While much has been written about the Y2K bug in general, the gaming industry is among those slow to address the issue. As we quickly face the dawn of the new millennium, there are urgent issues to be addressed. This article examines the problem, major issues, potential solutions, and the impact of time constraints on the casino industry.

ABSTRACT Historically, cashless payments have eluded a significant segment of the self-service industry despite the fact a majority of consumers, driven by convenience and reward programs, have migrated from cash to electronic payments. The Payment Card Institute estimates there are more than one billion transaction payment cards in circulation in the U.S. with about 10,000 transactions occurring per second. High volumes of card-based transactions require a complex and costly infrastructure designed to capture, authorize, transact, resolve, and manage payment reconciliation. How do card payment fees compare to the actual cost of handling cash payments? Some practitioners claim the cost of cash may be understated when additional security measures (e.g. electronic locks and video surveillance equipment), transportation procedures (armored car service), and/or software applications (reconciliation/reporting algorithms) are considered. A similar scrutiny of cashless payment transactions led to the recent innovative program offered by the National Automatic Merchandising Association. This presentation covers the negotiations, development, and implementation of an effective cashless solution for unattended points of sale.

Technology is a critical determinant in hotel guest satisfaction. Hotels often utilize technology as a value-added amenity to help promote differentiation and enhance guest satisfaction. The purpose of this study was twofold: to measure and document the level of guest satisfaction with existing technology-based amenities, and to examine the scope of impact of such amenities on overall hotel guest satisfaction. A random sample of 3,000 American travelers was chosen from a national database for this study. A total of 534 usable responses were received. The results indicate that there is a significant positive relationship between three factors-" Business Essentials for Travelers," "In-Room Technologies," " Internet Access"-and hotel guest's overall satisfaction. "Comfort technologies" factor was found not significant in predicting hotel guest's overall satisfaction.

PurposeAlthough the inplementation of online social networking (OSN) within the hospitality industry is relatively new, its parameters possess unique implications for hospitality industry constituencies including guests, staff members, and management. The purpose of this paper is to examine the evolution, scope and types of online social networks and potential implications for hospitality businesses.Design/methodology/approachThis paper is based on an in‐depth review of literature, including intended and unintended consequences of social media.FindingsWhile social networking can assist a hospitality firm in strengthening guest loyalty and satisfaction, it may also expose itself to unfair criticism and unfounded speculation. In addition, some hospitality firms have sponsored coworker sites in an attempt to incentivize interactivity by encouraging peer‐to‐peer and staff‐to‐administrator participation, only to risk exposure of negative relationships and strained working conditions.Research limitations/implicationsThe literature related to hospitality OSNs is relatively sparse and thus this paper is intended to provide a basis for future investigation.Originality/valueThe literature related to hospitality OSNs is relatively sparse and thus this paper is intended to provide a basis for future investigation.

Effective self-service automation requires data sha ring among non-proprietary system components. Historically, the original self-service provider, tindustry, has failed to develop and impl ement open architecture standards that enable seamless da ta sharing among disparate devices and servers in a network. This lack of interoperability among the m ain entities in a sophisticated vending system (e.g . vending machine controller, telemetry device, vendi ng management software, and cashless payment equipment) has contributed to a lack of innovation and creativity in the evolution of unattended point -ofsale retailing. Recently crafted Vending Data Inter change (VDI) standards from the National Automatic Merchandising Association (NAMA) provide a non-prop rietary means by which to share machine-level data among diverse technology providers. The VDI s tandards are designed to ensure reliability, continuity, and longevity among installed hardware, software, and netware. In essence, VDI standards contain technical specifications that bundle vendin g machine-level data for easy distribution througho ut a vending operator’s technology network and can be implemented by a qualified provider without operator involvement.

This research study is part of a comprehensive Delphi study conducted by the faculty of The School of Hospitality Business at Michigan State University. The purpose of the research was to enable expert panellists to project the likelihood of specific events in the future of the lodging industry. This paper presents a summary of the key prognostications of a select panel of experts relative to the impact of information technology on the management of operations in the lodging sector in years 2007 and 2027. In general, panellists agreed future IT applications are likely to rely on a wireless infrastructure that provides cost savings through improved efficiencies and effectiveness. As online purchasing, cashless payments, handheld devices and remote monitoring algorithms become more commonplace, the industry will be better able to exceed guest expectations through enhanced customer relationship management, comprehensive application software and streamlined property management systems.

