Hoteliers: Your Best Laid Plans Will Go Awry Without Strong Wi-Fi
In today’s smart, digital world, the average guest experience isn’t so average anymore. Traditional room service, for example, is being replaced by in-room kiosks that offer guests interactive experiences at the touch of a finger. Virtual concierges can now arrange for everything from guests’ daily papers to checkout applications. The days of hotel card keys (let alone actual keys) are dwindling as more hotels enable keyless room entry via smartphones.
Technology has become an integral part of the way we work and live, and that certainly includes the way we travel. It’s not surprising, then, that forward-thinking hoteliers are working to quickly adopt emerging new technologies to enable next-generation guest experiences. At the heart of this massive technological shift, however, is one critically important thing that cannot be underestimated: Wi-Fi.
Wi-Fi: Once a Luxury, Now a Necessity
Wi-Fi has never been as significant for the hospitality industry as it is now, especially considering the rise of new mobile network standards like 5G (pilot networks are expected to be available by the end of next year).
Whereas Wi-Fi once meant offering guests uninterrupted music and video streaming, it today means an integrated mobile app experience that enables anywhere/anytime service, supported by faster response times and more anticipatory engagement. In fact, this is something 81% of hospitality leaders we recently surveyed said they’d like to incorporate for improving on-location services. For hotel management, this means streamlining staff communications with dynamic Unified Communications (when asked what most negatively affects the quality of their guest experiences, nearly 40% said fragmented team communications).
These key objectives are dependent on a strong Wi-Fi network. In fact, “network Wi-Fi” was cited by those we surveyed as having the biggest impact on improving the guest experience. It makes sense, then, that over 40% of hoteliers plan to upgrade their Wi-Fi service by the end of 2017.
This is certainly a good thing, especially as hospitality leaders look to make their properties more multifaceted and profitable. Imagine larger hotels, for example, being able to send automatic text notifications to convention attendees informing them of changes to a schedule of events. Or, consider smaller entities—like boutique hotels and B&Bs—being able to maintain their classic charm while amplifying backend operations with a robust data network and IP phone solution.
Regardless of size, hospitality leaders and/or IT decision makers can agree on one thing: the right Wi-Fi network is crucial for supporting today’s next-generation guest experience, as well as mission-critical operations.
Simplifying the Solution: Five Things You Need from Your Wi-Fi Network
The right network solution can transform large and small properties alike (we should know, we currently provide solutions to over 2,500 hotels worldwide). If you’re part of the almost half of hoteliers looking to improve Wi-Fi networking in the coming year, we encourage you to look for a solution that:
Meets the ever-evolving needs of today’s next-generation guest:
Your network should offer reliable and scalable applications that enable you to expertly handle guest communications via any point of interaction: voice, email, fax, video, Web, IM, social or mobile. As I mentioned in a previous blog, open and extensible network architecture supports this dynamic communication environment with the ability to create apps that customize and extend your hotel’s call center.
Allows you to easily expand:
For many hotels, continuous expansion is a challenging yet necessary goal. The key is to implement a network solution that can seamlessly scale alongside your property. Consider Best Western Premier Boulder Falls Inn. The Oregon-based hotel—newly opened in 2015—implemented an Avaya data network, Wi-Fi, and an Avaya IP Office phone solution to not only meet its current needs, but those that would inevitably arise as the property further developed. Future expansion plans, according to General Manager Nia Ridley, include the addition of a luxury spa, as well as a focus on hosting regional and state conventions.
Supports legacy architecture:
Restructuring older networking can be exceedingly difficult, especially when legacy solutions have been heavily invested in and, for the most part, still run efficiently. In this case, it’s important that a hotelier’s new network investment supports an intelligent migration from existing technologies to next-generation networking with little to no interoperability issues. This is especially important for international hotel groups, where all entities must move at one unified pace of innovation.
Streamlines back-office operations:
Your network solution should fully and seamlessly integrate with key hotel administrative platforms—like your property management and call accounting systems—to simplify and maximize back-office support. In addition to seamless integration with existing vertical applications, you should be able to easily extend or customize your telephony and UC features as you see fit to improve your various back-office systems.
Embodies ease and reliability:
In the end, you need a flawless system implementation that quickly creates value for your organization. This means a network solution that is truly easy to implement and manage. At the same time, it means a solution that is reliable, secure, and agile enough to support whatever is on the horizon for your property—from withstanding unexpected conditions to enabling strategically planned growth. Just consider Best Western Premier Boulder Falls Inn. The hotel was preparing for its grand opening when leaders decided on the last-minute addition of a second-floor bar, which required serious reconfiguration of the building during construction. Nevertheless, the property “came online faster than any hotel in the history of Best Western,” according to Ridley.
There is no shortage of opportunities for hospitality leaders to transform today’s guest experience. Just as significant as these advancements are, however, is what makes them all possible: next-generation wireless networking.