Veteran hoteliers Bob Hazard and Jerry Petitt spent nearly two decades successfully developing and managing global hotel chains Best Western International and Choice Hotels International. More recently, they have put their energies into developing more than 15 hotels for their own endeavor, Creative Hotel Associates. Now, the challenges aren’t fewer, just different.

Never mind the nightmares associated with finding housekeepers in a tight labor market. Local zoning issues provide migraine material. Among the thorniest of issues? Technology solutions.   

“We’ve spent an enormous amount of time researching, studying the options and determining what makes the most sense for each of our markets,” said Hazard.

It’s no secret that the lodging industry has been slow to adopt technologies. For example, in 1998 only 34 percent of hotels provided data ports and only 7 percent had in-room Internet access. And while research firm Jupiter Communications predicts the high-speed Internet frenzy will sweep half of all U.S. hotel rooms by 2002, many hotel owners and developers still balk. 

In part, research shows that despite the perceived benefits – meeting guest expectations and revenue potential among others – they view providing new technologies as a decision laced with more potential pitfalls than, say, ordering new shower curtains.

“It’s a good news/bad news situation,” said Frank Nardozza, the hospitality industry director for KPMG, a leading technology solution provider. “Traditionally, this industry has been a year or two behind others like banking or finance. Therefore what seems to be cutting edge, in reality has a bit of history. The good news is that we can look at what has taken hold in other sectors and discard what hasn’t worked.” 

Eric Mignogna of ETG, the company that is providing some of the technology solutions for Creative Hotel Associates, agreed. “What we have done is look at what corporate America is doing and work towards duplicating the office experience in the hotel room,” said Mignogna. “Business travelers are making it clear that they expect to be able to work extensively on the road. Our challenge is to fulfill their expectations.”

Many road warriors are among those who also have fairly sophisticated home offices. “At a minimum, we have to offer them an e-home away from home,” said Nardozza. “These travelers expect to at least be on an even keel with what they have in their own house.”  

Meanwhile, hoteliers are all asking the same questions. Should they go cable or wireless? What about streaming video? Should the energy management system be tied into the solution? Will they go through this time consuming and costly exercise only to find their solution outdated within a few years?  

There are new products and services being introduced on an almost daily basis and many vary only slightly. How is a hotel developer, owner or manager to determine the best and most future proof solutions? Is today’s bleeding edge technology tomorrow’s folly?

Some can look to chain-mandated or recommended solutions. Even that option can be dicey as illustrated by Choice Hotel’s recent decision to put its Stay Connect concept on ice. Others can look to tier one consulting firms like Nardozza’s organization for guidance. Still others can check with a local or national association for a list of recommended vendors in a local marketplace.

Not surprisingly Nardozza said, “ A good consultant can be critical to your success.”

We want to hear from you.  As a hotelier, have you sorted through the technology matrix and come away with answers that make economic sense? As a consultant, do you have a strategy that is workable? How can you help and how much does it cost? As a service provider can you offer solutions that are reasonably future proof and cost-effective? 
 

If you would like to share an experience or simply want to vent your frustration please go to the discussion bulletin board on the web site or send an email to mailto:lhayes@hospitalityupgrade.com.