hospitality technology report 2019 - systemagic · bandwidth is strong and connectivity flawless....
TRANSCRIPT
HOSPITALITY TECHNOLOGY
REPORT 2019
RECOGNISING THE CHALLENGES AND TRENDS FACED IN TECHNOLOGY WITHIN THE HOTEL INDUSTRY.
WWW.HOTELIERTECH.CO.UK
FOREWORD
THE IMPORTANCE OF BEING CONNECTED
BETTER BANDWIDTH
STAYING SECURE
EMBRACING NEW TECHNOLOGIES
GUEST EXPERIENCE
CONTENT
OVERVIEW
FOREWORD
Another exciting year for hotel technology as we see last year’s hyped technology become this year’s normal. Very quickly devices like smart speakers, internet connected lighting and keyless entry systems are becoming standard, and guest expectations are fast bringing technology to the forefront of booking choices.
My passion remains focussed on getting the fundamentals right – ensuring your property has enough internet bandwidth to service your guests’ needs, ensuring your wifi not only has great coverage and speed but is secure, and being able to host corporate guest bookings without worrying about whether their VPNs, video conferencing and cloud systems will work or not. After all, if your IT systems aren’t serving your guests needs then what’s the point?
My team have been busy as always, highlights include working at the beautiful Relais & Châteaux Whatley Manor where new internet, wifi and systems have ensured the hotel’s technology fully represents their 5* status, and with smaller boutiques like the Beckford Bottle Shop in Bath who wanted tech to be invisible but allow instagrammers to post pictures of their impressive food and be serenaded by high quality music while they dine.
The hospitality tech conference scene was again littered with robot butlers and talk of replacing people with automation, but behind the hype we saw the emergence of in-room and automation technology for the mainstream, so expect this technology to be high on guest expectations as the decade turns.
WWW.HOTELIERTECH.CO.UK | 01225 426800
Connectivity continues to be an immensely critical factor in guest fulfilment. Readily available wifi is now seen as a necessity, not a luxury and guest satisfaction no longer comes down to just the perks of a complimentary breakfast or swimming pool.
We’ve recognised over the years that if there’s one thing you can be sure of it’s that no matter the size of your hotel your guests expect super-fast, secure and unlimited wifi across all areas of the property.
The quality of wifi in your hotel has become one of the major deciding factors on guest’s overall impressions of their stay. Negative wifi reviews can play an immense part in putting off potential new guests to your property.
For business travellers in particular, having uninterrupted super-fast internet access whilst on the road is imperative. Leisure travellers are using wifi not only to stream films but access the internet via their smartphones, tablets and games consoles. With hoteliers seeing an increase in the number of devices guests are now bringing during their stay it naturally puts an ever-growing strain on internet connection and networks. That being said, are you sure your guests are receiving the internet speed they expect?
THE IMPORTANCE OF
BEING CONNECTED
WHATLEY MANOR CASE STUDYWe worked hard liaising with BT and local authorities to ensure Whatley Manor could have a dedicated superfast fibre optic internet line which has increased their internet speeds by over 50x. This has been coupled with a new secure, strong and stable wifi system which will ensure corporate guests booking the board room and meeting areas can be confident in the IT systems at Whatley.
For other guests, the internet speed and stronger wifi ensures ultrafast download speeds. It also enables the streaming of high definition video and fast access to data while staying at the hotel, resulting in an enchaned customer experience.
James says: ‘It’s fantastic to have Whatley Manor connected to a superfast dedicated fibre line. Our experience in the hospitality industry has shown us time and time again that strong and secure WIFI is a key requirement for today’s guests and Whatley’s system is now befitting of a 5* Relais & Châteaux property.’
THE IMPORTANCE OF
BEING CONNECTED
CASE STUDY
The average guest requires over four times more bandwidth than they did back in 2015. Guests now bring three or more devices with them during their stay and hoteliers are faced with the increasingly difficult task of providing the best possible solution for their rising bandwidth needs.
Over the years we’ve helped a number of hotels to ensure their bandwidth is strong and connectivity flawless. Hotels can have the finest hardware and technology on offer however if there isn’t enough bandwidth to support all areas of a property it can not only result in poor guest experience but will also impact reviews.
