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Embassy Suites Will Have Self-service Registration
Kiosks in 100% of Hotels by June 30, 2006


First Hotel Brand to Feature the Multi-Purpose IBM Self-Service
Solution at All of Its 175 Properties 

MEMPHIS, Tenn. - Feb. 24, 2005 -- Capitalizing on a trend begun by the airline industry -- and most recently, the Hilton Family of Hotels -- to offer consumers self-service check-in capabilities, Embassy Suites Hotels(R) announced plans today to install self-service, multi-purpose EmbassyDirect Registration Kiosks(TM) at all of its hotels. The automated technology will appear in 75 percent of hotels by year-end 2005, and in 100 percent of hotels by June 30, 2006.

With this announcement, Embassy Suites Hotels will become the first hotel brand to feature the automated technology, pioneered by Hilton's IT division and IBM, in 100 percent of its 175 properties. IBM is providing kiosk hardware, the operating platform, systems management tools and project management support.

"This is a big step not only for the Embassy Suites Hotels brand, but also for the hotel industry," said David Greydanus, senior vice president, brand management, Embassy Suites Hotels. "By placing the EmbassyDirect Registration Kiosks in all of our hotels, we can offer our guests more choices, convenience and control when it comes to their hotel stay. And, for guests who prefer interaction with the front desk, team members will be more empowered to deliver the ultimate service experience for which the Embassy Suites brand is renowned."

The easy-to-use automated kiosks are designed as a convenience for guests when checking in and checking out. The EmbassyDirect Registration Kiosks were first introduced to Embassy Suites Hotels in October 2004 and the kiosks are currently featured at six Embassy Suites hotels, including: Memphis, Tenn.; Salt Lake City, Utah - Downtown; Nashville South - Cool Springs; Charleston, SC - Airport/Convention Center; Portland, OR - Downtown; and Anaheim, Calif. - South.

Currently, 10-12 percent of guests on average are using the technology within the hotels that offer the service. Based on customer satisfaction research conducted by Embassy Suites Hotels, more than 90 percent of guests replied they would "definitely use the kiosk again."

Service applications for the kiosks include room check-in (ability to select the room, disbursement of room keys and printing of registration information), check-out (printing of folio and modifications to method of payment), personalized messaging to guest, and coupons for hotel services in selected locations. Additional enhancements include expanded ability to: offer visual room selection, hotel services such as bundled high-speed Internet access and phone services; and review resort package options.

"We have been testing this feature in our hotels, and the response from guests has been very positive," Greydanus added. "As an innovative hotel brand, we wanted to stay ahead of guest demand and place them in our hotels when the timing was right. As travelers are becoming more accustomed to the self check-in process at airports and other travel destinations, we expect to see a surge in popularity and usage of the kiosks by year-end. For guests who prefer traditional interaction with front-desk staff, that option continues to be available throughout all of our hotels."

According to Greydanus, previous customers who have used the kiosks -- close to 80 percent -- have commented they were "very satisfied" with the technology. And while the kiosks are completely automated, guest services staff assigned to the kiosk area are available to assist guests who have questions.

About Embassy Suites Hotels
Embassy Suites Hotels, which opened its first property in 1984, was the first all-suite upscale hotel brand to enter the industry and today has more than 170 hotels. Embassy Suites Hotels is a part of Hilton Hotels Corporation, which is recognized internationally as a preeminent hospitality company. The company develops, owns, manages or franchises more than 2,200 hotels, resorts and vacation ownership properties. Its portfolio includes many of the world's best known and most highly regarded hotel brands, including Hilton(R), Conrad(R), Doubletree(R), Embassy Suites Hotels(R), Hampton Inn(R), Hampton Inn & Suites(R), Hilton Garden Inn(R), Hilton Grand Vacations Club(R) and Homewood Suites by Hilton(R).

Also See: Instead of the Traditional Check-in Counter, the Embassy Suites Albuquerque Lobby Will Have Four Kiosks / August 2004
Hilton's Customer-information System, Called OnQ, Rolling Out Across 8 Hotel Brands; Seeking Guest Loyalty and Competitive Advantage with Proprietary Technology / August 2004
Hilton Tests New Check-In/Check-Out Self Service Kiosks at Two Flagship Properties / Sept 2003

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