The Hotel Internet of Things revolution could be here.

The Internet of Things (IoT) has long been a hot topic in the technology industry as the next progression in our digital era, but the hotel Internet of Things may finally also be realized. The simple definition for IoT, if there is one, is the increasing connectivity of the physical world around us.

We’re seeing regular items going online and becoming “smart,” from cars to refrigerators to keys. Even our bodies are now being fitted or embedded with smartwatches, sensors, and devices that allow biological data to be collected and transmitted.

This interconnected network of not just devices, like computers and mobile devices, but physical “things” is what composes the Internet of Things. Research conducted by International Data Corporation (IDC), anticipates the worldwide Internet of Things market to grow from $655.8 billion in 2014 to $1.7 trillion in 2020 with a compound annual growth rate of 16.9%.

With this amount of money at stake, the buzz surrounding the Internet of Things has rapidly picked up speed and discussions are revolving around the potential benefits of the Internet of Things.

All this talk leaves us to wonder, is 2016 truly, finally, the year hospitality technology meets the Internet of Things?

In 2013, approximately one device was connected to the Internet per person on earth. By 2020, with the world’s population estimated to reach 8 billion, the expectation is that this will increase to around 9 devices connected to the internet per person. As of now, the number of ‘things’ connecting to the internet every second is 80, but by 2020 this could increase to more than 250 ‘things’ connecting each second.

Major technology companies, including Apple, Samsung, and Google, have all taken strides to create products that leverage the best of what IoT has to offer. For instance, the HomeKit App, a project Apple is working on, is designed to link all products in your home to your smartphone, allowing you to control all aspects of the home environment with voice controls.

With such substantial growth envisioned for the future of IoT, hoteliers have begun to take hold of various elements of it by embracing a number of innovations, particularly in the arena of mobile technology, such as hotel apps. The recent hospitality technology trend of allowing guests the opportunity to check in and unlock guest rooms via mobile devices is one such example. Other notable hospitality technology upgrades include room control systems that allow guests to perform automated tasks such as adjusting lighting and temperature in a hotel room using a smartphone, in-room tablet, or panel.

Last year we also saw the introduction of robot hotel technology, such as Aloft Hotel’s Botlr, a robot butler being tested at select California hotels that communicates with other machines to perform basic guest service.

There are still potential impediments to the widespread growth of the Internet of Things. For instance, the lack of a universal coding language for communication between devices from different companies or on different operating systems is currently limiting the opportunity for complete interconnectivity, although some are saying JavaScript is emerging as a potential component for just such a framework. Boo Keun Yoon, Samsung CEO, stressed the importance for technology companies to cooperate in creating one language for all devices to talk to each other.

“The Internet of Things has the potential to transform our society, economy and how we live our lives. It is our job to pull together.”

– Boo Keun Yoon, Samsung CEO

But while there are still limitations yet to overcome, it can be expected to see guests bringing more connected devices or “things” to hotels, as well as more aspects of hotel rooms becoming connected or automated. This year will likely bring continued innovation in how the hospitality industry is able to use connected hotel technology and guest devices to improve its ability to increase guest engagement and operational efficiency.

Select-service hotels have to walk the line between full-service and limited-service properties in many regards. However, as demand for select-service hotels increases (topping demand for full-service properties by nearly 150%), investors are realizing that technology is not one of the items that can be cut back on. Overall, the primary appeal of select-service hotels to investors are lower, controlled operating costs and higher profit margins.

Providing guests with a full-service digital experience while reasonably managing technology investments in order to maintain low operating costs has long been a challenge for the select-service hotel industry.

The implementation of hotel self-service technology in select-service hotels is recognized by many as a great fit.

“We’re not taking away services. We’re bringing back a hotel brand and a segment that caters to the needs of today’s travelers.”

– Brian McGuinness, head of Starwood’s select-service and lifestyle brands

“I think except for the large, full-service hotels, guests are handling their needs themselves. Consumers now have so many ways to shop for the kinds of things concierges always were helpful with,” said Bob Habeeb, president and COO of First Hospitality Group, which manages a large number of select-service properties under brands such as Hilton Garden Inn and SpringHill Suites.

A few select-service brands are already looking to leverage the power of the hospitality technology trend by testing out innovation at various levels. For example, Starwood Hotels & Resorts owns Four Points by Sheraton, Aloft and Element, which total 300 properties. The Aloft brand has gotten particular attention as of late because of a variety of innovative features. Aloft recently introduced to its guests SPG Keyless, room control systems, and in-room Apple TV video streaming.