This article presents findings of a Delphi study that predicts events most likely to impact marketing to consumers in lodging, food service and clubs segments for year 2007. Two rounds of questionnaires were mailed to panels of industry experts within each sector, with an overall response rate of 42%. Findings suggest that the two overarching marketing trends will be convenience as a driver of consumer choice and marketing to an aging population.

Electronic Perception Technology (EPT) enables automated equipment to gain artificial sight commonly referred to as machine-vision” by employing specialty software and embedded sensors to create a “Visual input field that can be used as a front-end application for transactional behavior. The authors review this new technology and present feasible future applications to the food service industry in enhancing guest services while providing a competitive advantage.

ABSTRACT Smart card based meeting management applications have the potential to increase attendee satisfaction, increase communications, and strengthen coordination with improved operational efficiency. The value of embedded chip card technology lies in its ability to store data locally with a high degree of security and portability. Recent developments that incorporate biometric extensions to smart card configurations support higher levels of security and access control. This article describes the potential for applying smart card and related technology to the meeting planning industry. It also identifies challenges that need to be addressed prior to the proliferation of smart card and/or biometric implementation within the meeting planning industry.

The traditional channels of distribution for overnight accommodations are rapidly being displaced by website scripting, online intermediaries, and specialty brokers. Businesses that pioneered Internet usage relied on it as a sales and marketing alternative to predecessor product distribution channels. As such, websites replace the traditional trading model to the Internet. Web-enabled companies are popular because the medium renders the process faster, less costly, highly reliable, and secure. Auction-based models impact business models by converting the price setting mechanism from supplier-centric to market-centric and transforming the trading model from “one to many” to “many to many.” Historically, pricing was based on the cost of production plus a margin of profit. Traditionally, as products and services move through the supply chain, from the producer to the consumer, various intermediaries added their share of profit to the price. As Internet based mediums of distribution become more prevalent, traditional pricing models are being supplanted with dynamic pricing. A dynamic pricing model represents a flexible system that changes prices not only from product to product, but also from customer to customer and transaction to transaction. Many industry leaders are skeptical of the long run impact of online auctions on lodging industry profit margins, despite the fact pricing theory suggests that an increase in the flow of information results in efficient market pricing. The future of such endeavors remains promising, but controversial.

A number of global companies have adopted electronic commerce as a means of reducing transaction related expenditures, connecting with current and potential customers, and enhancing revenues and profitability. If a restaurant is to have an Internet presence, what aspects of the business should be highlighted? Food service companies that have successfully ventured onto the web have employed assorted web-based technologies to create a powerful marketing tool of unparalleled strength. Historically, it has been difficult to create a set of criteria against which to evaluate website effectiveness. As practitioners consider additional resources for website development, the effectiveness of e-marketing investment becomes increasingly important. Care must be exercised to ensure that the quality of the site adheres to high standards and incorporates evolving technology, as appropriate. Developing a coherent website strategy, including an effective website design, are proving critical to an effective web presence.

Application service provider models represent an alternative to in-house information systems and are gaining favor within the hospitality industry: The models, which place technical system components at a remote site, are described as server-centric. ASPs allow hospitality management to share investment dollars, system costs, and technical staff expenditure with an ASP operator, thereby concentrating on providing enhanced guest services. Although considered a viable alternative to in-house processing, not everyone agrees this is a favorable trend. This article is available in Hospitality Review: http://digitalcommons.fiu.edu/hospitalityreview/vol19/iss2/7 Returning to servercentric hospitality system applications by Michael L. Kasavana Application service provider models represent an alternative to in-house information systems and are gaining favor within the hospitality industry: The models, which place technical system components at a remote site, are deszfibw' as sewer-centric. ASPs allow ho~~italih' management to share rnvestmeni dollirs, systeh costs, and rechn~cal staff expendrtures w;th an ASP operator; thereby concentrating on enhancedguest services. Although considered a viable alternative to in-house processing, not everyone agrees this is a favorable trend. G iven the escalating cost of purchasing and maintaining specialty software, hiring and retaining qualified staff, and obtaining and configuring robust hardware, many hospitality companies are investigating alternative information system architecture (data integration) and infrastructure (physical connectivity). The application service provider (ASP) model allows hospitality management to share initial capital outlay, application sofiware, and ongoing technical expertise with a specialty operator. Requisite hardware, sofiware, netware, training, and technical support are fundamental business tools with relatively short life cycles. An ASP contracts activities and expertise aimed at managing information technology for a predetennined level of expenditure. ASPs supply software and softwarerelated services over the Internet or via a virtual private network (WN) on a fee-per-use basis. The ASP model is a server-centric scheme in which remotely hosted applications are provided via a secure data exchange channel. ASP decisions, which tend to be based on economic factors, are driven largely by frequency of use, processing costs, staffing requirements, on-going maintenance, and enhancement expenses, and represent a return to some of the computer processing modes of the past. An ASP is capable of simultaneously serving an array of proprietary customers and is likely to

