2021 Brought to you by:
HOTEL TV SYSTEMS – NETWORKS – IPTV – WIFI – SIGNAGE – CONTENT
Welcome Each year, we launch the Big Picture magazine at the Independent Hotel Show in London Olympia. Here, we enjoy a busy few days showcasing our portfolio of products and services, whilst catching up with partners and clients, old and new. It’s a real highlight for us and a great chance to reflect on the challenges and successes of the past year. This year, like so many other events across the world, the Independent Hotel show was cancelled. So instead, we launch The Big Picture 2021 quietly and sensitively and reflect on the last few months in a very different way. Like most others in the hospitality industry, we’ve experienced a difficult year. However, when faced with a fight or flight situation, we chose the former, evolving and adapting the business in systemic fashion. We’re now a stronger, more focussed organisation. It’s been a privilege to be part of a team that’s shown such resilience through this crazy period. We know that others haven’t been as fortunate and send our heartfelt wishes to those affected by COVID-19 - and hope, by the time you read this, life has become a little more normal. James Grant, Editor Airwave Europe Ltd
10
18
16
22
Contents 03 06 09 10 12 14 15 16
Viva La Evolution David Fogelman, CEO Airwave at Work - Hotels Hotel Information Systems Hotel TV Project Management Telly Addicts Chromecast for Hotels Infection Control Technology
18 19 20 22 24 26 28 30
Airwave at Work – Park Plaza Airwave at Work – Shared Spaces Techlive International WiFi as a Service Airwave Healthcare LG Display Solutions Philips Professional Displays Samsung Display Solutions
Front cover screen image, copyright ‘Universal Pictures 2020’
Viva La Evolution MANY MOONS AGO…
…a hotel was just a place to rest one’s weary head. Guests were simpler creatures, less demanding, and mostly satisfied by cleanliness, comfort and a friendly smile. Today’s hotel industry is a very different place; underpinned by a connected world and technological advancements that ultimately, feeds competition and creates exacting guests with higher expectations and more complicated needs. In the hotel room, TV systems are slicker, more intelligent and laden with features. Screens have grown (quite significantly) in size, but with a peculiar sense of irony, the heart of our business now centres around a 6-inch display…
NOMOPHOBIA
Remember that time you left the house without your mobile? How did that feel? Chances are you felt naked without the device that seems surgically attached to your hand. And it’s not just you of course. Anxiety, respiratory alterations, trembling, perspiration, agitation, disorientation and a heightened heart-beat - all recognised symptoms of
www.airwave.tv
‘nomophobia,’ fear of being without a smartphone. As crazy as that may seem, it’s a reality in today’s device-driven world. With market penetration of smartphones, now almost universal in the UK, it’s of no surprise that guests expect to use their device to interact with a hotel’s technology.
active IoT devices1, IoT will be as transformative to the world as the Industrial Revolution. These statistics won’t be lost on progressive hotels who’ll look to adopt IoT, not just to satisfy guest expectations, but to lower operating costs, increase productivity, and introduce new products & services. The list of which is vast: think electronic key cards, heating, lighting, curtains - all operated via the guest’s smart device. We’re even seeing examples of hotels fitting RFID (radio frequency identification) chips in their towels to control inventory and manage theft! We see the humble (SMART) hotel TV as a great example of an affordable way of introducing IoT capabilities into the hotel room. Supported by robust internet infrastructure, the SMART hotel TV also offers hoteliers the chance to add functionality later down the line, offering an element of future-proofing (and cost-saving) to their technology.
THE INTERNET OF THINGS
This interactivity of one smart device with another (via the internet), is essentially referred to as the ‘Internet of Things.’ With $6 trillion invested in IoT solutions over the next 5 years and an estimated 50 billion
info@airwave.tv
3
THE FUTURE’S BRIGHT
Whilst it’s not possible to fully guarantee future-proof technology, it’s becoming much easier to offer equipment that’ll impress guests for the long run. Previous differentiators such as screen size and bezel footprint have reached saturation point; we don’t think that hotel TV screen sizes will get any bigger (unless hotel rooms are redesigned to accommodate them) and bezels have all but disappeared from 2020’s TV. Of course, picture quality and resolution can and will improve as hardware heavyweight giants such as Samsung and Sony compete to release viable 8 and 16k screens; however, the naked eye can’t detect the difference in anything less than gargantuan screen sizes (it’s also worth noting that 8k and 16k content is unlikely to be prevalent for a few years still). Today, the key to extending the life of a hotel TV system lies in the realms of IoT and upgradeable SMART functionality. At a much simpler level, a hotel TV system will remain current as long as it mirrors that of the guest’s home environment (we’ll need to make a few assumptions here); this is arguably the most important factor in the provision of hospitality display technology.
LOUNGING AROUND
Traditionally, much of a hotel’s effort to create a home-from-home experience is spent in the bedroom. Makes sense, right? this is where guests spend the majority of their time. However, we’re seeing a considerable increase in hotels investing in a homely, or ‘lifestyle’ experience outside the bedroom. Brands such as Moxy, Hoxton, Mama Shelter and ALOFT have all transformed lobby & reception areas into cosy living-room spaces. Much of this can be achieved via comfy sofas, quirky artwork and clever design, but tech enablement is just as important, appeasing the guest’s appetite to remain constantly connected, just like at home. Critical to this seamless technology experience is robust, intelligent WIFI infrastructure. WiFi leaders, Wifirst, have created a WiFi ‘bubble’ allowing guests to access their own personal (and secure) WiFi network from anywhere in the hotel – again, just like at home (see page 22 for further details).
A NEW HOME-FROM-HOME
This home-from-home experience is hospitality’s holy grail. Within reason of course - guests don’t expect to do the washing-up or clean the windows, but will certainly expect a technology experience that mirrors that of their home environment. This fundamental expectation is further nuanced by the meteoric rise of AirBnB (who, naturally, find it easier to provide this experience). With over 150 million users, AirBnB provide accommodation for 2 million people every night, and offer travellers a further 6 million places to stay than were available 10-years ago. Hotels wanting to compete with AirBnB must invest in the provision of a homestay experience. Of course, this can never be fully achieved, so the hotel needs to evolve with the trend instead of fighting it. This is great news for the guest who now benefits from greater choice – either a fully authentic homestay or a homely experience in the regulated environment of a hotel.
4
www.airwave.tv
COMMUNITY SPIRIT
A further string to the progressive hotel’s bow sees entry into the coworking and community arena. Catering for unprecedented demand in flexible office space (especially since the onset of covid-19), hotel lobbies are transforming into effervescent coworking hubs, irresistible to millennials and equipped with charging pods, tablets, TVs, and signage displays with vibrant design and 24/7 intelligent messaging. Airwave’s work with community and workspace providers such as Fora and The Collective (see page 19) is now frequently
replicated in the design and deployment of lifestyle technology within our bread-and-butter hotel clients. This collaboration provides both our company and hotels with a great opportunity to grow a lifestyle footprint, underpinned by seamless, connected technology.
LESS IS MORE?
At the other end of the scale, we’re also seeing an upward trend in the construction of ‘microhotels’ with chains like Yotel, Premier Inn and Citizen-M offering pods, capsules and ‘nests’ that focus on the efficient use of space, providing fully functional (often luxurious) bedrooms. As cupboards, drawers and baths are binned (often, even bins are binned!), the humble (flat wall-mounted) hotel TV becomes a swiss army knife, able to replace space-hogging amenities such as room manuals, audio equipment, alarm-clocks and telephones. Add PMS integration and the hotel TV offers even more bang for your buck, able to control guest-room utilities such as lighting, heating and blinds from a single device. Whilst this type of set-up is currently rare, it’s certainly the future. And of course, SMART hospitality TVs do offer the scope to future up, providing flexibility to refresh a system without further hardware investment.
CONTENT WARS
It’s easy to get titillated by the SMART TV’s capabilities (and as unashamed techies, the power of today’s TV system really does excite us!), so it’s important to remember that a TV’s primary task is to broadcast content. As OTT (over-the-top) TV content revolutionises our viewing habits (see page 14), the viewer benefits from an astonishing level of choice. Catch-up TV services such as BBC iPlayer sit alongside a raft of streaming platforms; incumbent heavyweights Netflix and Amazon
0845 555 1212
Prime compete with, amongst others, Apple TV, Hulu, HBO Max, NBC Universal, YouTube and Disney+ So, what does all this mean, you ask? For viewers, there is now more available content than hours in the day to watch it. For hotels, it’s a stark reality - linear TV is no longer an adequate option by itself. Hotels must offer guests access to OTT services if they’re to avoid looking like TV technology dinosaurs.
