It’s fair to say that the last few years of returning to work after Christmas have been a bit of struggle for most people in our industry. We’ve become used to the flat line and whilst we are a resilient bunch, building business has been largely a battle. But this year, I detect a little more spring in our step. The economic forecasts are generally positive. In the US, rates are already on the rise while PWC predicts all UK regions will also return to growth this year. At the start of 2014 the mood is largely optimistic.
I’ve always felt that one of the key drivers of success in the meetings market, is the ambition and pace at which the various providers have shown when it comes to innovation. Clever innovation; the stuff that works for the delegate and helps to differentiate the overall experience, is a combination of the practical and the cool. Here are a few of the things that our teams in New York and London have come across over the last 12 months, which have helped to fuel our optimistic mood this January:
1. Easier check-in
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 an RFID key – a card key with a clever chip inside that prevents it becoming demagnetised thus sparing the weary delegate the long walk back to the front desk when she can’t get into her room.
Similarly, 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.
And instead of hanging around in the hotel lobby waiting for your room to be made available, ARIA Las Vegas will take your cell number, give you your key, and text you the room number when it’s all set. You are then free to choose how you spend the time between your arrival and when you can access your room. Plus there is no need for further queuing.
2. Uber connectivity
Building on the work of whatever smart aleck thought to place an electrical outlet in the base of a lamp, all ARIA rooms feature a desk-side panel with a multitude of multimedia connections. It starts with two adapter-friendly electrical outlets plus two USB ports, to flexibly power your devices. Then you’ve got HDMI, VGA, RCA, and S-Video ports, so you can view images from a computer, camcorder, or any other video device through your room’s TV. Similarly, you can pipe audio in through a standard 3.5mm jack or a docked iPod/iPhone connection. And in case you don’t feel like going wireless for whatever reason, there’s also a wired Internet port.
3. Be your own concierge
Radisson, Conrad and InterContinental have all launched their version of the ‘concierge app’. They are pretty similar, providing the delegate with the freedom to customise the details of their stay before and during their visit. Conrad promises the ability to have breakfast arrive in your room after your morning run (can’t see me using that), booking a relaxing spa treatment (nope), choosing bath amenities (also one for the ladies) and arranging airport transportation (could be useful).
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 grabbing concert tickets (now we are talking).
4. Peace of mind for female delegates
A new trend for women-only floors in hotels is gaining in popularity. Hotels from Washington, D.C. and Vancouver to London and Singapore are embracing the idea in response to the growing number of women traveling solo. The floors’ setups vary from hotel to hotel, but they typically offer added security and privacy, as well as more feminine amenities like hair straighteners and yoga mats, free of charge.
5. Neighbourhood immersion
Ten of Hotel Indigo’s locations around the US have been testing Interactive Media Displays, with over a quarter million guest interactions to date. That includes 30,000 local secrets shared within the Indigo community, as guests seek to discover the hotels’ surrounding neighbourhoods and pass along their best tips of what to see and taste. More than 12,000 photos have been taken at the displays, which can upload pics right to Facebook. The chain claims that guests spend between six to 12 minutes engaging with the boards. Interesting….
6. The gadget bar
The modern business traveller is less concerned about forgetting a toothbrush and more worried about forgetting a gadget. The Business Bar at Eventi in New York will come to the rescue with a tablet, laptop, e-reader, still or video camera, headphones, wires, chargers, or other digital lifesavers for business or leisure.
Steve Jobs once said: Innovation distinguishes between a leader and a follower. As we embark on another year, I look forward to seeing what else the leaders have up their sleeves.
Barry Richards, VP, General Manager, Grass Roots – New York.
Any comments? Email pcolston@mashmedia.net
