Hotel Ops Get Techno-centric

Paramjit Singh Puri

The world is moving towards digitalisation and all industries are functioning in an environment that is information intensive and knowledge-based. It is now becoming mandatory for companies to have a network, which facilitates effortless information exchange, and is simultaneously effective and economical. In the worldwide hospitality scenario, a crucial differentiating factor of a successful hotel property from another is its ability to retrieve information, analyse it and utilise it for collaboration. Technology is implemented to an extremely large extent in this industry, where technology deployment is at an all time high. Hospitality management is also looking for ways to maximise occupancy, increase customer satisfaction/loyalty, and build on the overall customer experience.

A majority of hotels have invested in network infrastructures and being techno-centric, they are ready to deploy the latest technology into their operations. Wireless Fidelity (Wi-Fi) for guests and management, Radio Frequency Identification (RFID) and the possibility to track inventory and guest data, convergence of cellular and wireless technologies, Global Positioning System (GPS) enabled system, technology to save manpower and efficiently troubleshoot problems on property, Voice over Internet Protocol (VoIP) handheld communication devices etc, are areas that are gaining entry into the hospitality segment. Over the past years, along with wired networks, enterprises have given importance to wireless local area networks (WLAN) and mobile computers.

Wireless connectivity is developing rapidly, enabling to keep the world networked and connected. People like to be connected and this is more relevant to the mobile workforce. Business travellers are always looking for ways to stay productive while on the road and expect wireless connectivity at hotels, convention centres, and other hospitality establishments. They need to communicate through e-mail, download information from the Internet and access orporate information while travelling. Hotels are aware of the myriad benefits from broadband access, especially in guestrooms and they also provide wireless access throughout their facilities, as wireless connections improve a guest's experience by providing complete mobility.

In India, although there are few hotels that provide wireless connectivity for guests, the hospitality industry was the first to implement this technology. Hotels either provide Wi-Fi as an amenity for guests or offer the service at a cost to their guests. Wi-Fi is provided in guest rooms as well as public areas, lobbies, meeting rooms, restaurants, lounges, etc. Wireless connectivity permits users to roam unrestricted throughout the hotel facility, with real-time access to critical information as and when required. Hotel associates and guests can access a wide range of nformation, applications, and computing resources, without being disturbing about connectivity.

WLAN allows guests to share high-speed Internet connection, browse the Web, remotely and securely access their corporate networks, access the business centre from their room, organise videoconferences, download latest music videos, enables online gaming and provides multi-player gaming options etc. When the guest is connected to the wireless network, there are numerous value-added services, which include, hotel-specific intranet information regarding local sites, services and attractions, news and e-mail messages.

Along with the advantages for guests, the management and staff too benefit from deploying wireless connectivity in their properties. This technology is enabling a wide range of hospitality applications including administration and housekeeping, guest services, food services etc.

In housekeeping and administration, staff can conduct room checks after the guest vacates the room, through a handheld device (Wi-Fi enabled), to report the status of the room.

The management can also verify security and safety issues like ensuring that the doors are locked, and front desk and administrative staff can communicate over e-mail messages instantly to security personnel. They can also ensure that fire extinguishers are charged, emergency lights are functional, etc. Housekeeping staff can check and communicate inventory information of guestroom supplies and stocks of mini-bars, in order to ensure that provisions are replenished in an efficient manner. Management can also contact workers and identify their locations resulting in quicker response times. All of this information can be updated in real-time, saving time and the possibility of error.

While handling food services, staff can communicate requirements of guests in pool-areas or lounges wirelessly to mobile waiters. Restaurant processes such as taking orders, payment processing, valet parking, etc. can drastically augment productivity, lower costs, and improve customer service.

While deploying wireless connectivity, there are certain issues that need to be considered. Security is an enormous concern. As such, it is important for hotels to have secure access to their networks, while blocking unwanted access. Having a flexible, extensible platform that accommodates these emerging security standards is a basic requirement. Three ways to provide the required level of security for a carrier-class Wi-Fi infrastructure include:

(1) Support for commonly used corporate VPNs
(2) Virtual LANs (VLANs)
(3) Support for the latest secure authentication methods, such as 802.1x, and encryption protocols, such as WPA.

At the same time there are new and emerging standards such as WPA, 802.11i, WEP etc that address these security concerns.

Performance can be an issue when the number of network users increases. The installation of enough access points in the right locations to accommodate high volumes of users is a must. There could also be areas where there is no coverage. To resolve this issue, hotels should use fixed directional antennas or access points with antennas that can be steered in applicable areas to ensure full connectivity.

Hotels should use solutions that offer a customisable, flexible platform that enables hotel IT staff to quickly and easily modify the service based on daily events, conferences or select promotions. Solutions should also be deployed quickly, taking only hours to install rather than several days or weeks. Guests have to be provided with an easy-to-use, secure service with location-based information ready at their fingertips. It is mandatory that hotels identify solutions that offer brandable and easily modified splash page, plug-n-play installation of WLAN equipment, flexible service plans, integration with leading property management systems, compliant with industry security standard, new business services to generate revenue, integration with loyalty programmes, advertisement management and customer support.

There tremendous growth in the wireless space and this is an indicator that in the next couple of years, the hospitality industry will ensure that they go beyond just connecting guests or the management/staff to the internet. They will be able to deploy and maintain secure, high performance wireless networks guaranteeing complete satisfaction to users alike.

(The author is head - APAC and India, Pronto Networks Inc)