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Will biometrics become a major change in hospitality industry?

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yuhan li

on 24 September 2015

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Transcript of Will biometrics become a major change in hospitality industry?

Three basic steps:
: it records basic information about the person, such as name or an employee identification number.
: it stores the information by analyzing the trait of people and translate it into a code or graph.
: it compares the trait that the user presents with the information on file.

Biometrics Technology
Types of Biometrics
Facial Scanning
Fingerprinting/Hand Geometry
Will Biometrics Become a Major Change in Hospitality Industry?
Fingerprinting Pros:
Facial Scanning
Handwriting Pattern Recognition
Current usage of biometric applications in hotels:

Fingerprinting - 42.9%
Hand geometry - 28.6%
Face and voice recognition - 14.3%
Handwriting pattern recognition - 14.3%
Iris and retinal scanning - 0%

Iris and Retinal Scanning
Group #5
Katherine Molina
Jason Etwaroo
Yuhan Li
Rossy Ambe-Cohen
Zulfiya Yakshimbetova

It has allowed business to gain competitive advantages.

Enhances and complements existing organizational processes.

Technology is one of the most important competitive weapons for any hospitality company in today's fast changing environment.

Technology has come to change the world
Implications for the Hospitality Industry
Enhance customer service

Improve operational efficiency

Lower overall cost

Lessen operators' concerns about security

Reduce fraud
Jackson, L. A. (2009). Biometric technology: The future of identity assurance and authentication in the lodging industry. International Journal of Contemporary Hospitality Management, 21(6), 892-905.
1.Very high accuracy.
2. There is no known way to replicate a retina.
3. The eye from a dead person would deteriorate too fast to be useful
1.Very intrusive.
2.Potentially harmful to the eye.
3.Very expensive.
HMG 6257 Contemporary Global Issues in Hospitality and Tourism
Course ID 89469, Section B52

Handwriting Pattern Recognition
1. Non Intrusive
2. Little time of verification
3.Cheap Technology
1.People do not sign their names
in a consistent manner
2.It is easy to fake.
Iris and Retinal Scanning
Kang, B., Brewer, K. P., & Bai, B. (2007). Biometrics for hospitality and tourism: A new wave of information technology. FIU Hospitality Review, 25(1), 1-9.
Bilgihan, A., Karadag, E., Cobanoglu, C., & Okumus, F. (2013). Research Note: Biometric Technology Applications and Trends in Hotels.
FIU Hospitality Review, 31
What is handwriting recognition?
Handwriting recognition is the ability of a computer to receive and interpret intelligible handwritten input from sources such as paper documents, photographs, touch-screens and other devices.
"Without a digital signature and use the IP authentication set in your API Account, the computer will remove shared secret and signal process from request"
BRANDON, J. (2011, May 18). I.R.I.S. - OCR Technology and Document Management Solutions. Retrieved October 14, 2014.
"Facial recognition systems, sometimes used to scan for terror suspects at public events, are even worse: they falsely identify one out of 100 captures. Iris scanning uses 2,048 points of the eye and a false identification occurs only once for every 100 million scans."
Simonite, T. (2014, April 2). Coming Soon for Android Phones: Pay by Fingerprint | MIT Technology Review. Retrieved October 15, 2014.
Fingerprint payments are likely to be offered on many more smartphones in the near future.
Employer Practices
Guests register their fingerprints to one or more credit cards. They can then pay for food, drinks and services simply by touching two fingers to a biometric reader.
Ushuaïa Ibiza Beach Hotel
Clayton, N. (2012, May 30). Ibiza Hotel Trials Fingerprint Payment. Retrieved October 15, 2014.
-Tracking Attendance
-Time Theft
-Buddy Punching
-Legal Issues
-New York
-Being Fired
-Religious Purposes
-Cross Training
Gale, S. (2013, March 5). Employers Turn to Biometric Technology to Track Attendance. Retrieved October 15, 2014.
-The U.S. Labor Department recovered $225 million in back wages for employees during fiscal 2011.
-21% of hourly employees admit to stealing company time.
-5% participated in buddy punching.
-69% said they punch in and out earlier or later than scheduled
-22% put additional time on their time sheet
-14% didn't punch out for unpaid lunches or breaks.
Fingerprinting Cons:
Can be very cheap
Very user friendly
Relatively small
Highly accurate
Reducing theft
The most developed technology
Sensitive information
Inaccurate when finger is wet or dirty
High resolution takes lots of space
Legal/Ethical issues
System crashing

