Major Hotel Chains Adding Kiosks To Expedite Checkin

Hilton Hotels Corp, Hyatt Hotels Corp. and Starwood Hotels & Resorts Worldwide this month announced they have expanded the number of properties with electronic lobby kiosks and upgraded the machines' functionality. Hilton also became the first hotel company to install kiosks in an airport.

The kiosks, initially installed in 2004, have proven popular with frequent business travelers who seek faster checkin. Hilton now has kiosks in 47 core Hilton brand hotels, mostly in downtown locations, up from two hotels last summer.

"We continue to view the service as a timesaver that gives travelers another checkin option," said Tim Harvey, senior vice president and CIO. "In no way are the machines intended to replace the availability of traditional front-desk staff."

Hilton in 2005 will expand the rollout to Embassy Suites and Doubletree hotels, two of its full-service brands. The first Doubletree to receive kiosks was the Doubletree Metropolitan Hotel, a conversion of an existing hotel in New York, last month. "We realize kiosks aren't going to be appropriate for every Doubletree, either because of the amount of business travel bookings or the arrival and departure patterns," said David Horton, senior vice president for brand management. "But considering the Metropolitan's business travel profile, it made perfect sense."

Hyatt last month successfully completed a beta test of the machines in New York and Chicago and plans a rollout to all its U.S. hotels between May and August. "We're still determining how many machines each property will receive," said Gary Dollens, vice president of operations. "Hotels that do significant meetings business, for example, tend to have the longest lines at peak checkin times, so these properties might get six to eight kiosks to help ease congestion."

Starwood in 2005 expects to roll out kiosks to all North American Sheraton Hotels, also following a successful 2004 test. "We're redesigning the interface, however, to handle more guest needs that occur during checkin," said Rod Mano, director of property technology applications. "In addition to assigning rooms, printing folios, retrieving messages and issuing room keys, the improved interface will process room changes, upgrades, parking fees and print additional room keys, among other functions."

Hilton has installed four kiosks in the baggage claim area in two terminals at Honolulu International Airport. "Meeting attendees and others staying at the Hilton Hawaiian Village can use the machines to check in while waiting to retrieve their luggage," according to Harvey. The terminals serve flights from United, Northwest, Continental and American Airlines.