CAST BUT NOT LEAST
With what seems like an infinite supply of content available to the guest, a hotel is expertly positioned to improve its home-fromhome experience by offering a platform to access this, right? Well, yes! and step forward (hospitality certified) Google Chromecast (see page 15 for more details). Chromecast has transformed the hotel TV industry, allowing a guest to cast content from a portable device to the guest-room TV. As if by magic, the guest now has a multitude of entertainment options. So, with this ingenious bit of kit, a hotelier ticks the TV homestay experience box and moves on to worrying about the quality of the shower gel? Perhaps. But maybe now’s a good time to think about going one step beyond? We’ve spoken extensively about the home-from-home experience in this article, and throughout the last few Big Picture magazines. It’s that important.
HOME-FROM-HOME PLUS?
But hang on a minute. How can we cater for a home-from-home experience when it’s such a broad and fluctuating label? If a system is too heavily geared towards Chromecast and on-demand functionality, how does this affect the two out of ten people that don’t use this technology? Easy answer! we cater for every guest by providing a home-from-home plus experience. Firstly, this should be supported by an idiot-proof navigation system, with linear channels being one push of a button away,
and all other features positioned prominently and logically. The hotel TV should be no more complicated to operate than that at home. With these boxes ticked, we now need to cover all bases, providing all the services that guests are used to at home. This should include Chromecast, a carefully curated line-up of linear channels (including international content, where relevant) and Sky TV. And as the icing on the cake, we recommend a pay-as-you-watch VOD platform, offering every guest a vehicle to watch ondemand content. Airwave sister company, Techlive International, is the proud owner of the cloud-based VOD app, Airtime, providing new release movie & programming content to hotels at a next-to-nothing cost implication for the hotel (see page 21 for more details).
INFECTION CONTROL
All this talk about the home experience seems particularly relevant, as the nation deals with the ramifications of covid-19 and a series of mandatory stay-at-home directives. These gave an apt reminder of the importance of television in our society. 24/7 news coverage, daily press conferences from chief scientists and the government, morning exercise routines streamed live from YouTube, Skype and video call functionality, Netflix, BBC iPlayer – all beamed out from the humble SMART TV. In the few Airwave serviced hotels that stayed open, we saw Chromecast usage go through the roof and a record number of movies streamed from Airtime’s VOD app. Of course, the TV didn’t solve all of society’s considerable problems, but it did provide a welcome comfort blanket. But of course, there was no time to reflect on this as we set about curating a portfolio of products to assist our clients in their pursuit of a covid compliant service offering. We collaborated with industry partners and created a series of infection control solutions. Notable additions to the product inventory
include Otrum’s Virtual Remote Control, Philips’ PeopleCount, sanitiser-dispensing signage displays and a food ordering app, designed and built by Airwave Technical Director, Julian Arnold. In last year’s Big Picture magazine, we talked about advancing technology, ‘taking the hospitality out of hospitality’ by reducing the need for face-to-face interaction. The irony hasn’t escaped us…
WIFI FIRST
At the end of 2020, there was an estimated 50 billion connected devices in the world2 and an average of 50 connected devices per household3. 50! What does this mean for the hotel room? With fast connectivity critical to the guest experience (we’re now looking at a recommended speed of 25Mbps per guest) and bandwidth-hogging apps, games and videos populating our portable devices – surely something has to give? Whilst (luckily) WiFi technology is improving in parallel, the deployment of a hotel’s WiFi and internet infrastructure - and this cannot be over-stated - is of paramount importance. This needs to be handled by a competent, WiFi dedicated organisation with a demonstrable track-record in the delivery of commercial WiFi systems. No longer can this realistically be part of a one-stop-shop service offering. Airwave’s core product and service strategy over the past 2 or 3 years has addressed this, seeing us partner with sector-specific WiFi providers Wifirst, WIFI Spark, Mikenopa and AirAngel. These collaborations enable us to provide cost-effective, integrated systems, underpinned by world-class WiFi technology.
DELIVERING YOUR VISION
We hope you find the Big Picture 2021 an enjoyable and insightful read and welcome all thoughts, comments and queries. We love to share our passion, and of course, help deliver your vision… 1. businessinsider.com, 2. IEEE, 3. Economic Times
www.airwave.tv
info@airwave.tv
5
David Fogelman
SCCI Group CEO
BYOD technology is driving patient entertainment
A REMARKABLE YEAR
It seems a cliché to start with sentiment of unprecedented times, but it’s difficult to avoid referencing this remarkable year and its ramifications. As with most other organisations in the hospitality industry, 2020 has proved a challenging, precarious period for us. We often talk of the speed of technology’s evolution and Airwave’s need to be agile and proactive in parallel; this culture served us well as covid-19 engulfed our country and changed the world as we know it.
POSITIVE ACTION
We moved quickly, driving systemic and structural changes across the business to protect our staff, customers and ultimately, the integrity of our future. We’ve worked long and hard, making tough decisions along the way, but have become a much leaner, more efficient business. Most importantly, we’ve retained the DNA that makes Airwave such a special place. As a product driven company, we were able to quickly curate a portfolio of infection control technology, taking on solutions from our partners, and designing and building our own products to mitigate the spread of infection (for more information, see page 16). However, away from this, we haven’t noticed much change in our core product and service delivery.
maximising network quality, assumes greater importance. Whilst our core technology offering hasn’t deviated, we have noticed a shift in our customer base. This is veering away from a London and city-centric client base and moving towards properties and resorts in rural areas, typically offering ‘staycation’ experiences. Despite these deeply troubling times, I can’t help but find comfort in the fact that we’re exploring and enjoying our own, very beautiful country. Thankfully, we’re lucky to be the display technology partner of most UK based holiday parks and have benefitted from the renewed vigour of their refurbishment and upgrade programmes. Here, casting remains the priority upgrade, but we’re also noticing a drive to provide guests with larger screens, UHD technology, a wider selection of channels and premium content from Sky - all of this to support the extra content available via casting and BYOD technology. In short, we’re seeing the market move towards a choice is critical culture.
PATIENT ENTERTAINMENT
Our healthcare arm is servicing a much greater shift in technological trends. The traditional patient
6
www.airwave.tv
COMING TOGETHER
As I sit and reflect upon 2020’s catalogue of extraordinary challenges, I take great comfort in seeing Airwave’s continued growth and indoctrination within the SCCI Group, and the benefit this brings. Stronger together is so very apt - and will see us through the most difficult period we’ll ever face.
A THANK YOU FROM ME
STAY AT HOME, WATCH TV
Our key focus remains on casting solutions. In fact, with covid-19 forcing guests to spend more time in the bedroom, TV usage has increased and casting has become an even more integral part of the guest-room experience. As usage figures rise, our standard advice of hard-wiring this technology (unless the WiFi service is particularly robust) and
entertainment system tended to be a wall or arm-mounted TV with a basic line-up of channels (often no more than 5) and a pay-as-you watch vehicle for premium channels and movie content. Not anymore. Echoing the hospitality sector, BYOD is driving technology upgrade trends. Small screen TVs (typically 19 or 22-inch) are being replaced by hybrid systems, featuring touch-screen displays (often tablets) and BYOD platforms, delivered via fast, robust WiFi networks. The tablet or device becomes a key part of a hospital’s communication with the patient, offering a platform for appointment details, postoperation updates, hospital maps, nurse call etc. The benefits of this type of system are significant; the hospital reduces its capital outlay whilst improving its service, and patients receive a home-from-home viewing experience without the expense and inconvenience of the dreaded top-up TV card.
YourService, Airwave’s in-room ordering web app
As another year passes, I’d like to take this opportunity to warmly thank Airwave’s talented team, partners, and our loyal customers. I didn’t want to start this article with a cliché, but I’ll end it with one – we couldn’t have done this without you. Thank you. I hope by the time you read this, our world and industry are a calmer, safer place. David
0845 555 1212
CONNECTING YOUR FUTURE
The SCCI Group consists of eight UK-based companies, operating within the technical services environment. Privately owned and headquartered in Harlow, Essex, the group’s core expertise lies in TV & media systems, satellite & fibre distribution networks, security systems, outside broadcast and fire & life safety.
