Guest Services

News, features and insight into the guest services technology used in hotels and resorts.


HITEC Recap: Use Technology Wisely  

The cloud. Mobile. Mobility. You couldn’t walk more than 10 feet in Baltimore this past June without hearing one of those words, at least if you were anywhere near the convention center, HITEC and its 5,200 attendees. There were plenty of cool products and technologies on display, but what caught my eye was what I saw disappearing: front desks, the check-in process, locks, TVs, remotes, the concierge and more....

Solving the Hotel Loyalty Puzzle 

One of the goals of brand marketing is to develop a cadre of loyal customers. That sounds simple enough, but it’s complicated by the fact that loyalty is hard to measure. In addition, even if we had a firm measure, it seems customer loyalty changes with the wind. The hospitality industry’s efforts to ...

How Hotels Tackle Big Data and Improve Analytics 

Each day our world gathers more data, digital bits and analysis than we could have ever dreamed of just a decade or two ago. In the hotel realm, this data — or Big Data— as it is called can come from your ...

iPhones Debut in OPUS Vancouver Guestrooms 

Owners of the OPUS Hotel Vancouver have added complimentary iPhones to their 96 rooms, hoping to attract tech-forward guests who visit the stunning West Coast city. The top-ranking smart phone follows the March addition of the iPad 2 in each guestroom. ...

Technology Sets Sheraton Dallas Apart 

More than half of the guests at the Sheraton Dallas — and many hotels — travel with multiple connection devices. They carry laptops, smart phones, iPads, iPods and more. Getting them all online can be a bandwidth challenge. Not at the Sheraton Dallas. ...

Don’t Let Technology Get in Way of Customer Service 

The hospitality industry comes in many forms, from bars and restaurants to luxurious resorts, casinos and spas. At the root of all its forms is what Wikipedia’s “hospitality” entry says is “the relationship between guest and host.” Building and enhancing that relationship is the core mission of any hospitality enterprise. Customer service either ...

Time For Technology 

After years of deferring purchases, many hotel owners and operators are once again looking to invest in technology. A lot has changed since the last boom in computer-based capital expenditures, and now the focus is on a number of technologies that have emerged in recent years: cloud computing, mobile technologies for reservations and other functions and in-room technologies. ...

Cloud, Mobile and More on Display at HITEC  

Cloud, mobile and social. Those are the three areas expected to draw the most attention at the Hospitality Industry Technology Exposition and Conference later this month in Baltimore. “Those are the big trends,” says Agilysys CEO and President Jim Dennedy. “With those, we’ve made ...

Hotel Lobbies go Digital 

ScanINN Shortens Hotel Lines at Motel 6 

Check-in lines will be shorter at Motel 6 properties with the implementation of Intellicheck Mobilisa’s ScanINN technology. Guest services representatives simply swipe a guest’s driver’s license to capture information and populate forms. ...

How Smart Devices Will Change Hotel Technology 

Over the past 25-plus years of attending the Consumer Electronics Show, I’ve witnessed the birth, and quick demise of many new technology innovations. One item I recall fondly was the first showing of an item called Bluetooth. I was so struck by the possibilities of this new technology that I spent most of CES at the Ericsson booth. I could easily see its various uses beyond mobile phones. I was lucky enough to get in touch with my stockbroker and bought a lot of Ericsson stock. The rest is history. ...

Tech Bytes Jan. 15, 2012 

A roundup of hotel technology news and notes....

Hotels a Focus at Digital Signage Expo  

The Digital Signage Expo returns to the Las Vegas Convention Center March 6-8 with more than 180 exhibitors, 100 educators and 32 seminars expected, including two focusing entirely on the hotel industry. ...

New Integration Provides Efficient, Safer Elevator System 

After being closed for more than six years, the Hyatt Regency New Orleans reopened on Oct. 19 after a massive $275-million redevelopment that has doubled the property’s meeting space to 200,000 square feet. It also became the first property in North America to integrate RFID guestroom keycards with the elevator system, combining ...

Should You Be Charging Your Guests for High-Speed Internet Access? 

To charge or not charge for HSIA, that is the question. The time is very near when hotels will be forced to purchase a lot more bandwidth from their Internet providers, even though competition will require them to offer WiFi to guests for free, or on a tiered-fee system. While WiFi service might be free for a basic level of use, like e-mail and casual Internet browsing, fees will rise in increments for higher levels of data use, especially for video streaming. ...

Hampton Flexes Its Hotel Marketing Muscle 

For Phil Cordell, innovation is a guidepost. As global head of focused service, Hampton brand management, Hilton Worldwide, it’s up to Cordell to execute the company’s elastic vision. The 15-story, 221-room Hampton Inn & Suites Miami Brickell Downtown embodies it....

Hotel Wayfinding Interacts with Smartphones 

Wayfinding screens in hotels are becoming widely accepted as the preferred method of showing floor plans, guiding guests to destinations on the property, revealing session locations for conferences and opening new avenues of engaging guests. But until recently, guests still had to rely on memory as they walked away from the maps on digital displays toward their destination within the property. ...

Tech Bytes Sept. 1, 2011 

Roundup of hotel technology news and notes....

Vendor News Sept. 1, 2011 

Roundup of hotel vendor news and notes....

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