I have also written three booklets, one as an Introduction to Hotel Systems, one on the issues surrounding Systems Security and one as an Introduction to F&B Systems.
These are published by the AH&LA Technology Committee as three in a series of introductory primers on hospitality technology.
Copies can be ordered from the AH&LA's Educational Institute (tel: 202-289-3100); alternatively, they may be downloaded in Adobe Acrobat (PDF) format directly from the AH&LA-EI Web site.

I have also contributed chapters on Hotel Technology to both Third and Fourth Editions of "Hotel Investments: Issues & Perspectives", published by the AH&LA Educational Institute.

ARTICLES

Customer Relationship Management - Summer 2008
Loyalty is a fickle concept when many travelers belong to several frequent guest programs and expect good service wherever they stay. What tools are hotels using to contact guests before and after their stay without being intrusive, and to ensure that their preferences are met and their stay is memorably good?

Business Intelligence - Spring 2008
Even the simplest property now generates far more data about its guests and operations than can be quickly grasped by managers. Complex resorts and multi-property, multi-brand chains have exponentially greater challenges in analyzing their operations and spotting key trends. What tools are available to help them, and how do they ensure that the data they're working with is real?

Resort Systems - Fall 2007
The tantalizing search for the all-encompassing resort system has been going on for many years. The vendors are getting closer, but resorts continue to expand their goals as operations become ever more complex. Will we ever reach Shangri-La?

Future Technology - Summer 2007
The recent gathering of vendor company CEOs at the Vendor Summit provided a unique opportunity to talk about the future of hospitality technology. What better source of information and ideas than the people who are building the future? This article reports on the trends being both followed and created by the leaders of the industry.

Casino Systems - Spring 2007
Gaming is one of the fastest-growing industries around. Are you feeling lucky? Casinos put a great deal of effort into making you just lucky enough to keep coming back. Here's a look at how they use technology to do that - and much more.

Invisible Systems - Fall 2006
Just because some systems work unobtrusively behind the scenes, invisible to the guest and, sadly, often also to the management, doesn’t mean they’re not making a real contribution to your bottom line. Here are a few that will rapidly pay back their investment.

Technology Trends - Summer 2006
While many of hospitality's goals haven't changed much over the last five years, the advanced tools we now have available are bringing them much closer. At the same time, they open up new challenges, and allow new goals to be set. What are the key trends in hospitality technology today?

Guestroom Technology - Spring 2006
With so many options and such fast-paced changes in guests' demands, what technology should a hotel put in its guestrooms? What will be useful in three years time, and how can it be affordable? A guide to trends and the operation payback from well-integrated technology.

F&B Systems: Refining the Recipe - Fall 2005
Good hospitality in a restaurant is all about the personal touch, but requires effective automation to be really efficient. What tools are available to help you find the right mix of technology? Which systems help provide the best possible service without being obtrusive?

Centralized Systems - Summer 2005
Interest in centralized systems - where the servers are hosted at a remote site which hotels access through a network - has never been higher, and virtually all areas of hotel operations can now be managed with these tools. What are their advantages and drawbacks? Are they right for every property?

RFPs and Systems Presentations - Spring 2005
As hotel requirements and systems functionality both become increasingly complex, it's become truly challenging for hoteliers to grasp the essence of each vendor's system and how it meets their needs within a realistic timeframe - and both sides routinely make it more difficult for themselves! A guide to focusing on what's really important, for both parties.

Revenue Management - Fall 2004
To the art of selling the right product at the right price at the right time to the right customer, now add "via the right channel." Revenue management is even more complex nowadays, yet even more worthwhile. How do you get it right?

Distribution Channel Management - Summer 2004
The ever-growing selection of distribution channels available to hotels is getting harder to manage every day. What's the right mix for your property, and how do you get the whole team pulling together for best results?

Going Wireless? - Spring 2004
Wireless technology seems to be evolving almost at the speed of light. What do you need to know to get started? Which systems are affected, and which technologies are most important to be aware of right now?

Club Management Systems - Fall 2003
Club systems offer championship-level functionality, so why do so many clubs have sub-par satisfaction with them?

Property Management Systems Update - Summer 2003
What should you look for in a modern property management system? Powerful and flexible, the good ones work smarter as well as harder, play well with other systems and have more options than you know what to do with.

Group Technology - Spring 2003
Group bookings sound simple - just a big block of room-nights, right? - but their complexities can be mind-boggling. Take a look at how technology helps group coordinators put it all together.

Sales Tools - Making Connections - Fall 2002
Without connections, business doesn’t exist. Our sales tools have been helping us connect clients and properties for years; now they’re learning to connect with each other, too.

Islands of Automation - Summer 2002
Why interfacing the islands of automation all over your property - all your different systems - is still such a challenge despite the benefits, and what we’re doing about it.

Restaurant Tech - Spring 2002
A hotel front desk at its busiest doesn’t hold a candle to a successful restaurant at the height of the evening rush. Which systems and features really earn their place in the high-pressure, low-margin world of restaurant operations?

Customer Relationship Management - Fall 2001
The promise of a complete CRM solution is alluring - better-satisfied guests, more-productive marketing, fewer surprises for everyone - but it's expensive and very difficult to achieve. Focusing on just those CRM elements that make most sense for you still brings high rewards, and is definitely achievable.

Technology Trends - Summer 2001
We're on the threshold of a real breakthrough in efficiency as systems become more integrated, with more universal access and more sophisticated ways of analysing their data. But will we get there?

Guestroom Technology - Spring 2001
It's not what you've got, it's what you do with it. A guide to many of the current trends in equipping the guestroom with technology that makes sense for the guest and for the hotel.

An Embarrassment of Riches - Fall 2000
A review of the current state of sales and marketing tools, and coping with the tsunami of information they produce.

Perils and Pitfalls of the 'Puter Path - Summer 2000
A summary of typical errors often made during the systems selection and implementation processes, and advice on how to avoid them.

E-Commerce, E-Business, E-Bids…E-GAD! - Spring 2000
A review of the impact of the Internet on the hospitality industry - what it means, what works and what's still not ready. Should you join in the rush to the Web?

Sales & Catering Systems: Poised for Internet-Assisted Take-Off - Fall 1999
A review of what to look for in S&C systems, and future trends in these powerful tools.

Confused About Property Management Systems? - Summer 1999
A guide to the many systems out there; what's hot, what's not, how to go about choosing one for your property.

The Backstage Crew - Spring 1999
Turning the spotlight on some of the lesser-known systems and technologies that keep hotels and restaurants running smoothly.

Revenue Management Systems - Must-Have or Luxury? - Fall 1998
Given that Revenue Management systems are claimed to produce a 3%-6% increase in revenue, why isn't everyone installing one? A guide to what they do, and what makes for a successful implementation. (This article was also reprinted in Australia and - in German - in FVW International.)