–
TV & Media Solutions
–
Security Systems
– –
–
Fire & Life Safety Systems
AIRWAVE & THE SCCI GROUP
Airwave was acquired by The SCCI Group in 2017. Having shared clients and worked collaboratively on projects across the UK, the acquisition consolidated the key strengths of both businesses, creating the UK’s largest systems integrator, and a go to company for screen media, digital connectivity and network services.
–
Hospitality TV Systems
–
Healthcare TV
–
IPTV
–
Fibre & IRS Systems
–
Digital Signage
Patient Entertainment Systems
Telecoms
–
Wifi & HSIA
–
IPTV
–
Distribution Networks
–
Digital Signage
–
Wifi & HSIA
–
Distribution Networks
–
Financial Services
–
Leasing Agreements
–
Maintenance Support
–
Outside & Satellite Broadcast Services
–
Movie & Programming Content
–
Live Event Transmission
–
Video On Demand
–
Production Facilities
–
International Channels
500 Employees
STRONGER TOGETHER
Airwave’s acquisition has substantially enhanced its service offering. Along with expected benefits such as greater buying power, diversified skillset and consolidated knowledge, Airwave is now able to utilise SCCI’s nationwide network of service engineers – resulting in leaner operational efficiency and faster response times1
www.airwave.tv
–
Building Safety Management
Size and Scope
£60M Turnover
2.5M Access Points
14,000
Maintenance Visits per month
NEW BUILD PROPERTIES
The concept of stronger together is especially relevant for Airwave’s portfolio of new build and refurbishment clients, who benefit from a consolidated service offering and a single point of contact. Security systems, fibre & IRS, telecom infrastructure, fire & life safety systems and financial services complement an existing portfolio of display centric technology. 1. SCCI can send an engineer to anywhere in mainland UK within 4 hours.
info@airwave.tv
7
Airwave At Work
THE GRAND BRIGHTON
Kiss me quick, squeeze me slow, ice cream, wind and rain - the British seaside holds fond memories for many a feuding family - and few resorts are quite as iconic as south coast jewel, Brighton. Sandwiched by the stunning South Downs and miles of pebbled beaches, Brighton is one of the most visited seaside resorts in England. The recently refurbished Grand Brighton sits proudly on the promenade, and boasts a top-quality TV entertainment system… In conjunction with the hotel’s refurbishment, Airwave upgraded the Grand’s network infrastructure, implementing an in-room network upgrade and installing a DOCSIS (data over coax) headend - enabling the delivery of smart services over the existing coaxial network. Samsung’s 690 Series SMART hospitality TVs ticked all the boxes, with 135 x 49-inch, 53 x 55-inch and 13 x 43-inch displays desk-mounted in the guest rooms. Otrum’s CTRL information system was embedded on each TV, providing a welcome screen and 10 interactive information pages. CTRL’s cloud-based technology saves the associated hardware and maintenance costs of server-based systems, whilst retaining a comprehensive list of features such as native TV apps and fully customisable graphics & menus. The cloud-based movie app Airtime was also deployed on each TV, providing guests with multi-language, early-release blockbuster movie and programming content on a pay-as-you-play basis (for more details, see page 21). And as a chocolate flake on the ninety-niner, hospitality certified Google Chromecast was installed in 49 of the Grand’s premium rooms, allowing guests to stream their own content on the guest-room TV (for more details, see page 15).
8
www.airwave.tv
HAMPTON BY HILTON, EALING
In the midst of modern offices and restaurants, Hampton by Hilton, Ealing, boasts a busy, convenient location. The newly built property consists of 185 guest-rooms, a 24-hour fitness centre and bar & restaurant facilities. A brand-new property requires a state-of-the-art television system and Airwave was tasked to design and install accordingly, commencing the project with the installation of aerial and satellite/ reception equipment and a RF TV network, including a Sky HD box. In the guest-rooms, 185 x 55-inch Samsung HG55EJ690 hospitality TVs were wall-mounted on BTech BT8210B flat wall brackets and Samsung’s REACH IP was implemented, providing guests with an interactive information and entertainment system.
0845 555 1212
THE CHEVAL RESIDENCES, GLOUCESTER PARK
THE HOXTON SOUTHWARK
Hoxton, the impossibly cool, but affordable brand has opened its third London hotel. The 13-storey site includes a seafood restaurant, rooftop bar, meeting & event spaces and 192 trendy bedrooms. Of course, each of the bedrooms had to be furnished with an aesthetically pleasing television system. Ensuring as slim a footprint as possible, Airwave engineers customised Btech wall brackets, ahead of wall-mounting 192 x 43HGEE690 displays. Samsung’s 690 Series’ slim, stylish design adds ambience to a hotel room whilst ensuring the guest’s focus remains firmly on the screen. Enhancing the premium guest experience, Airwave deployed a Samsung REACH system, providing an interactive customer interface whilst also enabling the seamless management and maintenance of the hotel’s TVs. “I felt a little out of place amidst the cool people at Hoxton Southwark” said Head of Hospitality Sales, Wayne Bowring “but was nevertheless delighted to assist with the provision of a top-quality TV system!”
The Cheval Residences provide luxury apartment accommodation in London’s Gloucester Park. Available as both short and long-term stay options, Cheval offer 98 beautifully appointed living spaces, incorporating a mixture of 1, 2 and 3-bedroom apartments and stunning 5-bed penthouses. Looking for a modern, but simple hospitality TV system, Cheval approached Airwave, experts in the supply of display-based technology to the serviced apartment industry. In this instance, Samsung’s HGEJ690 hospitality TVs ticked the right boxes. Airwave supplied and wall-mounted a mixture of 32-inch, 43-inch, 55-inch and 65-inch displays, installing a total of 290 screens across the property. As is always the case with serviced apartments, Cheval requested extra functionality from each television. Namely, centralised TV management and embedded information services, allowing the dissemination of resident and property information via interactive pages on the TV. To service the requests, Airwave embedded an Otrum CTRL cloud-based interactive information system on each TV. Of course, a television’s primary function is entertainment, and with this in mind, Airwave incorporated hospitality certified Google Chromecast, allowing guests to cast content from a smart device to the room’s television. “An information system coupled with Google Chromecast is fast becoming a standard” said Sales Director, Paul Chambers “this system offers operational agility whilst providing guests with an infinite supply of content from apps such as Netflix and YouTube.”
THE ABBEY HOTEL, BATH
The Abbey Hotel sits over three interconnected 18th-century townhouses in the beating heart of Bath’s vibrant city. Uniquely presented, and featuring a restaurant modelled by Marco Pierre White and Pierre Koffmann, the Abbey provides a luxurious, boutique experience. Abbey was keen to provide both an information and entertainment element to their new TV system, whilst also needing some backend infrastructure to support the new technology. Required infrastructure included satellite, aerial and headend equipment, all were duly installed ahead of the arrival of the hotel’s new TVs. A mixture of 43-inch and 55-inch Samsung EJ690U Series hospitality TVs were wall-mounted on BTech brackets, and an Otrum Enterprise information system was implemented on each TV - Enterprise is a powerful software platform, delivering a seamless user experience across TVs, tablets and smartphones. Adding further functionality, Airwave implemented hospitality certified Google Chromecast, allowing guests to cast their own content to the in-room TV. And for guests that don’t have access to a movie streaming service or smart device - or for those that simply enjoy a traditional pay-as-you-play hotel movie, an Airtime service was implemented. “With Otrum Enterprise, Chromecast and Airtime, Abbey’s guests will benefit from an all-singing, all dancing television system” said Airwave Head of National Accounts, Adam Jones.
www.airwave.tv
MALMAISON EDINBURGH
Malmaison is a collection of 16 boutique hotels in the UK, each site offering stylish, experience based, city centre accommodation. Edinburgh City is Scotland’s fifth Malmaison site, boasting an enviable location in Edinburgh’s New Town district, a stone’s throw from the iconic Princes Street. With Malmaison looking for a modern, value-driven hotel TV system, Airwave recommended the Cello CTSACC hospitality TV series. Cello’s CTSACC series – exclusive to Airwave - offers full hospitality TV features with built-in Google Chromecast functionality - at a market leading price. To complement each 40-inch Cello TV, Airwave installed and deployed an AirMedia RF information system. AirMedia RF is a low cost, innovative and flexible interactive information system, designed to deliver customisable information pages on hospitality TVs. “Cello’s CTSACC series and AirMedia RF work together to provide a compelling value-driven hotel TV system“ said Key Account Manager, David Taylor, “and to deliver this into a brand of Malmaison’s stature is a credit to the quality of the system.”
info@airwave.tv
9
FAQ
Hotel Information Systems WHAT’S A HOTEL INFORMATION SYSTEM?
