As hotel management teams strive to have their properties run like the proverbial “well-oiled machines,” clear dialogue between them, their staff and the guests is essential with so many moving parts. However, the emergence of the Internet of Things (IoT)—networks of physical objects that communicate with each other through wifi and the internet—has improved hotels’ “circuitry.” The phenomenon has given way to “smart rooms,” operational efficiency, enhanced security, curated guest experiences, real-time guest feedback data collection and better sustainability practices.
“The hotel representatives and service providers we spoke with sum up the main benefits of IoT,” said Erin McDannald, CEO of Elevated in Baltimore. She received tech and hospitality industry acclaim for pioneering a smart building platform that transforms buildings into adaptive systems, integrating lighting, IoT and analytics to create environments that are as responsive as they are sustainable.“Rather than removing the human element, well-planned IoT elevates it. (It) presents valuable data, helping hotel operators optimize staffing and services based on real usage patterns.”
The promise of making everything at a hotel or resort, behind-the-scenes and in front of the house run trouble-free has been realized in the past decade. However, hotel owners and managers have a lot to keep up with moving forward. Jake Zwaagstra, CEO at Dallas-based TriCelta Development, points out that newer IoT systems are more modular, cloud-ready and API-friendly.
“We often structure our scopes so that infrastructure is ‘future-ready’ (with) cabling capacity, server capacity and power and HVAC needs designed to allow future systems to be added with minimal disruption,” he said. “During development or renovation with our hospitality clients, management and their service providers should align tech deployments with phased construction schedules or soft openings.”
Marisa Huaynalaya, director of Travel & Hospitality Practice at IT services company APSL, said the biggest challenge for hotels and resorts was not the technology but the leadership’s readiness to leverage it. “Staying up on and investing in the latest AI advances to maximize IoT already in place will make it easier for managers, owners and decision makers to comply with constantly changing sustainability laws and ensure websites are up-to-date and feature a user-friendly format,” she said.
Powering On
“We’re seeing IoT technologies move from optional upgrades to core components of early-stage design,” said Zwaagstra. For his hospitality and reso clients, a strong emphasis is placed on selecting systems that are guest-friendly, cost-effective to operate and operationally efficient and building properties that won’t compromise the guest experience or increase the burden on staff. “Smart HVAC zoning, occupancy-based lighting and centralized waste management are now standard tools for enhancing building performance and reducing long-term utility costs. These technologies allow properties to monitor and fine-tune performance based on occupancy and seasonality in real time, reducing energy waste while improving comfort.”
Zwaagstra’s team will work closely with hospitality clients’ operations teams early in the programming phase, especially as mobile check-in, AI-driven service requests and app-based room controls all affect staffing models, front-of-house design and even back-of-house workflows. In projects where mobile keys are adopted, his team coordinates access control with security protocols and audit needs. They also consider how these tools reduce physical touchpoints, which allows staff to be more guest-facing, rather than task-oriented.
“Our goal is to ensure the technology augments hospitality, so we help owners recalibrate staffing, guest engagement and spatial design in tandem,” he said. “We’re seeing a shift toward smart systems that drive ROI in multiple ways at once. Owners, especially those managing large hospitality assets, want systems that reduce labor needs, improve visibility across building operations and simultaneously elevate the guest experience without taking the human aspect of hospitality out of the equation.”
When considering what to improve with Four Seasons Hotel Denver’s existing IoT systems, Steve DeWitt, director of Engineering, says the management team focuses on leveraging data analytics to better understand how systems in place are performing and what can be fine-tuned.
“The goal is to turn data into action,” said DeWitt. “It’s not just about upgrades, but smarter decision-making. We stay connected through multiple channels—corporate initiatives, industry conferences and conversations with fellow professionals. A lot of what we implement locally starts with ideas vetted at the brand level, which gives us confidence in both their performance and scalability. However, we also value innovation on the ground … ideas sparked by our team, our guests or real-time problem-solving.”
Chintan Dadhich, general manager of Conrad New York Downtown, said his team was reviewing smart room technologies such as voice-controlled lighting, climate control and entertainment systems that allow guests to customize their room environment to their preferences easily.
“Technological integration does not necessarily have to happen on site at the hotel and can be done through partners and vendors,” he said on the property team’s experience so far. “We have a robust system in place to promote sustainability and these technologies include PoE lighting (rated for higher life expectancies than regular LEDs) in our event space and public areas that simplify the process of managing and maintaining lighting and reducing maintenance needs and material waste. By integrating PoE lighting into our event space, we’ve reduced energy consumption by up to 75 percent, compared to regular systems.”
“It has become increasingly important that our design staff understand how the systems being put in place will work and what their impact will be on interior design,” said Jill Cole, managing principal of Los Angeles-based Cole Martinez Curtis and Associates (CMCA), regarding how management should reconcile functionality and design. Her high-profile clients include Hotel Valley Ho (Scottsdale, AZ), L'Auberge de Sedona (AZ), The Westin Hilton Head Island (South Carolina) and Hilton Alexandria Old Town, VA.
“As systems have become more widely available, it is incumbent on the designer and clients to understand their impact,” she said. “Although interior designers are not typically involved in training, if a model or model room(s) are being built or renovated, the hotel’s operations staff should be allowed to ‘kick the tires’ to ensure the systems being proposed can be maintained.”
Cole added that lighting decisions need to be weighed carefully beyond energy savings, as they can make an otherwise beautiful interior look better or worse. Her firm often partners with lighting specialists and engineers who can provide their expertise on not only sustainability but also provide realistic estimates of energy use and savings from various systems for a hotel client.
