SERVICE DELIVERY INNOVATION FACILITATED THROUGH TECHNOLOGY

-By Manorupa Kar

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

techniques, methods or processes used

CHECK IN EASIER

•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.

REMOTELY CONTROL EVERYTHING IN YOUR ROOM

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

in-room movies.

BE YOUR OWN CONCIERGE

•The new Radisson iConcierge app

(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.

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

self-serve.

FIND YOUR WAY

•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.

TAKE OFF

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.

PHONES BECOME KEY CARDS

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

SELF SERVICE CHECK-IN KIOSK

Self service check-in terminals where

one have to swipe their card and they

will receive the key card.

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

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

beverages from one touchscreen device.