The in‑room revolution: Redefining guest entertainment, communication and personalisation

For many years, Foxtel has been transforming the guestroom television from a passive screen on the wall to an interactive hub of entertainment, information, and communication.

Jarrod Case, Key Account Manager – Accommodation, Corporate, & SME spoke to AccomNews editor Gemma Harling at NoVacancy 2026, about the future of guestroom entertainment, and the power of the in-room television to benefit both the guest and the accommodation operator.

Gemma: In-room televisions have evolved rapidly from basic free‑to‑air screens to interactive hubs offering entertainment, information and personalised services. What do you see as the main drivers behind this shift, and how can accommodation operators keep pace with changing guest expectations?

Jarrod: When guests check in to a hotel room, entertainment wise, they’re expecting something that’s as good, or even better than what they have at home. Foxtel in hotel rooms gives guests access to more than 20,000 hours of on-demand content, so they can keep up to date with what they’ve been streaming at home, and discover something new as well.

Read the latest edition of AccomNews HERE

More than that, guests want the ability to easily see the amenities the hotel offers, which the in-room television is well-positioned to assist with. The television is a big piece of real estate in the room, and from an operator perspective, there’s an opportunity to make more use of that space. Information and communication are natural starting points.

A strong entertainment experience alongside useful hotel information contributes to how polished and well considered the overall stay feels.

Gemma: From your experience, which in room television features are most valued by guests, and which deliver the greatest operational or commercial benefit for accommodation providers?

Jarrod: Ease of use is really important for guests, and the interface must be simple to operate. A guest might be tired from a long day, and just want to sit down and order from the TV, or call through to in-room dining, while watching a movie and relaxing. They don’t want to spend a long time working out how to use the TV.

For the operator, one of the biggest benefits is the ability for the TV to act as a digital concierge. The more information guests can access directly through the in-room television, the fewer routine questions need to go through reception. This gives time back to the front desk and concierge to focus on other parts of the guest experience.

Gemma: For many years, Foxtel has been transforming guestroom televisions into platforms for information, communication, service promotion, and upsell opportunities. Why is it important for operators to leverage this capability, and what benefits can they expect?

Jarrod: I think there is great potential for the in-room television to help guests discover what’s on offer at a property. In a recent Business iQ update, we’ve added a feature which allows for multiple images of the property to scroll across the television screen. Guests can easily see there’s a pool, there’s a gym, there’s a rooftop bar. It provides a sort of virtual tour of the property and helps the guest discover what the hotel can offer all from the comfort of their room.

Related AccomNews story: NoVacancy 2026: Friendly faces, insightful conversations

And if there are any issues, the quicker a guest can communicate with the front desk, or housekeeping team, the quicker the problem can be solved. QR codes on the TV are becoming more popular, allowing guests to scan and then report any problems. QR codes can also assist guests with in-room dining menus and ordering, or booking spa treatments or other services. So in addition to making it easier for guests to discover and access the hotel’s services, it also creates opportunities for the property to drive additional spend during the stay.

Gemma: Foxtel Business iQ has been available to accommodation operators in Australia for more than five years. What are some of the newest features accommodation operators should look out for in the near future?

Jarrod: Some of the newer developments give operators more flexibility. Hotel groups can now manage updates across multiple properties through one central portal, which makes content management much easier.

We’ve also introduced third-party app capability, which opens up more opportunities to bring other hotel services and experiences onto the in-room screen. And we’ve enhanced the welcome screen experience so properties can showcase more of what they offer as soon as the guest turns on the TV.

Related AccomNews story: Foxtel Business iQ partners with eero to deliver reliable wifi solutions

Gemma: Looking ahead, how do you see the in-room television experience continuing to develop over the coming years?

Jarrod: We’re going to continue to bring more personalisation to the guest experience. That could be something as simple as allowing a hotel to tailor the information shown to different guests, or send more personalised messages directly to the in-room television. It gives operators more flexibility to make what guests see on the screen relevant to their particular stay.

Gemma: This is your first time at NoVacancy Australia. What has your highlight been?

Jarrod: For me, it’s been really valuable to get to know the industry better from the people who are working in and around accommodation businesses every day.

The information I’ve been able to gather from so many different proprietors has been fantastic. One thing that has really stood out is how focused operators are on technology that can genuinely improve the guest experience while also making things easier for their teams.