New York Times: In an effort to reduce lines and get travelers to their rooms faster and more happily, the hotel industry is trying to streamline the check-in process. Taking a page from the airlines, several chains are installing self-service check-in kiosks in the lobby.
For several months Hilton and Hyatt have been allowing the highest-level members of their loyalty programs to check in remotely via the Internet. Marriott recently announced that it was testing Web check-in from hand-held devices at one location in Redmond, Wash.
"We're trying to provide alternatives to the traditional single check-in desk," said Thomas Spitler, a Hilton vice president. The company has "no intention" of replacing front desk staff with machines, Spitler said. Rather, supplementing the check-in desk with alternative options takes do-it-yourself travelers out of line, which helps free the desk staff to spend more time with guests who want personal attention.
"It's really about being more hospitable than clerical," he said.
