The innovators and technology companies focusedÊon a new guest experienceÊhave it right. The business travelers of today are some of the most sophisticated travelers to date. Business and leisure travelers love technology “when it works”.
This is huge, so if you are a technologyÊcompany looking to create new and exciting products for the traveler, stay very close to the basics, look to make the current tools better and beware of the fad items that don’t last. TravelersÊhateÊgimmicks and or things that are too complicated or too costly. They love technology that makes travel easier, hassle free and add value, they love to save money and enhance the experience.Ê
As for hotels, those that do not keep up with technology are sure to lose market share, Wi-Fi lot working or difficult to use tops the list of frustrated travelers. We go into rooms that have these data ports that look like a sound stage and the internet is slow. Focus on the basics first, fast efficient and low cost or no cost Wi-Fi is first, then have the cool systems that work. Update the TV and ability to cast the movies from the iPad to the TV is an easy way to enhance and personalize the guest stay.ÊÊ
W Hotels had it right when they developed the “Whatever whenever” motto, the guest today have an expectationÊto get what theyÊwantÊwhen they want it, access and ease are important whether it is a room, service, amenity, or even food and beverage. The good news for operators, owners, and brands the technology is helping and the guests are willing to pay good money for a higher quality guest experience.
Look for hotels to incorporate more technology tools such as iPadÊor touch screens in the rooms, robots doing deliveries and self-sever ordering, moreÊkiosks,Êenhance vending machinesÊand personalize TV experiences by allowing guest to connect to theirÊdata while away from home a play it with ease on the TV in the room.ÊÊ
From LoT to Virtual Reality, no doubt technology is and will be at the forefront of the hotel guest experience in 2017.
By Paul Breslin
Paul Breslin, Managing Director of the Atlanta office of Horwath HTL, is a 35-_year veteranÊof the hospitality industry. His background within the industry is all encompassing, with extensive experience inÊhotel operations, developmentÊandÊassetÊmanagementÊwithÊmajor branded hotelsÊasÊwellÊas independent and smaller luxury hotels. Paul is a member of the prestigious International Society of Hospitality Consultants and the Hotel Asset Managers Association. He is a Certified Hotel Administrator by the Educational Institute of AHLA, and a founding member and immediate past president of the Atlanta Hospitality Alliance, and currently serves on its Board. He also serves on the Governmental Affairs Committee of GHLA. Additionally, Paul is a Certified Hospitality Educator (CHE) and is the Executive-_in-_Residence in Lodging for the J. Mack Robinson College of Business, Cecil B. Day School of Hospitality at Georgia State University.
