5 minute read
Shaping the future of guestroom technology
Manger at Foxtel, has more than 17 years of experience in senior management and strategic leadership. He brings a unique perspective on how technology is transforming the guest experience.
As a key figure at Foxtel, he has been instrumental in shaping Business iQ, the company’s leading platform for accommodation operators. We sat down with Scott to discuss the evolution of in-room entertainment, the driving forces behind the future of hotel technology, and how Foxtel stays ahead in an ever-changing industry.
Scott, with your extensive experience in the accommodation sector, how have you seen guestroom entertainment evolve, and how has this evolution influenced your work at Foxtel?
Guestroom entertainment hasn’t necessarily evolved for the better. Twenty years ago, guests could enjoy premium Pay TV channels and movies on demand, making the hotel TV experience superior to what they had at home. Today, most hotel TVs offer far less than what guests can access in their living rooms. Recognising this gap, Foxtel is investing in transforming in-room engagement, delivering the best content, integrating property services, and leveraging the latest technology to enhance the experience for both guests and operators.
As the National Accommodation Manager, what are your top priorities in ensuring Foxtel’s offerings consistently meet the needs of the hospitality industry?
My top priority is staying closely aligned with industry leaders and key hotel groups, such as Minor Hotels and Accor, who are strong advocates of Business iQ. Their feedback, and in particularly the Pullman/Novotel/ Ibis hotels at Sydney Olympic Park, helps shape our product strategy. We also rely on insights from the growing Business iQ user community, which provides real-time data on operator needs. By engaging directly with our customers and understanding guest feedback, we ensure that Foxtel's offerings continuously evolve to meet the industry’s demands.
In an industry where trends and technology evolve quickly, how do you ensure Foxtel stays ahead?
Business iQ was designed to be adaptable as technology evolves. Unlike hardware-based solutions that quickly become outdated, like smart TVs, our platform is built on the Amazon cloud. This allows us to rapidly expand features and capabilities. Partnering with ADB and leveraging their vuTyme technology strengthens our ability to stay ahead. With over 600 hotels already on board, we’re in a strong position to continue leading advancements in guestroom technology.
What do you find most exciting about the future of guestroom entertainment technology, and how do you envision Foxtel leading these innovations?
What excites me most is how operator needs will shape the technology landscape. Foxtel’s unique position, backed by the scale and enterprise-level capabilities of the Foxtel Group – including platforms like Kayo and Binge – gives us insights into over 4.5 million daily users. This combination of innovation and reliability puts us in a prime position to lead advancements in in-room entertainment. We're exploring technologies like the Matter protocol and AI integration, ensuring we continue to exceed guest expectations.
With your close collaboration with accommodation operators, what key insights have influenced recent upgrades to Business iQ?
We’ve gained invaluable insights from our customers, such as the importance of PMS integration. This feedback led us to expand compatibility with over 40 different PMS solutions. We've also introduced advanced features like vuReel, our in-house video channel creator, and support for WiFi 6. These upgrades reflect our commitment to continuously improving Business iQ based on the needs of those who use it.
From an operator's perspective, what are the most important considerations when selecting an in-room entertainment system?
Operators value return on investment (ROI) the most. They seek solutions that not only enhance the guest experience but also provide long-term value. Business iQ stands out by offering lifetime upgrades, warranties, and dedicated support, ensuring that the system remains cutting-edge and fully supported over time. This creates a personalised guest experience that drives both engagement and revenue.
The recent 2024 upgrade to Business iQ introduced new features. Could you highlight how these updates improve the guest experience?
Our 2024 upgrade, the sixth in four years, is our most impactful yet, with 70 improvements. The standout feature is a sleek new user interface that significantly enhances guest engagement. We’ve seen Video on Demand (VoD) usage triple at upgraded sites thanks to visually appealing poster navigation and realtime trending categories. Our commitment to continuous reinvestment means we’re already planning our next upgrade for 2025.
What advice would you offer operators considering upgrading their guestroom technology, especially those concerned about the investment and implementation process?
It’s crucial to ensure the solution is futureproof, backed by strong technical support, and offered by a reputable vendor. With 29 years of experience, Foxtel offers long-term reliability and on-shore support. We provide solutions that are flexible, robust, and cost-effective, ensuring that the investment remains valuable for years to come.
With guest expectations constantly shifting, how does Foxtel’s Business iQ align with these changing demands?
Guests increasingly expect greater personalisation and convenience. Business iQ meets these expectations by offering a seamless, superior in-room experience that’s easy to use and delivers content beyond what guests have at home. It’s designed to enhance both the guest experience and operational efficiency.
Finally, what do you think will be the next big innovation in hotel technology, and how is Foxtel positioning itself as a leader in this space?
The next big innovation will be deep personalisation – where systems remember a guest’s preferences, interests, and needs. While the Matter standard is set to revolutionise smart device integration, the true frontier lies in making in-room technology seamlessly adapt to each guest. Foxtel is positioning itself to lead this space by developing solutions that go beyond content delivery to create a fully personalised in-room experience.
By Mandy Clarke, Editor
