When embarking on hotel construction or renovation projects, the technology vision of the hotel owner and operator needs to be reviewed, confirmed, and integrated into the design as early as possible. Properly planning for all aspects of hotel technology requirements and operations ensures a seamless guest experience and operational efficiency. This process should start with defining the technology strategy early in the project.
The Hotel Technology Planning Process
The development of the project’s technology criteria follows a structured approach. Below is an outline of the typical steps in the process:
| Phase | Description |
|---|---|
| Investigation Phase | Assess all available and emerging hotel technologies. A Technology Matrix document is commonly used to record criteria decisions. |
| Preliminary Visioning | Review and accept proposed solutions. |
| Schematic Design & Budgeting | Estimate the budget for the proposed solutions. |
| Formal Acceptance | Confirm the technology decision matrix and the proposed budget. |
| Final Design & RFP | Finalize the design and request proposals or design-build vendor pricing submissions. |
| Technology Matrix | Create a detailed reference matrix to guide decision-making throughout the project. |
Technology Matrix: An Evolving Document
The technology matrix serves as a dynamic reference tool that records the planned technology solutions for the property. It reflects preliminary discussions and proposed solutions for review and approval by the hotel owner and operator.
Note: The RFP process for non-specified systems will typically involve a multi-vendor approach to foster competitiveness.
Key Technology Solutions for Hotels
When planning hotel technology, several core areas need to be addressed. Below is a table summarizing the essential technology solutions to consider:
| Technology Area | Solution Features | Comments & Discussion Points |
|---|---|---|
| Guest Room Phone | Analog or VoIP, Cordless or Corded | N/A |
| Guest Room Locks | Magnetic Stripe, NFC, RFID, Mobile Key, Audio tone | Online systems need communication (Wi-Fi, Zigbee, etc.) |
| Guest Room HVAC Controls | Local/Standalone Thermostat, Centralized Control via EMS | Utility rebates may be available, online systems need communication (Wi-Fi, Zigbee) |
| Guest Room Controls | Light switches, Master on/off, Room Scene selections, Guest device control | Consider integrating motorized shades and hotel-owned tablets |
| PBX Options | Administration, Analog, VoIP | Consider on-property vs. above-property systems |
| High-Speed Internet Access | Wired ports (1 or more), in-room AP, property-wide wireless | Bandwidth requirements, authentication, network separation |
| TV Entertainment | IPTV, RFTV, LCD screen, Set-top boxes, DVD/Blu-ray players, Remote control | Audio system, external soundbars, bathroom TV |
| DND & Room Service | Paper hanger, phone | Rapid guest response systems |
| Guest Room Doorbell | Electronic doorbell, integration with DND system | N/A |
| Guest Room Safe | Electronic integration with PMS | Reset/unlock features |
| Bedside Clock & Charging | USB, iPhone, iPad, Wireless Charging, FM/AM Radio | N/A |
| Staff Communications | RF Radio, Wi-Fi, Cellular | Infrastructure requirements, rapid response systems |
| In-Building Cellular | DAS, Wi-Fi, Small Cells | Infrastructure requirements, mobile network operator needs |
| Security | Door locks (guest room and back of house), CCTV | N/A |
| Guest Room Cabling | IDF Homerun, in-room media termination box, STB/phone integrated switch | N/A |
Pre-Planning Questions for Tailoring the Technology Matrix
To tailor the technology solutions to each property, consider the following questions:
- Room Count & Floor Layout: What is the expected number of rooms? Are there standard rooms, suites, and premium suites?
- Location: Is the property situated in a metropolitan area, mountain ranch, or a villa-style setting?
- Property Type: Will the property be a 4-5 star brand or a boutique hotel?
- Branding: Is the property affiliated with a major hotel brand, and are there specific technology design standards to follow?
- Back-of-House Applications: Are any property management systems (PMS), point of sale (POS) systems, or reservation systems required to interface with the guest room control system?
- Operator Requirements: Has an operator been selected? Do they have mandatory technology or third-party provider requirements?
- Mixed-Use Occupancy: Will the property feature mixed-use occupancy, such as residential and hotel units?
- Retail & Restaurants: What are the plans for retail and restaurants on-site? Will there be branded restaurants?
- Target Market: Is the hotel targeting a specific demographic, such as youth, seasonal business travelers, or families?
- Sustainability Goals: Does the property aim to achieve LEED certification?
By taking these steps, hotel owners and operators can ensure that the technology solutions chosen will be scalable, sustainable, and aligned with both operational goals and guest expectations.