Guest Expectations: The Only Thing That Counts

We have all contemplated purchase of a new high-definition display. High definition is one of the hottest topics in our industry today. With a seemingly endless selection to choose from, it is important to understand what drives our decisions. In the lodging industry, the only driving force should be guest expectations.

The Consumer Electronics Association estimates that by the end of 2005, high-definition displays had penetrated nearly 20 percent of all U.S. households and 49 percent of all householders were considering a flat panel display for their next television purchase. It is estimated that by 2010, annual sales of flat panel displays will near $72 billion.

Generally, guests don't care which brand of TV you have in your property, whether content is delivered to the room over IP or RF or whether you have cable or satellite. No one has ever received a call from a guest asking if they have X brand TV or if their content provider is brand D.

GUEST EXPECTATIONS

But guests do ask whether you have high-speed Internet access, high-definition TVs and comfortable beds. They assume that you, as a general manager, IT professional or owner, have already made the right technology decision. The first step in any technology implement ation is to find out what your guests want today and what they will want in the future. Additionally, evaluate what your competition is doing. Will they win that customer because you delayed your implementation or will you continue to satisfy your guests and enhance your customer base?

The next step is to make a technology plan. The entire team should be involved. General managers, owners, IP professionals, engineering staff and designers are all stakeholders in the technology decision. Don't expect them to be experts. In fact, it is probably better if they are not experts because they will more likely be able to empathize with the guest. And all the guest wants is user-friendly technology.

FCC TO THE RESCUE?

Almost. A Federal Communications Commission mandate intends to promote over-the-air high-definition delivery to the average U.S. household. The mandate requires that every television sold in the U.S. that has a National Television System Committee (NTSC) tuner must include an Advanced Television Systems Committee (ATSC) tuner, even though the televisions may not be able to display the HDTV resolutions. These tuners are used to receive over-the-air broadcast of your local channels. (HD-ready sets, usually sold as monitors, are not required to include ATSC tuners.) The ATSC tuner mandate has three key dates:

  • As of this March 1, all TVs 25 inches or larger must include an ATSC tuner

  • As of March 1, 2007, all TVs must include an ATSC tuner

  • As of Feb. 17, 2009, the mandate says analog broadcasts, NTSC over the air, will be turned off.

This mandate has had an adverse financial impact on the lodging industry. The 27-inch analog TVs purchased just a few months ago now cost $70-$100 more, and can't deliver a beneficial return on the increased investment. At the same time, several major in-room entertainment providers are using the ATSC tuners in high-definition plasma and LCD displays to enable delivery of encrypted high-definition satellite and video-on-demand (VOD) content to the guestroom.

DECISIONS GETTING EASIER, BUT…

Standards are starting to solidify. Most major stakeholders in the industry have set their technology- and product-migration paths to support HDTV and digital rights management. Content providers are offering HD solutions. In-room entertainment companies will feature IP and RF delivery systems for high-definition VOD. Plasma and LCD display manufacturers offer lodging industry-specific models.

Many industry resources can help you find solutions that are right for your guest. Attending trade shows like HITEC or the HOT-Hospitality Operations and Technology conference can help you grasp the technology migration paths.

At the end of the day, what matters most is that your guests are impressed with in-room televisions that display vivid content and offer more movie choices than ever. Those will keep them coming back.


Randy S. Moore is a founder and principal of Guestroom Solutions, a provider of project management, integration and installation services and product solutions for in-room technologies to the lodging industry. Call him at 847-748-2565 or e-mail Randy@guestroomsolutions.com.

