The Microsoft Home: Applications for the Lodging and Restaurant Industry Today and in the Future

Abstract

The purpose of this article is to analyze the effects of home technologies on guestroom technologies. After analyzing the evolution of home technological innovations and the flow of these technologies into hotel guestrooms, the technologies featured in the Microsoft Home of the Future will be examined and their likelihood of making the transition into hospitality industry will be discussed. The Microsoft Home of the Future uses the latest in current and futuristic software and hardware including Radio Frequency Identification (RFID), electronic wallboard, light projection devices, and voice recognition.

KEYWORDS:

• technology
• hotels
• restaurants
• hospitality
• innovation

INTRODUCTION

This article provides a historical journey of technologies from their start in the home to their eventual use in the hotels and restaurants of today. The purpose of this article is to analyze the effects of home technologies on guestroom technologies. Figure 1 presents a time line of technology's progression in the guestroom; many of these innovations began in the home, which is where this article begins. After analyzing the evolution of home technological innovations and the flow of these technologies into hotel guestrooms, the technologies featured in the Microsoft Home of the Future will be examined and their likelihood of making the transition into the hospitality industry will be discussed.

FIGURE 1 Hotel guestroom technology between 1970 and 2000.

TECHNOLOGY IN THE ROOM: HISTORIC VIEW

“Home away from home!” This is how we would like to express what hotels mean to our guests. For this to happen, we must provide technologies that guests use at their home. As Figure 1 shows, hotels adopted in-home technologies to create the feeling of “home” for their guests. Only after the 1970s did we start to see some advancements in the guestroom.

Of course, the main purpose of the guestroom has never changed: to provide a clean, safe place to spend the night. In 1970, for the first time, hoteliers put ice-cube makers and small refrigerators inside the guestroom. In the beginning, not all rooms had these innovations. Usually, those rooms containing these special “amenities” commanded a higher rate than the other rooms. In 1972, the first models of telephone systems were introduced to the guestroom. In those days, there was only one telephone line for the entire hotel; therefore, guests sometimes waited long hours before they could place a call. In 1975, after color TV was well established in homes, hotels started to offer it. In the beginning, some hotels advertised that they had color TV to differentiate themselves from the competition. In 1980, the Hotel Billing Information System (HOBIC) was introduced. In 1981, it became legal for hotels to make a profit from phone calls. With this legalization the use of call accounting systems exploded in the hotel industry. In 1986, electronic door keys were introduced, increasing the security and the convenience for guests. In 1990, interfaces between TV systems and the hotel's Property Management System were established so that the guests could see their bill through the TV. With that connection established, in 1993, guests were able to check out from their rooms by using the TV. In 1995, high-speed Internet access was available in hotel rooms. After 2000, hotels started to use voice-over IP phoning systems, high-definition TVs, wireless Internet access, interactive entertainment systems, and many other systems that we will explore further in this chapter.

KITCHEN OF TOMORROW IN THE 1950s

Before the Microsoft Home of the Future was constructed in Seattle, the Home and Kitchen of Tomorrow was built in the 1950s. The historical collection from this original house of the future is displayed at Hagley Museum, in Wilmington, Delaware (where the DuPont story began).

The Kitchen of Tomorrow was designed to be functional in four ways: (a) indoor–outdoor living, or the living-with-the-land approach to modern architecture that invited the outdoors in; (b) family living, by making it a warm, colorful, and spacious family gathering place; (c) suburban living, with the layout and appliances made for once-a-week shopping; and (d) leisure living, with everything in it designed to save time and effort for the homemakers. In fact, hotels today are beginning to design outdoor “living rooms” as an extension of their branding—bringing guests outside to enjoy the natural environment. (A Marriott Hotel in California has added this.)

The Refrigeration Center

The refrigeration center (Figure 2) included four waist-high modular units that extended all along the 12-foot wall. The refrigerators and freezers were combined in a single unit with separate space-saving doors that opened up or down at the touch of a control bar. Shelves and baskets glided all the way out to bring food right up front. A container stored frozen juice cans in the freezer and in each section of this combination appliance, there was also a special shelf that could be adjusted up or down by merely tapping a bar, to accommodate extra-large or odd-shaped foods.