Hotel Information Systems deliver interactive services and additional features to the guest-room TV. Systems range from simple splash screens (using text and images to welcome a guest) to feature-rich, sophisticated interfaces that can communicate with a hotel’s management system. Fully customisable and remotely managed, well-designed systems enhance the guest experience, improve operational efficiency and provide additional revenue streams.
WHAT MAKES A GOOD SYSTEM?
Simply speaking, a good system should be tailored to the specific requirements of a hotel - this tends to reflect the size, scope and star-rating of the property. Whilst systems come in all shapes and sizes, a few common rules do exist. Think about: • Simple and intuitive – Easily navigable menus and logical pathways are key. Can BBC One be located quickly? How easy is it to cast content on the TV? A clear, intuitive menu system is the defining feature of a quality platform. • Quick and responsive – Isn’t it frustrating when your smartphone is old and sluggish? Well, the same applies to a hotel information system. The user experience should be slick and responsive (gone are the days when a two-second wait for a page change is acceptable). • Convenient – A good system should offer a quick, seamless method of updating content, allowing regular, hassle-free information updates. • Flexible – The best systems offer the designer a “blank canvas” to create exciting, bespoke designs that conform to a hotel’s branding and provide wow factor. Whilst template-based systems do have a place, they can be restrictive and less visually appealing. • Upgradeable – Things change, times move on. Don’t be stuck with a system that can’t be amended without considerable resource and expense. The best platforms are future-proof, easily updated and provide regular (FOC) software updates and new features. • Design – Whilst user experience is critical, first impressions count. A thoughtful, professional design elevates a system. • Price – Of course, price will vary considerably alongside the complexity of a system but the hard and fast rule is: don’t pay for features you don’t need!
10
www.airwave.tv
0845 555 1212
I WANT AN INFORMATION SYSTEM, BUT DON’T HAVE SMART TVS
You don’t need SMART TVs; a number of platforms can run on existing RF infrastructure (also known as coaxial cabling) or can be implemented via external hardware. It’s also possible to run a SMART TV system via coaxial using DOCSIS (data over cable service interface specification) technology particularly useful for hotels that want SMART functionality but can’t sanction costly/disruptive cabling upgrades.
I CAN’T AFFORD AN INFORMATION SYSTEM
Entry-level systems can be surprisingly affordable, have you considered a simple welcome screen with a branded image? this type of solution is especially suitable for small, boutique hotels and B&Bs. It’s also worth considering return on investment potential; room service, spa bookings, video-on-demand movies, local services advertising – just a few examples of potential revenue streams that a welldesigned system can provide. Still unsure? How about investigating Airwave sister company, Switchsure’s, finance and leasing packages? (for more details, get in touch: info@airwave.tv) allowing cost to be spread over a fixed-term contract?
I JUST WANT SOMETHING CHEAP AND SIMPLE
Absolutely! Sometimes a simple, branded welcome screen with an image or logo and text is all that’s needed. It’s worth noting that a system can be designed, implemented, and then (remotely) enhanced or redesigned at a later date if required (every system that Airwave sell is future-proof in this sense). This allows a hotel to ‘go small’ initially and then upgrade if and when necessary.
www.airwave.tv
HOW CAN AIRWAVE HELP?
Airwave’s team of content engineers design, deploy and manage most leading information systems, including: Otrum Enterprise, CTRL & Start, AirMedia RF & IP, Samsung REACH, Philips CMND and LG Pro:Centric. Whilst the choice may seem overwhelming, each platform offers similar features and functionality. We find that final purchasing decisions are often made as a matter of personal taste, based on the ‘look and feel’ of a system. However, rest assured, Airwave is here to advise, demonstrate and guide you. Why not get in touch for an exploratory chat or online demo?
info@airwave.tv
11
TALK US THROUGH THE WORKFLOW OF A TYPICAL PROJECT
Project
Management In the Hospitality Technology Industry As Hotel TV systems become more complicated, so too does their design and deployment. Today’s feature rich, IoT driven technology is changing the parameters of the industry’s project management function. We speak with Project Manager and long-time Hotel TV logistics expert, Tom Chapman, and talk about Airwave’s project management machine.
Tom Chapman, Project Manager, Airwave
TELL US ABOUT YOUR ROLE?
I’m one of several project managers within Airwave’s operations team and work on our multi-layered, integrated systems projects. Essentially, I act as an intermediary between the sales team, technical department and the client, ensuring we’re all communicating and working as efficiently and costeffectively as possible. I know I don’t look old enough, but I’ve been performing similar roles in the hospitality technology industry for nearly 21-years!
THAT’S A LONG TIME! HOW HAS THE HOTEL TV INDUSTRY CHANGED FROM A PROJECT MANAGEMENT PERSPECTIVE?
The complexity and scope of today’s Hotel TV system is a world apart from what it used to be. When I first started in the industry, the challenges were fairly straightforward. We’d ensure the aerial and satellite to TV network was implemented and all channels available, we’d ensure that each TV was cloned (hotel TVs can be “cloned” to expedite one TV’s settings across every TV) and we’d either desk or wall-mount each screen. The only added complexity arose from VOD (video on demand), but this was very much a “five-star only” domain. Now of course, things are very different. Complexity arises not only from advancing technology, but the integration of systems with various third-party suppliers and partners - for example the hotel’s WIFI & network provider (if not managed by Airwave). Is this robust enough to support our system? Is the provider available, or willing, to talk to our technicians? A third party introduces an added dimension to a project that needs to be managed carefully. We also need to be cognisant of the complexities that IoT solutions bring; whilst IoT delivers innovation and infinite possibilities, it can also be temperamental! We need to be proactive and alert.
12
www.airwave.tv
This actually starts before I take ownership; we’ll typically engage our pre-sales team to implement a full site-survey, the nature of which dependent on the scope of the project. Most Airwave engineers are multi-disciplined and able to cover all aspects of the survey, but it’s not unusual to send engineers with various skillsets to advise on large, multi-faceted jobs. As an example, an RF engineer to review the hotel’s RF distribution, whilst a network specialist concurrently surveys WIFI/LAN/IP infrastructure. This analysis details the scope and complexity of the project, allowing me to work alongside the account manager and technical team to present a “good, better, best” proposal to the customer. All being well, we’ll kick off the project and the real work begins! This commences with a series of conversations between the sales and technical team -these interactions are critical to the smooth running of the project and we’ll speak at great length, covering off all areas and contingencies in micro-detail. From this point forward, I am in constant contact with the lead technical engineer, it can be a little intense and often morphs into something like a husband and wife relationship! Next, a site meeting with the client. This covers the job’s logistics: project stakeholder introductions, stock lead times, proof of concept rooms, access and delivery, floor plans, design team input – the list is long. I insist on visiting every room in the hotel to look for potential problems – this might seem excessive but you’d be surprised at the number of issues that can be mitigated by doing this. I’ll take a virtual clipboard and review power, data and RF outlets, check the area and structural integrity of wall surfaces - and I count rooms! Believe it or not, it’s not uncommon for a GM to misquote, or not know, the number and layout of rooms in their hotel. Whilst on site, the lead technical engineer and I also run through the initial RF/network survey report and sense check all items related to the system’s deployment. When this is all complete, we’ll finalise the order and commence pre-site works. From supplier confirmations, to the scheduling of engineer resource, through to the pre-configuration and design of the system, this part of the process sees me knee-deep in topography drawings and spreadsheets and it’s all about the detail. For example, we need to ensure that equipment is set up and labelled to its respective property location, harvesting specific details (serial, MAC address etc) to each piece of hardware. This not only helps with an efficient installation, but is integral to the support of the products once handed over and in a live hotel environment. As good practice, I will typically attend site on the first installation day, but theoretically speaking, if I’ve done my job and been ultra-efficient, I don’t really need to be involved now. Once the work is complete and the system commissioned, I will collate installation and technical handover reports and organise training for the relevant hotel staff. With the final sign-off, O&M and trouble-shooting documentation is presented to all stakeholders. These files provide reference for both the client and our own support team. When all this done, it’s time for a celebratory cup of tea (or gin) and a jammy dodger…before moving onto the next deadline!
