Click here to read Harvey Schachter’s review of my new book, Redefining Operational Excellence.
A recent article in the Globe and Mail discussed how some hotel chains are beginning to use apps and kiosks to check guests in, so those guests can bypass the front desk.
Here are some musings on that idea:
- Airlines are already doing this by allowing passengers to check-in online the day before their flight and use electronic boarding passes, so the technology already exists. The unknown factor is whether guests want to bypass the front desk.
- Disney Hotels uses floating staff with iPads to check guests in, thus providing a person to speak with, but avoiding check in lines. They actually check you in while you are unloading your baggage so there is virtually no waiting from the time you arrive at the hotel to the time you have your key.
- Hotels want to be careful about how hard they push this idea out to customers as checking in at the front desk provides them an opportunity to engage with their guests. If they lose that opportunity, they will need to find a different way of engaging. Maybe a quick phone call or visit 30 minutes after the guest arrives.
- Offering a choice lets the guest decide, so it doesn’t mean removing the front desk altogether.
- The online check-in or kiosk would seem to be attractive to business travelers or guests arriving late who just want to get to their room and don’t need the live interaction when they check-in.
- Like any other technology option, success will be in how it is rolled out and executed, not the technology itself.
Read this recent article from the Globe and Mail about how Chapters/Indigo is using technology called Soapbox to engage customers more and leverage their ideas. Andrew is quoted in this article with his thoughts on customer retention and how Indigo can grow the program even further.
My ideas on operational excellence and speed optimization were recently featured in an article by Harvey Schacter in the Globe and Mail. If you want to be a great organization, you can’t afford to ignore these concepts.