Most eye-catching among the headlines was the announcement of an experimental robot butler called Botlr at two Aloft Hotels in Silicon Valley. It was certainly an interesting move, as the potential of the robot hotel concept has not been fully realized yet.

“We’re not taking away services,” said Brian McGuinness, head of Starwood’s select-service and lifestyle brands. “We’re bringing back a hotel brand and a segment that caters to the needs of today’s travelers. They are interested in fashion, in design, staying on trend but not necessarily trendy, completely wired for the internet age.”

And installing hotel technology to impress guests has become increasingly affordable for hotels beyond the luxury segment. Decreased costs of mobile technology hardware, including quality smartphones and tablets, has allowed them to become a plausible enterprise tool in numerous industries, from healthcare to education. Hospitality is also beginning to embrace mobile technology, led by luxury and upscale properties. For instance, in-room tablets are an increasingly popular way to maximize guest engagement directly in guest rooms, while also improving brand perception and decreasing printing costs through the replacement of traditional print compendiums and menus.

We’ve now reached a time where select-service hotels are going to be able to offer digital and in-room technology features similar to the upscale segment for an overall improvement in guest experience.

Robot hotels made headlines last year as hotels experimented with robot butlers, robot luggage handlers, and more. A hotel in Tokyo, Japan, made waves last year for staffing its front desk with robots. It’s definitely a draw for Henn-na Hotel, a name that means Strange Hotel when roughly translated. Being greeted by automated intelligence in the form of a friendly-faced woman or even a smiling dinosaur is definitely a novelty for guests at this new robot hotel, as well as something that could be more commonly seen in the future.

But while technology in hotels is making life more convenient for hoteliers and guests, there are still limits to how it should be used. Digital systems are only one significant part of a successful guest engagement and service strategy. Hotel management still has to be savvy when it comes to keeping guest satisfaction high.

The primary benefit of hospitality technology has been bridging the communication gap between hotel staff and guests. It’s now easier for hotels to share information with guests, who in turn can directly provide feedback or express needs and preferences. Communication is the key to fostering positive reviews, overall satisfaction, and long-term loyalty. Happy guests are more likely to be repeat guests.

Hospitality technology platforms have also alleviated the burden on operational resources. Manual processes are able to be replaced with automatic digital ones, staff productivity is increased, and human errors are reduced.

Implementing strong hospitality technology can free up staff from doing manual tasks, which leaves them available to interact with guests and handle more complex matters. Increased guest engagement can pay off in multiple ways for hotels.

A large difference between a robot and a human hotel staff member is in the ability to respond intuitively and flexibly to guest needs and concerns. While hotel robot staff are said to be able to have “intelligent conversations,” guests who are looking for more than basic responses will want to speak to a person. In fact, one of the regular quotes from robot staff at Henn-na Hotel is, “Please ask me your request, but don’t ask me a difficult question because I am a robot.”

A recent study from the Center for Hospitality Research at Cornell University School of Hotel administration said guests place “high priority on authentic personal connections with front-line workers.”

In addition, guests appreciate when hotel staff improvises in order to provide service or resolve issues rather than sticking to a set standard operating procedure. “Improvised service can improve guests’ attitude toward a company,” the report states.

Touchscreen tablet kiosks placed in lobbies or other central locations throughout a hotel are another useful form of hotel technology that has become more common than robots when it comes to automating guest service. These can be extremely useful for alleviating demand on hotel staff and helping guests perform simple self-service procedures, such as check-in or looking up general hotel information. But human staff are still needed to serve as a back-up option for guests with more complex concerns or who simply want the option to speak with another person.

In the future, scientists may be able to man robot hotel front desks with sophisticated automated intelligence. For now, human staff is still required to stand alongside even these advanced robots to help provide the right balance between high tech and high touch for superior guest experience.

Learn more about the hospitality technology you can use to alleviate demand on your front desk staff.

Planning a trip this year aboard a cruise ship? The thought of sailing away on crystal blue waters, sipping piña coladas while heading to an exotic location, and indulging in endless buffet options seem too good to be true. However, one drawback to cruise travel has long been limited Wi-Fi access and technology aboard ships. Recently though, cruise travel has stepped up its tech game, allowing travelers the opportunity to stay connected as they unwind on a vacation on the high seas.

