Wi-Fi - Are You Leaving Money on the Table?

By Alan Lindquist Regional Director, Skyriver Communications | May 13, 2012

Companies and employees are consuming broadband at enormous usage rates today. Access to fast, reliable broadband Internet is now business critical for the vast majority of industries and companies. Business professionals travel with multiple devices and run a multitude of applications, usually simultaneously. This necessity of being reliably connected and always working while attending meetings and conventions presents a clear opportunity for hotels to transform their Wi-Fi offering into a powerful revenue generator.

Wi-Fi done right, represents a great opportunity to increase your revenue. Let's start with differentiation. When you positively differentiate yourself from competitive business meeting venues, you immediately provide a tangible reason for business guests to do business with you. Thus, you attract new customers and new revenue. Secondly, these new customers are higher value customers. They will spend significant monies on high speed Internet, guest rooms, food, meeting rooms, and all the ancillary services required for business meetings. As these guests will no doubt have a positive and productive meeting, you'll also see increased revenues via repeat business.

In addition to generating more gross revenue, we can't forget the profitability or margin side of your Wi-Fi business. Net revenue is about balancing the new revenue with expenses. Hotels have invested significant dollars in their Wi-Fi infrastructure and are constantly upgrading their systems to new technologies such as 802.11g, and now 802.11n, which promise more bandwidth. However, if the connectivity to the hotel becomes the "real bottleneck", then your hotel guests will not see the benefits of your technology upgrades as guests will experience slow connections.

To prevent this "slow bottleneck" you need to find a broadband service provider with the flexibility to meet your guests' needs as well as your hotel budget needs. If you're relying on the copper technology of phone companies, say a few T1s, or fiber connections from a cable company, then you probably have a service that's not going to be able to scale up and down to meet your variable meeting and conference usage demands. Instead, you'll want to look for a company that allows you to scale your speeds from one week to another without time-consuming forms to fill out or costly installation crews to dispatch.

A technology that is especially well-suited for meetings and events is fixed wireless. Fixed wireless provides reliable bandwidth that is built and dedicated just for your property. It's a microwave connection that delivers the full and complete bandwidth that you contract for. The service is fully protected with advanced encryption and safety protocols, so it's as safe is it is reliable, and can deliver speeds to 200 Mbps.

Without a scalable Internet service, such as that of fixed wireless, you run the risk either disappointing your guests with too little bandwidth or paying for bandwidth you don't always need. The most frequent complaints of hotel guests are pages and files are slow to load, they cannot get on the Internet or get bounced off, applications cannot load, uploads are painstakingly slow, and demonstrations freeze and cannot be performed in real time. All of these risk damaging the productivity and entertainment value of an otherwise pleasant and happy stay at your property.

Choose a Social Network!

The social network you are looking for is not available.


Hotel Newswire Headlines Feed  

Sherri Merbach
Matt Schwartz
Eugenio Pirri
Stephanie Hilger
Dennis Rizzo
Brandon Billings
Bruce Seigel
Dean Minett
Robert M. O'Halloran
Suzanne McIntosh
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.