Are Smartphones Winning the Hotel Check-In Debate?

Summary

     Gustaaf Schrils, Vice President for Global Technology, Americas, IHG discussed the way the hospitality industry is using technology to improve the process customers must follow to check-in and check-out of hotels.  The current debate is between using kiosks or Smartphones.  Schrils briefly explains the various issues with kiosks like cost, constant need for upgrades, and they have limited flexibility to make changes to a guest’s reservation.  With the main focus on the customer’s satisfaction and needs it seems that should be an app for that.  Schrills explains how InterContinental Hotels Group has now implemented a mobile-based front desk bypass solution that will give guests’ options for check-in.  Guests’ of course can still go to the front desk and check in to receive a standard room key or they can use their cell phone to open the door.  This technology works by the hotel sending the guest a text message containing their room number and a phone number to call when they get to the room door.  When they call the number, and their cell phone number validates, a tone will play that when held to the door lock will unlock the door.  The future holds the possibilities that “someday the check-in process can be streamlined by an app that interfaces with a scanner and verifies the guest’s identity, allowing them check-in with an eWallet before they arrive at the hotel”(Schrils, 2011).

Reflection

     The current advances that are being utilized in the hotel industry is just a start.  Being able to go directly to a hotel room without having to see a kiosk or front desk representative is a great advance for speed and convenience on the guest-end.  Customers need applications that are easy and require little or no training to successfully use.  There will always be need for the front desk as some people do like the personal face-to-face time.  As for the use of Smartphones to expedite the check-in and check-out process, I find the possibilities endless.  There is nothing worse than having to catch a plane and being held up in the check-out process at your hotel’s front desk.  How much easier would it go if you had the option of checking-out from your Smartphone on the way out of the room and to the airport?  Or the time saver of  being able to make and confirm a reservation on the way to the hotel as well as check-in as you open your room door when you are tired from traveling or running late.  Hopefully in the future we can use our Smartphones to handle the entire check-in and check-out processes while verifying a guest’s identity and providing security from identity theft. 

    Schrils, Gustaaf. (2011, March 15). Are Smartphones Winning the Hotel Check-In Debate.  Retrieved from Hospitality Technology http://hospitalitytechnology.edgl.com/top-stories/Are-Smartphones-Winning-the-Hotel-Check-In-Debate-71375