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Keeping Up with
the Ever-Changing
Business Center
February 4, 2015
Brought to you by
www.elevenwireless.com
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Today’s Agenda
Coleen Carey | VP, Marketing
• Top trends transforming
business travel today
• Finding opportunity in the
challenges of the trends
• Tips for turning your business
center into a profit center
• Best practices for removing the
pain point of the biz center
• 3 ways to find dollars in the
business travel trends
• Q&A
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Source:
http://www.computerworld.com/ar
ticle/2692619/gartner-lays-out-its-
top-10-tech-trends-for-2015.html
"Computing Everywhere” is the #1 trend for 2015 according to
Gartner, meaning ubiquitous access
to computing capabilities.
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Top 3 Trends Transforming Business Travel
1. Egencia Mobile Index
2. USA Today Article by Barb
DeLollis
3. Smartbrief Trends Report
4. AP’s The Big Story article
5. Social Media Today Article 2013
6. Global Business Travel Assoc. report
MOBILE IS
EVERYWHERE
of business travellers bring
at least one mobile device
on their trips 1
97%
the first year the number of
travelers carrying laptops
DECREASED 2
2013
“BLEISURE”
TRAVEL
54%
(or half of) Sheraton® guests
utilize the lobby computers
every year 4
15.1 million
of 18-30 year-olds in North
America bring a significant
other on a business trip 5
RISE OF THE
SILENT TRAVELER
guests prefer automated
services, like house-keeping
requests 3
9
of guests chose iPad check-
in at Hyatt Union Square 3
40%
out of 10
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
CONNECTIVITYAt the heart of all these trends is
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Mobile is not really a trend anymore; it’s everywhere.
• Challenges
o Keeping up with rise in mobile usage without
o Adapting to the changed need for guest computers
• Opportunities
o Offer secure mobile printing options
o Temporary computing for guests
o Equip your lobby with lots of plugins
TREND #1: MOBILE
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Engaging these guests is tricky, but not impossible.
• Challenges
o Connecting without traditional touchpoints
o Maximizing existing technology
• Opportunities
o Leverage computers as a guest touchpoint
o Engage guests with your brand on login screens
o Promote for-pay amenities on the landing page
TREND #2: THE SILENT TRAVELLER
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
The business center is not just for business anymore.
• Challenges
o Meeting diverse lobby needs of guests
o Keeping traditional functions intact
• Opportunities
o Move computers into the lobby (or close by)
o Do away with windowless non-social business centers
TREND #3: BLEISURE TRAVEL
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
How can you
deliver a great
guest experience
and recoup costs?
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Increased
Security
Branded
Experience
Premium
Hardware
Custom
Content
From Cost Center to Profit Center
Perceived Value & Promoting For-pay Amenities
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
• Offer free boarding pass printing to increase guest satisfaction
• Consider charging for computer use & prints to recoup costs
• Consider charging for hotel visitors vs. hotel guests
This data is based on sample set of ElevenGC users who charge for guest computer use.
From Cost Center to Profit Center
Rules of Thumb for Computer & Printing Fees
$6.38 $1.57 $0.67Average price
per ~15 minute
time block
Average price for
a color print
Average price for
a B&W print
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
$55kannual guest
computing
revenue
$7.50price for 15
minutes of
computer use
Hotel Profile #1
Room Count: 600
Location: NYC
Setup: 4 computers
and 2 printers
80,415minutes spent by
guests using the
computers
$1.50price for a
color print
Data based on actual numbers from an ElevenGC customer from 9/1/13 through 9/30/14
358%annual ROI
(break-even in
month 3)
$0.50price for a black
& white print
By the numbers…
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
$5.8kannual guest
computing
revenue
$5.95price for 15
minutes of
computer use
Hotel Profile #2
Room Count: 201
Location: San Fran
Setup: 3 computers
and 1 printer
80,415minutes spent by
guests using the
computers
$1.49price for a
color print
Data based on actual numbers from an ElevenGC customer from 9/1/13 through 9/30/14
81%annual ROI
(break-even in
month 8)
$0.49price for a black
& white print
By the numbers…
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
The Other Part of the Equation: Remove the Pain Point
Deliver a Five-star Guest Experience
• Increase guest satisfaction and loyalty (esp. biz travellers)
• Differentiate yourself from hotel down the street
• Avoid negative online reviews like this one:
“There is no business center (bad)... fax and copying services are behind the
front desk in another room and not available… since I couldn't hook up my
computer directly to a printer, my staff finally just faxed a sensitive document
to their fax machine while I stood and waited for it, then I signed it and waited
again while they faxed it back to my company. Not an ideal situation…”
TripAdvisor Reveiewer
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
The Other Part of the Equation: Remove the Pain Point
Protect Your Guests & Reduce Threats
• A few things a self-managed public computer needs:
o Anti-virus software
o Content refresh software
o Internet browser safety software
• A trusted turnkey vendor, like Eleven, ensures that:
o Guests must agree to terms & conditions before signing on
o Machines are wiped clean after each session
• Best practices we suggests to increase your cyber security
o Schedule periodic hardware checks
o Keep software updated
o Secure your network too
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
The Other Part of the Equation: Remove the Pain Point
Ensure Toner is Always on On-hand
• Choose a vendor with proactive toner monitoring and never run out again
• Leave the technology to the experts and free up your front desk agents
• Hospitality-centric support will help eliminate the pain point
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
1. Egencia Mobile Index
2. SC Magazine Mobile Device Survey
3. Smartbrief Trends Report
4. AP’s The Big Story article
5. Social Media Today Article 2013
6. Global Business Travel Assoc. report
MOBILE IS
EVERYWHERE
Offer Mobile
Printing for
Guests
TIP #1
“BLEISURE”
TRAVEL
TIP #2Move Guest
Computers Closer
to the Bar
RISE OF THE
SILENT TRAVELER
Leverage
Technology as a
Guest Touchpoint
TIP #3
RECAP: Finding Dollars in Biz Travel Trends
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
BE CONNECTEDKeeping up with business center trends is about empowering guests to
elevenwireless.com
tel.: +1 (503) 222-4321 @elevenbiz [email protected]
Thank You
Contact us to learn more about ElevenGC
five-star guest computing and learn how
we can help you keep up.
(503) 222-4321, Option 2
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