IT Support

A deep dive into IT support for hotels and the hospitality industry

In this comprehensive guide, we're taking a look at IT support for hotels, exploring various challenges, and benefits, and how to choose the ideal provider. We'll discuss everything from addressing tech hurdles to embracing cutting-edge trends, providing key insights into how hotels can effectively leverage IT support and technology for success.
A photo of Ian Welch, who is a partner & technical director for Network

Written by

Ian Welch

Ian is the Technical Director @ Network and a certified ethical hacker (CEH), security professional (CISSP) and ISO27001 lead implementer with over 25 years experience.

Updated on

February 9, 2024

A hotel guest using the hotel wifi and smiling whilst looking at her phone

Key Takeaways

  1. Specialised IT support in the hotel industry enhances guest experiences and ensures operational efficiency through advanced technology solutions.
  2. Cybersecurity and compliance, such as PCI, are critical for protecting guest data, necessitating the need for expert IT support in hotels.
  3. Choosing the right IT support partner is vital for hotel management, focusing on scalability, reliability, and customised service offerings to meet specific hotel needs.

What is the role of IT support for hotels and the hospitality industry?

In the hospitality industry, having a reliable IT support team is a big advantage. The decision to outsource to hotel technology experts rather than maintain an in-house team is also becoming increasingly popular among hospitality businesses to cut operational costs and avoid the complexities of managing an internal IT department.

The right outsourced IT support can provide services on par with dedicated in-house teams, allowing hotel management to concentrate on their primary responsibilities – enhancing guest experience and hotel operations, confident that their IT infrastructure and hotel systems are being managed professionally.

Why IT support is crucial for improving satisfaction with hotel guests

Selecting the right IT support is important. It's about proactively preventing issues, not just solving them. This choice brings expertise and cost efficiency, giving hotels a competitive edge in a digital-first world.

Effective IT support ensures smooth operations and safeguards against emerging security threats. Key elements like high-speed internet and efficient phone systems are crucial for keeping hotel guests satisfied and boosting customer satisfaction, ultimately cementing the hotel's reputation as a forward-thinking hospitality business.

An IT support engineer working on a client request, typing on his keyboard

Do these technology challenges sound familiar to your business?

You're working with IT support that moves at a snail's pace, leaving you and your team hanging.

You’re worried your business is not fully prepared for the next major cyber attack.

You're frustrated that the business technology you've invested in isn't performing as well as it could be.

What challenges does the hotel industry face with technology?

The UK hotel industry is facing several technology-related challenges as it navigates the evolving landscape of hospitality. Key among these are the rise of AI and automation, increasing customer control through technology, sustainability, and behind-the-scenes technological transformation:

Increased use of automation technology

To counteract staffing issues and improve efficiency, the UK hotel industry is increasingly turning to automation technology. This shift is evident in the adoption of new or expanded online ordering systems, contactless payments, QR code ordering, and advanced POS and restaurant management systems.

Automation is not only streamlining operations but also allowing businesses to run with fewer staff. In the UK, technology adoption rates are particularly high in fine dining restaurants and multi-location restaurants, indicating a significant move towards automating tasks like payments and streamlining employee shifts.

Customers in control through technology

The trend of smart hotels is gaining momentum, with a focus on enhancing customer control through technology. These hotels offer experiences where guests can control various aspects of their stay through AI, AR, and digital connectivity, including voice control, facial recognition, and automation for room ambience adjustments.

This approach is centred on personalising the guest experience and increasing convenience.

Sustainability

Sustainability is becoming a major focus for hotels, with initiatives to track and reduce the carbon footprint, minimise single-use plastics, and adopt more environmentally friendly practices.

Hotels are increasingly required to report on their environmental impact, including energy and water consumption, as part of their commitment to sustainability.

What are the 10 benefits of specialised IT support for hotels?

