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Rob Jones
Written by Rob Jones
June 29, 2017

Vivonet at HITEC 2017: Day 3 Re-Cap

On Day 3 of the HITEC 2017 event, and Day 2 of the trade show floor being open, our team at Vivonet continued to speak with fellow attendees. We wanted to get a sense of the diverse offerings on display at the show, and also to get a sense of how their technology enhances the guest experience.

Just like we did with our own team on our first day on the floor, this time we went to other booths and asked industry experts about how their solutions make for a better stay for guests. We invited other attendees to come to our booth and take a look at what we've got on offer. Among those attendees, we talked with Keith from InterContinental Hotels Group (IHG) to find out his perspective on how the hotel industry is changing thanks to emerging technology. To hear what he had to say, watch the video below.


As Keith mentions in the video, the guest experience is always the primary focus of any leading hotel brand and of every innovative hospitality technology provider. It’s certainly been the guiding principle at HITEC Toronto 2017. There are so many different kinds of vendors on the floor; Wi-Fi providers, in-room entertainment solutions, SMS specialists, loyalty partners, automation developers, PMS providers, security companies, and beyond. But the tie that binds them all is about the guest, and about surpassing guest expectations for a comfortable stay.

All of this stands to reason. That’s what the hotel industry has always strived to achieve. And these days, the technology informs new and faster paths to get there, meeting the changing needs of new generations of people who have grown up with technology as a given in their lives. Yet, the basics still need to be in place in order for brands to succeed.

Getting the basics of the guest experience right

If making all kinds of purchases is easy for the guest during their stay, service is smooth and seamless no matter where it happens in a hotel location, and the technology in place creates efficiency matched with serving the guest's needs in the moment, those guests will remember those details. They’ll make a point of coming back to stay. They'll share their great experience with their friends on social media, and with the public in online reviews. When brands create lifetime relationships with their guests like this, that’s the game won for the long-term.

 HITEC Welcome banner trade show floor.jpeg

I suppose that’s another big takeaway that was underscored yesterday. It’s not about the toys in the end, although some of the toys really are pretty great (like the room service robots we saw; I can't get over those! So cool ...). What it's really about is creating that exceptional guest experience that Keith talked about in the video. By consistently making guests feel more at home, at peace, entertained, oriented, and comfortable at all times, that's when those long-term relationships with customers are formed.

This is not to mention what Keith said about arming staff with the right tools, too.That's a very powerful element when undergoing any kind of transformation, which Keith also mentions in the video. When staff are empowered to do their jobs more effectively, the brand is elevated.

On the cusp of a transformation

The question that remains is how hotel brands create a basis for success coming away from this show. How does a hotel brand go about planning their next steps now that they’ve been presented with so many applications to enhance guest experience? Strategy around that question as informed by a strong sense of empathy for the guest's needs will be the deciding factor.

We’re having a great time at HITEC speaking with attendees, and really getting a sense of how the hotels industry is on the cusp of an exciting transformation. If you're at the show, we'd love to get a chance to talk about all that and get your impressions and ideas about where the industry is headed.

Come by booth 1109.

 

 

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