Cruise passengers no longer have to worry about missed opportunities for Instagram-worthy selfies with the ocean as a backdrop. The tide is changing for tech-savvy cruisers who can soon expect to no longer forfeit the ability to stay in contact with the world back on dry land.

1. Connectivity

As 24 million people are expected to set sail in 2016, the cruise line sector has realized the significance of responding to the needs of these modern guests and are now offering more cruise ship technology, such as Wi-Fi and mobile connectivity options. For example, 24/7 Internet cafes are making an appearance, with select ships providing access to the Internet from guests’ personal devices. Increased Wi-Fi hotspots throughout the ships and in staterooms are aiding guests to remain plugged-in for a small fee.

2. Service Innovation

Staying ahead of the game has been crucial for cruise lines to attract guests from all generations. The technological creativity introduced on the latest cruise ships are designed to combine the best of traditional cruise travel and modern digital perks. New features, such as facial recognition technology that allows guests to locate cruise photos using software that identifies facial features, are just a few of the modern touches cruise lines have embraced.

Brands such as Crystal Cruises are taking it a step further with innovation by offering their guests some sort of mobile services while they are out at sea. Crystal recently christened a new vessel, Crystal Esprit, which will offer guests the ability to view information and services through in-room tablets and a mobile guest app. It’s a huge development for the industry. These innovative additions invite guests to take a more active and personalized role in their entire vacation.

3. Personalized Guest Experience and Satisfaction

Cruises are working hard to appeal to all ages and demographics, especially as multigenerational travel continues to enjoy popularity. “In an effort to make cruising the best overall vacation experience available, the industry is continuing to evolve to ensure there truly is a cruise for every travel style and budget,” said Cindy D’Aoust, acting CEO of Cruise Lines International Association (CLIA).

Partnerships between cruise lines and other big names, like LEGO, Hermes, and Margaritaville, provide passengers the opportunity to interact with their favorite brands. And many cruises feature a variety of amenities like bumper cars, designer shops, and movie theaters.

Moving forward, cruise lines will be able to follow the example being set by many other industries by jumping on the S.S. Big Data. Mobile technology can be leveraged to gather information from guests during and even before a voyage about their interests and preferences n order to be more strategic in such offerings.

Cruise lines are swiftly sailing ahead into the future, thanks to their embrace of mobile and other technologies. To learn more about how the INTELITY platform can be incorporated at your property or cruise line, contact us to schedule a demo.

For the hospitality industry, being competitive when it comes to attracting guests and gaining their loyalty has never been more important, but it is also more of a challenge in this digitally obsessed age with tablets, smartphones, smartwatches, and other devices, which are all increasing in prevalence. Creating a winning strategy with guests has been taken to the next level, and your digital playbook has to be top notch to keep guest satisfaction high. Still, scoring a touchdown with guest service mobile technology does not have to involve a large number of gadgets.

In 2013, a Forrester survey emphasized the importance of using mobile technology to reach guests in the hospitality industry. According to the survey,

“74 percent of business leaders view mobile as a major priority. In fact, since 2009, the number of leisure travelers using their mobile devices for travel has increased by more than 450%.”

Hospitality businesses that want to stay relevant to guests should invest in and implement systems that allow customers to use appropriate digital channels to improve their stay. The modern traveler’s needs have adapted to require a more sophisticated and personalized touch, and making it to the end zone can be as simple as making a touchdown pass to your guests where they spend a significant amount of time making travel arrangements and connecting with brands – mobile devices.

Sports fans know that a football game begins even before the teams set foot on the gridiron on game day, and similarly, cultivating an intimate connection with your guests begins before they step foot on your property for a stay. Certain software, such as INTELITY’s hospitality technology platform, gives guests the ability to communicate preferences and service requests before their stay to allow you to better meet their needs. Anticipating the needs of your guests by using this information strategically will assist in establishing your brand identity as one that prioritizes service, a sure way to earn points toward building loyalty.

One of the newer mobile features that can provide an extra conversion point for your digital strategy is giving guests the ease of checking in via mobile in order to skip the traditional check-in, such as standing in a long line at the front desk. Mobile key entry, pre-arrival services, mobile check-in are just the beginning of how innovation can change your relationship with guests.

Technology that helps the guest make the most of their stay or makes the guest room a true oasis is also vital. In-room tablets can provide access to a variety of services and benefits to improve guestroom experiences, such as automated room environment controls, digital wake-up calls, and mobile room service orders, as well as immediately transmitting requests to staff for expedited response. Beefing up your digital strategy also affords the opportunity to electronically gather data that allows you to analyze and track the areas your business can improve to ensure everyone who leaves your hotel is a true fan.

