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I love the sexy tech of kiosk check-in, but don’t make me read a manual to open the draperies. Contemporary hospitality design is all about ease of use.
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My schedule often involves working a full day in MKV's London office, rushing to an evening flight, going over paperwork on the plane and finally checking into a hotel late at night. The last thing I want at that point is to deal with a hotel staff member who tries to strike up a conversation in a misguided attempt to offer personalized service. After a wearing day, I really don't feel like talking to anyone – I just want to get into my room as soon as possible. That's why I like the idea of the new personalized “intelligent” key cards that let me bypass check-in altogether. Once activated, they deliver a text message with my room number and the last transit hurdle is over.
That's what technology is supposed to do: Improve our lives because it's part of our lives. Wi-Fi, high-definition and hands-free innovations have an influence on hotel guest room design because they have changed how travelers use the guest room, even how they move in the space. Guests' profiles should be the starting point for determining how much and what technology would make a guestroom the ideal work/entertainment/relaxation space. But the solutions won't be one size fits all.
From my point of view, as long as instruction manuals aren't required, stylish tech such as touch-control lighting and temperature systems bring added comfort to the in-room experience. And, it doesn't have to be ugly. Designers could borrow a little retail bling to create sleek mini-bars or even vending machines stocked with high-quality toiletries, USB drives, or mobile phones—any of which can reduce the stress resulting from forgotten or broken items.
Of course for hip hotels aimed specifically at trendsetters, sexy gadgets are part of the brand's positioning and should stand out in the design. For their restaurants (as well as cool freestanding eateries), I like the idea of featuring touchscreen, interactive table tops. Diners can scroll through images of each dish, relay their choice instantly to the kitchen and then, via a webcam, can watch as the chef does the cooking. And if there's time to spare, patrons can battle it out over a video game before using the restaurant's tech tables to book a taxi home.
Clearly though, this remote service concept wouldn't fly in a fine-dining restaurant. Likewise, in a luxurious resort, parading the latest hi-tech in a hospitality environment doesn't always improve the experience. It's the concierge, not computer service, that guests expect. Guests are psyched up for relaxation and don't need or want – to make every second count. High-tech options can be available, such as a Kindle for reading a book or an iPod loaded with area maps and restaurant reviews, but these items should never replace the library or concierge. After all, a holiday escape is meant to be a time when travelers can exchange speed with the time to stop and stare.
Understanding the balance between technology and personalized attention is a crucial lesson for today's hotel designers. But as anyone who's ever dined with a compulsive text-checker knows, the most important point in designing in a high-tech world is knowing when and where to stop.
Maria Vafiadis is managing director, MKV Design, London
Photo: Anthony Cake, London
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