Several major hotel companies are expanding the number and capabilities of their self-service check-in kiosks, and there are even plans afoot to tailor the service to the meetings industry.
Among those adding kiosks is Embassy Suites. It is the first hotel brand to make kiosks a standard, with plans to have the service installed in all of its properties by mid-2006.
"We felt it was important to give control back to the guests," said Phil Beilke, senior director of brand, product, quality and culture at Embassy Suites."The kiosks give guests a choice as to how to interact with the hotel. Many just want to get to their suites faster after a long day of travel."
Sheraton and Hyatt both said they'll be adding kiosks to more than 100 properties by year-end, on top of those already outfitted (see chart).Hilton will be adding another 100 kiosks across all brands by the end of the year as well.
Among those just starting to install kiosks are Fairmont and Marriott. Fairmont launched a 10-week trial at its property in Toronto before adding kiosks to the company's larger properties, and Marriott put kiosks in a few locations this past summer.
Hyatt,Hilton and Fairmont are working on programs to allow guests to check in for flights from kiosks in hotel lobbies. Hilton and Fairmont are planning to debut this service by the end of the year.
Considered a leader in kiosk development, Hilton installed kiosks in Honolulu Airport's baggage-claim terminals for guests to check in before heading over to the hotel.
To aid in quicker check-outs for attendees, Hyatt will soon feature a portable kiosk that can be placed near meeting rooms or on guestroom floors where large numbers of attendees are staying.
Planners can customize a welcome message for attendees at Hilton and Embassy Suites. The group's meeting agenda can also be printed out on the receipt when a guest checks in.
Daniel Krueger, an independent planner in Boston, used a check-in kiosk to help brand an event.
"We had a dedicated kiosk for our group and put up signs and balloons near it welcoming attendees to the event," he said. Krueger asked to have the meeting logo and some pictures on the welcome screen, but the hotel couldn't accommodate the request.
Other planners frankly don't have much use for the kiosks.
"I've had a few meetings at hotels with kiosks and they haven't been useful at all," said Ben Yalow, who plans meetings for New England Science Fiction Association. Most of Yalow's attendees bring guests to the event, and he noted that many kiosks are not able to handle double check-ins.
One thing that could happen as guests become acclimated to self-service checkin is a reduction in front-desk agents. Or could it?
"The intent of the kiosks was never — and will never be — to reduce or eliminate front desk staff," said Beilke. "Now, we bring a team member from behind the desk to provide direction, answer questions, and help guests with using the kiosks. We found that they can handle more guests on the floor than behind the desk."
Kruger suggested that if a reduction does occur, the labor costs should be invested in other services.
"I recently stayed at a hotel in Boston where the concierge leaves work at 5:00," he said. "I had a question after he'd left, and the front desk was no help. I would rather see a few more kiosks and less front-desk personnel at that property if it meant I would have a concierge available to answer questions beyond 5 p.m."