IN THE FIELD WITH DAVID ESSERYK- Part 10 / The Converged Hotel Network

Increase Guest Loyalty, Deliver Customised Services and Optimise Operations

David Esseryk, the Accor Group’s Vice President Guest Technology, is in charge of guest-facing technology for all brands. This edition of his regular report looks at how to use a converged network as a way to enhance services in an even more competence market place.


Guest expectations for hotel services have already moved beyond maid, room and valet. Tomorrow’s leading hotels will offer more for their guests and get more from their properties. More services, productivity, guest loyalty—and ultimately, more profits. Hotels must address a highly competitive environment, declining customer loyalty, and guests with technology needs that surpass the capabilities of many of today’s properties: needs such as videoconferencing, integrated messaging, and high-speed wireless access throughout the hotel. Differentiation is no longer in the décor, but in the access a hotel can offer. Today’s travellers want to extend their work and home capabilities into the travel environment, demanding full access to leading technology during their visit.

The converged network is a strategic way for hotels to profitably improve the guest experience


Forward-thinking properties have already begun building a network infrastructure that offers the flexibility and scalability to adapt to the ever-evolving guest, staff and property management needs. These next-generation infrastructures are based on a converged network. They integrate with today’s solutions—such as reservation, surveillance and billing systems—and support the newest applications and technologies. The goal is to take advantage of tomorrow’s opportunities while protecting today’s existing investments. With an IP-based network infrastructure and convergence applications, hotels can integrate data, voice, video and better tailor them to their needs. This converged network is a strategic way for hotels to profitably improve the guest experience, increase staff productivity, reduce operational expenses such as energy costs, and deliver new property enhancements.

An IP-based solution should provide:

• A core infrastructure that supports a secure, flexible and scalable network for the long-term

• Advanced technologies that will increase staff productivity and improve the guest experience through new services while managing costs

• A foundation for enhanced applications that can generate new revenue streams, improve operations, and offer hotels a competitive advantage


Today’s disparate building management systems that control heating, ventilation, and air conditioning (HVAC), plus elevators, security and lighting, can all be integrated into this converged IP network. Wireless solutions can also allow hotels to extend the reach of their services and marketing messages to common areas and even the outdoors.

Hotels can thus add services and reduce costs by integrating existing communications, security, and building automation systems over one secure, flexible and scalable network. This is the network foundation that will meet today’s needs and support future requirements.