What to Expect From the In-Room Entertainment Industry in the Next Year

By Michael S. Wasik Chairman, CEO, Interim CFO, Roomlinx Inc. | September 04, 2011

In-Room Entertainment. It is becoming the focus for many hoteliers and I expect the attention and focus on this aspect of the guestroom to increase in the coming year. Technology continues to be developed at a rapid pace and it is tough to keep up with all the cool gadgets, software and online trends. With the proliferation of media now available online, the in-room entertainment options offered in hotels will need to shift in order to keep this amenity from becoming a cash drain.

Here are some things that will be important to keep in mind in order to offer options that will adapt with future technology needs and changes, maximize utilization of in-room entertainment and, most importantly, attract guests.

1. Online Media and Entertainment Options Ever Present

With the growth of companies like Netflix, media and entertainment options online are expanding at a rapid pace. With the click of a mouse, you can watch movies, TV shows and shorter content like YouTube videos. News, sports and weather updates stream live and email and social accounts are continuing to take over as the preferred form of communication.

Five years ago, internet access was still a hot topic for the hospitality industry. Now, it's a commodity and guests are not only expecting the access, but want it for free. This demand is causing hotels to try to find innovative ways to maintain margins and differentiate themselves with new Internet-based amenities. Tiered bandwidth options are one way to provide guests with what they want and still capture revenue to support the operating expenses of the network. This way, guests that simply want to check email and news updates can do so for little to no cost while those 'power-user' guests that want to stream video and play online games can opt to pay a bit more for higher quality.

2. TVs Are Becoming the Focus of all Integrated Technologies in the Guestroom

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Margaret Rogers
Georgi Bohrod
John Tess
John Arenas
Roger G. Hill
Paul van Meerendonk
Michael Schubach
Richard D. Hanks
Bob Chasnow
Paula J. Azevedo
Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.