FIGURE 2 Layout of kitchen with easy access and flow. Courtesy, The Hagley Museum, 2006, Wilmington, DE

Another unit dispensed a choice of ice water, ice cubes, or crushed ice, all at the touch of a finger. A third unit offered a convenient beverage cooler with lots of storage space for all sizes of bottles. The fourth refrigerated unit featured controlled humidity for proper storage of fresh foods, fruits, and vegetables.

FIGURE 3 Demonstrating efficient space utilization. Courtesy, The Hagley Museum, 2006, Wilmington, DE.

The Island Sink

The island sink was located in the heart of the kitchen, where all its features could be reached from all sides (Figure 4). There, in a compact unit, was a double sink, a food waste disposer, and automatic dishwasher—plus storage drawers and a chopping block. Both sinks were adjustable for height with streams of clean, hot water flushing down the sides.

FIGURE 4 This depicts males playing more of a role in the home in the future as the mother is now working out of the home; they therefore share responsibility in the kitchen. Courtesy, The Hagley Museum, 2006, Wilmington, DE.

The faucet let people regulate the temperature and the amount of water with two small controls located at the tip of the faucet. There was a special color indicator that lit up and changed color to show the temperature of water being delivered.

Using the automatic dishwasher, the dishwashing process took just 5 minutes: 2 minutes to scrape dishes once over lightly and 3 minutes to load before pressing a single button. The food waste disposer was installed in the front sink and made cleaning up after meals faster.

The Meal Planning Center

Here is the homemaker's “office” (Figure 5). On the desk there was an automatic-answering, distant-talking telephone. It had a built-in microphone, amplifier, and speaker that could be operated with the wave of a hand. A television receiver, mounted on a swivel and with push-button remote controls, received regular programs as well as pictures from viewing cameras installed at the front door, play area, and nursery.

FIGURE 5 The kitchen too would have a “nerve center” or control center, and the TV depicted could also include the Personal Computer for recipe and menu planning and purchasing of the groceries. Courtesy, The Hagley Museum, 2006, Wilmington, DE.

A Motor-Driven Serving Cart

There was a condiment set, warming tray, toaster, and combination waffle iron and grill built into the top of the motor-driven serving cart. Inside were electrical outlets and space for table appliances.

A Magic Travel Tray

Moving heavy or bulky things about the kitchen without the slightest strain or effort, the Magic Travel Tray (Figure 6) glided across the kitchen on concealed tracks mounted in the ceiling.

FIGURE 6 Overhead lifting systems in the kitchen will effectively help to lift heavy objects to “work smarter, not harder.” Courtesy, The Hagley Museum, 2006, Wilmington, DE.

The Cooking and Mixing Center

This section was designed for access from the patio as well as the kitchen, and duplicate controls for the oven and surface cooking units permitted the “chef” to supervise the cooking from either side.

The Cooking Center (Figure 7), viewed here from the patio side, featured two pairs of surface units. One pair “flops over” to reveal a griddle, the other a flat work surface. A concealed rotisserie oven, heated by special quartz lamps, raised and lowered automatically. Another special device provided either charcoal or hickory in the oven for a tantalizing outdoor flavor.

FIGURE 7 Men would play an increasing role in the kitchen of the future, as more females left the home and entered into careers outside of the home. Courtesy, The Hagley Museum, 2006, Wilmington, DE.

The Mixing Center had a special circular sink for showering vegetables. A projector-type recipe viewing screen permitted the housewife to dial any one of 48 different color photographs and recipes. And for a choice of mixer, blender, potato peeler, juice extractor, shredder, slicer, or can opener, the unit could be easily placed and operated on power-driven shafts concealed in the countertop.

From an analysis of the Kitchen of Tomorrow, we understand that without dreaming about the future, the future cannot be realized. It is clear that some of the designs and technologies forecasted in the 1950s not only made it to the kitchen of today but also to the hospitality industry. Our homes are becoming “offices” as computers and broadband Internet connection become more available. So far, we have examined what was predicted in the past. Now, let's look at what is being forecasted today for the “Home of the Future.”

