In today’s world, if you want to succeed in the hospitality industry you have to constantly be aware of what’s up and coming in technology. This article, “Hilton’s New Concierge is Interactive TV” by Curt Harler, discusses the implementation of a new virtual, interactive concierge in Hilton Hotels and Resorts. “The interactive screens will allow guests to get information that ordinarily might require interaction with a conference manager or concierge at any time" (Harler, 2008). The hotel is looking to create a functional utility that will appeal to both kids and adults. Jeff Diskin, Senior Vice President of Brand Management states “Today's consumer wants to interact with products and services in multiple ways. We've responded to that trend by using technology in our hotels to engage our guests with online, offline, and self-service tools” (Harler, 2008). Updating the systems is simple because the company can update the content wirelessly. Diskin clarifies the purpose of the product in saying that “At the moment, we are not looking to tie it to check-in or meeting room reservations, although the technology exists to do that. We are not focused on creating transactions but to facilitate information exchange" (Harler 2008). The virtual concierge will be implemented in all of the
I got really excited when I saw this article because the product is similar to the technology that I dreamt up for Guestroom 2010. I thought it would be neat to have a digital panel that would provide information on the different amenities that the hotel provides as well as what you can do or see while you are staying at that particular location. The new virtual concierge is similar in that it allows guests to choose services, look at meeting room configurations, or find events around the town. . I think this is a great idea because it allows guests to get the information that they need quickly and sufficiently without having to ask too many questions. It is a new and trendy product and I think Hilton Hotels and Resorts will see a positive response from it.
2 comments:
I think this is a great new technology that Hilton is introducing to their hotels. Allowing guests to have a hands-on, do-it-yourself approach will be very beneficial. Guests like when they feel in control and can see for themselves the outcome of the decisions they are making. I like how the system incorporates local area information as well. It can be very overwhelming when traveling to places you are not familiar with, especially if the language spoken in that country is not your native language. Allowing guests to see the different options available when planning conferences and functions and will make the planning portion of their even run much smoother and can really change the face of hotel event planning.
Nice article Rosie! I also think that this is an exciting new technology to add to a hotel. Accurate local information is very useful to a guest especially when it would be so easy to access. Such a technology would be very useful since when you are traveling you generally don’t know much about the local area. The ability to find local attractions so easily would greatly enhance any guests stay in an area. It would also cut down on the frustration a guest endures when they are given wrong or outdated information from a staff member.
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