0845 555 1212
IS THERE MUCH VARIATION FROM PROJECT TO PROJECT?
It all starts with a site survey.
There is! And this is what makes the job so interesting. I have worked on integrated systems deployed over several thousand rooms, but have also managed the supply and installation of a Freeview system into a small boutique hotel. However, every single site is different. Even if we’re installing the same system into a template room, Premier Inn for example, there are always nuances and surprises. I love this part of the job, it keeps me on my toes and stops me getting complacent and making mistakes. I often hear that you learn from mistakes and shouldn’t be afraid to make them. Well, our management team think differently! Mistakes can be expensive when working with technology so we’re trained to avoid them at all costs.
WHAT’S THE BIGGEST CHALLENGE YOU FACE ON A DAY-TO-DAY BASIS?
Evolving technology. The systems we sell are constantly changing. Whilst this is exciting and dynamic, it can be quite exhausting! Whilst we don’t have to know every little detail about each system we sell, we do need to know a considerable amount. Toby Hart (Airwave Operations Director) insists we become product experts. This means there’s never really a quiet day, if we’re not pouring over spreadsheets, we’re expected to be learning about mobile device management or burying our head in WiFi theory!
WHAT’S YOUR TOP TIP?
I have two. Firstly, be honest, it’s such an important quality and should underpin your relationship with the client. Be open, be transparent; if you have bad news, don’t hide it or dress it up. Similarly, don’t be afraid to challenge the customer if you feel their expectations are unrealistic or have concerns about the technology they’re requesting. We’ve often recommended against unnecessary features - the customer usually appreciates this as it keeps costs down! – and often express concerns about systems that lack scope to be future-proofed. Secondly, every good project manager should be obsessed about working as cost-efficiently as possible. This might seem obvious but you’d be surprised how often it’s not the case. A lean project means better prices for the customer and better margins for Airwave. Everybody’s happy!
WHAT’S THE BEST PART OF THE JOB?
I love technology and learning about products. As mentioned, I don’t have comprehensive knowledge of every product so often see projects as a jigsaw puzzle. At first, you look at the scope of works and it seems overwhelming. Where do I start?! but gradually, the pieces come together, concluding with an enormous sense of satisfaction when the puzzle is complete. I see our technology – interactive TV platforms, signage, WiFI, MDM etc – as pieces of the puzzle. When these are all integrated effectively and function as per design, it’s a great feeling.
WHAT MAKES YOU TICK?
This might sound a bit corny but I get a buzz from delivering a well-planned and well-executed project. I love my job and am passionate about getting it right. We have such high standards at Airwave and it’s humbling to be part of such a talented team. Couple this, with getting the chance to visit some incredible properties and working with highly motivated and invested clients, that gets me up in the morning! I also love a bad joke, a biscuit and am great friends with Airwave’s Head of Hospitality Sales, Wayne Bowring, who keeps me in check with his sardonic wit and straight-talking ways.
www.airwave.tv
One of a series of pre-installation diagrams, busy at the back, tidy at the front…
info@airwave.tv
13
Y L L E T CTS I D D A 8 out of 10 UK adults regularly use ondemand content services such as BBC iPlayer, Netflix and YouTube. Amazon Prime, Apple TV+, HBO Now, Disney Plus, ITV Hub, BritBox, Spotify, Now TV – the choice of platforms is vast, providing the viewer with a gargantuan array of TV shows, movies, music and online content. Which, perhaps understandably, feeds addiction to an already favourite past-time – watching TV. “Have you watched any good boxsets lately?” is now as commonplace a conversation piece as “the weather’s starting to turn?” in today’s technology driven world.
WATCH WHAT YOU WANT, WHEN YOU WANT
Of course, the introduction of on-demand technology, has seismically shifted our viewing habits. We now have enormous choice, not just in the content we watch, but how we watch it. Content can now be consumed via portable devices such as laptops, tablets, and most notably – smartphones (the UK is the world’s leading smartphone user with 83%1 market penetration).
BINGE WATCHING BRITS
So, what does all this this mean? Well, simply speaking, the UK public are smartphone-addicted, hungry consumers of on-demand television & movie content. Binge-watching is facilitated by the choice, accessibility and portability of content – all leading to watch what you want, when you want consumption of content.
14
www.airwave.tv
“Have you watched any good box-sets lately?” IS THIS THE FUTURE OF HOTEL TELEVISION?
On-demand content is not the future, it’s the now! The future will simply see greater adoption of on-demand technology until it becomes as standard at the TV itself. Whilst linear TV still has an important place in the hotel room, it’s not nearly enough to satisfy today’s traveller on its own.
BEATING BOREDOM
In the latter part of 2019, half of UK homes subscribed to at least one of Netflix, Amazon Prime or Now TV - this figure rose stratospherically during covid-19’s period of lockdown. 12 million new streaming subscriptions2 were initiated in this relatively short period of time, perfectly demonstrating the importance of content to a captive audience. The parallel is obvious; guests in hotel-rooms, away from the comfort and convenience of home, look for ways to pass the time.
HOW DO I PROVIDE ON DEMAND CONTENT IN MY GUEST ROOMS?
Many on-demand services can be embedded on SMART hospitality TV displays. Whilst this does provide the guest with a good amount of extra content, the line-up of available apps can be limited. Significantly, the provision of certain subscription services (most notably, Netflix) is problematic due to licensing restrictions. This can be remedied by the installation of Google Chromecast - allowing guests to simply cast their content from a portable device to the hotel’s television. Whilst other methods of content sharing do exist (for example screen mirroring) Google Chromecast is by far the most secure, flexible and user-friendly casting platform. 1 Newzoo's 2019 Global Mobile Market Report. 2 Ofcom. 3 BARB.
WHY IS ALL THIS IMPORTANT?
There’s no getting around it - guests used to watching what they want, when they want, won’t be impressed with a standard line-up of terrestrial TV channels in the hotel room. In today’s technology-driven world, a hotel must provide a vehicle for the guest to watch their own content on the in-room TV.
0845 555 1212
CHROMECAST For Hotels
Watch what you want, when you want.
A home-from-home experience in your hotel
DO I NEED A SMART TV?
WHAT IS IT?
No. A Chromecast unit adds smart functionality, breathing life into an existing TV system and providing a multitude of popular apps, a browser and typically, a quicker, more intuitive viewing experience.
Google Chromecast is a small device that plugs into a television’s HDMI socket, enabling the casting of internet media from a guest’s device to the in-room television. The device allows guests to access a range of content from apps such as Netflix, Amazon Prime, BBC iPlayer, and YouTube.
WHY IS A ‘HOSPITALITY CERTIFIED’ CHROMECAST NECESSARY?
A hospitality certified Chromecast device will be configured to prevent interference between rooms and housed in protective casing to stop tampering and theft. Chromecast can also be integrated into an information system, providing an intuitive point of access and ensuring the return to a branded interface when casting has finished.
HOW DOES IT WORK? Using a portable device (such as a smartphone or tablet) as a remote control, the guest can choose from a list of compatible apps and simply ‘cast’ the app’s content from the device to the TV. All that’s needed is a wifi connection, a Chromecast unit and a television with an HDMI port.
WHY IS IT IMPORTANT? Eight in ten UK adults4 use subscription services such as Netflix or catch-up TV services and 83% of the population5 own a smart portable device. Today’s guest is a hungry consumer of on-demand content and expects to watch this in the hotel room.
The average Briton watches over three hours of TV every day3
Chromecast allows users to cast from 1000+ applications
WHAT PLATFORMS ARE COMPATIBLE WITH CHROMECAST?
Chromecast is compatible with every widely-used platform, including: Windows, Android, Apple OS X, Chrome OS and Linux.
IS CHROMECAST THE SAME AS SCREEN MIRRORING?
No. Chromecast is a much more flexible and user-friendly method of casting content, allowing users to browse their device without disrupting what’s streaming to the TV (as an example, users can receive calls, respond to texts and surf the net whilst watching Netflix). Also, screen mirroring is only compatible with Android devices and consequently only relevant to a fraction of guests.
