Hyatt Hotels next month plans to begin testing lobby checkin/checkout kiosks at the Hyatt Regency O'Hare in Chicago and the Grand Hyatt New York, becoming the latest upscale chain to introduce the time-saving technology. Unlike high-speed Internet access, another technology especially valued by business travelers, lobby kiosks have been adopted primarily by the upscale segment of the industry. By contrast, midprice brands mostly have been the ones to install high-speed access and build the cost into the room rate
(BTN, April 26).Hilton Hotels Corp. took the lead on kiosks in February when it committed to installing machines in 25 upscale Hilton core brand hotels by year-end, following a successful pilot test at its New York and Chicago flagship properties. Starwood Hotels & Resorts Worldwide in April announced its intention to install the machines in the upscale Sheraton brand nationwide, after a well-received test at the Sheraton Boston and a W in New York. At Marriott International, a limited pilot test began in June at three upscale core Marriotts in New Jersey and Washington, D.C.
"We chose an airport hotel and a center city property to test customer acceptance since these types of properties have the greatest amount of checkin/checkout traffic," said Gary Dollens, Hyatt vice president of operations. Dollens expects Hyatt to begin installing the machines in its 122 domestic hotels early in 2005, with installation complete by the end of next year. According to Hyatt research, 81 percent of business travelers place a high value on expedited checkin/checkout.
Buyers expect these kinds of advances in customer service from upscale chains. "It's part of the service you're paying for when you include upscale brands in your program," said Kari Knoll Kesler, sourcing specialist for travel, meetings and promotions for ING Americas in Minneapolis.
"It was the airlines that conditioned business travelers to be comfortable with self-service. In fact, airlines pretty much set customer expectation when it comes to alternatives to waiting in line for departure," said Thomas Spitler, Hilton vice president of front office operations and systems.
Each of the hotel companies rolling out kiosks emphasized that the intention is hardly to replace the personal service available sat the front desk. Rather, the purpose it to supplement personal contact when time is the overriding concern.
Hilton guests initiate the checkin process by inserting a credit card into the machine, entering their frequency program membership number or reservation confirmation number. "The device issues a plastic card, which travelers then reinsert, so it can be encoded with the room number accurately," Spitler said. "For security purposes, the room number doesn't appear on the screen, but is printed on a welcome letter that the machine generates along with the room specifications." In addition to the negotiated rate, the system automatically takes into account any agreed-upon value-added amenities. "If complimentary use of the health club has been negotiated, for example, the system generates a room key accessible to those areas," Spitler said.
Early arrivals can use the kiosk to check in at any time, Spitler noted. As with traditional front desk checkins, however, the particular room reserved for them may not be available. "If the guest's room isn't ready, the kiosk will confirm the reservation details and describe alternatives the hotel feels meet the guest's requirements," he said. The system presents up to three alternatives—such as bed type, hotel floor and whether the room is smoking or non-smoking. If one option meets the guest's qualifications, the person accepts that room and continues with the process.
Meanwhile, Sheraton Speed Check machines "record messages travelers receive prior to arrival, dispense additional room keys, process upgrades and room change requests and print and e-mail personal folios," said Carl Cohen, Starwood vice president of property technology business and systems strategy. Cohen added that in its pilot test average checkin at the kiosks took 45 seconds, compared with several minutes, using the front desk.