It’s the Hotel’s Turn to Implement Self-Service

Choose your services and unlock your door with an encrypted audio tone…

Hotels are joining airlines, car rental and other travel companies in introducing self-service systems, in which customers choose which services they want before totting up the price tag, rather than offering a single price for the room. Much of the hotel industry has opted to ignore the opportunity to streamline their processes by implementing web-enabled devices that give the users a choice of services. However, hotel technology has improved to the extent where the often time-consuming process of check-in and the sometimes unnecessary add-on of a full breakfast can be opted out.

“The thought process is evolving,” said Metivier, CEO of OpenWays, the developer of a cellphone-based, door-lock system currently being tested by Holiday Inn. “Excellence in customer service revolves around letting you, as a guest, choose the way you want to interact with the hotel.” In a program being piloted by two Holiday Inn properties in the US, the hotel forgoes keycards. Instead, the MobileKey program allows guests to unlock their doors with their cell phones via a text message that includes a link to an encrypted audio tone.

Meanwhile, the airline industry is experimenting with deeper customer-oriented programs, such as American Airlines and Air Canada testing a program at Logan Airport where passengers can print their own baggage tags. Obtaining a boarding pass via your phone is already commonplace in many airports.



Check Also

Dallas/Fort Worth, Iceland, Keflavik, airport, route, three, airlines, destination, USA,

Keflavik adds three links to one destination

Three airlines are launching routes between the Icelandic airport and the same destination in the US.

CFM, CFM56-7B, engine, blow, explode, inspection, FAA, order, directive, Southwest, cancel, flights, safe, American, United

US airlines cancel flights to check engines

A radical measure to immediately check engines follows a mid-air explosion last week.

Norwegian, IAG, takeover, buy, Walsh, third, offer, billion, debt, newspaper, report

Norwegian delays Canada and Argentina flights

Chief executive Bjorn Kjos says the postponement is due to engine supply delays at Boeing.

British Airways, BA, Iberia, American Airlines, Finnair, oneworld, transatlantic, routes, flights, basic economy, seating, rules

Transatlantic oneworld flights add basic economy

British Airways, American Airlines, Iberia and Finnair will launch a new ‘basic’ fare on some transatlantic flights.

Emirates, Ryanair, Flybe, Austrian, Virgin, British Airways, easyjet, American Airlines, airlines, load factor, PLF, fullest, planes, aircraft, environment, business, profit

Airlines with best and worst load factor

Flying planes full makes airlines far more profitable, and it’s better for the environment.

Delta, airlines, United, American Airlines, pay, pilots, bonus, wage, profit share, usa, captains

Airline gives employees $1.1bn

Delta Airlines is being generous, and people working for its competitors are not too happy.