Mr. Heckaman

David Heckaman

Vice President of Technology Development

Mandarin Oriental Hotel Group

David Heckaman has been engaged in the technology and hospitality industries for the past 20 years. He is able to leverage his extensive operational experience to remain focused on the hotel guest and the staff that have to service them.

Mr. Heckaman earned his undergraduate degree in Hotel Management and Development from the University of Central Florida.

His early operational career had taken through the hotel operational management path. He had worked for Guest Quarters, DoubleTree and independent properties in these roles.

Mr. Heckamanís technology path started with Storemont Trice Hotels where he was a regional technology manager and participated in hotel development and project management of large technology deployments. He later joined Crestline Capital in Bethesda, MD to assist in the creation of Crestline Hotels & Resorts and the interconnection of newly acquired properties and deployment of back-office systems.

In 2001, Mr. Heckaman joined Mandarin Oriental Hotel Group to lead the technology development aspect of their North American flagship property in New York City. The development of this property placed Mandarin Oriental as a clear international leader in the area of lodging technology. There were numerous technologies that were presented to the world for the first-time when the Mandarin Oriental, New York opened in November of 2003. The list of these technologies that were successfully deployed include some of the following highlights:

  • Fully Converged IP Network
  • Full VoIP PBX including VoWiFi
  • High-Definition Video Distribution Ė Stored and Broadcast Content
  • Multi-Carrier Broad-Frequency Distributed Antenna System (DAS)
  • WiFi Distribution over DAS
  • Liquid Crystal Display (LCD) Television Deployment
  • Dedicated fiber-optic broadcast cabling infrastructure

Mr. Heckaman has held his current position with Mandarin Oriental since 2005. In this role he oversees new hotel development, new technology direction and physical infrastructures. The development projects that have occurred under his watch include the following:

  • Mandarin Oriental, Washington, DC
  • Mandarin Oriental, Riviera Maya
  • Mandarin Oriental, Boston
  • Mandarin Oriental, Las Vegas at CityCenter
  • Mandarin Oriental, Barcelona
  • Mandarin Oriental, Paris

Mr. Heckaman also is the Principal Consultant of Heckaman Group, LLC which is a consulting company created to provide technology guidance, project review and vision clarity to technology vendors as well as lodging operators.

Mr. Heckaman also is the co-owner of Structurewide, LLC that operates as a low-voltage engineering and design firm serving primarily North and South Carolina.

He has been a charter member of Hospitality Technology Next Generation (HTNG) trade organization. He currently co-chairs the HTNG Infrastructure and Device Forum.

Mr. Heckaman has held the following certifications Registered Communications Distribution Designer (RCDD) Cisco Certified Network Administrator (CCNA)

Mr. Heckaman can be contacted at 803-627-8886 or dheckaman@mohg.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.