Two Hilton hotels to test out automatic customer check-in

Hilton is testing self-service check-in in two US properties, with a view to rolling it out across all brands.

Starting in October, the 2,035-room Hilton New York and the 1,544-room Hilton Chicago - two of the company's biggest properties - will each have four to five touch-screen kiosks in their lobbies.

Guests with reservations will insert a credit card and the kiosk will issue a room key, and print room directions and information. IBM, which developed the technology, said the check-in process could take as little as 30 seconds. Guests will be able to check out the same way.

Hilton said the kiosks would improve customer service by allowing front desk staff to focus on "value-added services to those guests who required them". It denied there would be any job losses.

"Consumer acceptance of [self-service] kiosks has improved dramatically in the past few years. Everybody is used to using airport kiosks," said Linda Hanson, spokeswoman for IBM, which partnered Hilton in a similar, unsuccessful trial several years ago. Hilton said the three-to-six month test could be extended to all its brands, which include Doubletree, Embassy Suites and Hampton Inn.

Source: Caterer & Hotelkeeper magazine, 11 - 17 September 2003