WILL CASTING DRAIN MY BATTERY AND/OR DATA ALLOWANCE? No. Your battery is only used to initiate casting and all solutions use wifi, not data. 4 Ofcom Communications Market Report 20 . 5 Newzoo’s Global Mobile Market Report
www.airwave.tv
info@airwave.tv
15
INFECTION CONTROL
Technology
In May 2020, the Government produced a “Working safely during coronavirus (COVID 19) - guidance for hotels and guest accommodation” document, detailing the operational procedures necessary to mitigate the spread of covid-19. Most of the document’s principles centre around surface cleansing, social distancing and information dissemination; in line with this, Airwave curated a portfolio of infection control technology to assist the hotel’s journey into covid-19’s world.
REMOTE CONTROLS
YOURSERVICE – IN-ROOM ORDERING APP
Designed and created by Airwave’s technical engineers, YourService is a web-based in-room ordering app, allowing guests to purchase food, beverages and various services from the comfort and safety of the guest-room. Built with simplicity in mind, guests access the functionality via a QR code (no need to download an app) and can pay for goods via the app. Fully customisable, the YourService interface can be designed in accordance with a hotel’s branding.
One of the most touched items in the guest-room, the TV’s remote control is a key contamination risk. For the ultimate peace of mind, Airwave offer two “virtual remote control” products, allowing the guest to bypass the RC completely, instead using a portable device (typically a smartphone) to control the TV. For a simpler solution, Airwave offer two types of ergonomically designed, wipe-clean remote control solutions, enabling quick and hygienic cleaning at the end of a guest’s stay.
Airwave partner, Philips, has created a number of products in response to the coronavirus pandemic. Philips People Count uses sensor technology on a signage display to track the number of people entering and exiting through a single entrance. Compatible with Philips D/H/P & Q-Line displays,
DIGITAL SIGNAGE
With frequently changing health guidelines and a wealth of critical health and safety information to disseminate, digital signage has become an increasingly important tool in today’s covid-19 dominated world. Signage manufacturers have refined their product offering to further combat the spread of infection, offering tools such as thermal detection, people counting apps and antimicrobrial touch interfaces. A particularly innovative solution combines a 22-inch android signage display that features an integrated, automatic sanitiser dispenser – idea for environments that lack hand-washing facilities.
People Count offers a seamless, automated human inventory system. Philips GuestConnect is a cloud-based remote control app, enabling guests to use their smartphone or tablet as a remote control; and for a simple solution, Philips wipe-clean remote controls provide an “easy-clean” solution for the guest-room RC.
THE NHS NIGHTINGALE HOSPITAL
As the Coronavirus pandemic shook the world to its core, it became important to hold on to the few positives that presented themselves. Perhaps top of the list of is the altruistic spirit and sense of community instilled across the country. When the going gets tough, we stick together, look after each other and reevaluate priorities. With this in mind, an approach by partner Sky Business to assist with technology within NHS Nightingale, London Excel, was grasped by the collective hands of Airwave's team. Airwave donated 55-inch Samsung TVs to the staff rest areas at the Nightingale hospital, to be used in conjunction with NOW TV streaming sticks, offering NHS staff a brief respite from their situation during break times. “Being married to a nurse, I understand how tough working on the frontline can be" said Airwave Operations Director, Toby Hart "we realise how important a role the NHS plays in all our lives, so we’re pleased to be able to make this small contribution which will hopefully make work for frontline NHS staff a little more bearable.”
To find out more about Airwave’s portfolio of infection control technology, get in touch.
16
www.airwave.tv
0845 555 1212
Otrum Enterprise provides guests with an intuitive information system
THE BRAND
An Otrum Enterprise Interactive Information System is embedded on each TV; featuring individually designed pages (typically 10-12 per site), Enterprise provides information on hotel facilities & local attractions, and houses access to smart TV apps, VOD and various other functionalities. Key services embedded within Otrum’s system include Google Chromecast and the Airtime VOD app - providing new release, multi-language movie & programming content on a ‘pay-as-you play’ basis. A Sky Select service provides a tailored listing of premium, HD channels, all sent via the hotel’s communications room, negating the need for in-room hardware.
Park Plaza is an upscale brand, featuring contemporary hotels in vibrant city centre locations. Catering for both leisure and business travellers, each hotel boasts modern meeting facilities, premium F&B services and stylish guest rooms. Airwave is proud to be a Park Plaza technology partner, delivering hospitality TV and digital signage systems to each of the chain’s UK and Netherlands based properties, including: Westminster Bridge, County Hall, Holmes Hotel, Park Royal, Riverbank, Victoria, Waterloo, Nottingham and Netherlands based Utrecht, Victoria and Vondelpark.
THE TECHNOLOGY
Airwave has designed and implemented guest-room TV and signage technology across each UK and Netherlands based site. “We’ve managed a mixture of installations” said Airwave Sales Director, Paul Chambers, “adding new technology into systems we’ve previously installed, and of course, deploying new systems in their entirety.” With sky-high room occupancy in mind, key to the successful deployment of each project was a superefficient installation process. "It’s a meticulously organised operation" said Project Manager, Tom Chapman "we need to make every single second count."
GUEST-ROOM ENTERTAINMENT
“We were tasked to design a modern system that would appeal to every type of guest” said Airwave Head of Hospitality Sales, Wayne Bowring, “this
DIGITAL SIGNAGE
Meeting-room signage at Park Plaza Victoria, London
involved a mixture of casting services, linear channel delivery and video on demand content.” Catering for a uniform guest experience in each bedroom, Airwave implemented the same technologies in each Park Plaza property: Samsung’s 690 Series is the preferred hospitality TV, with over four thousand 43 to 55-inch displays installed across the estate.
With city centre locations and a high ratio of business visitors, Park Plaza’s meeting & conference facilities form an important part of their service offering. Airwave was tasked to propose a signage system that would facilitate the movement of guests within the brand’s busy meeting facilities. Key to this remit was simple, intuitive content management software, enabling frequent, problem-free updates. Airwave deployed an Otrum Signage Software platform, providing powerful, intuitive, drag and drop content management. Fronting Otrum’s platform, Airwave installed a mixture of signage hardware, including large format displays & free-standing kiosks from Samsung, and tablet signage from LG. To minimise each display’s footprint, most displays were flush mounted to walls.
Park Plaza Westminster, home to 1,646 Samsung Hotel TVs
18
www.airwave.tv
0845 555 1212
COWORKING CO-LIVING COEXISTING Technology in the Shared Space Sector One key advantage of today’s connected world is the flexibility it provides, creating a digitally nomadic lifestyle and expanding the parameters of the way we live and work. This is no more prevalent than in the shared space environment, offering co-working and co-living experiences that combine the comfort of a hotel, with the technology and collaboration of an office or home environment. With the number of co-living properties doubling in the last two years and a flexible workspace market value of $26 billion*, the shared space sector is on a sharp ascendency. Shared space properties - truly functional mixed-use buildings, underpinned by robust technology infrastructure, will soon be commonplace. * JLL — Flexible Workspace Markets 2019
THE COLLECTIVE, CANARY WHARF
The Collective, Canary Wharf, is the world's largest co-living space. The cutting-edge building offers a new standard of design-led communal spaces and living experiences, built to facilitate moments of connection between members. Offering shared spaces, a cultural events programme and gym membership, the Collective tackles issues such as shortages in affordable housing and declining mental wellbeing. The Collective's serviced living space provides fully furnished rooms and apartments in some of London's most iconic locations; Airwave was honoured to provide display-based technology to the latest space in Canary Wharf. Recommending Samsung’s 690 series of SMART hospitality TVs, Airwave installed 705 screens into the property's bedrooms. Recognising the Collective's cultural events programme and the need to inform guests of the conveyor belt of events at Canary's Wharf's site, Airwave embedded an Otrum Enterprise interactive information system on each TV. The Enterprise platform is a powerful tool, allowing properties to quickly and efficiently disseminate information to the guest-room TV. However, all information and no play, makes the Collective a dull boy, and with this in mind, Airwave implemented hospitality certified Google Chromecast via the Otrum user interface, enabling residents to cast content from their portable device to the room's TV. This of course, provides residents access to the almost infinite supply of content provided by apps such as Netflix, Amazon Prime, YouTube, BBC iPlayer etc.
www.airwave.tv
FORA WORKSPACES
With 12 London-centric locations (Brick Lane, Spitalfields, Old Street, Clerkenwell, Fitzrovia, Soho, Shoreditch, Borough, Reading & Southwark) Fora provide premium, modern workspaces for a variety of business types. Founded in 2014, Fora is a product of a shared vision to create a workspace that embraces and elevates modern working life. And of course, modern workspace requires modern technology - with this in mind, the deployment of a cutting-edge messaging system to work across Fora's estate, was high on the agenda. Airwave and partner Otrum collaborated, together installing and implementing a digital signage content management system to run across Fora's estate of signage screens. The result? A very happy customer, To see for yourself, scan the QR code:
CITADINES ISLINGTON
Citadines specialises in apart-hotel accommodation, combining the space and amenities of an apartment with the support services of a hotel. With 250 properties situated across the globe, Citadines is a world leader in the provision of serviced apartment facilities. Having previously supplied TV systems to all of Citadines' six London properties, Airwave was duly tasked to upgrade the television technology in Citadines’ new Islington property. Samsung 690 Series hospitality TVs were recommended, with 143 x 43-inch and 49-inch displays wall-mounted in the guest-rooms. Of course, a top-quality TV entertainment system needs to be underpinned by fast, robust WiFi. A RAN (room area network) was implemented by Airwave partner, WiFi and Internet services provider, Wifirst (also a Citadines key partner, having supplied internet services to 40 Citadines properties in Europe).
