TECHNOLOGY : ENTERTAINMENT
“ Accor is installing 100Mbps fiber lines in some hotels to boost bandwidth . The tactic comprises a consolidated information network that will deliver faster Internet access and enable new technologies , like in-room IPTV .”
Hilton Worldwide is tackling the challenge with its stayConnected program , which aims to provide an optimal , consistent high-speed experience at all hotels . More than 3,000 hotels across all 10 Hilton brands have implemented StayConnected since it launched three years ago , and in 2012 , guests made more than 200 million StayConnected connections — four times the number of 2011 connections .
“ We are pioneering the hospitality industry ’ s only comprehensive , centrally managed hotel Wi-Fi program ,” says Josh Weiss , Hilton ’ s vice president of brands and guest technology . “ Guests want a Wi-Fi connection with signal strength that works well for tablets and smartphones , not just laptops .”
All-in-one , one for all While integrating with content outside the hotel remains challenging , companies are seeing positives from having guests use their mobile devices in new , increasingly integrated ways inside the property . Carlson , Minnetonka , Minnesota , is developing mobile check-in , which the company says will lead to full keyless guestroom entry . The company also recently introduced iConcierge , a mobile app that replaces many of the traditional hotel information services .
“ It ’ s taking advantage of content on the phone rather than printed material in the room or the concierge at a desk ,” says Bill Baltes , vice president of IT for Carlson .
Minor Hotel Group , Bangkok , is experimenting with similar extended uses for mobile devices . The company is installing two beta test rooms in one of its properties to evaluate a new mobile app that
“ UNFORTUNATELY THE CURRENT TECHNIQUE WITH APPLE TV AND SIMILAR SOLUTIONS DOESN ’ T WORK VERY WELL IN A HOTEL ENVIRONMENT .”
– JOHAN MICHELSON , SCANDIC HOTELS
integrates with the company ’ s booking engine , providing direct communication to the property to tailor every aspect of the stay , from reservation through check-out , including in-room systems .
“ They can remotely set room temperature , lighting and TV channels ,” says Robert Kunkler , senior vice president of hotel operations for Minor . “ A guest ’ s mobile phone will become their room and elevator key and the entertainment solution to airplay content on both iOS and Android . Having these properly tested in a physical guestroom environment in real time will tell us what works or not .”
The connectivity challenge Televisions are still an important part of the equation even if their role has changed . But even with the benefits of technologies like IPTV , there are still logistical concerns with mobile integration . Connecting mobile devices to the TV so users can watch streaming content from services like Netflix and Apple TV that require a subscription poses challenges , from content rights issues to matters of network identification inside the hotel .
“ We ’ d love to offer our customers the opportunity to connect their devices wirelessly to the TV ,” says Johan Michelson , vice president of brand and products for Scandic Hotels , Stockholm , which just installed HD LED TVs in all its rooms that allow guests to connect their devices to the TV . “ Unfortunately the current technique with Apple TV and similar solutions doesn ’ t work very well in a hotel environment .”
Scandic and others are bridging the gap by offering the latest mobile-to-TV connectivity , like at the new Grand by Lakeview
“ GUESTS WANT A WI-FI CONNECTION WITH SIGNAL STRENGTH THAT WORKS WELL FOR TABLETS AND SMARTPHONES , NOT JUST LAPTOPS .”
– JOSH WEISS , HILTON WORLDWIDE
hotel in Winnipeg , Canada . In addition to featuring IPTV in all rooms , the hotel offers Guest Tek ’ s One View Media solution , which enables the guest to sync any smart device to the TV . “ They will get an interactive TV guide , and they can control the TV volume and channel changing , as well as set recordings on the PVR ,” says Neil Fishman , general manager at the hotel .
Onyx Hospitality Group , Bangkok , is embracing IPTV in its hotels but still focuses on offering practical mobilespecific amenities , like alarm clocks with iPod docks and a boxed , “ in-room technology kit ” containing a series of cables for connecting laptops , iPads and iPods to other devices , including the IPTV .
“ Onyx puts focus on two elements : offering information and consistent high-quality TV signals through IPTV and offering stable Internet for mobile devices ,” says Chatchawarn Lauruengtana , vice president of IT for Onyx . “ We know there is a trend to integrate in-room entertainment directly over guest ’ s mobile devices , but at the moment our priority is to deliver our first two promises .”
On a broader scope , some believe centralization is the key . Accor , for one , recently began employing Quadriga ’ s Unified Experience platform for its Pullman Hotels & Resorts brand ’ s “ Connectivity by Pullman ” initiative , which merges TV , smartphone and tablet technologies into a unified service and content package that guests access via the hotel ’ s Wi-Fi . Accor is banking on the app , also available on hotelprovided tablets , as the answer to an extremely complicated , costly question .
“ This recognizes the need for our guests to be able to access a single set of services , helping them to both work as well as relax during their stay ,” Esseryk says . “ It demonstrates that performance and indulgence are no longer contradictory terms .”
72 HOTELS November 2013 www . hotelsmag . com