Power Shift
New POS technology is facilitating a fundamental shift in the modern guest experience, as control moves from the operator to the customer. Transactions can now occur anywhere in the hotel, leading Micros-Fidelio to re-term “Point of Sale” as “Point of Service”.
“In the future, I think that we will see POS systems become lighter and more mobile to facilitate this customer-centric experience,” said Dusit Thani Dubai general manager, James Wilson.
“This will foster a greater sense of customer interaction and guests will be involved in the data submission process. The POS software, therefore, needs to be simpler and also be navigated though expressive icons and images, for example.”
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The advent of IP and wireless technology has rendered the traditional service counter redundant — and as POS technology begins to converge with the wireless internet enabled personal devices carried by many guests, orders and payments will soon be made virtually from any location.
“Already we’ve seen POS technology become more virtual with the introduction of handheld and wireless systems,” explained POS solution provider, Headstart, general manager, Sunil Kumar.
“But with broadband provision maturing, we see our own solution, Maitre’D, evolving into more of a web-based application where hoteliers will be able to operate from multiple locations using handheld devices like the iPad.”
The development of web-based POS systems is likely to reduce the need for staff-operated terminals. Guests could order room service from their SmartPhone, access menu translations in F&B outlets and order hotel services to be waiting for them upon their return from a day trip.
“You need to look to the future and meet the requirements of tomorrow’s market when selecting a new POS system,” explained RWN Trading marketing director, Carol Prince. “Of course, technology never stands still for very long, but our POS solution, smartPOS, utilises wireless technology and cloud-based control, so that it can be used in any of the hotel’s guest facing areas.”
RFID Technology
Another technology that is likely to revolutionise POS systems is the introduction of Radio Frequency Identification (RFID) to facilitate cashless payments. This technology is likely to simplify the POS interface even further.
RFID technology enables encrypted devices like SmartPhones, loyalty cards or hotel key cards to be used instead of cash or credit cards. The transaction is contactless: guests simply wave their device over the sensor and their account will be charged.
“I think we are likely to see RFID-enabled POS systems linked to guest key cards,” explained Taj Palace Hotel Dubai, general manager, Andreas Mueller.
“Each key card will be embedded with a microchip that will allow hotels to personalise the entire guest experience from check-in to check-out; from dining in the restaurant to relaxing in the spa — in fact, anywhere where a POS transaction would take place.”
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Sep 13, 2011
can i please know the name of the author of this article