CADD Emirates is creating a biometric id system instead of hotel key cards that will "be able to remember guest preferences from hotel-to-hotel in locations across the globe, with information saved against their fingerprints".

Therefore, guest experiences will be better because they won't have to request anything as the hotel will know all their preferences as soon as they check in, but vendors must convince hoteliers that biometrics have 100% privacy and security in order for hotels to use this technology.

Jeff Carter
Juli Clover, J. (2011, May 18). I.R.I.S. - OCR Technology and Document Management Solutions. Retrieved October 14, 2014.
Amsterdam Airport in Schiphol, iris scanning is used to allow passengers to cross the border without having to produce a passport.
Hotel & Event
The Nine Zero Hotel in Boston uses an iris recognition access system for guests staying in the high-end presidential suite. Another organization in Boston uses the technology to keep a record of children in the event they ever go missing and must be identified in the future.
Mohammed Murad, (2011, May 18). Iris recognition systems for access control and identity management gain popularity. Retrieved October 14, 2014.
Human Factors:
Financial Factors:
Reasonable investment
Increases Property Values/Occupancy
Lowers Manpower Costs
Additional Capabilities:
Speaker Recognition
Speech Recognition
Emotion Detection
Mobile Applications / Assistance
US senator Al Franken: "Unlike other biometric identifiers such as iris scans and fingerprints, facial recognition is designed to operate at a distance, without the knowledge or consent of the person being identified anywhere – on a lamp post, attached to an unmanned aerial vehicle or, now, integrated into the eyewear of a stranger."
2D recognition is affected by changes in lighting, the person's hair, the age, or any other accessories (glasses, clothes, etc.);
Specialized acquisition devices and processes;
Large sample size and processing power.
Causes of the Trend
Bilgihan, A., Karadag, E., Cobanoglu, C., & Okumus, F. (2013). Research Note: Biometric Technology Applications and Trends in Hotels.
Hospitality Review, 31
Biometric refers to the use of automated methods to identify a person based on unique physiological or behavioral characteristics
Rapid evolution of technological innovations are transforming all aspects of the hospitality industry.

Technology in the hospitality industry is driven by the need to improve and refine customer service.

The hospitality industry is suitable to adopt new technologies to improve existing business processes.

Millennials are taking over the World.
Jackson, L. (2008). Biometric technology: The future of identity assurance and authentication in the lodging industry.
International Journal of Contemporary Hospitality Management, 21
(7), 892-905.
Source link: http://biometrics.pbworks.com/w/page/14811349/Advantages%20and%20disadvantages%20of%20technologies
Source link: http://biometrics.pbworks.com/w/page/14811349/Advantages%20and%20disadvantages%20of%20technologies
Source Link :http://www.watchguard.com/glossary/
Privacy issues
Dormehl, Luke (2014) "Facial recognition: is the technology taking away your identity?", from: http://www.theguardian.com/technology/2014/may/04/facial-recognition-technology-identity-tesco-ethical-issues
Kent Security Services , Inc. (2013), from: http://www.kentsecurity.com/kent-brands/kent-facial-recognition-technology/
facial recognition system
is a computer application for automatically identifying or verifying a person from a digital image or a video frame from a video source. One of the ways to do this is by comparing selected facial features from the image and a facial database.
Facial Recognition Solution Providers:
Hotel Alma
Privacy concerns, unfamiliarity with the technology and the high adoption costs, are evidence of slow adoption in the hotel industry in the U.S., However, we believe hotels will embrace biometrics as other countries as well as other sectors of the hospitality industry, such as the airlines have embraced it, for security reasons and to quicken the check-in process.
Using fingerprinting devices for employee attendance tracking can save hotels an average of 2.2% of gross payroll annually because employees will no longer be able to clock in for their friends.
This is a simple way to introduce biometrics in hotels and get a ROI.

