesia.com www.hicmagazine.com managing director hery sudrajat herysudrajat@hotelier-indonesia.com distributions i dewa gede duswan anantarisna dewa@hotelier-indonesia.com marketing and promotions kumala dewi sales@hotelier-indonesia.com culinary and gathering yan sidik achmadiana yan@hotelier-indonesia.com articles and general info art director danar dream design admin@hotelier-indonesia.com admin@hotelier-indonesia.com subscribe 6 months rp 180.000 12 months rp 360.000 send your name detail address pos code and telp we accept payment by transfer and or by credit card.we also take payment via internet klikbca dan paypall.payment should not be later on 10 of each month to hotelier indonesia magazine bca kcp pondok mutiara to hery sudrajat a/c 8800 433 003 hery sudrajat editor in chief this magazine is free for premium registered member to get it free please send rp.10.000 edition jawa bali and rp.15000 edition outside jawa bali to bca kcp pondok mutiara to hery sudrajat a/c 8800 433 003 hoticom media opinion expressed in this magazine are those of the authors and not necessarily represent the views of the publishers the publisers and printers accept no responsibility thereof all materials copyrighted bythe publisher or individual authors.no part of this publication may be reproduced without prior written consent of the publishers editorial enquiries or submissions may be forwarded to the publishers while every care is takken the publishers accept no responsibility for loss or damage to unsolicited editorial or photographic materials establish in dubai uae 2006 email admin@hotelier-indonesia.com or hotelier.indonesia@gmail.com majalah ini dipersembahkan bagi seluruh pekerja hospitality indonesia sedunia.terbit 1 bulan sekali kami menerima sumbangan wawancara,info events,info lowongan,info recruitment,info resep,info management,photos,dll yang berhubungan dengan konsep hotelier-indonesia to advertise in hotelier indonesia community website please contact hotelier indonesia +6287886100045 disclaimer hotelier indonesia community magazine.majalah hotelier indonesia community is established and online on november 2006.the publisher regret that they can not accept liability for error or omission contain in this publications however caused the opinions and views contained in this publication are not necessarily those of the publishers .readers are advice to seek specialist advice before acting on information contained in this publication which is provided for general use and may not appropriate for readers particular circumstances the ownership of trademarks is acknowledged any exemption is hereby granted for extracts use for the purpose of fair review.products and pictures mentioned here maybe trade mark of their respective owners in us or other countries www.hotelier-indonesia.com technology issue august-sept 2011

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7 www.hotelier-indonesia.com technology issue august-sept 2011

