STUDY FINDS MOBILITY IS COMPETITIVE DIFFERENTIATOR FOR HOSPITALITY INDUSTRY
A recent Motorola Inc. study uncovered that mobile and wireless technologies are top of mind for hospitality decision makers—playing a pivotal role in creating a symbiotic relationship between establishments and customers.
The Motorola Enterprise Mobility Solutions Hospitality Barometer discovered that 82 percent of respondents reported an increasing importance of mobility within their organization in 2009 to help drive revenue and improve the customer experience. And more than 60 percent of hospitality decision makers believe these technologies are providing consistent service and competitive advantage.
The Motorola Hospitality Barometer surveyed approximately 468 hospitality decision makers globally—representing a broad spectrum of establishments including bars, restaurants, hotels, resorts and conference centers. Respondents agreed that increased productivity, revenue generating opportunities and cost savings initiatives are driving IT investments in mobility.
Nearly half of the survey respondents reported a boost in customer satisfaction; 27 percent cited an increase in per-guest average spend; and one quarter identified a rise in inventory accuracy as a result of implementing a mobility strategy.
“Hospitality IT decision makers have made it clear that mobility is no longer an option but a necessity to survive in an increasingly competitive market,” says Frank Riso, senior director of retail, Motorola Enterprise Mobility Solutions, Holtsville, NY. “And with seven in 10 decision makers viewing mobility as a downtime conversion tool—Motorola’s hospitality barometer indicates that the mobilization of key applications enables organizations to save or recover a daily average of 44 minutes per employee.”
As the industry matures, new technologies will continue to emerge and will provide an even greater impact on how hospitality decision makers run their businesses. In the next five years, 53 percent of survey respondents believe wireless ordering and reservation technologies will provide the greatest impact on the hospitality industry.
“With a focus on revolutionizing the customer experience, empowering our wait staff with the right tools has been a priority since the inception of City Winery,” says Michael Dorf, founder and chief executive officer, City Winery, New York. “As we recognize the value of mobility, we look for new ways to leverage our Motorola mobile computers. Moving forward, we will mobilize our ‘Vinophile’ customer loyalty program, setting a new bar for customer service within a hospitality establishment.”