Safety and Security Matter - Room Check-in System
When selecting accommodation, travelers prioritize the safety and security of hotels, which can be assessed through factors such as location, safety equipment, and the room check-in system (Eric & Doris 2012) The quality of a hotel is often judged by the efficiency of the check-in process, including waiting times, the demeanor of front desk staff, and the security of guest room doors (Mune 2018) A swift and precise check-in system is essential, as it represents the first direct interaction between guests and the hotel, significantly impacting guests' initial impressions (Sayin & Karaman 2019) After a long journey, tourists typically seek quick service to rest and rejuvenate for their upcoming adventures (Rasika, Ritu & Puneet 2015; Chauhan, Shukla & Negi).
In recent years, travelers have expressed a preference for streamlined check-in processes that allow them to head directly to their rooms rather than waiting at reception (Cheong, 2017) Traditional key cards can lead to guest dissatisfaction due to issues such as door lock malfunctions and demagnetization (Torres, 2018), which necessitate assistance from hotel staff and can be frustrating for vacationers and business travelers alike (Sriyam, 2010) Furthermore, the vulnerability of plastic key cards to theft and hacking poses significant security risks for guests (Adam, n.d.) To enhance security, hotels must address various threats, including crime and natural disasters, while balancing strict measures with self-service options (Chauhan, Shukla & Negi, 2018; Duo, n.d.) Despite advancements in technology that offer more efficient check-in experiences globally, some hotels in Vietnam, such as the InterContinental Saigon, continue to rely on traditional methods, highlighting a gap in service modernization.
Though the InterContinental Saigon Hotel & Residences is well-known for its luxury outlook and superior quality that helped it be chosen as Vietnam’s Leading Hotel in 2018 (InterContinental Saigon
Despite its reputation as a luxury hotel, InterContinental's technology remains somewhat outdated, as guests still have to wait in line at the front desk for check-in and paperwork to obtain their room key cards However, loyal guests with IHG Club membership can enjoy a streamlined check-in process by using a designated kiosk, allowing them immediate access to their rooms While this premium benefit enhances the experience for members, it creates a disparity for new guests without membership, potentially pressuring them to enroll in the IHG program.
Traditional magnetic key card locks are insecure because they do not verify the identity of the room's owner, which can lead to theft and compromise guest safety if key cards are lost.
Inconvenience of Temperature Controller
Experience is the primary product that the tourism and hospitality sector aims to provide, as highlighted by Harkison, Hemmington, and Hyde (2018) To enhance guest satisfaction, hotels should offer extensive self-service control over room amenities like lighting, air conditioning, and water temperature (Nasoz, 2011) This customization allows guests to tailor their environment to their preferences, significantly improving their stay Room temperature plays a crucial role in influencing emotional well-being, making it a vital aspect of the guest experience (Thammanoon, Veerapol & Sirichai, 2010) Furthermore, hotels that incorporate modern, high-tech features in their rooms tend to see higher guest satisfaction, as visitors are often intrigued by advanced technologies, such as touch-screen controls In fact, in-room temperature controllers are among the first technologies guests engage with upon arrival (Murat, Katerina & Cihan, 2011) While 67.3% of luxury hotels in Vietnam are adopting high-tech amenities (Grant Thornton, 2019), the InterContinental Saigon still utilizes a conventional manual fan coil temperature controller in its service rooms.
InterContinental Saigon, despite its reputation as a luxurious hotel, faces significant issues with its outdated temperature controllers, which are basic, non-programmable thermostats poorly positioned near the room entrance This design is inconvenient for guests, as it limits their ability to adjust the temperature easily, especially when it should be readily accessible near the bed The current thermostats not only lead to higher energy bills but also lack essential features such as automatic adjustment and detailed HVAC information, negatively impacting guest comfort and sleep quality Upgrading to modern smart thermostats is crucial for enhancing the guest experience at InterContinental Saigon, making it essential to prioritize this initiative for improved accessibility and satisfaction.
Inflexibility of Outdated Telephone System
Effective communication is vital in the hospitality industry, facilitating the exchange of messages through various channels, including face-to-face interactions and digital platforms like emails and social media (Seyitoglu & Yuzbasioglu, 2015) A robust communication system is essential for customer engagement, with the telephone system being a key component in delivering high-quality service (Samoszuk, n.d.) Many hotels have transitioned from traditional telephone systems to advanced technologies like PBX and VoIP to enhance guest experiences (Turner, 2019) However, notable establishments such as the InterContinental Saigon Hotel in Ho Chi Minh City continue to rely on traditional communication methods.
