This article originally published in Self-Service World magazine, March 2007.
Mike Kiesel is the director of rooms at the Hyatt Regency in Louisville, Ky. He’s manned a front desk for 15 years, from the time hotel desks were first automated via computer. Since then, computers have slowly crept to the front of the desk, where customers can now check themselves in via kiosk.
SSW: How has the hotel front desk changed since you’ve been there?
MK: I started maybe a year after Hyatt hotels got a computer system. Before, you had a big board with all the rooms on it and keys on chains. And the housekeeper would come down and tell you what rooms were clean.
SSW: What kinds of things do you talk to customers about?
MK: You hear a lot of things about just people’s lives. Sometimes it’s like being a bartender. During Derby last year, we had a lady who hit a winning ticket for like $250,000. That’s pretty interesting. Of course, in different hotels, [there are] different entertainers and celebrities that you get to talk to. That’s probably more exciting for the average employee.
SSW: What kind of customers leave your staff the best tips?
MK: Typically someone who has worked in food and beverage. From a guest services side, really if you give good service, a wealthy person will do well, but I’ve seen wealthy people who just give an average tip. I’ve never been in a position to receive tips, but I know they’re usually pretty good. I know a lot of football players … are good about it. Most celebrities are very nice.
SSW: What kinds of customers use self-check-in?
MK: I see people in their 40s use it pretty often. Really, it just comes down to different generations might be more comfortable with technology. If someone is technologically savvy, they’re more likely to go to it. I have seen people of all ages use it. We have a fast board, also, where you can print out your boarding passes right here in the lobby. I think, maybe, a younger generation might look for it more. But I really haven’t seen where there is that much difference. We try to put it in places where everyone can see it.
SSW: Have kiosks changed how the front desk works?
MK: One thing I’ve found is, there’s always going to be people that don’t want to do it themselves. They want someone there to assist them. We are happy if people use it [the kiosk], but we really like that personal interaction so we’re always going to have front desk personnel to assist one-on-one. Our whole purpose is to provide another option for people who want it.
