Marriott International is launching a pilot program for contactless arrival kiosks at several select-service hotels, as well as a proof-of-concept for contactless grab-and-go marketplaces at two Fairfield by Marriott hotels.
Marriott’s contactless services include mobile check-in and check-out, mobile key, mobile dining and mobile requests that let members make special requests for service and amenities through real-time messaging. The services are available through the Marriott Bonvoy app when members book direct.
“We are excited to unveil innovative new technologies to support our guests as travel continues to return,” said Stephanie Linnartz, president of Marriott International. “The pandemic has accelerated the demand for contactless services and we continue to evolve to meet the changing needs of our guests. The new offerings are an added benefit to the personalized hospitality we are known for, and we look forward to enhancing our customer experience by blending contactless services with dedicated in-person interactions.”
According to a recent report published by the Travel Technology Association, 65 percent of travelers say that accommodations will need to use the latest technologies to make them feel safe. In another report from Medallia Zingle, 87 percent of U.S. customers said they would like to see companies continue to offer options that limit in-person service. Additionally, social media posts including the phrase “self-service” increased 170 percent year-over-year from 2019 to 2020, based on a social media analysis conducted on behalf of Marriott.
Contactless arrival kiosks have made their pilot debut at the Moxy NYC Times Square, Courtyard New York Manhattan/Midtown East, TownePlace Suites Monroe in Louisiana and will soon be available at the Moxy Miami South Beach. Upon arrival, guests who prefer low-contact interactions can skip the traditional check-in and complete a three-step process at the kiosk to check in for a single reservation, with room keys created on the spot. The kiosks use antimicrobial technology in the touchscreen glass, powered by ultraviolet light to kill bacteria and viruses. Before departure, guests can use the kiosks for contactless check-out and to view their folio.
The Fairfield Inn & Suites Frederick and Fairfield Inn & Suites Arundel Mills BWI Airport, both in Maryland, have introduced wall-to-wall kiosks that offer a centralized marketplace where guests can select snacks, beverages, light bites and sundries. The brand’s complimentary daily breakfast offering has been incorporated into the design during breakfast hours with a selection of hot breakfast sandwiches, sweets, yogurt, cereal and fruit every morning. Specialty coffee and expanded a-la-carte items also will be available for purchase at the kiosks with contact-free Bluetooth payment. The individually packaged items are replenished throughout the day. Guests can eat in the lobby, in their rooms or on the go.
Both new technologies aim to help streamline operations with increased efficiency, allowing hotel staff to engage with guests in more meaningful, personalized ways.