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8 spa technology web-based software-as-a-service matching technology investment with financial return setting one of the hottest hospitality trends of recent years spas are being designed into almost every new four and five star resort to maintain competitive positioning and retains market share established resorts are also adding spas to existing facilities for most resort properties however the spa is not expected to be a significant contributor to the bottom line rather a spa is added to compliment their core business of selling rooms or real estate ­ not as a device to drive new business knowing the spa may well be a marginal financial contributor to overall resort operations considerations must be given to how much they invest in spa technology traditional spa it implementations required a significant investment in hardware software databases implementation assistance training and additional it staff for a typical resort the up-front investment could range from us 25,000 to us 50,000 or more this would provide the resort s spa with a spa booking system reception pos inventory and integration to the pms for multi-property multi-national groups this would be the expected investment at each site whether it is in new york hong kong zurich etc a rather hefty investment for any multi-property group in recent years however saas software-as-a-service has been making its way into various industries saas is a software distribution model in which applications are hosted by a service provider and are available to end-users over a network typically the internet since the saas model provides a hosted solution the up-front investment is minimal typically the only required investments would be internet-capable workstations and a small initial payment gone is the need to invest in a server software db engine backup facilities etc as many saas models charge based on transactions fees it s a pay-asyou-go investment slow periods will result in small it payments while busier times will require a higher payments however based on a small transactions fee investment matches ability to pay some of the benefits of software-as-a-service · no investment in server a significant savings alone the data resides securely on a remote server accessible through the internet · web-based accessible from anywhere at any time in recent months i ve met with several corporate spa directors responsible for spas spanning the globe over a late dinner with one near my home in seminyak she pointed out that it d be ideal if she could call up spa statistics from her iphone using the restaurant s wifi she s an american spa director based in new delhi and wanted to access all their spa data wherever she was travelling in two week timeframe she had plans to be in bali lombok bangkok katmandu and new delhi immediately accessible data would be ideal · designed to add new site within minutes there s no more need to receive and implement a full db from a remote site log into the saas provider and the new location is soon ready to go · no hardware compatibility issues yet another global spa director had been discussing software options and how that d impact current hardware she used whereas their corporate directive was for ms-windows compatible hardware throughout she preferred to use an apple macbook through an saas model hardware compatibility is no longer an issue most hardware with internet capability should be compatible whether it be windows linix apple mac iphone blackberry etc · free software updates no longer a need to take delivery of patches and updates all software fixes and upgrades are at the vendor s site traditional upgrade methods have typically become a major event trying to coordinate upgrades on multiple sites around the world with saas all updates are immediately useable by each and every site around the world · reduced cost of support in many cases its built into the transactions fee · free trial as there s no need to invest in hardware or dbs some saas providers will allow a trial period to ensure the technology is a good fit for the spa · additional it staff will likely not be required · no long-term commitment since traditional software purchase is often a significant investment most sites would be committed to it long-term regardless of the benefit achieved with many saas solutions there are no long-term commitments often with easy termination clauses i have been familiar with crm systems using the saas model for quite a long time salesforce zoho etc at first i hesitated to put my contact database on a remote site preferring to maintain it on my notebook computer i am however into my third or fourth year using a web-based crm system my relationship with the vendor has outlasted several notebook computers i ve been able to access my data from mobile phones various internet café s restaurants clubs etc i ve also accessed my web-based crm from airport lounges in bangkok singapore tokyo houston detroit and a dozen or so other airport clubs it makes me think back to discussions i ve had with several highly mobile corporate spa directors access to data low-cost worldwide bill healey is an international hospitality leisure it consultant based in bali www.hotelier-indonesia.com technology issue august-sept 2011

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9 www.hotelier-indonesia.com technology issue august-sept 2011

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10 cloud computing work on multiple platforms including linux macintosh and windows computers tion required centralization gives cloud service providers complete control over the versions of the browser-based applications provided to clients which removes the need for version upgrades or license management on individual client computing devices the phrase software as a service saas is sometimes used to describe application programs offered through cloud computing a common shorthand for a provided cloud computing service or even an aggregation of all existing cloud services is the cloud any computer or web-friendly device connected to the internet may access the same pool of computing power applications and files in a cloud-computing environment users may remotely store and access personal files such as music pictures videos and bookmarks play games or do word processing on a remote server data is centrally stored so the user does not need to carry a storage medium such as a dvd or usb flash drive desktop applications that connect to internet-host email providers may be considered cloud applications including webbased email services how it works a cloud user needs a client device such as a laptop or desktop computer pad computer smart phone or other computing resource with a web browser or other approved access route to access a cloud system via the world wide web typically the user will log into the cloud at a service provider or private company such as their employer cloud computing works on a client-server basis using web browser protocols the cloud provides server-based applications and all data services to the user with output displayed on the client device if the user wishes to create a document using a word processor for example the cloud provides a suitable application running on the server which displays work done by the user on the client web browser display memory allocated to the client system s web browser is used to make the application data appear on the client system display but all computations and changes are recorded by the server and final results including files created or altered are permanently stored on the cloud servers performance of the cloud application is dependent upon the network access speed and reliability as well as the processing speed of the client device since cloud services are web-based they work on multiple platforms including linux macintosh and windows computers smart phones pads and tablet devices with internet and world wide web access also provide cloud services to telecommuting and mobile users a service provider may pool the processing power of multiple remote computers in a cloud to achieve routine tasks such as backing up of large amounts of data word processing or computationally intensive work these tasks might normally be difficult time consuming or expensive for an individual user or a small company to accomplish especially with limited computing resources and funds with cloud computing clients require only a simple computer such as netbooks designed with cloud computing in mind or even a smart cloud computing is a model for enabling ubiquitous convenient on-demand network access to a shared pool of configurable computing resources e.g networks servers storage applications and services that can be rapidly provisioned and released with minimal management effort or service provider interaction overview in the past computing tasks such as word processing were not possible without the installation of application software on a user s computer a user bought a license for each application from a software vendor and obtained the right to install the application on one computer system with the development of local area networks lan and more networking capabilities the client-server model of computing was born where server computers with enhanced capabilities and large storage devices could be used to host application services and data for a large workgroup typically in client-server computing a networkfriendly client version of the application was required on client computers which utilized the client system s memory and cpu for processing even though resultant application data files such as word processing documents were stored centrally on the data servers multiple user licenses of an application were purchased for use by many users on a network cloud computing differs from the classic client-server model by providing applications from a server that are executed and managed by a client s web browser with no installed client version of an applica www.hotelier-indonesia.com technology issue august-sept 2011