Wifirst and Airwave engineers worked together, assessing, restructuring and improving the property’s network infrastructure - ultimately, providing Citadines Islington with a lightning fast WiFi connection. “Our WiFi provision offers the guest, a secure, easy and fast connection to the room’s WiFi network, thanks to our RAN” said Wifirst Technical Director, Vincent Jouan “we promise an intuitive connection journey of no more than 5 seconds, just scan a QR code and you’re connected to the internet, it’s that easy!” To find out more about Wifirst’s, industryleading internet service offering, see page 22
info@airwave.tv
19
Airwave sister company, Techlive International, provide international channels and movie & television content to the hospitality and healthcare sectors. Partnering with leading movie studios, Techlive deliver content to 5 million guests in 50+ countries each year. Creators of the cloud-based movie APP, Airtime, Techlive is a global leader in the delivery of hospitality exclusive content.
INTERCONTINENTAL LYON
Sitting proudly on the banks of the River Rhône, a sweeping 280 metre façade offers a breathtaking prelude to guests of the Hotel Dieu, Intercontinental Lyon. Designed by Pantheon architect, Jacques-Germain, Hotel Dieu spent most of its life serving as the city’s maternity hospital (1 in 3 Lyonnais were born here), before a long restoration turned the emblematic building into a five-star hotel. Each of the hotel’s 144 rooms offer the ultimate in luxury, featuring high-beamed ceilings, arched windows and details befitting of world class hospitality. Looking to provide a similarly world class TV entertainment package, Techlive was approached to discuss the system’s on-demand content provision. Techlive implemented an Airtime service on each guest-room hospitality TV, offering guests early-release, pay-as-you-watch blockbuster movies and television content. “We were asked to provide a user-friendly VOD solution that catered for the hotel’s cosmopolitan guest demographic” said Airtime Product Manager, Richard Excell “Airtime was the obvious solution, offering multi-language support and subtitles across 12 key languages.”
THE JOIDES RESOLUTION
Part of the International Ocean Discovery Program, the Joides Resolution (JR) research vessel drills into the ocean floor to collect and study core samples, allowing scientists to better understand climate change, geology and the Earth’s history. The vessel spends 222 days a time at sea, an obvious hardship for the ship’s 50 scientists and 65 crew – who are in need of respite entertainment options to while away the hours. Techlive was honoured to support such an important initiative with a library of blockbuster movie content, remotely implemented onto the ship’s entertainment system. In total, 60 movies were provided, including a mixture of early-release titles, blockbusters and movie classics across the ages. “Key to this particular content provision is the ability to refresh the content periodically” said Content Support Executive, Reece Aherne “we’re of course conscious that the ship’s crew aren’t blessed with limitless entertainment options in their spare time!” “I’m sure the crew are quite pleased that ‘Jaws’ or the ‘Perfect Storm’ isn’t currently on the list of Airtime classics” said Airtime Product Manager, Richard Excell “we’ll be careful to provide suitable classics moving forward!”
QUEST APARTMENT HOTELS
The Quest Apartment Hotel Group operate over 170 properties in Australia, New Zealand, Fiji and the United Kingdom. Typically located in close proximity to business centres and major tourist destinations, Quest provide flexible “home-from-home” accommodation, offering hotel amenities alongside cooking and laundry facilities, and plenty of space. “Quest is a key player in the ever-growing apartment-hotel market” said Techlive Managing Director, Tim Worrall “we’re delighted to partner with them to provide movie content across their global portfolio of properties.” Techlive deployed a guest-pay Airtime service on Philips Media Suite hospitality TVs in three New Zealand Properties – Quest Newmarket (50 rooms), Quest Carlaw Park (42 rooms) and Quest On Beaumont (34 rooms).
20
www.airwave.tv
0845 555 1212
WiFi as a Service
Theo Dimishky, Business Development Director, Wifirst UK
Founded in 2002, Wifirst is the European leader in Managed WiFi as a service. Covering 26 countries, Wifirst opened UK offices in 2016, soon partnering with Airwave to provide an integrated technology offering to the hotel, student accommodation, senior living and healthcare markets. We talk with Wifirst’s Theo Dimishky about “WiFi as a Service” and why it’s such a compelling offering in today’s internet driven society.
What is WiFi as a Service, and how does it differ from regular WiFi?
Well, hotels often invest heavily in a new WiFi system, but as you know, technology advances at such a rate that today’s system is likely to be outdated in a few years. Wifirst circumnavigate technology obsolescence by loaning WiFi hardware equipment and charging a monthly service fee. Not only does this remove the capital investment element, it incentivises us to provide consistently excellent service throughout the contract term. We’re not just trying to sell, we’re passionate about the ongoing service provided. So essentially, WiFi as a Service enables a hotel to provide WiFi access that is constantly evolving and improving, offering the hotel a future-proofed system. At the end of the contract, we’re able to refresh all hardware at no additional cost, ensuring it’s up to date with current technology.
With no upfront fee of any sort, the monthly costs must be higher than most regular WiFi providers?
Actually, that’s not the case. We remain competitive and are so for a couple of reasons: Firstly, Wifirst is one of Europe’s largest business ISPs and benefit from the consequent buying power; this economy of scale allows us to price aggressively. Secondly, most providers hold a “resellers license” with the various WiFi manufacturers; we’re lucky enough to hold a “service provider license,” meaning we have access to better rates. And of course, our partnership with Airwave allows us to provide our service in conjunction with a hospitality TV system, further enhancing our competitiveness.
22
www.airwave.tv
“WiFi as a Service enables a hotel to provide WiFi access that is constantly evolving and improving” What are the top considerations when installing WiFi systems into hotels?
There are a few; you might think it’s straightforward but it’s a very carefully considered science. Of course, associated costs will always be a primary consideration, but let’s put this to one side for a moment and address the other key factors: 1) Coverage - guests expect WiFi to be available throughout the hotel, not just the bedroom. This needs to be cleverly managed and can’t be achieved by simply installing multiple WAP’s (Wireless Access Points) – this will cause noise issues. The deployment and placement of WAPs needs to be carefully considered and tested ahead of installation. 2) Speed – this goes hand-in-hand with coverage, but only in part! Dual-band coverage is essential, as the vast majority of devices natively prefer to connect to a 5GHz signal – which offers a much faster experience. We also need to ensure the switching network is fast enough, the cabling is adequate, and the incoming data line is quick enough. 3) Security – guests are becoming increasingly conscious of WiFi security, and rightly so. Unsecure public hotspots can expose devices and network owners to numerous security and legal concerns. Furthermore, we now have GDPR to consider - this is
something that the larger brands are especially wary of. 4) Reliability - whatever system you invest in, you'd hope it’s reliable, and to be honest, most modern professional WiFi networks are. But in the wonderful world of IT, things can go wrong from time-to-time. Choose a partner that looks beyond fundamental contract obligations and is motivated to provide the best service possible. This is where WiFi as a service comes into its own!
Why Wifirst?
Well, it’s important to remember that WiFi has become a commodity, I was going to say it’s as important as a hot shower but I’d argue, it’s more important! A shower is used for 15-minutes, WiFi is often used for several hours, right? Our WiFi as a Service model guarantees cutting edge WiFi technology and proactive support, meaning hoteliers need never worry about their service again. It’s also important to consider that Wifirst is an Internet Service Provider (Wifirst does not resell internet services from other providers) and provides fibre leased line internet access via our very own UK backbone network. What does this mean? Well, if a problem does occur, there is one number to call. There’s no blame dispute between ISP and WiFi provider and the problem can be remedied in hours, not days. Peace of mind that keeps both guest and hotel happy!
