Remember the time when we were trying to figure out exactly what the Internet was? Web pages and dot coms didn’t make complete sense. Wow, how times have changed. Today, our world revolves around the Internet. Most of us connect every day. And now, we are doing more than just connecting.

Our team recently joined other industry experts at HITEC 2013, the world’s largest hospitality technology show. Hot topics discussed at the show included the next generation guest, including BYOC (bring your own content), social media, Wi-Fi services, data security, mobility and more. But one topic stood out among the others – the next big innovation cycle for hoteliers.

So what is the next big innovation cycle for hoteliers?

The one thing about innovation in hotels that stands out to me right now is that it’s almost a constant two-way dialogue between the hotel and guest. When we leverage the network beyond just connecting to the Internet, the possibilities are nearly endless.  This two-way dialogue creates an opportunity to better serve customer needs. And if we pay attention to guests’ dialogue and understand their daily physical and digital habits and desires, there is no more assuming what those needs are. By constantly gathering data to determine future needs, we can create a system that not only is a solution, but can help determine solutions for the future.

Cisco’s Connected Mobile Experiences (CMX) for Hospitality detects mobile devices, connects guests to Wi-Fi and engages guests with hotel services, benefiting both guests and hoteliers. For example, hotels that offer their guests a mobile app allow guests to receive property notifications, promotions, messages and hotel news directly to their mobile device. Guests are constantly up-to-date on the latest happenings at the hotel during their stay and this seamless connection continues even as guests move in and out of the hotel or at a different property in the same hotel group, creating an enhanced guest experience.

When hotels are innovative, everything is connected, meaning it’s easy to monitor and participate. This means that the hotel can collect valuable insight about guests including their traffic patterns and preferences during their stay, allowing the hotel to send them personalized offers custom to their needs.  We are seeing hoteliers starting to explore the notion of monitoring public social conversations happening within hotel and respond quickly to guest needs.

Our team recently joined our friends at Hyatt Santa Clara on stage at HITEC to discuss innovation in hospitality more in depth. To read a full recap of what was discussed, read Hyatt’s ‘digital hotel’ boasts optimal Wi-Fi by Jason Freed at HotelNewsNow.com


Antonio Dimilia

Industry Director - Hospitality and Travel

Business Transformation Team