Making Your Guests More Comfortable: Advantages of AV in Hospitality
Edited by the Tierney Marketing team, December 2019
At Premier Inn’s HUB chain of hotels, guests check in at tablet-based kiosks or via the HUB app. In the lobby space, they encounter a welcome wall with travel updates and a live news feed. Rather than a shambling rack of brochures, visitors use an interactive touch screen with interactive maps, details about the hotel, local points of interest, restaurant recommendations, and theatre guides. Their stay is guided from the lobby, lounge, and elevator right to their rooms with interactive tablets, video displays and a wide range of digital messaging. It is AV as a night clerk, a source of entertainment, and concierge -everything but bellhop service!
Such is the expanding role of AV in the hospitality industry. With a growing trend of AV guiding on-site customer journeys, the hospitality industry is poised to be right on the cutting edge of this trend. Tierney can play a major role in delivering on an AV-driven positive customer experience.
Here are some things we discuss at Tierney with our customers when considering advantages of AV in hospitality:
1. Aesthetics are Important
They always are, but the hospitality industry is often about trying to convey a sense of aspirational luxury and design sensibility -a “better than home” experience. So when it comes to AV integration, we’re talking about a more nuanced approach than just slapping up a screen in a high traffic area.
For instance, At the Westport Social, a 13,000-square-foot bar and gaming lounge in St. Louis, Missouri, instead of walls cluttered with multiple TVs, the owners tried something a bit different. The main bar has 20-foot ceilings, so the owners installed three 16-foot-long by 9-foot-tall LED video displays that are clearly visible throughout the room. No clutter, high visibility for all patrons, and no one is missing out on the action. This creates a customer experience that exceeds customer expectation.
Tierney has learned that some things in hospitality, like the personal touch, are timeless. Along with turndown service, and a warm cookie or cold beverage at check-in, personal touch can also be fostered via advanced AV technology from Tierney. How about creating an Instagramable background using your video wall along with static components? Whatever the hook, Tierney’s goal is to create unique experiences that let your customers know you value them and want them to have the time of their lives.
Audio is another sometimes overlooked component of customer experience in the hospitality industry. You may think of it as background noise in the form of music or sports bar commentary, but the demand Tierney sees for quality audio has been on the increase in recent years. Guests don’t want to be distracted by static or otherwise bad audio quality, so the “A” in AV is of particular importance as Tierney considers how to best serve our customers.
It’s a pretty simple equation. In the world of hospitality, the better, more aesthetically pleasing, seamless and personal you can integrate AV into the overall customer experience, the greater the advantage your hospitality clients will have in their markets.