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In the past, hotels could leave Daniel J. Schmidt feeling shackled by low-tech accommodations, requiring him to pack his own electronic arsenal. But now the guestroom of the future is taking hold, freeing consumers like Schmidt, a senior director at Ceridian in Atlanta, from technological woes.
Schmidt enjoys the comforts of using centralized controls and satellite radio during his travels. Beyond these conveniences, wireless connectivity is still most important to him. The Internet is his lifeline. And he enjoys the freedom of wireless access, whether eating in the restaurant or lounging in his room.
He says his lodging decision as a consumer is directly affected by technological offerings. “The industry’s development of fundamental necessities and simple innovations in the last year has impressed me the most,” Schmidt says.
The hotel industry is climbing aboard the technology bandwagon. In Las Vegas, suites in THEhotel at Mandalay Bay offer three flat-screen televisions (including one in the bathroom). And iPods are becoming omnipresent. Use the exercise room at Le Meridien Cyberport in Hong Kong and an iPod is supplied. Hang out by the pool with one provided by Las Ventanas al Paraiso in Los Cabos, Mexico. And they’re in all Four Seasons deluxe suites——preloaded with 1,000 songs.
“The market is growing up, and we have to be apprised of how travel behaviors are changing, because it has the ability to attract or detract guests,” says Luke Mellors, information technology director for the Dorchester Group hotel chain. “Our guests are going to be bringing technology to the room, and the question is: Are we prepared for it?”
Indeed, technology won’t go away, says Fraser Hickox, general manager of research and technology for the Peninsula Group chain. “Take away a guest’s PC or iPod and it is the equivalent of amputating their right arm——it’s now central to the way in which they live their lives,” says Hickox.
This reality has led high-end hotels to form in-house technological development teams. These hospitality think-tanks are responsible for a variety of in-room concepts focused on creating a personalized experience of ease and comfort.
That excites frequent traveler Ed Shappell, an account manager at Denver’s Global Healthcare Exchange. “I’m anticipating the day when I can walk into a hotel and automatically check in and out without waiting at the desk,” he says. “Walking into my room and having it customized to my preferences would also make it easier for me to relax.”
That’s already the case at the Mandarin Oriental Hotel in New York. After a number of visits, a guest is assigned a profile that determines temperature adjustments, inputs frequently dialed phone numbers and greets guests with their favorite music. Wakeup calls will become customized with preferences of musical or television broadcasts, lighting details and even preset room service.
“The whole element of getting a wake-up call becomes a wakeup experience as opposed to——necessarily——just a call,” says Mellors. “It’s not just about the product, it’s the way in which you deliver it. Technology can be a part of that, enhancing the room to make it that much more valuable.”
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