Three-Quarters of Hospitality Decision Makers Cite Guest Experience as Primary Driver for Mobility Investments, According to ...
June 15 2011 - 9:00AM
Business Wire
A recent Motorola Solutions, Inc. (NYSE: MSI) study uncovered
that information technology (IT) spending in the hospitality
industry is expected to increase in 2011, with guest experience
cited as the top driver for investment. Fifty-six percent of
hospitality organizations plan to raise mobile investments to
better equip their workforces, improve operational efficiencies and
enhance the customer experience.
The Motorola Solutions 2011 Hospitality Market Barometer reveals
that 91 percent of hospitality decision makers realize the
increasing importance of mobile and wireless technology, while 78
percent recognize the role mobility plays in ensuring a competitive
advantage for their business. As a result, hospitality venues are
investing in new technology, as well as powerful wireless networks
to handle greater data volumes and increasing demands for
high-speed access from the customer and mobile workforce.
KEY FACTS
Elevating the guest experience
- Improved guest experience is the top
driver for mobility investments, cited by 76 percent of hospitality
venues surveyed.
- Hospitality decision makers are
investing in mobile technologies to support customer-facing
applications that improve guest services by handling wireless
email, guest/attendee check-in, table-side order/payment or event
ticketing, among others.
- Sixty-one percent of respondents plan
to deploy some form of video capabilities, including video
surveillance, video conferencing and streaming video, in public
access areas such as lobbies.
- Fifty-eight percent of surveyed
hospitality organizations deploying mobile technology today see
improved customer satisfaction.
Empowering the mobile worker
- Fifty-nine percent of respondents
currently deploying mobile and wireless technology witnessed an
increase in employee productivity and efficiency, while 55 percent
saw improved sales results.
- Managers, security personnel and
customer service associates are the primary users of mobile and
wireless devices in the hospitality companies surveyed – 71 percent
of supervisors use smartphones, 52 percent of security use radios,
19 percent of ticketing agents are equipped with voice-over-IP
(VoIP), and 26 percent of property managers have tablets.
- Currently, the most popular
applications on two-way radios are project management (51 percent)
and collaboration (41 percent). Unified messaging and remote
management/monitoring have the highest rate of planned deployments
into 2012.
- Among survey respondents, tablets and
VoIP handsets are the top two mobile devices planned for new
deployments by 2012.
Enabling operational efficiency
- Seventy-five percent of hospitality
organizations surveyed already have wireless LAN (WLAN) installed
in their facilities. In North America, approximately one third of
these venues have 802.11n, while European venues predominately have
802.11b/g.
- Forty-two percent of respondents with
existing WLAN expect to be fully upgraded to 802.11n by the end of
2012.
- Improving throughput and reliability,
and extending range of current wireless data networks are the top
three drivers behind 802.11n WLAN adoption – all critical network
features to meet greater data volumes and increasing demands for
access from the customer and mobile workforce.
SUPPORTING QUOTES
Craig Mathias, principal, Farpoint Group
“Advances in wireless and mobile technologies, products and
services are changing the landscape of the hospitality industry and
how it operates. With a demanding client base equipped with
increasing numbers of smartphones, tablet computers, notebook PCs
and even rugged devices, successful hospitality IT organizations
recognize the need to upgrade their existing WLANs to improve
network reliability, capacity and coverage to support
customer-facing applications, as well as internal services that
enable their own mobile workforce and improve the guest
experience.”
Thomas Moore, director of Hospitality Industry Solutions,
Motorola Solutions
“The hospitality industry is seeing the rapid adoption of mobile
and wireless technology, and organizations are quickly realizing
the benefits and competitive advantage associated with their
utilization. Motorola offers a full portfolio of solutions to
prepare hospitality organizations – including full-service
restaurants, hotels and resorts, casinos, stadiums and conference
centers – for the future, while improving sales and productivity,
streamlining operations and increasing customer satisfaction in the
near-term.”
SURVEY BACKGROUND AND METHODOLOGY
Motorola Solutions regularly conducts independent market
research to better understand emerging trends in enterprise and
government mobility markets. The 2011 Hospitality Market Barometer
provides indicators of the opportunities and challenges that
mobility poses to hospitality enterprises by gathering direct
feedback from the organizations investing in and deploying these
solutions.
- Conducted in Q4 2010, 161 qualifying
respondents across North America and Europe completed the online
survey via invitation sponsored by Research Now, a third-party
panel provider of business and IT decision-makers.
- Respondents represent a wide variety of
hospitality enterprises including hotels, tourist attractions,
casinos and restaurants. Approximately 70 percent represent
mid-size to large companies with at least 2,000 employees.
- More than one third of survey
respondents represent companies exceeding $1 billion in revenues.
Responses came from the executive suite, IT functions and managers
closest to the day-to-day implementation of mobile solutions.
Motorola will demonstrate its mobile and wireless solutions for
the hospitality market at HITEC 2011, taking place June 20-23 in
Austin, Texas. Attendees can visit Motorola at booth #1249 to learn
how hotels, clubs and other hospitality-related businesses are
successfully deploying our solutions to elevate the guest
experience, empower their mobile workers and enable operational
efficiencies.
SUPPORTING RESOURCES
Website: Motorola Solutions HospitalityWebsite:
Next Generation Enterprise MobilityBlog: Wireless
Insights|Twitter: @MotWireless
About Motorola Solutions
Motorola Solutions is a leading provider of mission-critical
communication products and services for enterprise and government
customers. Through leading-edge innovation and communications
technology, it is a global leader that enables its customers to be
their best in the moments that matter. Motorola Solutions trades on
the New York Stock Exchange under the ticker “MSI.” To learn more,
visit www.motorolasolutions.com. For ongoing news, please visit
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About Research Now
Research Now is the leading global online sampling and online
data collection company. With over 6 million panelists in 38
countries worldwide, Research Now enables companies to listen and
interact with real consumers and business decision makers in order
to make key business decisions. Research Now offers a full suite of
data collection services, including social media sampling, and
operates the Valued Opinions™ Panel and e-Rewards® Opinion Panels.
Visit http://www.researchnow.com to learn more.
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