The 2,200 hotel-chain has been testing check-in kiosks since December at its marquee hotels in New York and Chicago, and the returns are in: They're a hit.
Thanks to better-than-expected adoption, the company will, by year’s end, deploy kiosks at 45 of its hotels, allowing guests to get a room key without a visit to the front desk upon arrival.Likewise, also by year’s end, the company will start letting guests check in on its Hilton.com Web site up to 36 hours before arrival.
Delivering check-in capabilities via kiosks and the Web was a logical follow-up to the completion last year of the company’s $50 million OnQ customer-information environment, Hilton CIO Tim Harvey says. The transactional information flow required to tie hotel front desks with the check-in process in OnQ is being replicated for the Kiosk and Web channels. “Whether it’s done manually by a person, online, or via kiosk, a check-in is a check-in is a check-in,” Harvey says. “You just reuse the check-in logic.”
Read more at Information Week