MICROSOFT HOME OF THE FUTURE

Recently, the authors became the first two hotel management faculty to tour the Microsoft Home of the Future. Upon arriving at the home, visitors press the doorbell, and a digital picture of the visitors is sent to the owner's cell phone anywhere in the world. (See Figure 8.) The cell phone owner can then electronically open the front door or control the lighting in the house or activate a virtual dog barking to give the impression that there is a big, intimidating dog inside. Upon entering, the sensors under the carpet detect the walking gait of the person (similar to the fingerprint, each human being has a unique way of walking) and set the lighting, temperature, music, and artwork from Monet to Rockwell based on the preprogrammed settings for that person. If the walking pattern is not recognized, the system understands that the person is a visitor. Inside the home, there are many speakers and microphones that allow communication with the digital home assistant. It feels like a virtual 24-hour butler. The home owners can communicate with this virtual home assistant, usually named after a human: “Midge, please turn on Microsoft media center with the game of the week, and preheat the oven …”

FIGURE 8 As one enters the Microsoft home of the future, lights come on automatically and music to suit one's pre-set taste provides a welcome. Entryway to home in Seattle at Microsoft Headquarters campus.

Using Lumen-imbedded wall coverings made by Siemens (and selling for approximately $50 per square meter) allows all the surfaces covered with this material to be modified. Imagine a room where the homeowner can change the color or design of the wallpaper with the touch of a button or a voice command. In these rooms the controls are displayed for user interaction.

In the kitchen, by placing pieces of kitchen equipment (with RFID tags) on the counter, along with ingredients (for example, flour and a food processor), the RFID is recognized and suggested recipes and text are light beamed on the counter surface (such as a pie crust or quick bread). Individual RFID tags on ingredients in the refrigerator are recognized by the digital assistant, and inventory is taken, food ordered, and recipes suggested with the existing refrigerator inventory. The inventories and recipes are also shown on the flat screen. (See Figures 9 and 10.) In the bedroom, all clothes have an attached RFID tag. When held in front of a full-length mirror, the clothing in hand is projected on the mirror. The mirror then displays other clothes that would go well and match the garment, as well as when it was last worn, and what garments are in the laundry.

FIGURE 9 Microsoft kitchen.

FIGURE 10 Recipe projected on kitchen counter.

Throughout the house there are RFID-activated sensors, smart cell phone capabilities to control room temperatures, tablet-PC-activated devices, and carpeting that recognizes the walker and will activate personalized music, lighting, and photographs.

Many of these Microsoft home designs have applications relevant to hotels and restaurants. The authors predict that the technologies featured in the Microsoft Home of the Future will not only make it to the home but also to the guestroom and professional kitchens. For example, the light beam can be used to project recipes onto a counter to assist in training new cooks. This could be particularly valuable considering the high levels of employee turnover and the decrease in available labor. With the advance of RFID chips, the inventory of beverages and other packaged items can be real-time, allowing the hotel executives to control costs and manage inventory effectively.

CONCLUSIONS

The future of hospitality and travel is changing rapidly (Cetron, DeMicco, & Davies, 2006). This article has examined the Microsoft Home of the Future and identified innovations that may have applications in the hotel and restaurant industry. In addition, the guestroom of the future provides applications that may also have domestic use.

By exploring the best of future home design and innovation, the hospitality industry can gain insight into present/future innovations that may have applications in guestrooms and kitchens. As the great philosopher Yogi Berra stated, the future isn't what it used to be.

This article looks back at a humble past with respect to kitchen design, and fast-forwards to the innovations of the present and future. It is interesting that when thousands of top executives at global companies were evaluated in studies, one distinctive cognitive ability distinguished the “rockstar” CEO performers from the field. It was not their technical expertise, education, or even intelligence. The ultimate leadership quality is the ability to recognize patterns by scanning the “big picture,” which led eminent leaders to select and search out meaningful trends and then vision these well into the future. This surveying of the environment, identifying significant changes, and then figuring out what these trends mean to their organization brings about the highest magnitudes of success.

