From the moment guests walk through the front door up until they check out, hotel operators go above and beyond to create an enhanced customer experience. As the hotel industry thrives on providing excellent guest services, hotel staff have been trained to personally attend to the needs of their guests.

Customer service is key to achieving excellence and providing a superior experience. But how does this customer service look in the face of digitization?

In an ever-competitive marketplace, how are hotel operators adopting emerging technologies to be the differentiator when it comes to customer service and experience?  One of the ways they hotels are embracing digitization and enhancing customer experience is by embracing professional audio-visual system strategies to enhance the hotel customer experience.

Bearing this in mind, let’s examine three audio-visual strategies that innovate and transform the hotel customer experience.

1.  Integrated AV Services

Technology is all about human empowerment. It’s about allowing hotel guests as much control over their hotel experience. Technology should serve to adapt to specific needs of every guest that checks into a hotel.

Integrated AV systems are all about enhancing the in-room guest experience. It’s integrated security, interactive technology, and automation of control systems. Integrated AV solutions include smartphone or tablet control to transform the in-room experience into a connectivity hub.

What better way to deliver enhanced customer experience than by allowing guests to interact with in-room amenities right at their fingertips?

ARIA Resort & Casino in Las Vegas enables their guests with the power of touch. Not only can they control climate, “Do Not Disturb” notifications, and automate curtain control, but they can also request room service and spa & salon treatments through a smartphone or tablet.

In an era of growing personalization, the seamless, integrated in-room experience ensures guests get the most out of their stay, improving the art of customer service elegance.

2.  Intelligent Lighting Systems

AV strategies to enhance the customer experience is no longer purely driven by financial purposes. They are now also motivated by social causes. As guests become more socially and environmentally conscious, many seek out ‘eco-friendly’ hotels.

As such, many hotels in partnership with audio-visual lighting companies have employed energy-efficient management techniques, from energy-efficient windows to intelligent lighting systems. The latter drives personalization in guest experience. Intelligent lighting systems employ sensors that detect guest occupancy and creates ambient ‘mood lighting.’

This makes it easy for guests not only reduce energy waste but also effortlessly transforms any room into its desired setting. It can serve to liven up a room and even inspire a specific mood. A fully-programmable lighting system creates a transformative atmosphere that attracts repeat customers.

3.  Acoustic Design and Noise Management

Space, environment, and room acoustics all come into play when designing hotel rooms. No guest wants to stay in a hotel if their room is presented with inefficient noise management and poor acoustic design.

Hotels must take great care to include acoustical separation of guest suites and even conference rooms from amenity areas such as fitness and aquatic centers and mechanical zones.

Hotels must also employ AV solutions to mitigate environmental noise from roads, rails, and air transport.

Few things ruin a guest’s experience like noise. In today’s inclusion of social media, a disgruntled guest is more than just an unhappy customer. A single, unhappy guest can ruin a brand’s online reputation, causing the hotel to potentially lose more customers in the long run.

Beyond external environmental factors, in-room acoustic design must also be considered Entertainment features and sound masking must be considered when designed the acoustical performance of in-room experiences. Utilizing a tailored audio-visual strategy creates an aesthetically pleasing and calming environment.

This ensures guests feel relaxed and comfortable, allowing them to enjoy their stay. In turn, this will encourage them to return in the future.

The application of audio-visual strategies is especially useful for enhancing the guest experience. Not only is it especially useful when reinforcing the essence of hospitality, but AV solutions also elevate the customer experience. With technology rapidly becoming a means to differentiate hotels from their competitors, employing such audio-visual strategies ensure hotels evolve to adopt an integrated AV solution that’s customer-centric.

Joe Chidiac

Joe Chidiac, Managing Partner of Pulse Middle East, specializes in audio visual and lighting system integration with a 12-year track record of leading in large-scale projects in the Middle East. Mr. Chidiac holds a BA in sound engineering and music technology and moved to the Middle East right after his graduation.