Tech Talk

The visual connect

Although video phones made their entry into the hospitality sector riding on the security wave, the future of these devices lays unimaginably far away in facilitating guests' connect with the outer world. By Sanjeev Bhar

"Guests in hotels are often pampered too much" would not qualify as a wrong statement. But, with the kinds of devices that are making their way to hotel rooms, even in India, the word 'pamper' needs to be swapped with a superlative to describe the convenience of modern hotel room environments. Gone are the days when responding to phone calls appeared non-exciting when staying at hotel rooms, and asking for connectivity ports for your gadgets irked hotels. Technology today offers great facilities, making video connectivity even more attractive where telephone devices can do many things beyond the conventional.

Video phones in hospitality

What are video phones anyway? Well, they are basic telephone sets, offering visual connectivity as well, through video signal transmission. The idea of a video phone has been popular in developed nations but had seldom been found useful in India. However, as the Indian hospitality industry progressed in a direction like never before, the key concern of security that emerged was for individual female travellers - and with it the need for video phones in their rooms. Partha Chatterjee, CMO of Berggruen Hotels is in strong favour of this technology. He says, "The potential for these products is great since the security of guests and their belongings is becoming an important facet of our industry. At Berggruen Hotels, our research has shown that video phones to check visitors at the doors of each guest room is now becoming essential and we are now incorporating the same initially in Lady Executive Rooms and rooms that require security."

The factor that is working in favour of video phones is the clarity of object it offers. Anuradha Gandhi, GM, Property Solutions (India) feels that the electronic video display phone is already a key component in all premium residential and serviced apartment rooms, as it plays a very important role from the security point of view of the property and people residing in the property. "It facilitates the operations of a security guard as well who can actually confirm from a resident staying in the apartment regarding entry of a visitor to that apartment," she adds. The technology is simple with guests preferring these devices for safety purposes. Video phones in rooms allow guests to see the visitor from inside. This identity verification of any person seeking entry into a guest's room has made a strong impression with the managements of hotels and serviced apartments alike. Anil Malhotra, CEO, Hospitality Sales & Marketing Company has a different take on the subject. He is of the opinion that hospitality should not see the video phone as a two-dimensional product serving telephonic and security needs. "Depending on how well establishments make use of its benefits, it can offer customers more value propositions," Malhotra adds.

Visual impact

The visual impact facility opens up doors for further experimentation in electronic video phones. "Till now video phones were available mostly in analogue medium for SIP (Static Internet Protocol)-based EPABX (Electronic Private Automatic Branch Exchange) use. But with time we are moving towards a digital medium," says Malhotra. According to him, these kind of video phones now are becoming crucial for the hotel environment to offer seamless connectivity to customers from rooms or elsewhere. He elaborates, "Transferring focus, some companies like Teledex have launched upgraded versions of video phones (I-phone) which would revolutionise the entire phone market in hotels here in India. They offer (with upgrade of software having analogue signals) a whole new experience to streamline videos connected to the server. Integrated with software protocol, I-phone is the future and the next step to video phones." Chatterjee also believes that in the near future we are to see video phones in hotels becoming important also for guests wanting visual contact with their family or office while on a call. "It would provide an important USP for businesses enabling them to offer customers a service of immense value," he says.

Today, VoIP/SIP compliant phones are the call for hotels. As time passes by, these high featured video phones will enable video conferencing from restaurants, so giving a new dimension to the whole communication experience. At present, these products might be new and are seen as security enhancers but with time and technology awareness percolating to customers, the industry expects this technology to become a key component as a communication tool, working out as profit centres altogether.