Top Eight Network Technologies to Invest in for "Hotels of the Future", by Daryl Stokes - 1 views
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Poll hotel guests on which amenity is most important to them and chances are they’ll vote for connectivity. But it’s more than just raw Internet access they expect these days. In this new always-connected age, guests want easy and persistent access to all things digital that can enhance their experience, both within and outside the premises. It’s a big reason why hoteliers are now spending as much time and resources on network technology and applications as they are on the quality of their linens and food service. Hotel customers expect the same online convenience and customization they have in their homes. And with seemingly every traveler equipped with laptops, iPads, and smart phones, they also expect their hotel to be place of ubiquitous connectivity. Indeed, according to Scot Campbell, chief information officer for MGM Mirage, the core of a hotel’s ‘cool' factor is technology. Campbell says that "we are building rooms where everything is on a network.”(1) Installing new technologies will give hotels a competitive edge with travelers for whom digital devices have become just another normal bodily appendage of sorts.
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Poll hotel guests on which amenity is most important to them and chances are they’ll vote for connectivity. But it’s more than just raw Internet access they expect these days. In this new always-connected age, guests want easy and persistent access to all things digital that can enhance their experience, both within and outside the premises. It’s a big reason why hoteliers are now spending as much time and resources on network technology and applications as they are on the quality of their linens and food service. Hotel customers expect the same online convenience and customization they have in their homes. And with seemingly every traveler equipped with laptops, iPads, and smart phones, they also expect their hotel to be place of ubiquitous connectivity. Indeed, according to Scot Campbell, chief information officer for MGM Mirage, the core of a hotel’s ‘cool' factor is technology. Campbell says that "we are building rooms where everything is on a network.”(1) Installing new technologies will give hotels a competitive edge with travelers for whom digital devices have become just another normal bodily appendage of sorts.
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t's a big reason why hoteliers are now spending as much time and resources on network technology and applications as they are on the quality of their linens and food service.
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Indeed, according to Scot Campbell, chief information officer for MGM Mirage, the core of a hotel's 'cool' factor is technology. Campbell says that "we are building rooms where everything is on a network."
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While there are many tantalizing new applications hotels can invest in to take advantage of ubiquitous connectivity, we see the following eight technologies delivering the best ROI and competitive advantage.
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Guests will be able to check-in from a kiosk or a touch-screen display in the lobby, just as passengers do in an airport concourse.
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The push now is to make Wi-Fi easier, more reliable, and secure―all the while being compliant with Payment Card Industry (PCI) and other Federal and state law enforcement requirements (e.g. the Communications Assistance to Law Enforcement Act). Secure and flawlessly managed connectivity throughout the premises will be mandatory.
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Room numbers and entry codes will be sent directly to cellphones for easy, keyless entry. Not only is this a solution to guests losing their keys, it also prevents serious security risks that come with magnetic key strips that store personal information, such as social security and credit card numbers.
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For example, Marriott Hotels booked $1 million in revenues in the first 100 days after the launch of its mobile website in 2009. Mobile bookings were particularly important in supporting last minute bookings and moving expiring inventory, as about one-third of the mobile bookings were for same-night stays.
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Energy efficiency is important―both to the environmentally conscious consumer, as well as the economically conscious hotel manager.
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Not coincidentally, the Aria has received the highest certification from Leadership in Energy and Environmental Design (LEED), and 5 Green Keys from the Green-Key Eco Rating Program.
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Using touch screens in restaurants increases the efficiency of staff, and being able to use dynamic graphics and displays enables the chef to promote specials and upsell on orders
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Hotels will increasingly use digital learning to keep employees informed about everything from shift responsibilities, to updates on occupancy rates, to the next wave of convention attendees and security needs.
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cause they are video-based, they are inexpensive to update and translate into languages other than English. High employee turnover rates are part of the hospitality industry, so having an efficient, consistent training solution is critical
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Each of these data streams will need to be highly available―that is, a hotel cannot afford to have the system 'go down'. Network performance will have to be optimal as travelers will expect transactions to happen in real-time. And most importantly, all this data will need to be secure. PCI compliance requires a high level of security for each transaction. Information needs to be able to flow securely and efficiently with built-in redundancy.
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According to iProspect, a search engine marketing firm, two thirds of consumers begin their shopping experience―including hotel shopping experience―online
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A key part of competing in the new marketplace is having the technical capability to capture every consumer touch-point opportunity on the hotel grounds―from the time they step into the lobby, to the time they leave for the next destination.
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Hotel guests are now more interested in connectivity than they used to. With this technology age guests would like to have access "to all things digital that can enhance their experience." Hotels now are spending more time and resources on network technology as they do for other services. For hotels to gain competitive advantage they need to build rooms where everything is on a network.
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This brings up a topic that we discussed in one of the earlier weeks in class. Being PCI compliant is a very critical role in guest satisfaction. It makes the guest feel secure and confident that their information is safe and not being shared through other channels.
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This article highlights top technological improvements in a hotel that have proven to be successful, and in return have reflected a positive ROI. The article discusses ideas that are new and upcoming. Some of these ideas include: Digital check-in/check-outs, secure and reliable Wi-Fi, smart phone operated hotels (use of keys), TV as in-room control center where guests can control room temperature and lighting, and restaurant display ordering.
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Another topic that is mention, previously discussed in class, is how paper menus will be replaced and guests will now have access to order via touch screen devices. This does not eliminate servers, but increases efficiency of staff, and increases turnover of tables.