There are two different ways the technology is evolving, and each has advantages.  For example, handheld units running an application at your property do not necessarily require wireless communication to do their job � there are many excellent hospitality applications running on Palm, iPAQTM or Symbol® hardware that are not wireless.  Wireless systems require the hotel to be wired, but can run the same applications with near real-time communication.

Communication to What?
 
All handheld units communicate with a server on property that accepts data input from the units.  In most cases the server buffers the data before passing it to the PMS, sales and catering system, maintenance system or POS.  In some instances handhelds can send data directly to the application server.  Regardless of architecture, handheld units are surfacing as normal input devices in nearly every area of hospitality.  

Communication between the handheld device and the server is accomplished either by putting the unit in a cradle cabled to the server and syncing the handheld�s data with the server�s, or by transmitting the data wirelessly to synchronize the information.  Syncing allows data to flow both ways between the handheld unit and server.  Information accumulated in the handheld�s memory inputs to the server to check guests in, change room status or create tasks for engineering.  During the sync the server also updates the information on the handheld device adding new forms, tasks and even programs.  

Handheld Hardware

There are several handheld hardware platforms available with the most common being the ubiquitous Palm Pilot. The PalmTM handheld, in its numerous versions, is light, versatile and inexpensive.  Also growing in use are Compaq®�s iPAQ running the Microsoft Pocket PC operating system, and the Symbol handheld platform that can run Windows CE or the Palm OS®.  Several PMS companies are writing solutions that utilize a choice of platforms.

Non-Wireless Handheld

Anyone using a Palm Pilot will be familiar with non-wireless syncing data via a cradle.  This method allows PDAs of all kinds to communicate with PCs to update schedules and tasks.  Cradles are small and can be placed around the hotel to accommodate frequent, convenient syncing at properties not � here comes an oxymoron � wired for wireless.  With cradle syncing there are no data transmission problems or errors caused by a property�s dead zones that come with the territory when you go wireless.  Cradle syncing is a perfect solution for non-mission critical data input for handheld applications such as housekeeping inspection check lists, maintenance task creation, guest surveys and corporate evaluations.  With cradles in management offices and on the floors, these tasks can be kept current in a system�s database by syncing every hour or so.

Starwood Hotels is currently implementing a cradle-based handheld solution they developed with Ameranth to organize and track housekeeping inspections and quality checklists.  The application runs on a variety of platforms, allowing Starwood to pick its favorite.  Starwood reports the housekeeping module is a great help in room inspections and quality assurance.  Starwood is also rolling out a wireless check-in/check-out module that incorporates key cutting and credit card processing from a handheld unit. 
 
FMG Technologies, Inc. also has a handheld housekeeping application called Stella utilizing the Palm platform.  FMG�s software automates housekeeping inspections and manages property-created inventory tracking via a forms wizard which gives hotels the ability to customize checklists and create new screens for property-unique tasks.  FMG�s server also interfaces to a PMS to allow rooms to be �cleaned� in the system from their Palm, which can be used wirelessly. 

Wireless Handheld

When a handheld device goes wireless, the cradle is replaced with a real-time radio connection.  The device still communicates to a server, in some cases directly connecting with the PMS, but now with a wireless signal transmitter as part of the handheld unit.  What the unit transmits must be received, and if a property wants to go wireless it must first, ironically, be wired for picking up the handheld�s signal by installing receiving stations throughout the property.  These receiving stations are called access points.  Access point receivers are the size of a hardcover dictionary with a 5-inch antenna.  They are placed in the plenum on the guest floors throughout the property, then wired back to the server with CAT-5 cable.  The usable transmission range of most handheld sending units is about 1,000 feet, so access points must be placed accordingly.  However, as any mobile phone user knows, signal strength is adversely affected by thick concrete and red steel, the preferred building material of many hotels.  As a result, each property will require a unique arrangement of its access points to ensure the best coverage for wireless.  

Vendors with Guests in the Palm of Their Hand

The PMS vendor community recognized the value of handheld applications last year and several companies began developing solutions that incorporate handheld wireless technology with important functionality.

Inter-American Data is completing a year of development on its comprehensive wireless handheld application that includes curbside check-in functionality with key encoding, a credit card swipe and printer.  The system, utilizing a Symbol hardware platform, will be part of its Lodging Management System (LMS) property management suite, and guests should see it in operation very soon.  

Springer-Miller Systems (SMS) is rolling out its own handheld technology that performs housekeeping, guest services, valet, tee-times and curbside check-in duties.  The SMS handheld module includes a swipe for capturing guests� credit card information under the porte-cochère, specialized club functionality and a belt-pack key encoder from Ilco.  

MICROS-Fidelio is offering its OPERA Palm running on the Palm operating system that is fully integrated with the OPERA suite of applications, including front office, workorder management and sales and catering.  OPERA Palm�s sales and catering functionality will allow property staff to make changes to BEOs in real time via handheld devices while in the function rooms, and to have those changes automatically update the client�s account and contract.  

Hotel Information Systems (HIS) is in the development evaluation stage of its handheld wireless module which it is developing with input from one of its chain clients.

Multi-Systems, Inc. (MSI) is prepared to have the first installation of its handheld wireless application in beta the first quarter of this year.  The MSI solution is called WinPM-Wireless and will be released on a Symbol platform running the Palm O/S, although it is hardware independent.  The system will perform check-in, check-out, housekeeping and maintenance functions.  WinPM-Wireless will capture credit card information at curbside, encode keys and even print forms via a Zebra Cameo belt printer to allow guests to be up to their rooms without waiting in the lobby.  

Visual One Systems is creating its own Windows CE-based handheld applications, and will lead off with a handheld golf club module.  Visual One expects other applications to follow.

Also keep in mind the benefits of wireless for your engineering staff.  Management Technologies is already using PDAs for its Espresso! PM preventive maintenance product to help hotel engineering staff communicate. But for real-time requests, staff must use alphanumeric pagers or cell phones until hotels are wired for wireless.

Carlson�s MACH I Handheld

Carlson Companies has taken the lead among the hotel corporations by developing its own patented handheld information management system called MACH I (Mobile Access to Carlson Hospitality � Version 1).  MACH I is based on Compaq�s iPAQ platform running Microsoft�s Pocket PC operating system.  MACH I provides instant access to vital information, such as customer satisfaction trends, revenue management information, VIP guest service information and key productivity indicators. MACH I allows corporate executives, field support staff and sales people to individually subscribe to actionable executive-level information that resides within Carlson�s PMS and other corporate systems.  The company�s future versions will be applicable at the property level, and in addition to performing check-in and check-out, will allow general managers to better control their inventory and monitor guest service issues with real-time information delivered in the palm of their hand � anywhere.  

Home for Dinner

Handheld technology is on the verge of remaking the way guest information is captured and guest services performed.  The technology that travelers have enjoyed in the car rental industry for years is finally at our doorstep, and it will change guest service forever.  And, who knows, with the introduction of Carlson�s MACH II, general managers may even be home in time for dinner.

Michael Squires is with Softscribe Inc., a technology marketing intelligence and sales firm.  Contact Michael at (404) 256-5512 or at [email protected].