Implementing cutting-edge hospitality technology to supplement your hotel’s repertoire of strategic guest service plays is key to winning a ring rather than losing out to your competition. So avoid fumbling the ball and step up your digital game when it comes to engaging with guests on an impactful level by utilizing technology to its fullest potential.

staySky Resort Management provides a full menu of services encompassing all aspects of hospitality property operations, including human resource management, accounting, marketing, purchasing, centralized reservations, information technology.

Vice President Sandy Wade has worked in sales, marketing and operational leadership positions for Hong Kong & Shanghai Bank UK, Virgin Holidays Worldwide, Access USA, and Integra Resort Management. With 20 years in the hospitality industry, Sandy is recognized as a sales, marketing and management leader with expertise in global revenue generation through domestic and international distribution channels.

Here she speaks about her observations about the impact of technology on the industry.

How does your company currently utilize guest technology?

We are present in all of the prominent social media channels to make sure we can provide our guests with fast and efficient customer service. We answer 100% of the reviews guests write about our properties and we have a weekly meeting to discuss the opportunities for improvement mentioned in online reviews. We also have an incentive program in place to congratulate and reward our hard-working staff for their outstanding job when they are mentioned by name in a review. We engage with guests when they mention un on a tweet, tag us, check-in online at our property, ask us direct questions online or post about us in the various social media channels.

Does it differ depending on the property’s target market?

Not really. Most travelers are now using technology to make sure they can have a flawless vacation experience. It doesn’t matter how different the demographics are for each target market; they’re all becoming travel-savvy and taking advantage of online resources.

Which technologies do you enjoy or benefit from using most during your own travel?

Mobile technology and online resources. Looking at online reviews, travel blogs, Pinterest boards, and online forums is the best way to get the real scoop of what a hotel is like, what the best transportation option is and how to get the biggest bang for your buck when it comes to amenities.

Digital surveys provide a real opportunity to impress our guests and hear their thoughts before they post any negative feedback online.

Which hotel technologies are you most excited by or interested in for the future?

Travel websites such as Expedia now allow guests to send instant feedback to hotels of how their stay is going. Surveys are sent to the guest that share their email at check-in, so guests can share their private and honest feedback with us while they are still at our property. That gives us the opportunity to try to turn that guest’s experience around if they happen to mention having any issues during their stay. Before this technology came around, all a hotel could do was apologize for their shortcomings. Now we have a real opportunity to impress our guests and hear their thoughts before they post any negative feedback online.

Most of your company’s properties are based in central Florida. How do you think this region’s hospitality market differs from the nation when it comes to views on or adoption of hotel technology?

Florida is a hospitality giant, so people expect greatness. The theme parks in Orlando definitely set a high standard of service and innovative technology, so businesses are forced to meet those standards if they want to remain relevant and competitive. I believe guests’ expectations in Florida far exceed the expectations a guest would have if traveling to a remote part of the country where tourism isn’t the main focus.

What would you say is the biggest impact technology has had on the hospitality and travel industries within the past 5 years?

Mobile technology and social media have completely changed the travel industry. You can now price check hotels, airline tickets, and attraction tickets on the go, right from your phone. You can also read about other guests’ experiences at the hotel you are looking to stay and have a better idea of what to expect. Hotels rarely get walk-ins anymore, because guests usually research prices and amenities using online travel agents like Expedia and Booking.com before even stepping foot in a hotel lobby. So when they arrive they already know how much your rate is, what it’s included in the rate and what guests are saying about your property.

Most people, regardless of their age, are using technology during their travel journey.

How greatly do you think the impact of technology on the travel journey differs depending on age?

Younger users tend to be more active on a variety of social media channels, ranging from microblogs to travel online forums. That allows them to have more information and resources during their travel journey. That usually means more savings and smoother travel experience. But even if indirectly, most travelers are benefiting from technology when traveling. Whether it is using a GPS device or asking friends for travel tips on a quick Facebook “survey,” most people, regardless of their age, are using technology during their travel journey.

What are your predictions for industry trends that will improve or impact guest experience in 2016?

Wow, that’s a tough one…there are so many opportunities for guests to interact with hotels. I think we’ll see more use of apps while in-house, which will allow guests to order room service, request extra pillows or towels, and check out all from your phone.