High Touch vs. Touch Screen by Mary L. Carlin is about the self service kiosks being implemented into hotels. Carlin talks about the different touch screen kiosks that many hotels have available for guests to use. The article says that many hotels are implementing the kiosks because they need to keep up with the tech-savvy world. The kiosks allow people to check in within seconds and checkout within seconds as well. The article also brings up the topic of whether or not the kiosks are a threat or success for hotels. Carlin believes that it depends on the demographic and where the kiosks are located in the hotel lobby. The placement of the kiosks in the hotel lobby is a big to do. Many believe that they should be located at the front desk or as close to the front desk as possible. They also think that a front desk agent should be stationed at the kiosks of a guest needs to be assisted. The implementation of these kiosks is lowering the need for front desk agents. Also with the use of these kiosks, all front desk agents need to be able to know how they work in case a guest needs help with the machine. Carlin lastly talks about other touch screen kiosks that are coming to hotels. They include kiosks that allow guests to print boarding passes and sign up for a hotel’s frequent guest program.
This article really sparked my interest because the use of touch screen kiosks in hotels seems to be a growing trend. I haven’t decided whether or not I think that the self-service kiosks are going to be a good thing for hotels or not. I completely agree with them for the simple fact that people like to do things on their own and don’t want to have to worry about interacting with someone to get a room key and whatnot, many guests are tired when they arrive at their hotels and just don’t want to deal with the people at the front desk. The downside I see to the self-service kiosks is that they are requiring fewer front desk agents. The more machines there are, the fewer front desk staff there is. I know that there still needs to be someone there to assist guests with the kiosks if they are having trouble with them but that also means that there doesn’t have to be five or six front desk agents anymore. I worked at the Hyatt in my town last summer and also over winter break and we have both a self check-in/check-out kiosk and a self service computer to print your boarding passes. I think that the boarding pass kiosk is a great idea for guests. It allows them to check their flights while at the same to print their boarding passes. The check-in kiosk never seemed to be used a lot when I was working. Most guests preferred to come to the front desk and interact with a person rather than a machine. I feel that with the self-service kiosks it depends on the age group and the style of the hotel. When I was working and someone used the kiosk is was much more likely for the person to be a young business man or women and not an older man or lady. Younger people are more comfortable with technology than older people are and I think that is the main factor that is going to decide whether or not the self-service kiosks are really going to be in big success in hotels.
Carlin, Mary L. (2008, February 19) High Touch vs. Touch Screen.
Hospitality Technology. http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=1F14B173AACB4D08A3834FA59A12B66D
1 comment:
I agree with Michelle that self check-in kiosks may or may not be a good thing. Like she said about the hotel in her town she worked at, I also think more people would prefer the interaction with a person. If they have questions about their reservations or stay it would be hard to ask a kiosk. I don’t think that the installation of self service kiosks would eliminate the need for front desk staff, in grocery stores the self check-out has not eliminated the need for check out staff, so why would it eliminate the front desk workers in a hotel?
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