Hotels Become High-Tech Homes Away From Home

From ''technology butlers'' to electronic walk-throughs, the Internet is expanding the range of services offered by the hotel industry.

How was your stay? Was the bed comfortable? Mini-bar well-stocked? Internet connection fast enough? For today's road warriors, staying connected is as important as getting a good night's sleep. A few years ago, business travelers faced frustrations when they checked in and tried to log on. Questions about modems and analog phone lines drew puzzled looks from desk staff.

A lot has changed since then. Today, there is even a trendy term - ''technology butler'' - for the hotel connectivity guru. More hotels are offering in-room fax services; direct, high-speed Internet connections; and customized news and weather information. High-end today, such services will become basic requirements tomorrow.

A survey commissioned this year by Cyberoom, providers of high-speed Internet access services to the hotel industry, found that nearly three-quarters of business travelers want better options from hotels for computer use, e-mail and Internet access. In addition, 80 percent prefer using a computer in their rooms, rather than in hotel business centers, and two-thirds agreed that they would choose one hotel over another if it offered better in-room technology services.

''This survey confirms what hotel operators around the world are hearing increasingly from their guests,'' says Mark Moltzan, president of Cyberoom. ''Travelers need fast, reliable Internet services to keep in touch with their priorities when away from home.'' Cyberoom has announced technology partnerships with Compaq and Lucent to provide connectivity solutions for hotels.

Marriott announced in early September an agreement with Salt Lake City's STSN (Suite Technology Systems Network) to install high-speed Internet access in hotel guest rooms, meeting rooms and business centers. Operating at speeds that are up to 50 times faster than a conventional modem connection, the STSN system also allows guests to access the Internet and use the phone at the same time. Marriott plans to make the service available in 100 hotels by the end of this year and in more than 500 by the end of next year.

''Marriott International is always looking for ways to enhance customer service through innovative technologies,'' points out Carl Wilson, executive vice president and chief information officer of Marriott International, Inc. ''After exhaustive testing, Marriott selected STSN for its combination of user-friendly design, speed and security.''

Hilton currently offers direct, high-speed in-room Internet access in about 20 of its hotels, with more planned in the near future. Forbes's Web site offers ''Rooms with a clue,'' which is a searchable database of hotels worldwide with special services for laptop-toting travelers.

If travelers want to stay connected after they check in, they may well also want to book reservations on-line. Jupiter Communications estimates that of $10 billion spent on-line this year, nearly one-third - over $3 billion - will be spent on travel. Airline tickets account for most of this, but Jupiter estimates that non-air on-line travel spending will grow to reach more than $2 billion by 2002.

Like airlines, hotels can make the most of a key advantage of Web-based commerce - consumers can instantly access data updated in real time. Suppliers can operate nearer full capacity by offering unbooked rooms at deeply reduced prices or by auction at the last minute. In June, Hilton joined the Worldres network for Internet bookings and created a direct interface to its HILSTAR central reservations system. Hilton also moved to stimulate on-line bookings by offering its loyalty program members bonuses for booking through its hilton.com Web site.

Media-rich content on the Web makes it easier for travelers to look before they book. HotelView of Pompano Beach, Florida uses Real Networks' Real Player technology to offer video ''walking'' tours through selected hotels worldwide from its hotelview.com Web site. While there, surfers can also check the weather at their destination with information continually updated in real time courtesy of the Weather Channel.

The Internet and associated technologies are making it easier to find a hotel, book a reservation and stay connected to home or office while traveling on business or leisure. Access to such services will no doubt be a serious competitive advantage for those in the hotel industry who are savvy enough to join the Information Age.

Charles Tobermann