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Self-Service = More Service with Mobile Key by OpenWays
Hospitality industry's leading provider of front-desk bypass solutions is equipping mobile-centric
travelers with tools that get them to their destination quicker and hoteliers
with a means to deliver more services;

Visit OpenWays at IH/M&RS in Booth No. 3172

By Pascal Metivier
November 9, 2011

The check-in counter is destined to become a thing of the past for most travelers, according to SITA - Specialists in Air Transport Communication. Findings from the 2011 SITA - Air Transport World Passenger Self-Service Survey released last month reveals that interest in new self-service options is extremely high among all travelers. The survey, gathered from a representative sample of more than 280 million airline passengers and based on smartphone use at airports, observed a "relentless trend towards self-service check-in" predicting that the check-in counter will eventually become "dedicated to non-standard check-in, staffed by agents trained to handle complexity."

Mobility is having the same impact on the hotel industry as guests, many of whom are airline passengers, are expecting self-service options to get them to their destination -- namely the room. It is evident, by the widespread adoption of Mobile Key by OpenWays in the U.S. and Europe, that hotel guests are as eager to use a mobile-based self-service option as hoteliers are to offer it. Mobile Key is a hotel front-desk bypass solution that lands guests in rooms quicker through the simple use of any cell phone. With Mobile Key, front desk lines dwindle and guest service elevates as any of the 5.8 million mobile devices in the world can be used as a room key to unlock the guest room door.

SITA CEO Francesco Violante said the world is "entering the era of the mobile-centric passenger, who is not only able to manage his or her journey independently but also expects personal and timely communication from airlines, airports and other providers of travel-related services." I couldn't agree more. This trend is sweeping across all travel touch points -- especially hotels. Today we are entering the era of the mobile-centric traveler who prefers self-service, but wants attended service available as an option.

In recent years, the traditional front desk has undergone extreme transformations. Depending on the hotel segment, some check-in counters have been replaced by welcome pedestals that are manned only during select hours, while others have been removed altogether. This change is taking place not to offer less service to guests, but to offer more service by personalizing the overall guest experience and removing any obstacles that can keep them from having a stress-free stay.
Mobile Key by OpenWays provides mobile self-service when guests want it, and attended service when they need it. It removes any roadblocks that could potentially keep guests from arriving to the sanctuary of their room -- including having to stand in lines at kiosk stations to obtain a plastic room key that may or may not be programmed properly and could require the guest to make the dreaded trip back to the front desk.  Mobile Key does not prevent guests from obtaining front-desk assistance during their stay, and plastic key cards can be used interchangeably with each lock. If a room change needs to be made or a mobile key needs to be reprogrammed, it can be done remotely online via the guests' cell phone without any further inconvenience. It's one of many ways that Mobile Key is delivering more service to guests.

Self-service technology is ideal in the hotel environment because it improves guest flow and alleviates areas of concern of staff and guests. Mobile Key enables guests to receive an e-mail or SMS/text message containing their room number upon arrival. They don't have to make any un-necessary stops at check-in just to obtain a plastic keycard that also happens to be harmful to the environment. They can avoid any potential delays and proceed directly to their room by using their mobile phone as a room key. It's that simple -- and it's an extremely comfortable process for mobile-dependent travelers who already navigate travel-related apps.

According to the SITA study, more than 50 percent of first/business class travelers and frequent flyers who responded said they receive travel-related SMS notifications on their mobile device today, and that number is expected to rise to 76% in the very near future.

Mobile Key Offers More Services to Operators
While the benefits of offering a Mobile Key as a way of providing more service to guests seem evident, there are additional far-reaching benefits to hotel owners and operators when implementing an optional front-desk bypass solution. Mobile Key lowers operating costs, raises operational efficiencies and builds a strong competitive advantage. Here's how:

