Skype for hotel websites (?)

There is an interesting discussion (login required) on WIWIH regarding putting in Skype into your hotel websites. It was sparked off by a posting on Guillaume Thevenot's blog posting on Skype the Chelsea. Here's my 2 cents worth.


With the explosive growth of Skype since it launched in 2003 (500 million downloads!!) and was bought by eBay for USD 3 billion, the inclusion into a hotel website seems like a "no-brainer". Then again "no-brainer" could mean >>>>>>

So there are a couple of major things holding it back:

1) The quality of a Skype call is inconsistent. Hey, I have used it for years now and have a SkypeOut and set up a SkypeIn account with an LA telephone number for my grandfather in Vietnam (so that his kids in the US can call a US number and reach Ben Tre, Vietnam). I put in a WiFi Skype phone so that he does not even need a computer. But using it is a pain; it's like using a CB radio: "10-4 Grandpa. How are you, grandpa? Joe, out"... And the quality is usually bad. I guess if you are in the US calling the US, or UK calling UK, it might be better. But as a business/customer service line?... That can be annoying. But then again, it's more or less FREE! (unless you use SkypeIn or SkypeOut). And it is better than having no toll-free line, right?

2) Process - To install and set up Skype in your reservations office or call center, you need to train up people and also requires new processes. And we all know change is bad. Look at what happened to MJ:


3) The biggest problem may be the hotels' IT and Finance. In my former life selling online solutions to hotels, I have come across many hotel groups. Here are some points that are relevant to the adoption of Skype and similar technologies:

* Most hotels' IT infrastructure is pretty outdated. Old computers, old servers, old hubs and old switches. Some of these computers used by staff do not even have sound cards. (Saved that $25 dollars a few years ago didn't we?)
* But mainly old mindset. The hotel IT managers will not let Instant messaging, Adobe Flash, and other plug-ins and programs be installed. They also notoriously filter content. There are of course good reasons for doing these things, but I feel that there is a certain element of overzealous control issues at play. Ever heard of CITRIX? 'nuff said...
* Hotels' IT are also very tight on the bandwidth. This may be less true of US hotels now, but many hotels are still very stingy on net access by their employees. Probably related to the point above.
* Skype aside, there are other technologies out there worth exploring... eStara (inbound call routing) and LivePersons (chats on website) are a couple of things I would love to have. But then.... IN COMES THE BEANCOUNTERS.

Corporate issues aside, Skype makes a lot of sense and seem more doable for individual hotels or small groups that have savvy IT and finance people, or at least ones that can drag their IT and finance teams kicking and screaming into the 21st century...


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