Rule No. 2: It Never Hurts to Plan for the Future
Technology is always speeding forward, and hoteliers must constantly adopt and deploy new innovations to keep guests connected during their stays. Flat-screen HDTVs with streaming capabilities, convenient plugs for gadget charging, and fast, reliable Wi-Fi are just a few of the tech must-haves on travelers’ lists. As hotels tackle full-scale renovations, technology is hard to ignore, especially given the big payoff it can yield in customer satisfaction.
Top hotel tech priorities in 2015 include customer-facing mobile solutions (39.5 percent), adding bandwidth (37.8 percent), and preparing for changes in payment technology (28.7 percent), according to Hospitality Technology’s 2015 Lodging Technology Study. Survey respondents also identified securing data, migrating to the cloud, leveraging mobile solutions for employee-facing applications, and developing a digital strategy as key priorities.
When The St. Regis Monarch Beach in Dana Point, Calif., began a $30 million renovation of its 400 rooms and suites in January, enhancing in-room technology was a central focus. New communication panels keep the entire resort connected by providing guests with one-touch access to services including housekeeping and valet. The installation required hardwiring throughout the resort, but renovating two floors at a time minimized disruption, says Chris White, area director of sales and marketing for Southern California at Starwood Hotels & Resorts Worldwide. Other upgrades included Bluetooth-enabled alarm clocks and flat-screen smart TVs, which can be synced with guests’ devices to stream movies and play music. “Investing in technology is essential in today’s luxury hospitality environment,” White says. “Our guests expect to be connected when they travel on business and for leisure, and these upgrades will do just that.”
For connectivity to be effective, it must also be convenient, which is why Eventi, a Kimpton hotel in New York City’s Chelsea neighborhood, recently added a Business Bar. Forgotten chargers and heavy laptop bags are no longer a problem for guests, who can loan an array of devices and accessories, including computers, iPads, eReaders, digital cameras, headphones, and chargers, at no cost. Free Wi-Fi access allows guests to use the devices with ease for the duration of their stay. The project required minimal investment to purchase the devices, and the property has received positive feedback from guests thus far, says Shannon Spillett, director of New York City marketing and development marketing for Kimpton Hotels & Restaurants.
“In an era when the next big tech invention seems to arrive every week, we recognize that our guests require us to stay on trend,” Spillett says. “We know that traveling can take its toll and sometimes leaves us vulnerable, without the comforts of home. These comforts increasingly fall in the technology category, so we make every effort to ensure that our guests have convenient access to the latest tech amenities and services.”
As Principal Architect of one of America’s most practised hotel renovation architectural firms (AXIS Architecture + Design), I agree almost entirely with your list with one exception to your first point. Getting experts involved as early as possible is wise advice, but for the types of renovations you’ve described, a General Contractor might not be the best first choice. When it comes to significant renovations, an architectural firm can bring the complete toolkit to the job, including contracting and design. Food for thought.