It is All the Fault of Dick Tracy and George Jetson!

By Bonnie Knutson Professor, The School of Hospitality Business/MSU | September 30, 2018

Okay, for those of you who are too young to know who Dick Tracy was, let me give you the facts. The legend began on October 14, 1931.  The place was the Detroit Mirror(1).  The event was Dick Tracy's debut as a comic strip hero.    He was the predecessor of those television law enforcement icons such as Colombo, Monk, Magnum, PI, and even The Sinner. Fifteen years after his humble beginning, this tough, smart detective, created by Chester Gould, first used the iconic 2-way wrist radio.  And in 1964, the radio was "upgraded" to a 2-way TV.  Today, ol' Dick's wrist radio has morphed into the Apple Watch, Fitbit, and even Body Cameras.  Welcome to the world of wearables.

Of course, if you really want to get technical about it, you could say that wearables came into our lives with the invention of eyeglasses in the 13th century.  Fast forward to 2002 when the Bluetooth headset achieved mainstream popularity.  In fact, the term The Year of Wearable Technology was coined by the popular media in 2014.  Now it seems to be everywhere and growing.   Euromonitor has projected that WT will be a $27 billion industry this year.

Before going into how this exploding technology might be used in your hotel, it helps to understand exactly what wearable technology (WT) is.  Simply put, WT is a term that encompasses all electronics that can be worn on the body.  It can be an accessory, such as a smartwatch, or it can be a sensor embedded into clothing that can tract motion, time, and even location.  

The key benefit of wearable technology is that it connects to the Internet so that the information collected can be sent to a network, stored, exchanged, analyzed and acted upon.  This capability is what is pushing wearable technology to the forefront of what is being called the Internet of Things (IoT). In fact, it is estimated that by 2020, there will be more than 28 billion IoT devices in operational use.  While this trend may sound scary to some, especially in light of recent Cambridge Analytica issues, businesses are finding that IoT is offering them new insights into how to increase efficiency, how to better engage employees and customers, and how to develop new revenue stream opportunities.  Can the hotel industry be far behind?

While WT is less of a novelty today and is becoming increasingly integrated into our daily lives, it is still in the early adopter stage for many – both personally and professionally.  Like any new development, there are always pros and cons for adoption.   So first, a look at what could be some pros for your property. 

  • Biometric data can help design work environments for better employee wellbeing.  For example, a company in Britain used armbands, automatically tracking employees' movements during several tasks to identify completion time, process, and fatigue.  From the data, they were able to recognize when employees were most alert and productive, allowing them to design new procedures and processes as well as more flexible work schedules.   In fact, one study found that WT can boost employee productivity 8.5% and job satisfaction 3.5%.  Many in the IoT field believe that the initial drivers for adopting WT will be health and wellbeing both on and off property.  Given longevity trends and the skyrocketing cost of health insurance, they are probably right.  Sounds like a win-win, to me.
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Coming up in March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.