Your hotel’s Wi-Fi network is a crucial part of your guests’ experience.
The hotel marketing experts at Revinate dug through over 53 million hotel reviews on sites like Yelp! and proprietary customer data. What they found was astonishing: internet-related reviews have a much lower overall score than those that don’t mention Wi-Fi at all.
It’s clear that your hotel’s network can make or break your hotel’s reputation.
What’s the secret? That’s what we’re here to help you find out!
The following strategies will help you plan for network upgrades and get buy-in from key decision makers.
In order to know where you’re going, you need to have a plan to get there. Audits are the starting point for every Wi-Fi upgrade plan. Gather information about your current hardware, software, security policy, and other applicable information.
This is quantitative information that can be measured. For example, network speed includes several measurements including upload speed (GB per second) and download speed (GB per second).
Protocols and policies, however, will not have specific measurements but should be well-documented.
An audit takes a look at your current Wi-Fi network setup, including:
Members of your loyalty programs are the best choice. Create a quick survey for guests to answer via email to gain qualitative insights. You can offer an incentive for guests to complete the survey, such as a discount or a free in-room movie rental.
Sample guest survey questions:
In addition to surveying your customers, in-house services can also provide valuable insights into how guests feel about Wi-Fi quality as well.
Sample guest services (staff) survey questions:
The qualitative information gathered from guests and staff will help you put together a compelling business case to get the money you need to upgrade.
Once you’ve gathered information about your current Wi-Fi network, it’s time to consult an expert. Even if your hotel has a vast amount of resources and top-notch IT talent, sometimes it’s better to consult with a company that specializes in managed Wi-Fi services for hotels.
Before you can put together a business case for executives, managed Wi-Fi experts will provide you with a proposal that includes a quote.
The final step in network upgrade prep is to prepare a business case for management. This is where you pull all the information you’ve been gathering in the previous three steps.
The business case will prove to the C-suite why the upgrade is necessary. (HINT: The more closely you can show the relationship between Wi-Fi services and hotel revenue, the more likely you will be to get the green light to get started.)
Depending on the size of your hotel, this business case can be formal or informal. Here is the information you should include:
In order to win your case, you must directly tie hotel Wi-Fi services to revenue. Many decision makers will not understand the connection. By providing evidence using your own data and pointing them to published studies and reports that verify your findings, it will be easy to win them over.
Upgrading your hotel’s Wi-Fi network is not a decision to be taken lightly. By taking your time to gather the necessary data and provide a stellar presentation to management, you’ll be able to secure the budget necessary to create a network that meets the ever-evolving requirements of your guests.
Prove to management that Wi-Fi is directly tied to revenue, and you’ll be on your way to creating the hotel of the future today.