Therefore, to achieve success in the hospitality and foodservice business it is critical to identify patterns in equipment and new menu product development, customer preferences, and technology and trends. Research and development (R&D) is the “fountain” from which new product and innovations eventually flow. This connection is not always felt as immediately in hospitality design and innovation as it is in, for example, computer, mobile/wireless technology, and other high-tech electronics. In fact, as a percentage of the U.S. gross domestic product, R&D expenditures have been declining. The federal budget for pure research has all but disappeared as the U.S. government has focused increasingly on engineering and product development since 9/11, where the funding has been spent on military and security research. U.S. corporations have also cut their R&D budgets from more than 2% in the early 1990s to a bit less than 1.9%in the past 5 years. However, globally, this deficit has been made up by increased spending in China, India, and Japan. The flow of new discoveries may no longer originate primarily in the United States, but it will continue.

As a result of this, the product cycle has been shrinking rapidly. To compete, hospitality and foodservice R&D must gain momentum and think of it as the “four Is”: Idea (the Nobel Prizes), Invention (patents), Innovation (prototypes), and Imitation (mass volume sales). As late as the 1940s, the product cycle stretched to 30 or 40 years. Today, it seldom lasts 30 or 40 weeks. In high-intensity fields such as computers and consumer electronics, it can almost be measured in hours. The hospitality industry must get a grip and sense of urgency on this visioning mentality and forward thinking and invest in innovation through R&D.

Among today's pervasive trends, diners are becoming more health conscious, more quality conscious, and much more interested in convenience and economy. These trends are changing the foods anywhere from restaurants to the local supermarket. They are most advanced here in the United States, but are beginning to appear in Europe as well.

At home, Americans are looking for meals that are easy to serve and easy to clean up. Relatively few still cook regularly from scratch; instead, they buy ready-made meals or semiprepared food products, or they order takeout. This trend, along with growing concern for nutrition, food safety, and a secure food supply (free of terrorism tampering), has made bagged salad greens a hot seller in our nation's supermarkets.

The biggest growth is in the mid-economy restaurants or fast casual such as Panera and Baja Fresh, which provide good, nutritious food with a minimum of service. This is adding new value to brands associated with high quality.

Another key trend impacting the hospitality and restaurant industry is concern for the environment. Traditionally, building materials have been derived from natural resources such as wood, clay, and metals. Growing numbers of consumers are coming to prefer materials with a minimal impact on the environment. Typical examples from current practice include engineered wood products such as studs and joists assembled from small pieces of wood that formerly would have gone to waste. Many more such products can be expected to reach the market in the coming years.

Since the 9/11 attacks, a good deal of R&D has gone to develop products to deter the threat of terrorism. For example, several companies have been working on new shatter-proof window materials that let in light—most are translucent, not transparent—but do a good job of keeping out blast forces. The authors have investigated techniques of wrapping structural columns in Kevlar, hardening them against explosives, and embedding glass with Kevlar fibers to withstand bomb blasts. The Kevlar itself must be wrapped in Gore-Tex or another moisture barrier, as it degrades when exposed to water. This all comes from sound R&D.

In the future, “intelligent materials,” concrete, metal, or composites embedded with sensors, will accomplish a wide variety of security purposes and make life better. Some use strain gauges to assure that the forces acting on a structure built from that material remain within design limits. Others reveal damage to the structure—say, a bridge support—when embedded optical fibers are broken, so that light no longer passes through them. Still others actively resist deformation with embedded actuators such as shape memory alloys. In the next few years, the most successful of these experimental materials will begin to make their way from the laboratory to practical use in the hospitality and restaurant industry. Composites of many kinds will be used to form not just tub-and-shower units but whole rooms, kitchens, hotel rooms, etc., which can then be dropped in place on a construction site by cranes or even helicopters. Many will be manufactured by robots, ensuring quality by eliminating human error.

In the future, nanotechnology may transform materials as we know them today. For example, boron compounds could lead eventually to extraordinarily strong structural elements. Long before these are incorporated into the cable of a “space elevator” to low Earth orbit, they may revolutionize the construction of suspension bridges, tentlike buildings, and other high-performance structures that have application to hospitality and travel. Many of these new building materials will be more cost-efficient. Others will save energy or natural resources.

These changes will allow hospitality R&D engineers and engineering laboratories to develop new facilities and skills to keep up with the demand for new testing procedures to continue to advance and compete in a global market. This article hopefully inspires and challenges our industry to be a leader in the world's largest industry.