More than half of hospitality organizations that have deployed mobile technologies say customer satisfaction has improved as a result.
Information technology spending in the hospitality industry is expected to increase in 2011, with guest experience cited as the top driver for investment. About 56% hospitality organizations plan to raise mobile investments to better equip their workforces, improve operational efficiencies and enhance the customer experience, according to a survey by Motorola Solutions Inc.
The Motorola study finds that 91% of hospitality decision makers realize the increasing importance of mobile and wireless technology, while 78% recognize the role mobility plays in ensuring a competitive advantage for their business. The majority—58%—Fifty- of hospitality organizations deploying mobile technology report improved customer satisfaction.
In fact, improved guest experience is the top driver for mobility investments, cited by 76% percent of hospitality industry personnel surveyed. Industry decision-makers are investing in mobile technologies to support customer-facing applications that improve guest services by handling wireless email, check-in, tableside ordering or event ticketing, among others.
Three in five respondents (61%) plan to deploy some form of video capabilities in common areas such as lobbies, including video surveillance, video conferencing and streaming video. Of hospitality organizations already deploying mobile and wireless technology, 59% have witnessed an increase in employee productivity and efficiency, while 55% have seen improved sales results.
Managers, security personnel and customer service associates are the primary users of mobile and wireless devices in the hospitality companies surveyed, with 71% of supervisors using smartphones, 52% of security using radios, 19% of ticketing agents equipped with voice-over-IP devices and 26% of property managers using tablets.
Three-quarters of hospitality organizations surveyed already have wireless LAN installed in their facilities. In North America, approximately one-third of these venues have 802.11n, while Europe venues predominately have 802.11b/g.
Motorola Solutions' 2011 Hospitality Market Barometer uses the results of surveys conducted in the fourth quarter of 2010 from 161 qualifying respondents across North America and Europe. The invitation-only surveys were completed online by Research Now, a third-party provider of business and IT decision-makers.
Information technology spending in the hospitality industry is expected to increase in 2011, with guest experience cited as the top driver for investment. About 56% hospitality organizations plan to raise mobile investments to better equip their workforces, improve operational efficiencies and enhance the customer experience, according to a survey by Motorola Solutions Inc.
The Motorola study finds that 91% of hospitality decision makers realize the increasing importance of mobile and wireless technology, while 78% recognize the role mobility plays in ensuring a competitive advantage for their business. The majority—58%—Fifty- of hospitality organizations deploying mobile technology report improved customer satisfaction.
In fact, improved guest experience is the top driver for mobility investments, cited by 76% percent of hospitality industry personnel surveyed. Industry decision-makers are investing in mobile technologies to support customer-facing applications that improve guest services by handling wireless email, check-in, tableside ordering or event ticketing, among others.
Three in five respondents (61%) plan to deploy some form of video capabilities in common areas such as lobbies, including video surveillance, video conferencing and streaming video. Of hospitality organizations already deploying mobile and wireless technology, 59% have witnessed an increase in employee productivity and efficiency, while 55% have seen improved sales results.
Managers, security personnel and customer service associates are the primary users of mobile and wireless devices in the hospitality companies surveyed, with 71% of supervisors using smartphones, 52% of security using radios, 19% of ticketing agents equipped with voice-over-IP devices and 26% of property managers using tablets.
Three-quarters of hospitality organizations surveyed already have wireless LAN installed in their facilities. In North America, approximately one-third of these venues have 802.11n, while Europe venues predominately have 802.11b/g.
Motorola Solutions' 2011 Hospitality Market Barometer uses the results of surveys conducted in the fourth quarter of 2010 from 161 qualifying respondents across North America and Europe. The invitation-only surveys were completed online by Research Now, a third-party provider of business and IT decision-makers.