Wiring and high-speed Internet access
Before reading this article, it's advisable to take a look at the advice on telephone systems. Many of the principles detailed there will also apply to this topic.
The wiring that forms the telephone network in a hotel is often something that is "out of sight, out of mind." But it's as crucial a part of the system as anything else. If the wiring can't cope with the functions and requirements of your system, then it doesn't matter how much you spend on new equipment, it isn't going to work.
Why might I need new wiring?
The main reason you might need new wiring is probably because the current wiring is insufficient for what you want to do with your phone system. These days that usually means Internet access.
But there are other reasons:
Your current wiring may simply be too old to comply with modern standards. A vendor will not fit a new phone system unless the wiring complies with the quality standard BS 6701. This probably won't be an issue if the wiring is less than about 15 years old, but there are plenty of properties with older networks.
If you're looking at increasing the number of phone lines in the hotel (eg you want two per room rather than one) then the current wiring may be insufficient.
You need to ask yourself what your requirements are for voice calls, fax calls and data transfer. You need more specialist wiring if you want high-speed Internet access or interactive TV, for example.
As with telephone systems, it's best to get specialist advice if you can afford it. Working out what kind of wiring and cabling you need for which tasks requires a level of technical knowledge that can't be covered in an article like this.
Always bear in mind that rewiring a hotel can be as expensive a getting the new phone system in the first place. It's a highly disruptive exercise that is not only expensive in its own right, but will cost a lot of business while it's underway. To minimise this disruption and cost, try to carry out your rewiring at the same time as any other refurbishments.
What about guests who want to connect their laptops to the Internet?
Most hotels these days, especially those aimed at the business traveller, will want to offer their guests some form of Internet access. Any specification for a new phone system LINK should include some provision for this. At the very least you'll want to provide some kind of modem point on the desk in the bedroom, or often the telephone handsets themselves will include a plug-in modem point.
Offering simple dial-up modem access is still essential, no matter what a salesman tells you. Don't confuse Internet access with guests simply picking up their e-mail. You may have the fastest Internet connection available, but that doesn't guarantee that guests can get past the security of their corporate e-mail system and pick up their messages. Their laptops will be configured to dial-up through a modem and access it that way.
What questions should I be asking the vendor?
The suggestions about how to choose a suitable vendor detailed in the article about telephone systems also apply here. In addition, you need to thoroughly test the system the vendor is trying to sell you as if you were a guest. Don't rely on the vendor demonstrating with something he knows will work. Borrow a laptop from someone who is a frequent business traveller and try it out on the vendor's system. Can you get access to the corporate e-mail system?
Be wary if the vendor starts telling you that your guests will need to have special software installed on their PC. You can't expect guests to do that, especially when most of them just want their e-mails.
Do I need high-speed Internet access?
As with any large technology purchase you must keep asking yourself questions that help you decide exactly what you need and what you don't:
Do you need high-speed access now? You may not, but if you're doing a refurbishment it may turn out cheaper to install high-speed access at the same time. You'll probably need it eventually.
How does it fit with your business plan? Are you going to expand in the next five years? Will you have to adapt the system you want to put in?
Will people use it? It sounds like a flashy thing to have, but in those hotels that currently offer high-speed access, only about 1-2% of guests take advantage of it.
How are you going to pay for it? For the system to pay its way, you need guests to use it. It will need to be marketed to guests like any other service in the hotel. And remember that if they can't get their e-mails a lot of people may end up using the dial-up modem method instead.
Are you including the cost of a possible rewiring in your budget?
The truth is that while the current uses of high-speed access in hotel are limited, it will almost certainly become essential in the future. Every TV in the building will be connected to it for full interactive Web use and video on demand. It will also be used for controlling the room environment and various other functions as the technology becomes widely available.
At the moment, the installation of high-speed access is a provision for the future, and it should be seen as such rather than a current huge business opportunity. Often, the installation of a new phone system is the catalyst for bringing in high-speed Internet access. Some vendors will supply both as a package, but high-speed access is not strictly part of the phone system and there must be a legitimate business reason for spending the extra cash. If you're looking at a dedicated project then you need to be aware of the commitment you're making.
The best advice is to make some provision for it now, because you'll have to do it in the future. But don't install high-speed access now and expect it to start paying its way immediately. You will get some money back, but if you've paid £50,000 for the system and only 1% of your guests are using it, it'll be along time before it starts paying for itself.
The most important question to keep asking yourself is "Do I really need it?" If the business hotel next door has it, the answer is probably "yes". If you're a 30-bedroom tourist hotel in the country, then probably not.
Produced by caterer.com with Derek Wood Associates - Independent telecommunication consultants specialising in the hotel & leisure industry
