Hotels should not get caught up in the latest fads: Gordon Brown

by | 20 Dec 2017 | People

It’s a constant challenge for hotels to keep up with rising guest expectations, says Gordon Brown, founder and former CEO of TeleAdapt.

It was quite a change of track for Gordon Brown who left a career as an army officer to eventually start TeleAdapt some 30 years ago. The rest is history.

Brown spoke exclusively to TOPHOTELNEWS at TOPHOTELWORLDTOUR New York 2017, about

On his career highlight

Brown: I suppose one highlight was founding TeleAdapt. It wasn’t my chosen career. I was an army officer but my career changed. I just happened to be at the right place at the right time some 30 years ago. Having left the army a few years earlier, it was a time when people were traveling with laptops, with modems and needing to plug into telephone sockets. TeleAdapt comes from “telephone adapter”. We were helping these road warriors get connected to the then dial-up telephone network. Now, it’s somewhat different and we work with hotels.

On rising guest expectations

Brown: Expectations of hotel guests are always developing — in terms of what they want to have in the hotel room. They want the equivalent or better than what they have at home. The challenge for the hotel is to keep up with that because it’s easier to modify your home than for a hotel to keep on providing them.

On promising hotel technologies

Brown: There are new technologies emerging all the time. One in particular is voice interaction. The thought of walking into a hotel room and saying, “Make it 5 degrees warmer,” and for that to be recognized by a device in a room in 140 different languages, is quite a challenge, I would say. So there’s a lot there; a lot of expectation, but it boils down to the ability to deliver this in the hotel, and a hotel bedroom.

On overcoming hotel industry challenges

Brown: We have to provide a space which can be used by guests of all different nationalities, different ages, and it should be simple to use for guests and hotels. There will be more industry challenges for hotels: more competition for hotels to provide services and not get caught up in fads. Hotels should try and always stay mainstream, providing products that the hotels realize and appreciate are of value to their guests.

Gordon Brown was a delegate at TOPHOTELWORLDTOUR New York 2017. To attend, address or sponsor our boutique hospitality networking events around the world, contact the TOPHOTELPROJECTS team.

Pin It on Pinterest