Harler, C. Hilton's New Concierge is Interactive TV. Hospitality Technology. Retrieved March 24, 2008, from http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=FCD2F7DAADC8438E926C98968EDAE530
Hilton's New Concierge is Interactive TV
Hilton Hotels and Resorts are soon going to be using Samsung flat screen monitors as an interactive concierge service. They will be working with a company called Reactrix to allow guests to view the hotel layout, meeting room set-ups, and events taking place in the area around the hotel. The first monitors will be installed in hotels within the United States, but Hilton plans on installing monitors in Beijing before the Olympics in August. The monitors will be located in hotel lobbies and atriums and will allow the guest to access information that they may have had to discuss with a concierge employee or a conference manager. Hilton wants to give their guests a sneak peek into the future, but they would like to perfect the concept before installing it into their hotels. "This will help guests to answer their own questions about what to do when they are traveling" says Jeff Diskin, the senior vice president of brand management in all Hilton hotels. Guests are expected to be interested in this cool, new technology that they can use to guide them around the hotel.
Reflection:
Hilton Hotels and Resorts have a very good concept. The interactive tv that acts as a virtual concierge service is a positive addition to any hotel because guests will be able to access information about the hotel and events that are going on around the area of the hotel without speaking to a hotel representative. This is good because concierge employees are not around at all times but the interactive monitor will be available 24/7. I also think it is good for the company to install these Samsung monitors in their Beijing location, especially because the United States and Israeli teams are both scheduled to stay at the Hilton. Customers will definately enjoy this because it gives the hotel a more futuristic feel and guests who are planning to use the conference room for any reason can find useful information such as room sizes on the Reactrix system. The one issue I have with Hilton's idea is that they do not want to interface this system with check-in and meeting room reservations, even though the technology exists to do so. The content displayed on these screens can be updated instantaneously and wirelessly, which is a definate plus from the management and guest perspective. I think guests will really like this feature in Hilton hotels and other hotels will add this feature as soon as possible as well.
3 comments:
I think that Hilton is definitely on the verge of some cutting edge technology. If implemented correctly they will have the competititive advantage over other hotels. The 24hour service option will comfort guests. They will know that no matter what their concern may be it can be taken care of at any time. I think one consideration that need not be overlooked deals with the hi-tech versus hi-touch debate. When is technology too much? What if the system really can't answer your question and it leaves guests more frustrated than satisfied. Hilton will also have to consider if it is going to offer this in all markets. I'm sure some markets will give them more resistance than others. Older guests might have a tough time understanding and interacting with the system.
I really like that Hilton is going in this direction by using the new concierge system. I really think that having a 24/7 concierge system, easy technology is really going to help benefit the Hilton in terms of retaining guests and also trying to bring in some new guests. Technology can be difficult for some people to learn, but I really feel that Hiltons goal is to make sure that this technology is easy for everybody and will only help to make their stay better. This system will be so beneficial because it will allow guests to really view the hotel and try and get the best experience they can.
This is a very good technology to have in a hotel. Being able to find out where to go, or whats going on in and around the hotel will help guests quite a bit. For the average guest though, it would have to be extremely user friendly. Sure it is a great concept, however if it is too complicated to use, the average person will not utilize it. Will it be able to make reservations at a restaurant or a show like traditional concierge? Sounds like a good idea, and it may work great. However only time will tell.
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