Technology innovation in hospitality
is not an entirely new concept either.
Arguably, its roots can be traced back
to the 1890’s when the Teleseme,
predecessor to phone lines, was cutting
edge technology. Manufactured in
New York and introduced in Paris at
the Élysée Palace Hotel, the “service
wheel,” as it was known, made it easier
for guests to request any number of
amenities from stationary to a Turkish
bath to a “man servant”—all without
having to speak with a person. But not
since the late 1990’s when high-speed
internet access was first put into guest
rooms has any innovation had more
impact on the hotel industry than
modern smartphones and tablets. They
ushered in brand new ways for guests
to stay connected and informed.
THE NOW…
As luxury hotel guests continue to
place great value on out-of-the-
ordinary experiences, today’s hoteliers
find it imperative to incorporate more
manageable (and more domesticated)
innovations to meet customer
expectations before, during, and after
their visit.
“Personalized guest service, unique
experiences, and celebrity chef-style,
quality food and beverage outlets
are some of what luxury hotel guests
have come to expect,” shares Paul
Somogyi, Director of Sales & Business
Development. Somogyl, a customized
luxury travel specialist for Keytours
Vacations sees innovation as a key
factor to staying ahead of the trends.
”We all have different likes and needs,
recognizing and anticipating these, can
be a huge differentiator.”
One example of a technology tool
addressing this is Tapendium, a digital
in-room compendium developed by
an Australian company in partnership
with Samsung (who provides the
tablets). The eco-friendly Tapendium
effectively replaces the costly, and
often outdated, printed in-room dining
and destination guides, and eliminates
clutter. Added benefits include
96 ILHA
increased revenue, hotel profitability,
and a better understanding of guest
preferences.
THE NEXT…
With Millennials poised to outnumber
the Baby Boomer generation by 2019,
it has never been more important for
the hospitality industry to up their
technological ante. This growing
segment of world travelers and event
attendees is especially drawn to the
tactile, empowering, and personalized
experiences technology can provide.
Yet they currently represent the
lowest level of customer engagement,
with less than 15% of Millennials taking
advantage of hotel loyalty programs.
Hoteliers that incorporate innovative
technology such as mobile apps,
beacons, charging stations, and in-
room tablets, makes it easier for their
guests to connect with the people,
places and things they want and need.
As a result, the hotel will achieve
greater levels of customer satisfaction,
and open-up opportunities for time
and cost savings as well as incremental
revenue generation. And, by melding
the real world with a digital one,
incorporating augmented and virtual
reality experiences before they
book as well as on-site, hoteliers
can offer guests a premium positive
experience they are more likely to
enjoy and share. This also provides
unique opportunities to learn more
about their preferences and, in turn,
more effectively present products and
services that are relevant to them.
“Without being intrusive, technology
can, and should, assist in ensuring
that ‘hospitality’ remains the core
component of delivering exceptional
hospitality experiences in the most
effective way,” says Thomas Hallin,
founder and CEO of ITM Mobile.
ITM Mobile, an international team
of innovators, has built a reputation
as the “go-to guys” who specialize
in custom developing IT and mobile
technology solutions that support the
hospitality industry’s rapidly growing
need to create experiences that
generate customer satisfaction and
loyalty...beyond the traditional point
systems and rewards.
Hallin continues, “The key to success
when developing new, innovative
technology solutions is taking ample
time to identify the why and how it will
provide the greatest impact, before
one addresses the - with what.”
So, if comfort, convenience, creativity,
and communication is the alchemy
of a premium experience, then
hospitality-driven technology is the
beaker in which an ordinary stay can
be transformed into one that is unique,
richly gratifying, and memorable long
after checkout. All without the risk of
anyone losing a foot.
About the author
Award-winning writer-producer,
bestselling author, speaker, and travel
enthusiast
T. Faye Griffin once wrote an entire
speech for Nelson Mandela on
the tarmac of St. Louis-Lambert
International airport. She has been a
featured lecturer for the Writers Guild of
America, Lucille Ball-Desi Arnaz Center
for Comedy, Chautauqua Institution,
and the Erma Bombeck Writer’s
Workshop/University of Dayton. A proud
product of South Central Los Angeles,
Ms. Griffin resides in Apple Valley,
California.