As hospitality students and industry workers, it is extremely important for us to keep ourselves aware of anything that can change our industry and do research on it to come up with innovative ideas to help our properties stand out, such as CADD Emirates is attempting to do. We must also understand cultural differences and take into consideration that what works in one country might not work in another.

The industry will progressively move towards biometric technology.
People will feel more comfortable with technology as more companies start implementing them in their daily routine.
The prices will decline as the demand for biometrics technology increases.
It will create a peace of mind for guests, as time sensitive information will be better protected
Do you think DNA will become an effective method of biometric technology?
Will biometrics affect the job market?
What is biometrics for you: risk or opportunity?
Voice Recognition
A technology designed to recognize and respond to spoken commands through digitization and algorithm-based programming; also called speech recognition.
Trends in Hospitality
Dictionary.com LLC (2014), from: http://dictionary.reference.com/browse/voice+recognition
On August 10, 1998 the Royal Sonesta Hotel Boston announced that they have successfully integrated Pure ReQuest!(TM) with the hotel's property management system (PMS).
Hotel Online special report (1998), Hotel-Online news, from: http://www.hotel-online.com/News/PressReleases1998_3rd/Aug98_VoiceControl.html
Travel Tipper (2014), from: http://www.traveltripper.com/blog/what-is-the-next-step-for-voice-recognition-technology-in-hotel-bookings/
De Lollis, Barbara (2010), 2012 USA TODAY, a division of Gannett Co. Inc, from: http://travel.usatoday.com/hotels/post/2010/10/houston-hilton-hotel-installs-facial-recognition-technology/125937/1
Online travel agency Priceline recently announced a partnership with Chevrolet to provide hotel booking services for travelers in their car.
The 1,200-room Hilton Americas-Houston - Houston's biggest hotel - has installed a cutting edge digital video system that relies on facial recognition technology. The system will let managers track employees, locate missing suitcases, recognize a VIP guest - and much, much more.
high social acceptability
short verification time
(about five seconds)
relatively inexpensive technology
risk of theft
low accuracy
negative affect of weather, person's illness, etc
Thorat, S. B., Nayak, S. K., & Dandale, J. P. (2010). Facial recognition technology: An analysis with scope in India. arXiv preprint arXiv:1005.4263.
NEC Corporation (2014), from: http://www.nec.com/en/global/solutions/security/technologies/face_recognition.html
Kent Security Services , Inc. (2013), from: http://www.kentsecurity.com/kent-brands/kent-facial-recognition-technology/
Vendors should provide solid case studies that show the ROI on the use of biometrics in hotels, as well as provide the technology free of charge for a limited time so hoteliers and guests familiarize themselves with biometrics.
87.3% of guests “willing to use” biometric devices, however, research suggests neither guests or hoteliers are quite ready for it yet.
International Journal of Contemporary Hospitality Management (Impact Factor: 0.93). 03/2009; 21 (2):201-212

Bilgihan, Anil Dr.; Karadag, Ersem; Cobanoglu, Cihan; and Okumus, Fevzi (2013) "Research Note: Biometric Technology Applications and Trends in Hotels," Hospitality Review: Vol. 31: Iss. 2, Article 2.
Kang, B., Brewer, K. P., & Bai, B. (2007). Biometrics for hospitality and tourism: A new wave of information technology.
FIU Hospitality Review
, 25(1), 1-9.
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