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With In-Room Technology, Give Guests the Home-Away-From-Home Experience

Travel & Hospitality Tech Outlook | Wednesday, August 14, 2019

Many hotels are working to implement the same technologies found in homes and trying to build a similarly connected experience for their guests.

FREMONT, CA: Connected technology is progressing fast, so hotels need to be ready to meet or go beyond the experiences guests have in their homes. User trends show that guests expect a multiple device experience incorporated seamlessly with the in-room technology. Some of the consumer expectations include voice assistants, streaming, and environmental controls. Different products can be put to work collectively over the same infrastructure to convey a simple and seamless guest experience. With some careful consideration and smart planning in choosing a solution provider, it is possible to create a technology ecosystem that benefits both hoteliers and guests.

Multi-Device Is a Must

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In the years ahead, businesses should research and examine in-room platforms that support devices and multiple touchpoints that can work collectively—to accomplish the same tasks. It is common for guests to use a mobile device or remote to browse and select a channel or movie to watch on the hotel’s in-room TV. Visitors also wish to have other options to adjust the volume or set a sleep timer with the help of voice commands, like they do at home.

For hoteliers, the idea might seem unnecessary, but it is time that they identify that guests expect to have their preferred choice of technology available. People these days use multiple technologies and move between tools as part of their standard routines. Moreover, households’ today average over seven video access devices, whether smart computers, TVs, tablets, etc. Users continuously make choices about the most unusual way to leverage technology in each situation. Guests are not holding hospitality to an excessive standard, but they are accustomed to having the choices every day.

Businesses need to accept that the use of multiple technologies is not a trend or something only some people are doing. So, it is time for hoteliers to build in-room technology that provides guests with some touchpoints and seamless experience.

By working with providers that offer expandable and flexible connected technology is a better way to delight guests while future-proofing an investment. The right provider and product can integrate the technology and retain compatibility with other components and systems already in the room. The process lets hoteliers reap the benefits of holding onto existing in-room systems like using the in-room TV to adjust the thermostat or get in touch with the front desk.

Organizations need to have breadth and flexibility because guest preferences vary. For instance, one guest orders food from a smartphone application while another chooses a meal from a room service menu on the television. Guest preferences also change over time, so hoteliers need to choose integration partners wisely.

Keep a Check on the Consumer Market

Hospitality technology is lagging when compared to the home space. Many hotels are working to implement the same technologies found in homes and trying to build a similarly connected experience for their guests. Consumer adoption for smart devices continues to grow up, which means guests’ expectations to find the services in their home-away-from-home will also continue to grow.

On-demand video viewing and device streaming are ubiquitous in the home market. Guests enclose the expectation to watch TV in the hotel room the same way they do at home. When guests bring their streaming devices, and they do not work on a hotel television and wireless network, the experience can have a negative effect.

The deal with streaming in hotels is that it is more complicated. Properties need to deal with security, privacy, and network concerns that are different from the home market. Voice assistants are another increasing trend. In homes, people make use of voice assistants to get additional information about their day—weather, news, schedules. People set timers and also ask questions.

Voice assistants furthermore control media, security features, and environmental controls. Voice assistants are also doing similar things in hospitality. A room manual can list the hours of an onsite restaurant, but voice assistants improve that experience by extending a friendly voice. The assistants tell the guest the hours and contribute to making a reservation or list featured chef favorites. Voice integration makes the task easy to convert inquiries into revenue by ordering show tickets or making spa appointments. Additionally, the device also offers instant service recovery options.

Environmental controls are furthermore becoming more omnipresent. The prime advantage of connected monitors is energy management. The latest technology allows automated or remote management of in-room energy use. Occupancy sensors can turn off the TVs, lights, and adjust the temperature when guests are not in the rooms for extended periods, thereby saving resources. Hotel system integrations can transform in-room settings at check out or check-in.

Conclusively, hotels are creating an ecosystem where technologies can coexist. So, investment in foundational pieces like WiFi network and a versatile API is vital along with adding pieces over time while still presenting a seamless guest experience.

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