With increasing competition and more demanding members, clubs need a tool to help them belter attract and retain members and predict their behavior. Data mining is such a tool. This article presents an overview of how data warehousing, data marting, and data mining can provide the foundation on which clubs can build strategies to outsmart competitors, build Ioyalty identify new members, and lower costs. This article is available in Hospitality Review: http://digitalcommons.fiu.edu/hospitalityreview/vol18/iss1/2 Re-engineering technology: Data mining for clubs by Michael L. Kasavana and Bonnie J. Knutson With increasing competition and more demanding members, clubs need a tool to help them belteraltract and retain members and predict their behavior. Data mining is such a tool. This art~cle presents an overview of how data warehousing, data marting, and data mining can provide the foundation on which clubs can build strategies to outsmarl competitors, build IoyalN identify new members, and lower costs. A t a time when really knowing members is so crucial to running a successful club, data mining should be at the forefront of club managers' thinking about the future. Clubs have long known that they need to understand the wants and needs of their members in order to keep them happy In fact, ask club managers what their biggest marketing concern is and, in general, they will say gaining and keeping members. With increasing competition and more demanding memberships, managers need a tool to help them better attract and retain members, and predict their behavior. Data mining is just such a tool. Having the automated data warehousing and data mining abilities saves the club money and time by having the ability to readily capture and manipulate member information. It also gives clubs the opportunity to be more attentive to their pricing structure and to r e h e their marketing efforts. Data mining is simply the process used to get useful information out of the data that the club has stored about its members. "It stands at the intersection of statistics, database technology, and important business concerns."' The concept of data mining isn't new for clubs. Historically, clubs have captured and stored information about what members spend (transactions), what they do (activities), and who they are (demographics). Most managers can tell you the profile of their memberships, when the busy meal periods are, and the attendance trends for special events. Kasauana & Knutson 19 FIU Hospitality Review, Volume 18, Number 1, 2000

Abstract In order to attract and retain online visitors, a hospitality enterprise needs to be mindful of and consider the quality of web site design and interactivity. The fact that the Internet development cycle has given rise to the concept of an “Internet Year” as a three-month period, illustrates the rapidity of technological advancement and underscores the need for benchmarks of quality. Although web sites debuted as a static display of text and images, advanced web authoring tools offer designers an array of dynamic, interactive, and multimedia techniques. The hospitality business web site, once developed as an electronic brochure, has likewise emerged into an interactive collection of important business productivity applications designed to complement the firm's strategic plan. A web site is deemed more effective if it: avoids clutter, restricts extraneous and irrelevant content, and minimizes download time. As the industry seeks to solidify one-to-one customer relationships, through invigorated brand loyalty, web sites are being expected to play a central role. It is for these reasons that quality benchmarks of web site design and operation assume an increasingly important role in corporate strategic planning.

The term Smart Planner is coined to describe smart card-based meeting management applications to increase attendee satisfaction, increase communications, and strengthen coordination with improved operational efficiency. The value of a Smart Planner lies in its capability to store data locally with a high degree of security and portability. This article describes the potential for applying smart card technology to the meeting industry. It also identifies some challenges that need to be met before Smart Planners can become commonplace in the meeting experience.

Frequent diner programs allow restaurants to gain valuable marketing insights while rewarding customer loyalty. A logical extension of point-of-sale technology, frequent diner software is a major key to effectively reducing marketing costs at the same time it builds relationship marketing. This article outlines the steps a restaurant must go through to implement such a program.

Search engines provide a basis for identification and retrieval of specific internet resources based on selected key words. In essence, the same software used to index the Internet can also be employed to catalog the content of various web sites. A search engine enables the user to submit queries and interact with databases to determine which, if any, contain resources matching specific search criteria. Search engines vary in approach based upon search orientation and are designed to ensure a high level of accuracy and relevancy.

Advances in technology are making it easier for hospitality marketers to easily amass vast amounts of data in a central data warehouse or data mart. From these stores, they can then mine data for more effective business decisions. The software associated with data mining, often called siftware, is critical to the successful use of this new technology. This article presents a primer for understanding siftware and for gaining a better appreciation of its potential in hospitality marketing.