While Hotels Require Technological Innovation, Guests Seek Consistency

The hotel industry must embrace technology to drive new innovations, aiming to create a seamless guest experience and a secure IT environment.

During the "Transforming Hospitality: Unveiling the Power of Tech-Driven Innovation" session at the 2024 HITEC conference, Rohan Jani, associate vice president of hotel technology products at Hyatt Hotels Corp., emphasized the importance of mastering the basics, such as robust Wi-Fi. He acknowledged the challenge of providing strong hotel Wi-Fi signals as guest expectations rise based on home internet speeds.

Jani noted that tech providers have recently made significant strides in this area. "Providers have rearchitected their future products by leveraging the cloud," he said. "Most manufacturers now use cloud technology at a Wi-Fi controller level."

He explained that this shift to the cloud benefits hotel brands like Hyatt, with limited on-site IT staff. "Reducing hardware and increasing reliance on the cloud with trusted providers helps us maintain service," he said.

Both Jani and Rodney Linville, global head of information technology at Nobu Hospitality, agreed on the need for improvements in three key areas: Wi-Fi performance, in-room and on-property experience, and cybersecurity.

Linville stressed the importance of smart technology in rooms to enhance the guest experience and align with their everyday lives. "Smart technology and smart room features are probably the most important elements of the network infrastructure," he said.

Jani concurred, adding that the hotel industry must better utilize smart technologies to meet guest preferences. "We need to solve basic challenges at every Hyatt property," he said. "We should understand our guests and their preferences. If a guest prefers a room at 72 degrees and has indicated this through our app, they shouldn't have to figure out the thermostat."

The panellists also addressed the hotel industry's cybersecurity threats, from on-property and corporate-level attacks to social engineering and sophisticated enterprise-level threats. Jani referenced recent ransomware attacks on Las Vegas-based gaming and hospitality companies as a wake-up call for hoteliers worldwide. "Casino floors were completely shut down, and in some cases, major ransoms were paid," he said.

Linville pointed out significant vulnerabilities with internet-of-things devices in hospitality, although improvements have been made. He emphasized the need for security to be a top priority for every hotel company. "Security must be one of your top priorities," he said, noting that hotels cannot rely on guests to be tech-savvy or cybersecurity-aware. "Most guests' devices on your networks have no security or firewalls."

He advocated for hotel IT to adopt zero-trust security models and AI-enhanced networking protocols, saying, "Having this capability really locks down the network."