0845 555 1212
HEALTHCARE TV » HOSPITAL TV » CARE HOME TV » NURSING HOME TV » HOSPICE TV
THE CHANGING FACE OF PATIENT ENTERTAINMENT SYSTEMS Technology is a critical component in the provision of a comfortable patient experience, helping to alleviate the stress and boredom faced by patients and residents, whilst delivering critical information across healthcare properties. For a number of years, hospital TV systems operated on pay-as-you watch platforms, charging prohibitively expensive daily rates to access a restricted line-up of linear and premium TV channels. Residential solutions were typically cumbersome and provided no added value.
THE BYOD REVOLUTION
The key to today’s patient entertainment system is choice, and the provision of a platform that allows the viewing of both free-to-air and on-demand content – via the patient’s own smart device, hospital-issued tablet or bed-side TV. In partnership with commercial WiFI provider, Wifi SPARK, Airwave is able to replace or complement bedside TV systems with robust WiFi services and media platforms, operable via the patient’s smartphone or tablet. Airwave’s core product offering incorporates BYOD on a tablet solution with full TV services, TV streams, an integrated interactive information portal and various content options – all underpinned by a robust WiFi connection.
OPTIONS, FLEXIBILITY, CHOICE The key benefit of this intuitive internet browserbased platform, is the flexibility and options it offers, enabling greater patient or resident engagement. The provider is able to tailor a system based on the specific requirements of a property, choosing as few or as many feature modules (such as meal ordering, nurse call, healthcare video content or news feeds) as required. This model offers cost-effective, future-proof technology and enables a property, to move away from arm-mounted, bedside TV technology, if desired. “The flexibility and cost-saving afforded by our WiFi-based solutions is a game changer” said Head of Healthcare Sales, Jes Redgard “our clients are now able to offer a feature-rich, future-proof system via the bedside TV or a portable device.”
24
www.hospitaltv.co.uk
SIGNATURE CARE HOMES Signature offers luxury assisted living, nursing and dementia care across 18 locations in London and the home counties. All homes offer premium, award-winning care amidst luxurious surroundings. Airwave Healthcare was approached to provide a premium TV entertainment system, in keeping with the five-star service offering in Signature’s new site in Wandsworth Common, London. Airwave proposed a mixture of 43 and 55-inch Samsung SMART EJ690 Series TVs, integrated with Google Chromecast, and wall-mounted in the resident bedrooms. Key to Signature’s remit, was the ability to communicate with residents, promote activities and provide a meal-ordering service via the bedroom TVs. With this in mind, Airwave implemented an Otrum Enterprise interactive system, working alongside
Signature’s marketing team to design a graphical user interface and a series of branded information pages. In conjunction with this, additional service functionality was implemented via an Otrum Touch system. Touch offers a number of operational efficiencies, in this instance, used to send food and drink orders from Signature’s F&B staff to the property’s kitchen. Other features available include: room status management, automatic task allocation (based on staff availability), maintenance reporting and two-way messaging. Airwave Healthcare and Signature worked closely together (mostly on a remote basis due to covid-19 restrictions) to deliver a cutting-edge TV system that has since become the group standard, due to be rolled out across further sites in 2021/22.
0845 555 1212
ROYAL FREE HOSPITAL, LONDON – NHS FOUNDATION TRUST
CIRCLE HOSPITAL BIRMINGHAM Built on the site of the former BBC Pebble Mill Studios, Circle Rehabilitation is the UK’s largest specialist rehabilitation hospital. The multi-million-pound development was founded by a group of doctors and managers who believe in a ‘fresh approach to healthcare’. “There is much evidence to suggest that recovery times and patient outcomes are improved as consequence of a well-designed hospital environment” said Sales & Marketing Director, Paul Chambers “we held this firmly in mind when proposing a patient entertainment system for Circle.” Having installed TV systems into several Circle sites previously, Airwave was tasked to provide a patient entertainment system for the in-patient room and displays throughout public areas and the boardroom. Airwave recommended and installed the Philips HFL5014 series of SMART TVs and an Otrum CTRL interactive information system, incorporating an intuitive graphical interface with a series of information pages, used to disseminate information to staff, patients and visitors.
www.hospitaltv.co.uk
The Royal Free London NHS Foundation Trust (RFL) is one of the UK’s largest trusts, delivering care to more than 1.6 million patients each year. Having pioneered research and treatments since 1828, Royal Free is a leader in the provision of targeted cancer therapies and new surgical procedures. Operating alongside Barnet Hospital and Chase Farm Hospital, The Royal Free Private Patients Unit was established in the 1980’s and offers a range of clinical services across multiple floors in London’s Hampstead area. Wanting to meet the exacting expectations of a high profile, international private patient base (and dissatisfied with their incumbent provider) RFL asked Airwave to propose a cutting-edge patient entertainment system. Key desirables in this instance included access to specific international (foreign language) channels and a BYOD (bring your own device) platform. “Our project management expertise was almost as important a factor as the technology involved, on this occasion” said Head of Healthcare Sales, Jes Redgard “we were required to carefully manage deployment of technology around patients, multiple floors and critical medical equipment.” Airwave Healthcare delivered a system from ‘roof to floor’ incorporating a 2.4m satellite dish, IPTV headend integration, internet capability and bandwidth for WiFi services, and a patient entertainment system via an Otrum CTRL interface implemented on Samsung and Philips SMART TVs. The system implementation included healthcare articulated wall-arms for the specific requirements of the dialysis unit. Working with the RFL’s IT network team, Airwave ensured that clinical systems’ bandwidth requirement was not impacted by the provision of additional broadband, leaseline & internal network infrastructure to support the TV system.
info@hospitaltv.co.uk
25
LIFE’S GOOD
WITH LG ELECTRONICS Four Seasons Hampshire
THE BRAND
Four Seasons is one of the world’s premium hotel brands, operating over 100 luxury hotels and resorts across the globe. The Canadian-based company has, for over 50 years, revolutionised the hospitality industry with a single-minded dedication to service, innovation and the very highest of standards. Having previously supplied hospitality TVs into Four Seasons Ten Trinity Square in London, Airwave was tasked to provide top of the range technology in the two remaining UK based properties - Four Seasons Park Lane and Four Seasons Hampshire.
“We were asked to recommend a best-inclass hospitality TV.”
THE PRODUCT
“On this occasion, the remit was very simple” said Head of National Accounts, Adam Jones “we were asked to recommend a best-in-class hospitality TV display.” The display in question needed to boast striking aesthetics, a top-drawer picture engine and a powerful operating system. Airwave had no hesitation in recommending LG’s stunning WU960H OLED TV – also known as the ‘wallpaper TV.’
Four Seasons Park Lane
LG’s top of the range hospitality TV features the Pro:Centric Smart platform, offering the branding and customisation of information services via both RF or IP infrastructure. The OLED display provides 8 million selflighting pixels, resulting in vibrant colours and truer, deeper blacks. LG’s 4k Cinema HDR picture technology, takes the viewing experience to the next level. Via the WU960H’s integrated soundbar, Dolby Atmos® complements the visuals with a rich, dynamic, surround sound experience. “The viewing experience is very cinematic” said Sales Director, Paul Chambers “if I stay at Four Seasons soon, I’ll be sure to bring some popcorn!” Perhaps most striking however, is the WU960H’s unique design. With a depth of only 3.85mm, LG’s display appears to be ‘stuck on the wall’ – just like wallpaper. “It’s been a privilege and honour to work with Four Seasons on this prestigious project” said LG Hotel TV Account Manager, Barrie O’Neill “the WU960H is a real head-turner of a product and a perfect addition to the rooms at Park Lane and Hampshire.”
THE PROJECT
LG’s WU960H “sticks” to the guest-room wall
26
www.airwave.tv
The 259-unit installation represents the largest deployment of WU960H screens in the world – an achievement LG UK and Airwave are very proud of. Airwave wall-mounted 146 x 65-inch LGWU960H displays into 146 guest-rooms in Four Seasons Park Lane and 113 guest-rooms in Four Seasons Hampshire. To find out more about the wallpaper TV or LG’s hospitality TV portfolio, get in touch.
0845 555 1212