The InterContinental Saigon Hotel positions itself as the premier lodging choice for tourists in Vietnam; however, its outdated iPECs telephone system hampers guest experience by limiting flexibility and personalization Guests must physically move to the nightstand to use the phone, which is inconvenient and time-consuming While the system offers essential service buttons for requests, it fails to meet the modern demands of travelers, contributing to a growing disconnect between customer expectations and the hotel's offerings Today's guests are increasingly willing to invest in advanced communication technology, such as voicemail, mobile check-in, and auto attendant features, which are currently lacking at the hotel To enhance guest satisfaction and remain competitive, InterContinental Saigon Hotel must innovate its telecommunications infrastructure.
The undeniable influence of mobile devices is reshaping guest expectations across various industries, including hospitality (Varan et al., 2013; Sheivachman, 2012) As tourists are frequently on the move, mobile services have become an ideal solution for the tourism and hospitality sectors, facilitating travel experiences and enhancing service development (Brunner-Sperdin & Peters, 2009; Carlsson & Walden, 2005) According to Keen and Mackintosh (2001), mobile devices offer freedom, which not only provides a greater range of choices but also has the potential to revolutionize hospitality operations through expansion and collaboration.
The InterContinental Hotel Saigon should implement technological innovations in three key areas: temperature control, telephone systems, and check-in security By integrating mobile innovations within a budget, the hotel can enhance guest experiences through two options: personal devices using a dedicated app and in-room tablets These tablets will allow guests to manage essential room functions, such as lighting and temperature, potentially reducing energy costs by 20 to 45 percent (DePinto 2016) To further enrich the guest experience, personalized services will be offered through smartphones or iPads in each room, appealing to tech-savvy visitors (Rossi 2015) while replacing outdated telephone systems Additionally, guests can utilize their smartphones as key cards for room access and a streamlined check-in process, improving security (Torres 2018) This comprehensive approach addresses all three areas effectively through mobile technology.
Check-in and Security
Mobile key technology, or keyless room entry, leverages innovative smartphone applications to enhance self-service check-in and security in hotels Popular applications like Zest, The Ritz-Carlton, and Marriott Hotels enable guests to download their respective apps through Online Travel Agents to confirm bookings and access their rooms directly via Bluetooth This system integrates smart lock installations that connect to guests' smartphones, streamlining the check-in process Furthermore, the cloud-based data management of this keyless entry system organizes guest travel plans and interactions, such as room selections and payment monitoring, while ensuring enhanced security through individual guest registration This technology not only improves the overall guest experience but also provides immediate updates on upgrades and privacy notifications.
The mobile guest check-in system "StarWalker," first introduced by the Sheraton Hotel in Parsippany, NJ, marked a significant advancement in hospitality technology (Clarsson & Walden 2005) Developed by Galaxy Hotel Systems in collaboration with IBM and Computerized Security Systems, among others, this innovative solution aimed to enhance guest experience (Hospitality Net 2001) Hilton Worldwide has since expanded on this concept with its HHonors application, allowing members to check in, select preferred room styles, and access their rooms via smartphones instead of traditional key cards Recently, Dana Shefsky, Hilton’s director of digital product innovation, announced the integration of Google Maps and Uber into the app, providing guests with valuable insights into the hotel’s surroundings and potential room views (Hertzfeld).
2016) Virgin Hotel’s latest mobile app called LUCY, provided users with multifunctional features working as a remote control and freely adjust their room equipment beside check-in or room entry c Budget
Implementing a mobile keyless entry system significantly reduces renovation costs by utilizing guests' smartphones for access, eliminating the need for hotel-provided keys (Torres 2018) This system not only lowers labor expenses while maintaining efficiency (Avery 2008), but also necessitates the installation of smart locks in each guest room and the acquisition of mobile check-in applications from Online Travel Agencies, alongside a cloud-based guest data management system For instance, the August Smart Lock, released in 2014, retailed for $250 per lock (TechCrunch 2014) Despite the substantial initial investment in such technology, it is essential to consider the long-term benefits in customer relationships and potential profit returns.
Temperature Control and Telephone System
a Personalized iPad and Smartphone Availability
Personalized smartphones and tablets are transitioning from niche products to mainstream essentials, significantly impacting the hospitality industry as global travel continues to rise, leading to heightened traveler expectations (Weiss, 2018; Jacobs, 2014) Today’s guests demand increased connectivity, personalization, and control during their travels, posing a challenge for hoteliers (The Caterer, 2015) Utilizing Internet of Things (IoT) technology, platforms like SmartRacks and CytexOne, integrated with cloud-based systems, enable smart appliances that enhance guest experiences while reducing operational costs (Venture Pact, n.d.; Connected World, 2015) With devices such as Handy smartphones, hotel guests can manage room settings and access local information seamlessly (Tokyo Dome Hotel, n.d.) To address the limitations of traditional systems, replacing manual controls with multifunctional smart tablets in guest rooms is recommended The InterContinental Saigon Hotel is encouraged to lead in Vietnam by implementing a high-tech room platform that caters to the unique needs of each guest through personalized iPads and smartphones.