CUSTOMER RELATIONSHIP MANAGEMENT Enterprise CRM Guest recognition Loyalty program management Database marketing systems Rapid response Guest satisfaction survey tracking Concierge tracking Lost and found Package tracking ASP (hosting subscription model) E-mail marketing PMS and CRS interfaces Online profile updating by guest Other
AltiusPAR — Circle 96
Blue Square Studios — Circle 106
Booking Center — Circle 107
Brother International Corp. — Circle 225
Card Scanning Solutions — Circle 110
Cendyn — Circle 111
Clairvoyix — Circle 112
Concierge Assistant — Circle 114
Datavision Technologies — Circle 118
Digital Alchemy — Circle 119
Dovarri — Circle 122
Epicor Software — Circle 127
Extenway Solutions — Circle 128
Gatesix — Circle 133
GoConcierge.net — Circle 136
Green Suites International — Circle 138
GuestWare — Circle 142
IDT Group — Circle 148
Innes Systems — Circle 152
Intellix Media — Circle 153
Intouch Digital Systems — Circle 154
IQWare — Circle 155
Lodging Interactive — Circle 158
Metromedia Software — Circle 162
Micros Systems — Circle 164
M-Tech — Circle 169
Multi-Systems Inc. — Circle 170
Northwind-Maestro — Circle 173
PAR Springer-Miller Systems — Circle 178
Passkey — Circle 236
PriZem International — Circle 183
RedSky IT — Circle 185
ResortSuite — Circle 186
Shift4 Corporation — Circle 195
SoftBrands — Circle 198
SynXis — Circle 202
Topaz Hotel Services — Circle 211
TravelCLICK — Circle 212
Unifocus — Circle 213

REVENUE MANAGEMENT PMS interface CRS interface Revenue optimization Sales & catering interface Distribution channel management Distributed at property level Central database Application service provider Optimization by distribution channel Other
AltiusPAR — Circle 96
Amadeus Hospitality Business — Circle 97
Aptech Computer Systems — Circle 100
Bartech Systems Int'l — Circle 103
Booking Center — Circle 107
Capton — Circle 109
Clairvoyix — Circle 112
CondotelWare — Circle 115
Datavision Technologies — Circle 118
Global Card Services — Circle 226
IDeaS — Circle 147
IDT Group — Circle 148
IQWare — Circle 155
Micros Systems — Circle 164
Northwind-Maestro — Circle 173
Secure-Res — Circle 192
Shift4 — Circle 195
TravelCLICK — Circle 212
Unifocus — Circle 213

POINT OF SALE Hand-held Purchasing interface Labor scheduling Menu analysis Table management Retail module Touchscreen terminals Integrated f&b accounting Cost control Bar-coding module Credit-card processing Multi-property consolidation Sales & catering integration F&B Management Restaurant reservations Other
Amerisafe Industries — Circle 98
Argon Technologies — Circle 101
Bartech Systems Int'l — Circle 103
Booking Center — Circle 107
Culinary Software Services — Circle 116
Epicor Software — Circle 127
Extenway Solutions — Circle 128
Four Winds Interactive — Circle 130
Hotel Information Systems — Circle 145
InfoGenesis — Circle 149
Innes Systems — Circle 152
IQWare — Circle 155
Keylink Solutions — Circle 235
Micros Systems — Circle 164
Multi-Systems Inc. — Circle 170
Northwind-Maestro — Circle 173
PAR Springer-Miller Systems — Circle 178
ResortSuite — Circle 186
Sharp Electronics — Circle 193
SoftBrands — Circle 198
Sprint Nextel — Circle 199
Visual One Systems — Circle 218

Reprints and Licensing
© 2014 Penton Media Inc.


Acceptable Use Policy
blog comments powered by Disqus

Most Recent

More Recent Articles

Career Center

Quick Job Search
Enter Keyword(s):
Enter a City:

Select a State:

Select a Category:



http://lhonline.com/images/bulk_tv_logo.jpg
Franchise Fact File Top Brands
Brand Company Basics Top Management Companies
Owners & Operators Industry Consultants
Industry Associations Industry Events
Design Firms Purchasing Companies
Top Ownership Groups  


http://lhonline.com/images/bulk_tv_logo.jpg

Click here to view all of the Lodging Hospitality Photo Galleries



Accor Best Western
Carlson Rezidor Choice
Hilton Hyatt
IHG La Quinta
Marriott Starwood
Vantage Wyndham







Free Product Information
News and Trends for the Hotel, Motel, and Hospitality Markets.

Lodging Hospitality eReport
Lodging Hospitality electronic newsletters are FREE to requested subscribers.

Lodging Hospitality Resource Center
The Lodging Hospitality Resource Center is the ultimate resource to find products and services to build, equip, and renovate hotels, motels and resorts.

Subscribe / Renew
Visit our subscription center to subscribe or renew your subscription to Lodging Hospitality.

Webinars
Visit our webinars page to view all our upcoming and on demand webinars.

Whitepapers
Visit our White Papers page to view all our current White Papers.