Computer Systems Failure

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Computer systems failure ContingenCy planning
second edition Cihan Cobanoglu, ph.D., stephen Blasik, and mark g. Haley, CHtp

a technology primer Developed by the american Hotel & lodging association’s technology and e-Business Committee funded by the american Hotel & lodging educational foundation

www.ahla.com

88127NEI02ENGE
PP-3465

This guide was written by Mark Haley, revised and updated by Cihan Cobanoglu, Ph.D., Stephen Blasik, and Mark Haley and developed by the Technology and E-Business Committee of the American Hotel & Lodging Association (AH&LA), with a grant from the American Hotel & Lodging Educational Foundation (AH&LEF).

technology and e-Business Committee
Co-Chair Co-Chair ViceChair AH&LA Officer Liaison AH&LA Officer Liaison AH&LA Staff Liaison Daniel Connolly, Ph.D., Associate Professor University of Denver Clay Dickinson, Executive Vice President Jones Lang LaSalle Hotels Cihan Cobanoglu, Ph.D. University of Delaware David Kong, President & CEO Best Western International Pam Inman, EVP & COO American Hotel & Lodging Association Laurence Barron, Vice President & CIO American Hotel & Lodging Association

members
James O. Abrams ISHAE Representative President & CEO California Hotel & Lodging Association Laurence Barron Vice President & CIO American Hotel & Lodging Educational Institute Stephen Barth President & Founder HospitalityLawyer.com Kathleen Pearl Brewer, Ph.D. Professor/Director of Graduate Studies University of Nevada at Las Vegas Dennis Carpenter, MHS Director, Association Alliances Heartland Payment Systems Cihan Cobanoglu, Ph.D., CHTP Associate Professor University of Delaware—HRIM Patton Conner Vice President, Information Resources Marriott International Daniel Connolly, Ph.D. Associate Professor University of Denver Clay B. Dickinson Executive Vice President, Strategic Advisory Jones Lang LaSalle Hotels Gregory A. Dugal ISHAE Representative Executive Director Maine Innkeepers Association Rich Ehlers Director iBAHN Bernard Ellis Managing Director—Americas IDeaS Revenue Optimization William Folkerts Owner Comfort Inn Mark Haley, CHTP Partner The Prism Partnership iii

© 2009—American Hotel & Lodging Association. All rights reserved.

Pam Inman, IOM, CAE Executive Vice President & Chief Operating Officer American Hotel & Lodging Association David Kong President & CEO Best Western International Monika Nerger Vice President of Technology, The Americas Mandarin Oriental Hotel Group Kirby D. Payne, CHA President HVS/American Hospitality Management Company

Laura Powers, MHS Director of Business Development Teledex Corporation Tina Reese Regional Vice President First Data Commercial Services— Revenue Sharing Alliances Jeffrey Senior Executive VP, Marketing & Sales Fairmont Raffles Hotels International Jules Sieburgh, CHTP O’Neal Consultants Kevin H. Smith EVP & General Manager New Yorker Hotel Management Co., Inc.

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© 2009—American Hotel & Lodging Association. All rights reserved.

acknowledgements
American Hotel & Lodging Educational Fondation’s Research and Project Funding Committee

editorial reviewers
Pearl Brewer, Ph.D., UNLV Kutay Kalkan, University of Delaware

Disclaimer
This guide is intended only as a general guide concerning Hotel Computer Systems Contingency Planning and does not purport to be, nor should it be used as, a complete description of Hotel Computer Systems Infrastructure problems or solutions. Companies should not rely upon this guide for other than general information and should consult their employees and attorneys before implementing any suggestions or procedure or using ant forms contained in this guide. AH&LA does not warrant the accuracy of the guide, the accuracy of completeness of the procedure described in this guide, the effectiveness of such procedures or the effect of any forms contained herein.

© 2009—American Hotel & Lodging Association. All rights reserved.

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