The hospitality industry has seen a significant shift towards mobile technology, with many hotel chains and individual properties launching applications to enhance guest experiences In 2009, Intelity introduced the first mobile application for guest services, marking a pivotal moment in hotel management The following year, The Plaza in New York City became the first hotel to offer in-room iPads, setting a new standard for hospitality technology This trend continued with the Eccleston Square Hotel in London, which equipped every room with an iPad to control various amenities and provide information about the hotel and its surroundings In 2018, Hilton further advanced this concept with its Connected Room, allowing guests to use their smartphones to manage lighting, temperature, and TV programming through the Hilton Honors App, thus personalizing their stay while optimizing energy management.
Implementing this project will incur significant costs, primarily due to the development of a program that integrates temperature controllers, lighting systems, and other hotel management tools accessible via in-room tablets Recommended devices include the Fire HD 10 Tablet and the Apple iPad mini, both priced around $150 to $160, which offer lightweight designs and robust performance However, the overall expense will largely depend on the extent of equipment the hotel wishes to connect Alternatively, IHS could adopt a solution similar to Hilton's, allowing guests to control their room settings through a mobile app, which would reduce costs related to in-room tablets but necessitate investment in app development and functionality assurance tailored to the Intercontinental Saigon Hotel's specific needs.
Risk Management
One of the primary concerns when implementing in-room and check-in tablets is the risk of theft or damage, with over 40% of data breaches stemming from lost or stolen devices (Network World, 2015) To address this issue, the ClickSafe & Pushlock secure locking technology from the Ergonomic Solutions Group offers a practical solution This technology transforms any desktop or tablet stand into a secure locking mount or enclosure, which can also be integrated with charging cables, ensuring devices remain charged and stationary while minimizing the risk of loss Additionally, this setup promotes greater mobility for users both inside and outside of their rooms.
Mobility is a key factor driving customers to use in-room tablets, allowing them to adjust settings like temperature and lighting both inside and outside their rooms However, this raises the question of whether in-room tablets are the best solution, as they may be more suitable for check-in purposes To enhance device management and security, I recommend that ISH implement SOTI and its MobiControl suite This solution will provide centralized management for device deployment, tracking, lockdown, and software upgrades, ensuring that data on our tablets remains secure By utilizing SOTI’s technology, our tablets can operate in 'kiosk' mode, preventing guests from exiting the hotel application, thus enhancing security and control over tablet usage This approach is already favored by many high-tech hotels, including the renowned Peninsula Hotels group.
To enhance security for hotel applications used on guests' devices, hotels must implement solutions to prevent account breaches Reports from Hilton Honor members on FlyerTalk Forum (2014) highlight instances of cybercriminals emptying loyalty accounts by guessing 4-digit PINs, which have only 10,000 possible combinations (Math Planet n.d.) To safeguard against such theft, hotels should provide additional security measures, including multi-factor authentication options like Google’s Authenticator mobile app or Security Keys (Kreb 2014).
The rapid advancement of technology significantly influences the behaviors of hotel guests, enhancing customer engagement and control while improving hotel security, ultimately leading to greater customer satisfaction To remain competitive in the hospitality industry, particularly in a challenging market like that faced by the Intercontinental Saigon Hotel, it is essential to implement effective technology investment strategies However, the hotel currently experiences operational challenges due to a lack of technological solutions, which hinders the upgrading of products and services necessary for improving customer care and increasing technology acceptance.
To enhance customer experience at the hotel, three key areas require modernization: the check-in system, temperature controller, and telephone system The current check-in process relies on a traditional magnetic key card, compromising guest safety and personalization Additionally, the outdated temperature controller and telephone system offer limited convenience and flexibility, detracting from the overall guest experience These shortcomings contribute to lower satisfaction rates, as guests feel a lack of self-control over their environment.
To enhance hotel operations through refurbishment, it is recommended to adopt mobile-based technology, reflecting the growing trend of mobile usage Implementing a mobile check-in application can significantly personalize the guest experience while streamlining the check-in process Additionally, integrating temperature control and telephone systems into smart, personalized iPads can improve service delivery and communication The proposal includes budget considerations and addresses managerial implications, aiming to minimize risks and unexpected errors associated with these new technologies.
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