innovation in the way of delivering services by use of technology in hotels

1. SERVICE DELIVERY INNOVATIONFACILITATEDTHROUGH
TECHNOLOGY
-By Manorupa Kar

2. INTRODUCTION
SERVICE: A type of economic activity that
is intangible, is not stored and does not
result in ownership.
DELIVERY: The act of delivering or
distributing.
INNOVATION: The process of translating
an idea or invention into a good or service
that creates value or for which customers
will pay.
TECHNOLOGY: It is the collection of

3. CHECK IN EASIER

4. •The Hyatt Regency Chicago offers check-in
via a lobby ambassador holding a special
iPad. Guests can also use a nearby kiosk to
select a room, inquire about an upgrade, and
obtain a key
•Radisson is currently experimenting with
kiosks at four pilot locations (La Crosse,
Phoenix, Salt Lake City, and Seattle). Guests
can virtually check in online 24 hours ahead,
receive a confirmation email with a barcode,
scan that barcode in the lobby, and receive
their key.

5. REMOTELY CONTROL EVERYTHING IN YOURROOM

6. One of the best features of the
LodgeNet service (that powers the TV
menu in the room) is that we can use its
free companion app (available for
both Android and iOS) in over 630,000
hotel rooms across North America. With
it loaded, one can use their own phone
or tablet to power the TV on/off; change
the channel; browse, order, and control

7. BE YOUR OWN CONCIERGE

8. (launched early April on Android and iOS)
allows guests to access a wide variety of
services including the ability to order room
service, book a spa appointment, set a wake-
up call, get your luggage picked up, and grab
a taxi.
•Every guestroom at Tallahassee's
boutique Hotel Duval comes equipped with a
23-inch Interactive Customer Experience
(ICE) touch screen display. In addition to
ordering housekeeping, dining, and valet
services, guests can use them to check
email, look up the weather, print boarding
passes, and search local events and
attractions.

9. Boston's Revere Hotel features a couple of
iPads preloaded with the iKnow Concierge.
In six different languages, the tablets help
guests to access a wide variety of services,
from finding a tailor to snagging tickets at a
concert. Whether you're into finding food,
spa, or sports, these devices can help you

10. FINDYOUR WAY

11. •Bellagio has many Internet hotspots, their app
can triangulate your exact indoor location and give
you step-by-step directions to whatever fun, trendy
(and tangible) hotspots you choose to visit within
and around the upscale casino/resort.
•Over 100 interactive plasma displays (along with
rotating digital convention signage) make
navigating the spacious Hyatt Regency Chicago
easy. And additional touchscreens with Google
Maps allows guests to precisely locate meeting
spaces and also find their way around the city.

12. TAKE OFF

13. The ARIA pulls a direct feed from nearby
McCarran International Airport and
displays it right on the TV in your room.
So you can confirm the timing of your
flight. Especially helpful, so you don't
preemptively leave the comforts of your
room before you have to.

14. PHONES BECOME KEY CARDS

15. Starwood Hotels & Resorts
Worldwide use virtual key cards at
selected properties. Guests will have to
download a smartphone app that will
provide their room assignment, allowing
them to skip the check-in process
altogether and zip right to their room.The
key itself will live on your phone. Just
swipe the smartphone to unlock the door

16. SELF SERVICE CHECK-IN KIOSK
Self service check-in terminals where
one have to swipe their card and they
will receive the key card.

17. VOIP and feature phones take the boring
hotel phone way beyond its original
purpose. At some properties, these phones
also offer the news and weather, assist
with in-room dining choices and let you
read email.
INTERNET PHONES
&
FEATURE PHONES

18. TOUCHSCREEN FOOD VENDORS
Digital boxes such as the MooBella Ice
Creamery Machine can produce 96
variations of cool treats in 40 seconds.
Another example is Coca-
Cola's Freestyle soda fountain has the
potential to dispense more than 100 distinct