• Sun. Jul 3rd, 2022

Marriott hotels take a look at replacing desk clerks with kiosks

Desk clerks are poised to turn out to be the most current coronavirus casualty at some Marriott accommodations.

The world’s most significant lodge chain reported it is testing automated kiosks equipped with contact screens that can check in visitors and spit out space keys, as properly as large vending machines it calls “grab-and-go marketplaces” that can dispense almost everything from coffee to breakfast sandwiches and cereal.

The new kiosks are getting tested at two New York City lodges — the Moxy in Periods Square and the Courtyard New York Manhattan/Midtown East. They also are getting piloted at the TownePlace Suites in Monroe, Louisiana. A take a look at also is scheduled for the Moxy in Miami.

“Our kiosks will not impact staffing models or work in any way,” spokeswoman Christine Lin advised The Put up. “Rather, they will serve as an included-price and extension of our associates, who will proceed to deliver devoted services to our company in the course of their stays, such as at the entrance desk.”

Marriott claimed the so-named “contactless arrival kiosks” are meant to ease customers’ fears about having COVID-19 by interacting with resort personnel. As this kind of, they are equipped with “antimicrobial engineering baked into the touchscreen glass, powered by UV mild to eliminate micro organism and viruses,” Marriott said in a Monday press release.

“The pandemic has accelerated the need for contactless companies and we continue on to evolve to meet the transforming wants of our company,” Stephanie Linnartz, president of Marriott International said in a assertion.

Marriott said 65 percent of tourists say they want the newest systems to make them come to feel safe and that 87 p.c of US buyers say they would like to see providers keep on to supply choices that restrict in-person services. Social media posts which include the phrase “self-service” enhanced by 170 per cent 12 months-above-12 months from 2019 to 2020, the company explained.

Vending machines can dispense everything from coffee to breakfast sandwiches and cereal.
Vending machines can dispense anything from coffee to breakfast sandwiches and cereal.
Marriott

But marketplace experts see the kiosks as a price tag-slicing shift — and a action toward self-checkout automation that has been pioneered in the latest several years by grocery stores, huge-box retailers and quick-foodstuff dining establishments which includes McDonald’s, which has mounted kiosks at some locations to choose customers’ orders.

“We’re possibly months from a return to usual in the US, so to use these studies to justify extensive-expression changes that will be applied many years down the highway at lots of qualities is disingenuous,” mentioned hospitality blogger Ben Schlappig.

His blog site “One Mile at a Time” greeted Marriott’s launch with the words “Ugh” and “Awful,” and pointed out that Marriott’s cellular applications are nevertheless riddled with bugs.

For improved or even worse, automation “is quick coming to the resort field,” mentioned guide Geoffrey Mills, president of GAM Hospitality. “All the motels are heading to search for labor savings” subsequent a pandemic that has price tag hundreds of 1000’s of positions nationwide throughout the sector.

Marriott Hotel sign
Marriott reported the so-identified as “contactless arrival kiosks” are intended to relieve customers’ fears about finding COVID-19 by interacting with hotel workers.
LightRocket through Getty Photographs

Even now, accommodations need to believe twice about axing their entrance desk clerks, alert industry professionals.

As they go on to strip away products and services and the personnel that greet friends when they get there, they are making a products that resembles Airbnb,” explained Sean Hennessey, president of Lodging Advisors and a New York University professor of hospitality. “And so folks may possibly finally inquire what is the big difference in between a hotel and Airbnb.”

Marriott’s pilot notwithstanding, don’t count on luxury resorts like the Ritz-Carlton on St. Regis, which are also owned by Marriott, to do away with the private touch.

“They’ll want the buyer interaction and the possibility to upsell customers to a suite or a place with a view or by the pool,” Mills stated.