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11 phone with a connection to the internet or a company network in order to make requests to and receive data from the cloud hence the term software as a service saas computation and storage is divided among the remote computers in order to handle large volumes of both thus the client need not purchase expensive hardware or software to handle the task the outcome of the processing task is returned to the client over the network dependent on the speed of the internet connection technical description cloud computing provides computation software data access and storage services that do not require end-user knowledge of the physical location and configuration of the system that delivers the services parallels to this concept can be drawn with the electricity grid wherein end-users consume power without needing to understand the component devices or infrastructure required to provide the service cloud computing describes a new supplement consumption and delivery model for it services based on internet protocols and it typically involves provisioning of dynamically scalable and often virtualized resource it is a byproduct and consequence of the ease-ofaccess to remote computing sites provided by the internet this may take the form of webbased tools or applications that users can access and use through a web browser as if they were programs installed locally on their own computers cloud computing providers deliver applications via the internet which are accessed from a web browser while the business software and data are stored on servers at a remote location in some cases legacy applications line of business applications that until now have been prevalent in thin client windows computing are delivered via a screen-sharing technology while the computing resources are consolidated at a remote data center location in other cases entire business applications have been coded using web-based technologies such as ajax most cloud computing infrastructures consist of services delivered through shared datacenters and appearing as a single point of access for consumers computing needs commercial offerings may be required to meet service level agreements slas but specific terms are less often negotiated by smaller companies comparisons cloud computing shares characteristics with · autonomic computing computer systems capable of self-management · client­server model ­ client­server computing refers broadly to any distributed application that distinguishes between service providers servers and service requesters clients 8 · grid computing a form of distributed computing and parallel computing whereby a `super and virtual computer is composed of a cluster of networked loosely coupled computers acting in concert to perform very large tasks · mainframe computer powerful computers used mainly by large organizations for critical applications typically bulk data processing such as census industry and consumer statistics enterprise resource planning and financial transaction processing · utility computing the packaging of computing resources such as computation and storage as a metered service similar to a traditional public utility such as electricity · peer-to-peer ­ distributed architecture without the need for central coordination with participants being at the same time both suppliers and consumers of resources in contrast to the traditional client­server model · service-oriented computing ­ cloud computing provides services related to computing while in a reciprocal manner service-oriented computing consists of the computing techniques that operate on software-as-a-service characteristics cloud computing exhibits the following key characteristics · agility improves with users ability to reprovision technological infrastructure resources · application programming interface api accessibility to software that enables machines to interact with cloud software in the same way the user interface facilitates interaction between humans and computers cloud computing systems typically use rest-based apis · cost is claimed to be reduced and in a public cloud delivery model capital expenditure is converted to operational expenditure this is purported to lower barriers to entry as infrastructure is typically provided by a third-party and does not need to be purchased for one-time or infrequent intensive computing tasks pricing on a utility computing basis is fine-grained with usage-based options and fewer it skills are required for implementation in-house · device and location independence enable users to access systems using a web browser regardless of their location or what device they are using e.g pc mobile phone as infrastructure is off-site typically provided by a third-party and accessed via the internet users can connect from anywhere · multi-tenancy enables sharing of resources and costs across a large pool of users thus allowing for o centralization of infrastructure in locations with lower costs such as real estate electricity etc o peak-load capacity increases users need not engineer for highest possible loadlevels o utilization and efficiency improvements for systems that are often only 10­20 utilized · reliability is improved if multiple redundant sites are used which makes well-designed cloud computing suitable for business continuity and disaster recovery · scalability via dynamic on-demand provisioning of resources on a fine-grained self-service basis near real-time without www.hotelier-indonesia.com technology issue august-sept 2011

