The Hospitality Show, now in its second year, will take place at the Henry B. González Convention Center in San Antonio from Oct. 28-30. The Show will bring together 5,000 attendees and promises to drive profitability for owners, operators and hospitality innovators through dedicated content, extensive networking and 400+ operations and technology vendors.
In this installment of The Hospitality Show Sponsor Q&A, we catch up with Kim Twiggs, AVP business development, DIRECTV HOSPITALITY.
What do you think is the biggest problem for the industry currently?
Inflation and higher guest expectations continue to remain challenges for the industry. Inflation is burdening the industry as hoteliers are scrutinizing which upgrades they will pursue in a tough economy with finite budgets. Guest expectations continue to grow and evolve. It’s hard to predict when inflation issues will subside, but we can’t always wait for issues to resolve themselves; we must lead and be the change. DIRECTV has a history of supporting our hotel customers in difficult economic times, and now is no different. Having a robust in-room guest entertainment offering is part of meeting those higher guest expectations, and equipment prices shouldn’t be a barrier to delivering a premium experience. DIRECTV offsets costs with offers that help subsidize DIRECTV equipment. Making an investment in technology to help drive operational efficiencies and guest satisfaction is an investment in a hotel’s longevity. Finding the right technology partners today paves the way for future innovation and financial success.
What new trends do you see affecting hospitality the most in 2024?
Empowering guests during their stay continues to be a trend now and into 2025. Guests are increasingly seeking a hotel stay on their own terms in many respects, they aim to use their own devices for more control of their hotel stay. That can be through texting with hotel staff for room service requests, scanning a QR code to view a room service menu, paying via their mobile devices in the hotel restaurant or through the entertainment they watch in the guest room. However, hoteliers should be mindful of the technology they implement so guests feel more empowered during their stay versus having technology just for the sake of having it; guests crave technology that delivers an optimized guest experience, which encourages hotels to embrace the technology that makes the most sense for their property operations and customer profile.
From an entertainment perspective, DIRECTV HOSPITALITY is committed to making it easier for hoteliers to deliver best-in-class, in-room entertainment while at the same time making the guest experience as simple, smooth and seamless as possible.
What do you see as the biggest opportunities for the industry this year?
Meeting guests where they are and with what they need is core to a hotel’s success. From an in-room entertainment perspective, guest expectations continue to evolve to match their ‘at-home’ experience. Guests crave the choice of either watching live TV or having the option to stream app-based, on-demand content because it allows them to conduct their stay on their terms—it’s personalized, choice-driven and creates a home-like environment in the guest space.
Sustainability is another key area of opportunity, as it benefits both hotels and environmentally conscious customers. Hotels can leverage technology to optimize energy consumption such as energy-efficient systems with automatic shut-off, purchase from local vendors to help reduce carbon footprints, and make other eco-conscious changes such as utilizing refillable shampoo and conditioner bottles versus single use “take home” bottles, etc. There are so many creative possibilities around sustainability initiatives.
What do you think the industry's biggest accomplishment has been in the past year?
By far, resilience. Despite the challenges the industry has faced—and continues to face—the hospitality industry has demonstrated remarkable adaptability. There have been so many learnings from COVID that were once “nice-to-have” that have become “must-haves” and the industry has risen to meet those challenges.
In the past year, the hotel industry has also made remarkable strides in supporting and elevating women in hospitality by actively investing in initiatives, research, and information sharing that promote gender diversity and inclusivity. By increasing investment and reach through events like AHLA’s annual ForWard conference and the introduction of regional ForWard events, as well as individual brand and vendor diversity initiatives like Wyndham’s Women Own The Room and DIRECTV’s own W.I.L.D. (Women in Leadership at DIRECTV), the industry is banning together to not only address long-standing inequalities but also pave the way for a more dynamic and innovative future. A diverse workforce, especially at the leadership level, brings a wide range of perspectives, ideas, and solutions that are essential for navigating the challenges and opportunities of today’s market. This commitment to fostering diversity is key to our future success, as it enhances our ability to connect with hotel guests, drive creativity, and make more informed decisions that reflect the diverse world we serve. As the hotel industry continues to champion these efforts, we will all benefit from the strength and resilience that a truly inclusive leadership brings.
What are you most looking forward to at The Hospitality Show?
So many things! DIRECTV HOSPITALITY is sponsoring the Opening Night Reception at the Tobin Center for the Performing Arts. If you’ve ever been to one of DIRECTV’s hospitality events before, you know we know how to bring people together for experiences that are meaningful, memorable and fun. DIRECTV HOSPITALITY also has an “In-Room Entertainment Zone” on the show floor, showing THS attendees and hoteliers how DIRECTV can help transform the guest experience with our entertainment solutions. Of course, it’s always exciting to engage in conversations that spark new ideas and explore the future of the hospitality industry. Events like this provide a unique platform to connect with industry leaders, share insights, and discuss emerging trends that are shaping the way we deliver exceptional guest experiences.