While speaking to a collegue about how this years budget process was coming along it was mentioned that the new wireless infrastructure was removed from the budget. The rationale was that the owner company did not think it was an important item and that wireless would not be utilized by guests in the future because of other upcoming technologies.
Interesting observation. But wireless infrastructure is more than just a guest convenience. If looked at strategically, wireless is more of an administrative tool that should be utilized to provide a higher level of Customer Service.
Wireless infrastructure can be used as the backbone for communications devices (replacing outdated pagers and radios with more data centric handheld units), allows the fast deployment of devices and services that are wirelessly enabled (environmental controls, private bars, door locks, surveillance cameras, wireless check-in), also allows realtime monitoring and alerting of these devices and services to ensure that a room is in order before a guest checks in and while they are in-house, as well automated distribution of alert messages to staff based on their role (when combined with Guest Response systems) provides a proactive approach to Customer Service.
I do agree that Guests will move to other wireless technologies in the next few years, technologies such as WiMax will provide enough bandwidth for guests to do their work and watch tv/movies without utilizing a hotel service. I, for one haven't used hotel wireless for over a year. However, after spending many years in the hotel industry as an IT and Regional IT Director, there is no doubt that the potential efficiencies that can be achieved by properly implementing a secure wireless infrastructure in a hotel for administrative purposes alone with a goal of improving Customer Service is worth it's weight in gold.
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