  1. Enhanced guest experience: Specialised IT support services ensure that the technology crucial to enhancing guest experiences, such as efficient check-in systems, guest Wi-Fi, and interactive room features, operates seamlessly. This focus on technology helps maintain guest satisfaction and loyalty.
  2. Improved network security: With the increasing reliance on digital systems, network security becomes paramount. Some IT support providers offer advanced cybersecurity services and managed network services that help to create resilient IT environments, protecting sensitive guest information and business data from cyber threats.
  3. Effective management of IT systems: Hotel IT support can effectively manage various IT systems, including booking and reservation systems, phone systems, and guest Wi-Fi. This ensures that all technological aspects run smoothly, contributing to a hassle-free operation.
  4. Cost-effective solutions: Outsourcing IT support can be more cost-effective than maintaining an in-house team. It reduces operational costs associated with training and employing full-time IT staff, offering a more financially viable option for many hotels.
  5. Rapid resolution of technical issues: Hotel IT support teams are adept at quickly resolving technology issues, minimising downtime and preventing minor problems from escalating into major disruptions.
  6. Keeping up with tech advances: To remain competitive in the hotel industry, it’s crucial to keep up with the latest technological trends. An IT support partner can provide valuable insights and implement the latest IT solutions to keep the hotel's services up-to-date.
  7. Customised IT infrastructure: Hotel IT support can tailor IT infrastructure to the specific needs of a hospitality business. This customisation ensures that the IT setup aligns perfectly with the hotel’s operational requirements and guest service goals.
  8. Support for guest wi-fi networks: Guest Wi-Fi is a critical service in today's hospitality industry. Hotel IT support ensures robust and uninterrupted Wi-Fi access with access to high-speed internet, a key factor in guest satisfaction.
  9. Data management and analysis: Efficient data management and analysis are crucial for making informed business decisions. The right technology partner can assist in the collection and interpretation of data, providing insights that can drive strategic planning and marketing.
  10. Technical support and training: IT support teams can work closely with hotel management and staff, offering technical support and training. This ensures that the hotel team is well-equipped to handle basic technology issues and use IT systems effectively.
A business owner smiling while using an iPad tablet device

Looking for a major upgrade to your IT services?

Enjoy IT support that's always on standby, offering a personal touch that understands your business.

Get the peace of mind that comes with advanced cyber security, keeping your team and operations safe.

Benefit from a dependable and forward-thinking IT environment that drives your business forward.

Selecting the right service for your hotel IT support

When selecting the right IT support service for your hotel, consider the following key factors:

  1. Expertise in the hospitality sector: Look for an IT service provider who already provides IT support for restaurants, hotels and even golf clubs, as they'll better understand the specific needs and challenges of the hospitality sector.
  2. Comprehensive support services Choose a service that offers a wide range of hotel IT solutions, including guest Wi-Fi, cyber security, and PCI compliance, ensuring all your IT needs are covered under a single point of service.
  3. Proven track record: Evaluate the provider's track record in delivering quality services to hotels, particularly to large hotel chains if applicable, as this indicates their capability to handle complex IT environments.
  4. Focus on cyber security: Given the sensitivity of guest data, the IT support service must be capable of supplying advanced cyber security services to protect against data breaches and ensure compliance with data protection regulations.
  5. Compliance support: Ensure that the IT service provider is knowledgeable about Payment Card Industry (PCI) compliance and can help provide a range of managed compliance services, which is critical for keeping in line with regulations.
  6. Reliable customer support: Look for a provider that offers reliable and responsive customer support, ensuring that any IT issues can be addressed promptly to keep your hotel's operations running smoothly.
  7. Efficiency and cost-effectiveness: The service should offer solutions that increase efficiency in your hotel's operations and be cost-effective, providing good value for the investment.
  8. Customisable services: The IT support should offer customisable services tailored to your specific hotel needs, rather than a one-size-fits-all approach.
  9. Positive customer feedback: Check for customer reviews or testimonials to gauge the satisfaction level of their current or past clients, especially those within the hotel industry.
  10. Scalability for large hotel chains: If you're managing a large hotel chain, IT support should be scalable to meet the demands of multiple locations and a large number of guests.

Summary

Does your hotel face similar IT challenges? How does IT support impact your team and guest satisfaction? We're keen to learn about your experiences and needs. If you're considering a new managed IT service for your hotel, our expertise is ready to assist you. Don't hesitate to get in touch!