Not too long ago, the extent of a hotel’s technology was the PBX (the telephone switch). Today, the list of acronyms and complex systems would intimidate even NASA; point of sale (POS), property management system (PMS), key card, Wi-Fi, accounting software, PC network, etc. Now we have the check-in kiosk, a technology that has modernized and simplified the check-in process.

Busy and tired guests don’t want to stand in long reception lines and they are accustomed to check-in technologies at airports. Bringing this technology to hotels gives guests the option of a quick check-in without the hassle of waiting. This way, they can slide their card, get their key, and go to bed.

Over the past two years, the kiosk has become a standard for major operators. In theory, operations has less man-power at the front desk, and the kiosk can improve the bottom line and have a quick payback.  Guests may have a better experience if they can check-in faster, the technology works and they don’t feel the hotel service has degraded to robotics.

Sheraton Phoenix Kiosk

Sheraton Phoenix Reception Area- Open for Easy Attendance to Guests

In designing and constructing this new technology, whether in a renovation or ground up, consider the following:

• Make sure the placement is obvious to the guest. This way the guest makes the choice to use it, and is not directed to use it.
• Know that space will be an issue and that planning is key.
• Make sure the interconnection software between the kiosk and the other systems are compatible and interface with each other properly.
• Make sure there is a power supply  and data connection solution to the units.
• Comply with ADA requirements.
• Be ready to deal with technology issues and initial glitches. Give yourself a proper pilot phase.
• Coordinate with the millwork and interior designer so the kiosks look like they are part of the design, not an afterthought.
• Consider the implications of what the kiosks touch or are near all other surfaces; such as the flooring, walls, lighting, artwork, seating groups, millwork, paths of travel, etc.
• The front desk must be open so that  the front desk staff can quickly attend to guests at kiosks, without having to access back around the office.

For excellent examples of new kiosk installations, visit our recently completed Sheraton Phoenix Downtown Hotel or Wild Horse Pass Hotel and Casino.

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