The foundation of success in the hospitality industry is service.
However, in many cases, guests only really notice the service when it’s poor. For example, ensuring that service is routinely excellent in a hotel restaurant is difficult and requires hours of training—plus an excellent attitude from the wait staff. But if a guest has to wait more than five minutes for a cup of coffee at 6:30 a.m. or the bacon in the breakfast buffet hasn’t arrived, the guest may never return.
Today, technology is part of the service equation in a hotel, resort, or hospitality property. Guests expect Wi-Fi and technological perfection. For example, if a guest decides they want to download a video, they believe it should be as easy as clicking a mouse; and they expect the same speed they get at home or in the office. If they want to use Skype, they expect an excellent connection—even if the hotel is full.
Just like providing consistent service at 6:30 in the morning, providing this high level of technology can be a challenge. That’s where structured cabling comes in. The quality of the cabling infrastructure is the technological foundation of excellent service in a hospitality property. With a solid cabling infrastructure, a property can provide a comfortable and productive environment for guests. This can provide a competitive advantage—which is especially important in the age of fickle customer loyalty.
A sound structured cabling environment makes it easy to:
• Keep guests fully connected
• Expand bandwidth when needed
• Support mobility and unified communications
Most hospitality property owners understand the need to provide guests with a high level of technology service. However, once these property owners invest in structured cabling, they discover a wealth of benefits that make it easier to run their property efficiently and profitably.
Once the structured cabling is installed, property owners can:
• Install self-service kiosks
• Make guest settlement easier
• Provide more media alternatives
• Use social media to interact with guests
• Expand the use of digital signage/displays
• Run environmental controls more effectively
• Install the latest security and surveillance technologies to reduce theft and loss
Perhaps most importantly, the structured cabling environment provides flexibility and scalability: the property never runs out of technology and bandwidth, both of which are as important as hot water, towels, and coffee.
For a hospitality property, the modern technology infrastructure should possess the following characteristics:
• Designed to deliver many different services over a converged network
• Optimized for flexible bandwidth demands
• Integrates with new and emerging technology practices and standards
• Upgrades, new cable runs, and technology installations are performed “invisibly” to avoid disturbing the guest experience.
At first, the owners of a hospitality property may be hesitant to invest in a new or overhauled structured cabling infrastructure. It can be a significant investment. However, it could mean the difference between a steady procession of dissatisfied guests and a full house of happily Skyping and webchatting customers. In addition to providing a high level of service, property owners quickly gain a full range of additional benefits that help them run a more cost effective operation.
What are your thoughts? Let me know by posting your comments below.