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Revolving Door Of Hotel In-Room Technology

Category: Hotels, Posted:16 Jun 2012 | 10:41 am

Our tech guru Terence Ronson of Pertlink has written a piece on the changing landscape of hotel room technology which we are running courtesy of –
"We live in a world full of change. It's one of the constants we can be certain of, and a catalyst to that change rests with technology. Considering this in the context of hotels, one of the significant changes taking place right now is how a guest interacts with the hotel.

The Internet was once seen as a key piece to this, and that has now shifted to the device used to access the Internet. We first experienced the Internet through the computer, and today, the smartphone and tablet have come to the forefront.
These devices are all over the place. Not only the personal instruments of guests but also-on an increasingly regular basis-as part of the in-room technology, either augmenting and consolidating, or replacing certain traditional items.
For example, hotels are using these devices to replace or supplement:
Guest directories
Photo albums
Currency exchange boards
Room service menus with ordering functions
TV remotes with electronic program guides
Blu-ray and DVD remotes
Music portals
Thermostats /climate controllers
Lighting controllers with mood and dimming function
Curtains and blinds controller
Room keys that emit music tones or use near field communication technology
Guest feedback/questionnaire
Alarm clocks
Message delivery
Video on demand movie previews
Guest requests such as housekeeping and maintenance services
Remote viewing stations for door cameras
Internet browsing stations
Spa, fitness and leisure facilities menu with booking function
Golf information and tee time booking function
Wine Lists
Restaurant menus
Offers and promotions
Ordering transportation
Shopping guide including gift shop items and local stores
Handheld ordering devices in food-and-beverage outlets
Concierge services and information repository
Meetings and conference information
Audio-visual controllers in meeting and function rooms
Registration cards with eRegistration forms
Folio preview at check-out
City and tour guides with interactive maps
Weather information
Flight information
Train information
Electronic newspapers, magazines and books
And the list goes on…

In-room technology benefits

One function that is interesting is making the device (usually a tablet) a second screen to the in-room TV, allowing the guest to watch TV anywhere in the hotel, if connected to the Wi-Fi as though they were in the room.

With these relatively inexpensive devices, gone are the days when you would find outdated, dog-eared or dirty folders in the desk drawer. These devices make it quick, easy and relatively hassle free to update the content and will give the user a richer experience versus its printed version counterpart.

Imagine a wine list. On a device, the wine list could include tasting notes from a variety of sources, more detailed background of the wine's origin such as the vineyard and production process, along with some form of artificial intelligence for pairing the wine with a specific menu item. This can be particularly useful for the guest who may feel insecure about asking for assistance, and may just make a selection based on price or what they are familiar with instead of trying something different.

One of the key benefits of in-room technology I see is the ability to remove all the clutter guests find on a desk and brush it away before getting down to business. Other benefits include the options to create time-sensitive promotions and customize content according to the guest demographic-language, cultural nuances, etc.

Devices are fun to use, cost effective to implement and easy to maintain-and there is a big trade off with printing and printed materials replacement costs.

Going forward, this technology will likely evolve into an in-house created app. The guest will be able to download it on his or her own device and use its functions to make their stay easier. This reduces capital expenditure for the hotel, but even more importantly, guests will have greater familiarity and attachment with their devices over yours. Furthermore, if they load the app pre-arrival and keep it there post-departure, you have gained some valuable loyalty points, and one you need to work hard on to max out the customer-relationship management value.

Realistically, we are only scratching the surface with this new technology, and the benefits to the hotel industry will only be limited by our imagination."

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