The hospitality industry has undergone a significant digital transformation, driven by advances in technology and changing guest expectations. Mobile devices have become an integral part of the guest experience, enabling tasks like check-in, check-out, and menu access. As the hospitality industry continues to evolve, the integration of technology and efficient IT management will remain critical in enhancing guest experiences and ensuring the success of hotels and restaurants.
In a recent discussion with representatives from Furukawa Solutions, namely Nicolas Mulder the Engineer, Ramon Termes the Key Account Manager and Vinicius Bollauf the Market Manager, we delved into the ever-evolving landscape of digital transformation in the hospitality industry. They shed light on the evolution of digital transformation in the hospitality industry and the challenges faced by hotels and restaurants regarding their IT infrastructure and connectivity.
How has the digital transformation of hospitality evolved in recent years?
Nicolas: We have seen significant changes in the hospitality industry with the rise of digital transformation. Mobile devices have become essential for tasks like check-in, check-out, and accessing menus, allowing for a more personalised experience and gathering valuable data from guests. Additionally, the integration of IoT devices for light control and air conditioning has become prevalent. The COVID-19 pandemic accelerated the demand for contactless solutions, making hotels more eco-friendly and prioritising data security. Overall, digital transformation has provided more conveniences and enhanced the guest experience, but it has also brought new challenges and infrastructure needs.
Ramon: In the past, guests were used to paying for Wi-Fi services at hotels. However, nowadays, hotels are expected to provide Wi-Fi as a mandatory service, and not just any Wi-Fi, but high-velocity, reliable internet service. This shift in expectations reflects the changes we have noticed in the hospitality industry over the years. Wi-Fi has become an essential amenity for guests, and hotels have adapted to meet this demand.
Considering the current landscape of the hospitality industry, what are the major challenges hotels and restaurants face regarding their IT infrastructure and connectivity?
Nicolas: Cybersecurity is a major challenge as hotels collect and use more guest data for AI-driven insights and personalised services. Data privacy and compliance with regulations are critical concerns. Besides that, maintaining reliable and high-bandwidth internet connectivity is crucial for providing a seamless experience to guests.
Dealing with technology obsolescence and the high costs associated with network updates can be disruptive to the hotel’s operations. For remote hotels or resorts, ensuring internet access and maintaining structured cabling systems can be challenging due to distance limitations. These are some of the main challenges hotels face in terms of IT infrastructure and connectivity.
Vinicius: Hotels must make investments today while being prepared for the future. As Nicolas mentioned, technology is constantly evolving, and bandwidth is improving. It is crucial for hotels to make forward-thinking investments that can adapt to these changes. Furukawa Solutions provides extended warranties of up to 25 years for our solutions, ensuring that hotels can confidently invest now and be well-prepared for the years ahead. This approach allows hotels to stay ahead of technological advancements and provide an excellent experience to their guests for years to come.
How is the IT management of a hotel typically organised, and what are the key components and best practices for effective IT management in the hotel industry?
Nicolas: Generally, a hotel’s IT department is structured to ensure smooth operations, data security, and efficient technology utilisation. It is typically headed by an IT manager or director, overseeing network and system administrators, support technicians, and specialists. The team takes care of various components, such as physical network infrastructure, property management systems, guest Wi-Fi, and internet connectivity. Best practices include planning for future updates and scalability, ensuring data security, and having a centralised management system for the physical network. Training staff and having specialised maintenance personnel are also critical for effective IT management.
How does Furukawa Solutions ensure a smooth implementation and operation of its Laserway solution in hotel environments?
Ramon: Furukawa takes a comprehensive approach to ensure a smooth implementation and operation. We provide full assistance and training to technicians during the implementation phase, ensuring they are well-prepared for optimal performance. The 25-year warranty on passive equipment gives customers confidence in the longevity and reliability of the solution. Additionally, our customer support team is available around the clock to address any issues or concerns. We aim to make the entire process hassle-free for our customers.
Vinicius: I would like to highlight the word “complete” in Furukawa’s approach. They not only offer products but also provide continuous maintenance, training, and a comprehensive software system to deliver a holistic solution. This concept is central to Furukawa’s development and partnership philosophy. They aim to offer a complete package that addresses all aspects of their customers’ needs, ensuring long-term success and satisfaction with their solutions.