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12 users having to engineer for peak loads · performance is monitored and consistent and loosely coupled architectures are constructed using web services as the system interface · security could improve due to centralization of data increased security-focused resources etc but concerns can persist about loss of control over certain sensitive data and the lack of security for stored kernels security is often as good as or better than under traditional systems in part because providers are able to devote resources to solving security issues that many customers cannot afford however the complexity of security is greatly increased when data is distributed over a wider area or greater number of devices and in multi-tenant systems that are being shared by unrelated users in addition user access to security audit logs may be difficult or impossible private cloud installations are in part motivated by users desire to retain control over the infrastructure and avoid losing control of information security saging queue history the term cloud is used as a metaphor for the internet based on the cloud drawing used in the past to represent the telephone network and later to depict the internet in computer network diagrams as an abstraction of the underlying infrastructure it represents cloud computing is a natural evolution of the widespread adoption of virtualization service-oriented architecture autonomic and utility computing details are abstracted from end-users who no longer have need for expertise in or control over the technology infrastructure in the cloud that supports them the underlying concept of cloud computing dates back to the 1960s when john mccarthy opined that computation may someday be organized as a public utility almost all the modern-day characteristics of cloud computing elastic provision provided as a utility online illusion of infinite supply the comparison to the electricity industry and the use of public private government and community forms were thoroughly explored in douglas parkhill s 1966 book the challenge of the computer utility the actual term cloud borrows from telephony in that telecommunications companies who until the 1990s offered primarily dedicated point-to-point data circuits began offering virtual private network vpn services with comparable quality of service but at a much lower cost by switching traffic to balance utilization as they saw fit they were able to utilize their overall network bandwidth more effectively the cloud symbol was used to denote the demarcation point between that which was the responsibility of the provider and that which was the responsibility of the user cloud computing extends this boundary to cover servers as well as the network infrastructure after the dot-com bubble amazon played a key role in the development of cloud computing by modernizing their data centers which like most computer networks were using as little as 10 of their capacity at any one time just to leave room for occasional spikes maintenance of cloud computing applications is easier because they do not need to be installed on each user s computer they are easier to support and to improve as the changes reach the clients instantly architecture cloud computing sample architecture cloud architecture the systems architecture of the software systems involved in the delivery of cloud computing typically involves multiple cloud components communicating with each other over loose coupling mechanism such as mes having found that the new cloud architecture resulted in significant internal efficiency improvements whereby small fast-moving two-pizza teams could add new features faster and more easily amazon initiated a new product development effort to provide cloud computing to external customers and launched amazon web service aws on a utility computing basis in 2006 in early 2008 eucalyptus became the first open-source aws api-compatible platform for deploying private clouds in early 2008 opennebula enhanced in the reservoir european commission-funded project became the first open-source software for deploying private and hybrid clouds and for the federation of clouds in the same year efforts were focused on providing qos guarantees as required by real-time interactive applications to cloud-based infrastructures in the framework of the irmos european commissionfunded project by mid-2008 gartner saw an opportunity for cloud computing to shape the relationship among consumers of it services those who use it services and those who sell them and observed that o]rganisations are switching from company-owned hardware and software assets to per-use service-based models so that the projected shift to cloud computing will result in dramatic growth in it products in some areas and significant reductions in other areas www.hotelier-indonesia.com technology issue august-sept 2011

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13 next special edition indonesian hotelier magazine first spa issue october 2011 .reach indonesia s decision-makers on hotels and spa edition hotels and spa will be a focus in this issue.advertising booking deadline 25 august 2011.advertising locations based on availability book early for prime spots.contact admin@hotelier-indonesia.com www.hotelier-indonesia.com technology issue august-sept 2011

