Macro Perspective of Tourism and Hospitality:

Analyzing Keyless Technology at Hilton Manila

Members:

Dela Rosa, Jastine Charlise Roque, Marisol S.

Landingin, Mariah Allissa M. Villafane, Daniela Marie Q.

Reyes, Shane R.

Background of Hilton Manila and Keyless Technology

Hilton Manila, a prominent name in the hospitality sector, has recently made waves with its
integration of keyless technology, revolutionizing the check-in experience for guests. This innovative
approach allows guests to use their smartphones as room keys, streamlining the check-in process and
aligning with the modern traveler's preference for seamless, contactless interactions. This strategic
move by Hilton Manila not only enhances convenience but also underscores the brand's commitment to
leveraging cutting-edge technology to elevate guest experiences in the ever-evolving landscape of the
hospitality industry.

• How did using this type of technology impact the company?

Keyless entry systems reduce the risk of lost or stolen keys, enhancing the security of guests and the
hotel. In contrast, traditional key systems can be easily lost or stolen, putting guests and the hotel at
risk. On the hotel brand side, mobile key solutions can help increase guest loyalty and direct bookings,
and improve efficiency so that receptionists can get back to hosting and providing first-class guest
service. It also saves hotels significant costs in programming, tracking, and replacing plastic cards.

• Are there any issues when using this type of technology? Briefly explain your answer.

Implementing keyless technology in the hospitality industry, as seen in the context of Hilton Manila's
initiative, presents various potential issues that require careful consideration. Prioritizing security
measures is necessary to make sure the digital system is resilient enough to prevent unauthorized
access. To preserve constant performance free from mistakes or malfunctions and provide a seamless
visitor experience, technical dependability is essential.

User flexibility is important since visitors must feel at ease and knowledgeable about utilizing their
devices to enter their rooms. It's crucial to abide by local laws, especially those pertaining to ID
verification during check-in procedures. System updates and troubleshooting require ongoing
maintenance and support, with possible disruptions to the visitor experience in case of issues.
Furthermore, relying on internet connection carries a risk, potentially causing performance issues if the
hotel's connection is unstable.
• Would you recommend the use of this technology to other sectors? Justify your answer.

We would certainly recommend extending this technology to other sectors, as it streamlines

processes for both staff and guests. Implementing keyless check-in not only reduces reliance on physical
keys, lessening the likelihood of losing them, but it also offers convenience to guests. With access to
their mobile phones, guests can quickly address any room issues by utilizing their phones. This
technology aligns with modern guest preferences for seamless services.

• What do you think is the company’s possible future in using this technology?

The integration of keyless technology at Hilton Manila marks an exciting direction for the company, in
line with guests' evolving desire for convenient, tech-oriented experiences. This advancement not only
adds ease to guest interactions but also highlights Hilton's dedication to remaining at the forefront of
the competitive hospitality market. Moving ahead, expanding this technology to deliver tailored services
through mobile devices could strengthen Hilton's leading position in the industry. Utilizing insights from
keyless technology might empower Hilton to enhance its services, foster guest loyalty, and consistently
enhance guest stays across its worldwide establishments.

• What are the recommendations/improvements in using this technology?

To ensure a smooth guest experience, the keyless entry mobile app should be designed with utmost
user-friendliness, ensuring compatibility across various devices and operating systems. Prioritizing visitor
privacy, robust safety measures must be integrated to prevent data breaches or unauthorized system
access. Seamless integration with other hotel systems, like housekeeping and maintenance, is essential
for an uninterrupted guest journey. Additionally, it's crucial to proactively guide guests through the
keyless entry process, addressing any security concerns they might have. Offering alternative check-in
options accommodates guests uncomfortable with technology, ensuring a hassle-free experience for
every client.