{"id":37926,"date":"2018-08-13T10:00:35","date_gmt":"2018-08-13T09:00:35","guid":{"rendered":"https:\/\/www.luxury-hotel-expert.com\/?p=37926"},"modified":"2025-03-24T22:01:50","modified_gmt":"2025-03-24T22:01:50","slug":"digital-technology-peninsula-hotels","status":"publish","type":"post","link":"https:\/\/delporte-hospitality.com\/en\/digital-technology-peninsula-hotels\/","title":{"rendered":"Digital Technology at Peninsula Hotels"},"content":{"rendered":"

I attended the 2017 edition of the ILTM Conference in Cannes. Over the course of the program, I sought out numerous hoteliers and hospitality experts to discover the latest emerging themes and challenges in the luxury hotel industry.<\/p>\n

One theme that has fascinated me over the years is the subject of digital technology. It is a controversial term in the luxury hotel universe, which has traditionally centered around human touch and would thus ostensibly resist the digitalization of the unique service that defines luxury hospitality.<\/p>\n

During the conference, I was eager to discover how different brands chose to approach the issue of digital technology. Below you will find my interview on the subject with Mark Kobayashi, Vice President of Marketing for Peninsula Hotels. The Peninsula in particular surprised me with an unusual piece of technology that they offer in their guest bathrooms: nail-drying appliances for women. Naturally, I was eager to see what other technologies they had in store.<\/p>\n

What is your vision of digital technology in terms of guest experience?<\/strong><\/h2>\n

We have a research and development team that\u2019s always looking to update or make the next generation of technology in our guest rooms. The Istanbul and London properties will have the next phase of that for our company. It may be an extension of the tablets that are already in there. It may be televisions inside of mirrors that you can move down. The next hotel openings will be the next evolution of our technology for our company.<\/p>\n

What we find in everyday life here as technology, we\u2019re trying to adapt it and make it part of your technology. For instance, not that we\u2019re implementing it, but you have Google Assistance at home. The story that I have is that this kind of technology is becoming part of everyday life, so you\u2019re expecting it to become part of everyday life. If you use Google Assistance to switch off a light at home, why wouldn\u2019t it be the way that you\u2019re doing it when you travel?<\/p>\n

What we always have in the back of our mind is that you should be able to enjoy what you do at home just as if you\u2019re traveling abroad. Sometimes I think the technology is so fast in the way it\u2019s being developed. For a while, it was almost to the point where when you came to our hotels, the technology was what you wanted to take back to your homes. Right now, I think this speed is changing and affecting the way we keep up with technology. For instance, you have the home vacuum cleaner that comes out to do your vacuum when you\u2019re not home. Maybe it could be as simple as that. We\u2019ll continue from a digital transformation or implementation. Our company will always invest in that area. You\u2019ll continue to see our products being the most innovative when it comes to the market because we\u2019re actually developing technology that is meant for the room. We\u2019re not simply taking technology that exists and just putting it into the room because it doesn\u2019t always work that way.<\/p>\n

Today is it possible to book room service in the room from the tablets?<\/strong><\/h2>\n

In some of the properties, yes. Our older properties will transition over the technology In the Istanbul and London properties, you might be able to do more than just order. Who knows? In 3 years, who knows what technology will be? So there are lots of possibilities.<\/p>\n

Would you say you are the only brand to work on technology?<\/strong><\/h2>\n

I would say that in terms of true investing, it\u2019s like a Think Lab. It\u2019s like Silicon Valley in Hong Kong. It\u2019s an existing team outside of our office spaces. They\u2019re playing with things, they\u2019re thinking of things, they\u2019re trying things. If it\u2019s practical or not in the guest rooms, then we make a decision.<\/p>\n

What are your biggest challenges today as a hotel group?<\/strong><\/h2>\n

As with any other hotel group, we\u2019re looking at the best possible way to engage with our guest from a digital technology point. How do you consume information? How do you book things? What are you comfortable with? For us, it\u2019s about being able to customize and be able to speak to you however you wish to be spoken to, whether it\u2019s by a letter, by an email, or by a messenger system. I think we continue to be challenged by that. At the end of the day, in the hotel business, it\u2019s all about providing a bed, a room, a safe environment, and a memorable stay while you\u2019re with us. It\u2019s always something that we register. We\u2019re always using these buzz words like \u2018experiences\u2019, but at the end of the day, it\u2019s really that memory that you walk away with. It could be as basic as having a great conversation with a staff member on your way out and thinking to yourself, \u201cThat was really memorable.\u201d<\/p>\n

#ILTM #luxuryHotel #delportehospitality<\/p>\n

\"\"
Peninsula New York – Room<\/figcaption><\/figure>\n","protected":false},"excerpt":{"rendered":"

I attended the 2017 edition of the ILTM Conference in Cannes. Over the course of the program, I sought out numerous hoteliers and hospitality experts to discover the latest emerging themes and challenges in the luxury hotel industry. One theme that has fascinated me over the years is the subject of digital technology. 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