The use of technology in hospitality

Technology in the hotel industry seems disparate at best. Although it's not uncommon to hear about your preferred hotel chain having a Web site or being able to search for and find a hotel online at another travel supplier's Web site, it seems the use of technology in the everyday workflow of running a hotel is sparse.

For hoteliers, the technology needs for their company can be broken down into two major components that encompass every person they will contact: their employees and their customers. Not only is access to up-to-date technology imperative, but adequate training on the use of these systems and resources as well. The front desk of a hotel should at the very least have access to all major computer user assets, including but not limited to mainstream office software titles, e-mail, and Internet access. This not only enables them to more effectively communicate with coworkers and upper management, but also with their customers and corporate clients.

In pushing the limits of how a property could use technology to equip its staff to more effectively handle the requests of customers, imagine a housekeeping staff equipped with remote contact devices that would locate the closest employee to the guest in need and communicate that need without any direct human communication or contact. This same system could also be used to send inventory requests back to a central location to be filled and delivered at the next room cleaning, or more urgently if requested.

The most obvious use of technology that a hotel should make use of is those areas that directly impact a prospective customer's contact or communication with the hotel. As stated earlier, many hotels have great Web sites that allow from the most obvious of services, booking a reservation, to lesser-known services like finding an appropriate restaurant for a business dinner within walking distance to your hotel, or taking a virtual tour of the property. However, a Web site shouldn't just be another way to make a reservation. It must be a form of dialogue between supplier and customer that cannot be more efficiently shared in any other way.

As a guest, not only do I want information available to me on the Web before I make the reservation, I want high-speed access once I'm in my room. I believe hotels should make corporate agreements with nationwide Internet service providers (ISPs) that would allow me to use high-speed Internet connections at your hotel free if I'm already a member of that ISP, at the very least a competitive rate. If I'm a true road warrior, I more than likely have a preferred hotel company I choose to give my regular patronage to. I should be able to sign up to a hotel's frequent guest program and use my "points" for free access at any of your properties. I should be able to order room service online, access messages online, check out, make dinner reservations at local restaurants, and confirm ground transportation needs during my stay and upon my departure. With the exponential growth of wireless devices, allow me to make download directions to local points of interest from your property as well.

Notes

disparate – несоизмеримый

search for – искать

workflow – рабочий процесс, ход производства

sparse – редкий, нечастый

encompass – охватывать, заключать

up-to-date – современный

imperative – задание, обязательное к выполнению

user assets – ресурсы пользователя

handle the requests – управлять/регулировать/обрабатывать заказы

urgently – срочно, незамедлительно

impact – оказывать влияние, воздействовать

virtual tour – виртуальный тур

at the very least a competitive rate – по очень дешевой цене

road warriors – мобильные сотрудники, много путешествующие

patronage – покровительство, поддержка

frequent guest program – программа поддержки постоянного клиента

exponential growth – экспоненциальный рост (очень быстрый)