  • Mobile Key offers more service for hotel staff by creating a more relaxed atmosphere for everyone upon arrival. Because attended check-in is tedious and time consuming, staff can unknowingly cause guests to feel that providing service is a burden. Allowing guests to use their personal mobile phones as their room key and bypassing the front-desk at check-in empowers front desk attendants to better enjoy their tasks and dedicate more quality time to guests coming to the front desk. In addition, management can reallocate staff to other areas of the hotel where attended services are more in need. By removing stress from a job position, it decreases employee turnover while reducing recruiting and training costs.
  • Mobile Key offers more service to chains and independents by enabling all types of properties to deliver a mobile self-service option to ALL guests regardless of the phone they carry or the network they use. Today Mobile Key apps are available for ALL smartphone operating systems, including Apple iOS, Android, Blackberry, Windows Mobile, Windows Phone 7, J2ME, Symbian OS, Brew, MeeGo, Bada and more. Because Mobile Key is deployable today, hoteliers can give their guests complete control over their experiences. Brands that are looking to differentiate themselves from the competition and independent operators looking to level the playing field, can now choose a solution that works today to heighten satisfaction and ensure loyalty.
  • Mobile Key offers more service to environmental travelers by making check-in "green." Adding to a hotel's sustainability program goes a long way towards attracting the 43 million travelers who want to help the environment and prefer to stay at a hotel that boasts its environmental friendliness. There are no check-in methods more environmentally sustainable than issuing a "Mobile Key" vs. a plastic key card, which frequently will end up in the garbage and then an unhealthy landfill.
  • Mobile Key offers more service to housekeeping and engineering by providing on-line, real-time management of master keys. With Mobile Master Key by OpenWays, a lost or stolen master key can be neutralized in real time without having to walk to all locks in the building for reprogramming, like it has to be done today. With OpenWays, every hotel can now have on-line master keys.
  • Mobile Key offers more service to hotel owners and managers by making it compatible with a hotel's existing electronic-locking systems regardless the card technology being used (magnetic-stripe card, smart card, proximity card, RFID cards, and it is able to interface to a hotel's existing central-reservation and property-management systems. Hotels that want to upgrade their locks to Mobile Key can do so easily and affordably via an upgrade toolkit. An all-in-one solution for new construction properties that has Mobile Key functionality built in also is available.
  • Mobile Key offers more service to hotel marketing directors by aiding in a hotel's e-marketing efforts. Once guests have enrolled in Mobile Key, it provides a vehicle for continual communications before, during and after the stay.
The line that was once separating airline passenger services vs. hotel guest services is not just blurred, it's vanished. Travelers' mobile expectations today are universal, and Mobile Key by OpenWays is helping hoteliers to bridge the gap between what they have in place and what global travelers demand. Let's face it. No hotelier wants to offer mediocre service. Mobile Key is the No. 1 mobile self-service platform that is enabling hoteliers to deliver more service to guests and receive more services in return.

About Pascal Metivier and OpenWays
Pascal Metivier is Founder and CEO of OpenWays. Previously, he served as President of ASSA ABLOY Hospitality EMEA, parent company of VingCard, Elsafe, TimeLox, Uniquey and SafePlace companies. He also led a major ASSA ABLOY group NFC mobile phone initiative. Metivier possesses 16 years of experience in access management and electronic lock/door hardware solutions. He also held leadership positions with Onity, Senercomm, CISA Security Products, CISATRON LTD, CISA Spa and SECURIDEV/FONTAINE.
OpenWays is a global solution provider of mobile-based access-management and security solutions. With offices in Chicago, Las Vegas, Seoul and in Europe, OpenWays provides technology solutions allowing for the secure issuance and delivery of access rights and keys process via any cell phone operating on any network. The OpenWays solution is truly unique as it is built on the concept of credential dematerialization. The OpenWays mobile room key solution works on ALL the 5.8 billion cell phones in service in the world today. For more information, please contact Barb Worcester at +1 440 930-5770 or email More information can be found by visiting


Barb Worcester
PRPRO /OpenWays
Tel: (440) 930-5770

Andrew Sanders
Tel:  (732) 707-1869

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Also See: OpenWays Announces Next Generation Mobile Key Apps for Smartphones; Mobile Key Apps now available for ALL smartphone operating systems; Visit OpenWays in Booth #3172 at IH/M&RS Nov. 13-15 in New York / November 2011

OpenWays Introduces 'Mobile Key' for Independent Hotels;To meet the growing demand among non-branded hotels wanting a Mobile Key Front-Desk Bypass Solution, OpenWays is introducing a cost-effective and secure option for Independents that harnesses mobile technologies to reduce costs, improve financials, and drive guest loyalty / October 2011

OpenWays Introduces Mobile Master Key; OpenWays simplifies hotel master key management by harnessing mobile technologies to make all locks 'on line' without costly infrastructure: Visit OpenWays in Booth #3172 at IH/M&RS Nov. 13-15 in New York / October 2011

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OpenWays Opening Doors to Gen Y Travelers Wishing to Bypass Front Desk; Allowing guests to check-in remotely by equipping door locks to open via any cell phone is ideal for attracting this green-conscious, tech-dependent, instant gratification generation / May 2010

OpenWays Selected by Microsoft® to Join Its BizSpark™ Start-Up Program; Developer of the world's first crypto acoustic solution for check-in/out and room access via any mobile phone to receive full Microsoft marketing support, tools, licensing, and global visibility / April 2010

ITB Berlin Attendees Flock to OpenWays' iPhone App for Front-Desk Bypass, Acoustic Room Keys; Attendees at world's largest trade show for the travel industry flocked to see world's first crypto acoustic solution for check-in/out and room access via any guest's mobile phone; OpenWays was one of 11,127 companies from 187 countries that exhibited at the record-breaking event / April 2010

OpenWays Presents its iPhone Application to Bypass Front Desks and Open Room Locks; Mobile solution provider that developed the world's first crypto acoustic solution for check-in/out and room access via any guest's mobile phone announces new services to further enhance operations and guest services. / February 2010

OpenWays Responds to FAQs Regarding its Front Desk Bypass Solutions that Securely Open Hotel Room Doors by Cell Phone; Mobile solution provider that developed the world's first acoustic solution for check-in/out and room access via a guest's mobile phone regardless of type answers hospitality industry's most frequently asked questions / February 2010

100% of the World Cell Phones to Open Doors with OpenWays' Apps; Hospitality's FIRST Check-In /-Out Solution with Mobile Room Key Delivery for ALL Cell Phones is at IH/MRS! / November 2009

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