The battle for bandwidth is at an all-time high, can you keep up?
BETTER
BANDWIDTH
BETTER BANDWIDTHOUR 3 KEY STEPS TO BETTER BANDWIDTH
REVIEW YOUR
INFRASTRUCTURE
Wifi systems have taken giant leaps in recent years, with major advancements in speed, coverage and security. Most modern devices now warn the user against connecting to older networks which it deems aren’t secure enough. We’ve had numerous hoteliers contact us as guests with newer iphones are being told not to connect to their wifi.
If your wifi infrastructure is more than 4 years old it’s time to consider a refresh.
A guest streaming a 4k film in their room can have a significant impact on everyone else.
This happens time and time again in smaller properties where wifi and internet systems have been installed but not configured to ensure speeds are fairly shared. Your internet should be configured so that no single user can negatively impact the others.
When was the last time you checked wifi coverage across your property?
Often wifi signal can be affected by other wifi networks, so if your property has others in the vicinity (a terraced B&B or city centre hotel for example), you need to be regularly checking that other nearby networks aren’t reducing the performance of yours.
DISTRIBUTE
FAIRLY
TEST AND TEST
AGAIN
STAYING
SECURE
96%
Of cyber attacks can be prevented following secure computing practices.
IBM
STAYING SECURE
OUR TOP TIPS TO KEEP YOUR HOTEL SYSTEMS SECURE
KEEP DEVICESUP-TO-DATE
PROVIDE SEPERATENETWORKS
BACKUP YOUR DATA
Your systems will be much more vulnerable to attacks from hackers if you allow too long without updating on a regular basis.
It’s essential to get into the routine of backing up your data. By backing up you’re eliminating the opportunity of losing and damaging crucial information surrounding guest data.
Always provide guests with a seperate WIFI network, even if you ultimately share the same internet connection. If you dont, this put you at risk of virus infection or data theft.
EMBRACING NEW
TECHNOLOGIES
EMBRACING NEW TECHNOLOGIES WHAT TECHNOLOGY CAN ENHANCE YOUR OFFERING?
One of the most popular trends we’ve seen lately is the demand for implementing IOT into properties.
The Internet of Things (IOT) refers to the connection of devices that can be monitored and controlled from a remote location. It’s transforming the ways in which hotels not only communicate with guests but it’s also helping streamline day to day operations. According to a Forbes study Cisco have predicted that by 2020 50 billion devices connected by IOT will be in circulation.
IOT BENEFITS.. Guests have a more personalised approach to their stay by having the ability to adjusting heat and lighting or call reception via a Smart TV.
Waiting times upon check in can be significantly reduced with the functionality of self service check in and keyless entry.
Major asset for staff optimising internal processes.
Can be used in properties as an alerting system highlighting when tech isn’t functioning. For example: radiators, light bulbs and even shower pressures.
Tool for cost control as devices can alert staff when heating systems are left on in vacant rooms.
Of guests want to speed up check in and book themselves in to their hotel stay
Zebra Global Research
70%
GUEST EXPERIENCEIf there’s one thing that’s dominating the industry right now, it’s the need to create quality guest experience. We work with a number of independent and boutique hotels to intergrate the most rewarding and appropriate technology into their properties. But what tech makes their guests tick?
Mobile technology is impacting the industry massively. It’s transforming the ways in which hotels not only engage with their guests but it’s also simplifying their overall experience with elements such as mobile check in and room service abilities.
Today, major players in the industry continue to invest in technology to fulfil the requirements of their guests. Both Hilton and Marriott hotels launched apps over six years ago allowing their customers to book a stay, change a reservation, make requests and access offers. We’re seeing that by utilising apps and incorporating interactions via smart devices into a guests stay is now becoming the norm rather than the exception.
Of millennials would allow travel brands to track them for a better guest
experience.
American Express
83%
GUEST EXPERIENCE..WHAT DO YOUR GUESTS REALLY WANT?
MOBILE CHECK IN & DIGITAL KEY
MOBILE ORDERING EASY COMMUNICATION PERSONALISED EXPERIENCE
