Guest satisfaction and the importance of in-room entertainment

The ongoing evolution of technology has significantly transformed the way people access entertainment. This has necessarily had quite an impact on the choices hoteliers offer guests for in-room entertainment. Hotels are now compelled to provide guests with a more sophisticated in-room entertainment experience, offering easy access to the varied content consumers want. Guests want similar — or better — entertainment options than they enjoy at home.

Forbes reports that an overwhelming 99% of U.S. households now subscribe to at least one or more streaming services. On average, that same survey found that Americans pay for 2.9 streaming services each month, and 90 million of us pay for music streaming services.

The good news is, according to the Hotel Management Network, “New technology is levelling the playing field in the hospitality industry. Even budget-friendly hotels can now provide advanced in-room entertainment features.” These upgrades to in-room entertainment significantly enhance the guest experience, as guests can access their preferred streaming content seamlessly, without having to learn a whole new lineup of unfamiliar TV channels.

Deploying a modern, branded and content rich in-room entertainment (IRE) experience provides guests with frictionless viewing enjoyment. This in turn enables hotels to create a more engaging guest experience that simultaneously promotes the hotel’s brand.

However, improving the guest experience is only the beginning of what in-room entertainment can provide hoteliers. The best solutions can also enhance communication, provide contactless services and drive brand equity. Hoteliers can create a branded, unified experience with a welcome page that features property logos and photos, as well as personalized messages for guests. Guests can view hotel charges, use express checkout, and reserve amenities like valet, dry cleaning and in-room dining, all from their TV — which can help to drive guest spending and ultimately revenue per available room (RevPAR).

In fact, 72.6% of guests are likely to return to a hotel if it provides advanced technology for in-room entertainment. Hotels are seeking partners that can deliver the content guests love in cost-efficient and flexible ways. 

What to look for in an in-room entertainment solution

Easy access to streaming content is essential, but equally important is providing guests with traditional TV programming that provides local and national news, live sports and the latest Hollywood movies. Even in this era of streaming video and music, some travelers still look for a wide selection of traditional programming options. The option to access streaming services — without downloading apps — is important. In-room entertainment solutions that are not comprehensive, or do not offer frictionless streaming and casting can limit opportunities to drive guest satisfaction, loyalty and more bookings overall.

Hoteliers should not overlook branding and revenue opportunities within the in-room entertainment solution. Branding opportunities offer hotels the ability to provide a consistent experience for every guest, across multiple properties. Consistent branding increases guest retention and brand loyalty, maximizing return on investment (ROI). 

Scalability and flexibility are important characteristics of the overall technology infrastructure behind in-room entertainment, too. Because technology changes quickly, hoteliers should choose a provider and solution that is flexible enough to swiftly add or modify technology offerings, or offer alternative options in various locations, all in a variety of network environments. 

There are many options to consider with IRE solutions, such as solutions that allow casting, but offering guests the most seamless experience possible is considered ideal. Solutions like Moviebeam enhance the overall in-room experience with interactive technology and applications designed around convenience. TV Streaming Access with ROOMNET™ allows guests access to any streaming app in the Apple app store to watch content to which they are subscribed on the in-room TV.

Finally, the right solution will standardize the guest experience across multiple properties. This offers cost-saving and branding advantages: the overlapping or redundant costs of using multiple source providers at different properties can stack up, and guests are more likely to return to properties that offer predictable high-quality experiences. Standardizing the HDTV experience and associated branding across your properties ensures compatibility and quality control. 

How Spectrum Enterprise can help

Overall, 71% of hotel operators agree that guests perceive guest-facing technologies as empowering, according to Hospitality Technology. Investing in technology to meet these expectations is vital to creating five-star guest experiences that maximize revenue, increase traffic to hotel amenities and foster guest loyalty that spurs repeat visits.

You can bring your guests a truly immersive in-room experience with HDTV — including custom content, on-demand programming, video streaming and casting of personal content. With a wide channel selection and several delivery platform options to choose from, you’ll keep people entertained and informed throughout your property.

Check out our in-room entertainment options for hoteliers, and then find out more about why Spectrum Enterprise provides technology solutions to over 95% of the top hotel brands in the US.

Going to The Hospitality Show 2024 in San Antonio?

Make an appointment to meet with us at #THS24. We’d love to share some insight about in-room entertainment and get your perspective on hospitality technology issues as well.