SUMMARY
We all know that technology plays a major role in our society today & the advance of technology will always continue to grow. Most people nowadays owns a smartphone which have great features & it comes well in handy. In this article, the main focus was on phone apps for your smartphone in which correlates into the hospitality industry. When many people check-in at their destination hotel, there is a possibility that there will be a long line waiting to check-in. Many people are ready to check-in & head to their rooms as soon as they can due to the length of their travels. Now the author, Gustaaf Schrils, VP of IHG, mentioned about the debate on using apps to improve the speed of "check-ins." Apparently, smartphone apps seem to be a great opportunity to enhance the speed. It was stated that "apps are important links to customer service & support.." & most travelers can agree.
Since there are many apps created, the debate with having a check-in/check-out app for the hotel industry may be a smart ideal which benefit hotels & customers. For example, InterContinental Hotels Group (IHG) recently conducted a real world application called OpenWays in which was basically an app so when a guest check-in, all you do is register on the phone & once you arrive to your hotel, you place a certain call & put the phone to the door just to open it. It seem so advance & that is the ideal/debate dealing with smartphone apps. It is all about improving & creating a simple, easy & fast lifestyle for travelers in the hotel industry. Maybe in a few years we will start hearing & seeing more about the advance within smartphone apps being used for check-in & check-out instead of using kiosks.
REFLECTION
Being that I am an employee at a hotel & I realize how long the lines can form for checking-in, it become a hassle. Also, I am not a fan of having guests wait too long because it draws complaints or dissatisfaction. Therefore, reading this article gave me a good aspect to look forward to seeing what technology features will be presented in the future of the hospitality industry. The article was a debate about creating smartphone apps for check-in/check-out at hotels. Even though many hotels have kiosks, but the advance of technology (smartphones) can be effective for when checking-in at a hotel. I feel that there are many great applications on my iPhone, so why not have an app for checking in-&-out? I feel that this technology improvement will make things simple, easier & faster.
For example, in the article, InterContentinal Hotels Group, recently conducted a real world application called OpenWays which was basically the first mobile-based front desk bypass solution. If a guest wanted to register for a hotel, normally, you can just call up the hotel or do it online; however, OpenWays look further into improving that type of method. All you would do is call or register online, then give the system your number. Once that is complete, you will receive a text message with your room information. Upon arrival, you do not have to worry about going to the front desk agent, so all you do is head to your room, call a special toll-free number & when it validates the guests' information, you place the phone to the door lock to enter your room. This seem so effective & easy in which I would not mind using an app like that. However, the ideal may have a negative aspect toward people who do not own smartphones. Also, it can be a security issue for the hotel industry, if you are not aware who is checking in-&-out of the hotel. All in general, I like the ideal & also look forward to smartphone apps dealing with checking in-&-out in the hospitality industry, but I'm also prepared for down side to this ideal.
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Schrils, Gustaaf. Hospitality Technology. (2011, March 15). Are Smartphones Winning the Hotel Check-In Debate?. Retrieved March 14, 2011, from Hospitality Technology: http://hospitalitytechnology.edgl.com/top-stories/Are-Smartphones-Winning-the-Hotel-Check-In-Debate-71375
I love this idea. I think that it needs to be in every hotel out there otherwise you will not be current with the times. We are a technology driven society and fast paced, what a better idea than being able to check into your hotel room over an app. I know there are concerns with security but I think that if the security in the hotel is run more efficiently than there should be no major issue with security. I think that adding the app and the ability for the hotels to allow check in through your app you will see a rise in satisfied customers. No more long lines or frustrated customers. I would add this app to my phone.
ReplyDeleteLike you said the smartphone has many positive features to add to the Hospitality industry. Being able to check into a hotel or lodging establishment with one’s phone sounds quick and easy. This process will reduce customer dissatisfaction and long waits in hotel lobbies. Like the previously mentioned, most people checking into a hotel are tired from traveling and do not want to wait in a line to check-in. However, while I feel this app will tremendously improve customer satisfaction and loyalty, using a smartphone could have some drawbacks. Using a smartphone as a check in and key device will increase theft. People will also lose that one-on-one customer interaction with the desk clerk. While many people may feel this interaction is not important, I feel it ultimately sets the tone of your experience in a hotel.
ReplyDeleteIm no so sure I like the idea, for business men and womean that travel daily and have an idea on how the check-in and check-out process works and own a smart phone, its great! But that is such a small portion of people that actually travel. Afterall staying at a hotel encompasses every aspect, even the greeting. If i imagine hotel using an appfor guest check in and check out i can't see where the hotel employees are greeting the guests. All I see is guests walking into hotels staring at their phones trying to check themselves into their room. It just seams very impersonal to me. As a guest you are paying for that room and for employees to welcome you.
ReplyDeleteA huge portion on the hospitality industry and its success is the customer service. If people are constantly worried about the being efficient and using smart phones to check in and check out of hotels, then it would diminish the warmth of a welcome. I don't think people should be so dependent on technology, while it does help and makes things operate better and faster, I am not sure if this would help hotels relay their customer service and atmosphere.
ReplyDelete