Are you getting the IT support you need?
Tick against what your current provider is doing for you
July 7, 2026
As General Manager, you're responsible foralmost every aspect of the guest experience.
You oversee service standards, manage your team, drive revenue, protect your reputation and keep the operation running smoothly. While your IT infrastructure may not be at the top of your daily priorities, it has an impact on all of them.
One of the biggest examples is your WiFi.
Most guests won't compliment you on fast, reliable internet. They simply expect it to work. But when it doesn't, it quickly becomes one of the most memorable parts of their visit, and rarely for the right reasons.
Poor WiFi affects your reviews, your staff,your events, your operations and, ultimately, your bottom line.
Guests no longer see WiFi as an added benefit.They see it as part of the basics.
Whether they're staying overnight, enjoying dinner, attending a conference or simply meeting friends for a drink, they expect to connect immediately and stay connected. They're checking emails, streaming music, uploading photos, making video calls, ordering taxis, planning their day and sharing their experience online. If they can't do those things, frustration sets in quickly.
And that frustration is often directed at your venue, not your internet provider.
You've probably heard comments like:
Every one of those conversations takes time. Your reception team stops serving arriving guests. Your duty manager gets involved. Someone calls IT support. A member of staff apologises, explains, resets passwords or moves a guest to another room.
None of those activities add value to the guest experience. They're simply time spent dealing with problems that shouldn't exist.
Now multiply those interruptions across every week of the year.
You work hard to deliver great hospitality.
Your team creates memorable experiences through friendly service, quality food and comfortable accommodation.
Yet a single comment about unreliable WiFi can influence future bookings.
Guests rarely separate the technology from the overall experience. If they couldn't work, couldn't stream, couldn't pay or couldn't stay connected, they'll remember your venue as inconvenient.
In a competitive market, that's enough to send the next potential guest elsewhere.
For many corporate travellers, your venue is their office for the night.
They need to:
If your network can't support those activities, they'll simply choose a venue that can.
Losing repeat corporate business because of unreliable connectivity is an expensive problem, especially when those bookings often represent your highest-value guests.
It's easy to think of WiFi as something you provide for guests. In reality, your own operation relies on it just as much. Your team may already use wirelessconnectivity for:
When the network slows down, everything slows down. Orders take longer and payments stall. Rooms aren't updated as quickly and staff become frustrated. Importantly guests notice.
Reliable connectivity keeps your operation moving.
Many venues focus on broadband speed. In practice, coverage is often the bigger issue. Guests don't care how fast your internet connection is if they lose signal in their room, can't connect from the beer garden or struggle in your conference suite.
Older buildings, thick walls and large outdoor spaces make wireless design particularly challenging. Adding another access point rarely solves the problem if the network hasn't been properly designed.
Conference organisers increasingly ask detailed questions about WiFi before confirming a booking.
If the answer is uncertain, organisers may simply look elsewhere. For conference and event venues, reliable WiFi is now part of the product you're selling.
Poor WiFi doesn't usually appear as a line on your profit and loss statement. Instead, it shows up in dozens of smaller ways. You may notice:
Individually, none of these may seem significant. Collectively, they can cost far more than investing in a network that performs properly.
The best wireless networks are almost invisible.
Guests connect automatically. Payments happen instantly. Staff applications work without interruption. Conference delegates stay online all day. Nobody thinks about the WiFi because it simply does its job. That allows your team to focus on what really matters: delivering exceptional hospitality.
If you're planning refurbishments, adding outdoor seating, introducing more digital services or attracting more business events, your network needs to be ready.
Investing in your WiFi isn't just about solving today's complaints. It's about supporting the way your venue will operate over the next five to ten years. The demands on your network will only continue to grow. Planning ahead now is almost always more cost-effective than constantly reacting to problems later.
As General Manager, you're measured on guest satisfaction, operational efficiency and commercial performance.
Your WiFi influences all three.
If guests regularly mention connectivity in reviews, your staff spend time troubleshooting internet issues or certain parts of your venue struggle to stay connected, it's worth asking a simple question:
Is your network helping your team deliver a great guest experience, or quietly making their job harder every day?
Answering that question could reveal one of the biggest opportunities to improve both guest satisfaction and operational performance across your venue.
If your WiFi isn’t all your guests expect it to be, get in touch. Let’s review your current setup and determine what needsdoing to bring it up to scratch.
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