“With the nearly universal move to LED lighting for energy savings, it is critical that designers consider color temperature and controllability, in addition to placement. Lighting sensors, once only typically found in luxury hotels, are (now) expected in all levels of accommodations,” she said. “With current wireless technology, sensors can be an inexpensive way to add what is perceived as an amenity for the guest’s safety as they walk through an unfamiliar room for a midnight bathroom break, but also an energy saver, eliminating the need to leave the bathroom or hallway light on all night.”
A Few ‘Things’ to Consider When Hiring Consultants
Cole advises researching and meeting with vendors specializing in hotel IoT and technology-related products and services. “Listen, listen and listen to find out what the property's operational goals are insofar as IoT is concerned and, as always, study the comp set to ensure the hotel is offering what guests expect and need in the area,” she said. “The idea is that IoT enhancements should give hotel staff in the front or back of the house better tools with which to focus on the guest experience. Hopefully, automated technologies are a support system for the hotel staff to anticipate and more seamlessly fulfill the guests’ needs.”
At TriCelta Development, Zwaagstra and his colleagues assess vendors on both technical ability and their adaptability to a project’s unique needs. “Post-pandemic, we’ve prioritized vendors with proven track records in remote support, firmware longevity and flexible integration frameworks. It’s not just about who can build a system, but also who can support it sustainably over a 10+ year horizon. Economic fluctuations have only reinforced the need to partner with vendors who understand how to optimize total cost of ownership, not just upfront capital expenditures.”
“When we decided to convert the lighting in the function space to a PoE system, we considered a few things,” said Dadhich, adding that he sees technology as a tool his property’s professionals can utilize to be efficient, allowing them valuable time with guests and each other.
“(We researched) who the leading providers were in the space, as we wanted to include a system that would be more functional. We also needed to consider how this would help with our sustainability initiatives. We selected a top provider to implement a system that allowed us to control the lighting with an iPad, helping us reduce our electricity usage by nearly 80 percent. The provider we selected to install the PoE, meanwhile, conducted a comprehensive training for the team. If further assistance is needed, we can call the company for support.”
DeWitt said his team takes a strategic approach, looking for a track record of success, meaningful case studies, alignment with the Four Seasons Denver’s sustainability goals and experience within the hospitality space. They also lean heavily on corporate partnerships and recommendations from ownership, which helps ensure that what is chosen is not just innovative, but also sustainable from a cost and operational standpoint.
“The challenge today is less about the technology itself and more about the people behind it,” said DeWitt. “Staff training is critical and we make it a point to educate our teams not just on how the systems work, but why they matter. When employees understand the bigger picture, they’re more engaged and proactive in using these tools to their fullest potential.”
As security is another part of the IoT equation, Huaynalaya advises partnering with providers that can guarantee high levels of protection for customers’ data as well as reliability, as hospitality is a “round-the-clock business.”
“Even when a new startup product is innovative, I think it all depends on the scale and risk level we are willing to take at each moment in time,” she said. “(Ask yourself if) a 100 USD per month AI startup product is the best way to interact with your guests. Maybe it fits in some cases, but it depends on each company or location’s stakes. We have been called many times to help scale start-ups whose technology runs perfectly on a smaller scale but requires going to the next level for larger projects."
In addition to vetting service providers, it is also important to assess the right timing for implementing something new, as not all features or devices will be a fit for some properties, according to Huaynalaya. Furthermore, hotel staff should be ready to continue the work or conversation that was initiated by a trusted AI colleague, noting that the level of accuracy and reliability of tech now has pushed many people to reconsider their attitude, as AI assistants working with staff will become more commonplace.
“Human connection and understanding in-resort is something we cannot match with artificial intelligence yet,” she said. “Guest relations staff (should be) comfortable sharing the space with AI, but understanding their presence and helpful attitude is a differentiation factor for a hotelier from a tech company staff perspective. Amazon Alexa+, for example, was released early this year. For our developers, it will be easier to implement features than with a previous version.”
“We continually explore ways to incorporate advanced technology into our operations to enhance the guest experience,” said Dadhich. “We continue to explore these options, ensuring we partner with the stakeholders.”
These ‘Things’ Happen
Research Fusion’s 2024 report on “Technology Trends Shaping The Hospitality Industry” confirms IoT has shifted from novelty to necessity for hotel management and leadership. The study shows guests in all age demographics, especially Millennials, have a high digital literacy and expect rooms, public areas and the hotel's entire experience to be fully implemented in IoT functionality.
As smart rooms are now the standard in the hospitality industry rather than a luxury property perk, here are some insights from the report covering ways management can deepen IoT technology planning.
- With the mainstreaming of voice-controlled devices, voice assistants and smart thermostats, guests can use IoT traveling as they would at home. By leveraging IoT devices like Alexa and Google Assistant, hotels can implement technologies guests are familiar with to assure a smooth user experience.
- IoT contributes to energy efficiency and some properties have reported a reduction of up to 25 percent in energy costs for smart rooms. However, it is crucial to back it up with service that keeps the guest in control of his or her comfort.
- Technologies like interactive welcome walls and VR provide guests a strong first impression through a personalized and tech-enhanced experience that begins when they walk in.
- Smartphones are now so commonplace that guests prefer to manage their stay through them, from check-in to room service, contactless payments and automated concierge services.
This article was originally published in the June edition of Hotel Management magazine. Subscribe here.