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14 case study june 2007 louvre hotels streamlines it operations with micros centralized enterprise solution centrally hosted innovation delivers enhanced e ciency reduced costs and greater productivity to large hotel chain louvre hotels is europe s second largest hotel group with more than 850 properties and 63,000 rooms from economy hotels to four-star properties louvre hotels is renowned for providing top-quality service without regard to the type of establishment the group s luxury market encompasses the hôtel de crillon and concorde hotels brands and its economy segment makes up the kyriad prestige kyriad campanile and première classe brands in recent years the established leader has placed heavy emphasis on strengthening its brands image and expanding its network of properties internationally its existing technology structure directly impacted the realization of these goals as a result the information technology staff required an all-inclusive next-generation solution that would streamline operations and enable them to refocus their efforts towards supporting the organization s mission to take on this challenge louvre hotels relied on micros systems inc and its long-standing partnership with concorde hotels micros delivered a scalable enterprise solution for the multi-branded organization wholly based on a centralized network approach to technology management since the initial implementation of micros s centrally hosted opera louvre hotels maintenance support costs have been reduced by 70 above and beyond the substantial data that convinced us to proceed with micros the fact that our pilot participants were much happier and confident with centrally hosted opera helped to solidify our decision -jean-philippe dumont pms project manager for louvre hotels thanks to micros we have freed our it operations of its previous challenges allowing us to concentrate on impacting louvre hotels primary business goals -thierry guiraudios director of it for louvre hotels www.hotelier-indonesia.com technology issue august-sept 2011

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challenge in order for louvre hotels it management to strengthen the organization s business initiatives they needed to overcome the obstacles presented by its legacy technology system we realized that our current system configuration was becoming more and more ineffective primarily resulting in loss of financial controls and staff productivity stated thierry guiraudios director of it for louvre hotels analysis of our total cost of operations revealed areas that lacked operational efficiency particularly concerning our reservations system and it labor management louvre hotels manual inventory processes often lead its hotels to close reservations management desired a central reservations system with real-time single-image inventory which would increase its global distributions via access to instant internet booking capabilities the internal management of the reservations and property management systems within each hotel became exceedingly labor intensive taking time away from the staff s other projects including its wi-fi system and data warehouse accordingly the it team believed it was not productive to continue managing interfaces between reservations and property management systems on-site server maintenance of the back-up system multiple upgrades and the customer database in addition the legacy system hindered louvre hotels in performing on-the-spot audits to track its hotel operations execute queries and conduct analysis 15 glance at a company louvre hotels www.louvrehotels.com industry hospitality challenge need for integrated reservations and property management systems need for centralized it management to enable focus on key organizational initiatives lack of it operational efficiency loss of financial controls low productivity solution louvre hotels selected centrally hosted opera a highly scalable centralized enterprise solution designed by micros systems inc to help them simplify it operations the solution includes opera property management system pms and opera reservation system ors results louvre hotels approach quickly establishing an innovative comprehensive and cost effective solution to replace louvre hotels existing technology system was our top priority explained jean-philippe dumont property management system project manager for louvre hotels we determined that the best method to conduct an in-depth evaluation of prospective technology providers would be a pilot program upon completing our initial assessment we selected the top two solutions to implement the pilot at four louvre hotels properties during february 2006 the solution was put into action at two hotels with centrally hosted opera and two different hotels with a local third party pms solution each hotel measured the solutions value in several key areas including ease-of-use efficiency and technical support at the end of the pilot a side-by-side comparison of the results indicated that the advantages of micros s centrally hosted opera prevailed over the third party pms solution dumont adds above and beyond the substantial data that convinced us to proceed with micros the fact that our pilot participants were much happier and confident with centrally hosted opera helped to solidify our decision technology issue august-sept 2011 reduced maintenance support costs by 70 increased reservations in internet bookings by 300 established solid financial controls raised staff productivity improved employee moral provided stress-free environment www.hotelier-indonesia.com

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