From TV screen to guest platform

Ip TV, streaming and support must be right

Hotel guests increasingly expect services to also be available digitally. According to Frederik Rast of Passman, many guests want to quickly find information or make a reservation without direct contact with the front desk. “For some guests, even calling room service is already a threshold.” Digital communication via TV screen or information screens makes it possible to offer services in a more accessible way, without additional pressure on the reception desk. “This leaves more time for guests who actually need personal attention,” says Rast. Sales Manager Hospitality Jochem Bracke adds: “In the end, it's all about the overall experience.”

That development makes hotels look differently at in-room technology. A stable wifi connection and secure streaming are not an extra service, but a basic facility. Passman responds to this with solutions for hotels in the field of ip TV, streaming, Wi-Fi, monitoring and digital signage.

Guest experience starts in the room

The company sees that hotel TV is increasingly the starting point of the in-room guest experience. “Many hotels still see TV as a dead thing, but there is much more behind it,” says Rast. “Guests expect the luxury they also have at home. Streaming is just part of that.”

The viewing behaviour of hotel guests has changed in recent years. Traditional TV viewing is giving way to their own apps and accounts, such as Netflix and Spotify. “That seems simple, but there are many snags and snags to streaming in a hotel environment. Apps and platforms are constantly changing, and hotels want it to keep working for guests.”

To offer streaming safely and user-friendly, hotels are increasingly opting for ip TV, according to Passman. With this, the TV screen becomes more than a channel package. Hotels can also display their own content on it, such as information on facilities, offers or room service. Links to the PMS are also possible, for instance to greet guests personally or apply language preferences automatically. “A German guest sees everything in German and gets the German channels directly in front. These are small things that are invisible but set the mood,” Rast said.

Bracke stresses that hotels can make the platform as extensive as they want. “The important thing is that everything on the screen is right: in the house style and in line with the hotel story.”

Service and privacy as distinctions

In addition to perception, privacy plays an increasing role. Rast points out that hotels with standard smart TVs are at risk. “Guests log in to their own accounts, but sometimes don't log out. That poses AVG risks. Hotels don't always realise what can legally go wrong there.” With ip TV, the system can automatically clear data at check-out, eliminating the need for manual intervention by housekeeping.

In addition, Bracke sees that many hotels work with installations that were once installed, but were then insufficiently developed or managed. “Over time, it no longer works optimally, while it is often easy to solve.” Passman therefore puts strong emphasis on monitoring and support. “We see many failures even before a hotel notices them. Nine out of ten problems we solve remotely. If we can't, someone is on site within twenty-four hours.” Support is available 24/7 in Dutch, English and French.

Passman also provides Wi-Fi solutions for hotels, including peak-load locations such as conference hotels. According to Rast, this requires customisation. “You have to take into account times when a hotel is completely full. Then it has to keep working. Roaming is also important: when a guest walks through the hotel, the connection should not be lost.”

Digital signage is also part of the offering, for example for communication in lobbies, wayfinding or meeting rooms. This makes basic information available in a different way and can reduce pressure on reception. Bracke: “You can share information about breakfast, dinner, itineraries or activities in the area. That supports the experience and helps hotels communicate more proactively.”

In this regard, Passman offers support through its own graphic designers, but can also train hotels to manage content themselves. “The aim is for it to match the hotel's atmosphere. It has to be right in appearance as well as in use.”