6. BOOK A
HOTEL
TRAVEL TO
AIRPORT;
PARK CAR;
GO THRU
TSA/FLIGHT
TRAVEL
FROM
AIRPORT
TO HOTEL
ARRIVE AT
HOTEL;
CHECK-IN
ARRIVE AT
ROOM
PREPARE
FOR
MEETINGS;
WORK
EAT;
WASH UP;
SLEEP &
REST
EXPLORE THE
CITY; OFF
PROPERTY
EXPLORATION
EXPLORE
ACTIVITIES
ON
PROPERTY
GET READY
TO LEAVE;
CHECK-OUT;
DEPARTURE
TRAVEL
FROM
HOTEL TO
AIRPORT
GO THRU
TSA; FLIGHT;
HEAD HOME
PRE-ARRIVAL ON-PROPERTY STAY POST-STAY
8. BOOK A
HOTEL
TRAVEL TO
AIRPORT;
PARK CAR;
GOTHRU
TSA/FLIGHT
TRAVEL
FROM
AIRPORT
TO HOTEL
ARRIVE AT
HOTEL;
CHECK-IN
ARRIVE AT
ROOM
PREPARE
FOR
MEETINGS;
WORK
EAT;
WASH UP;
SLEEP &
REST
EXPLORE THE
CITY; OFF
PROPERTY
EXPLORATION
EXPLORE
ACTIVITIES
ON
PROPERTY
GET READY
TO LEAVE;
CHECK-OUT
DEPARTURE
TRAVEL
FROM
HOTEL TO
AIRPORT
GO THRU
TSA; FLIGHT;
HEAD HOME
PRE-ARRIVAL ON-PROPERTY STAY POST-STAY
BOOK A
HOTEL
9. BOOK A
HOTEL
TRAVEL TO
AIRPORT;
PARK CAR;
GOTHRU
TSA/FLIGHT
TRAVEL
FROM
AIRPORT
TO HOTEL
ARRIVE AT
HOTEL;
CHECK-IN
ARRIVE AT
ROOM
PREPARE
FOR
MEETINGS;
WORK
EAT;
WASH UP;
SLEEP &
REST
EXPLORE THE
CITY; OFF
PROPERTY
EXPLORATION
EXPLORE
ACTIVITIES
ON
PROPERTY
GET READY
TO LEAVE;
CHECK-OUT
DEPARTURE
TRAVEL
FROM
HOTEL TO
AIRPORT
GO THRU
TSA; FLIGHT;
HEAD HOME
PRE-ARRIVAL ON-PROPERTY STAY POST-STAY
BOOK A
HOTEL
DIGITAL/HU
MAN
CONCIERGE
SERVICES
DIGITAL/HU
MAN
CONCIERGE
SERVICES
SUPPORT
CHECK-IN
DELIVER
ROOM
SERVICES
HELP GUEST
CUSTOMIZE
WORK
ENVIRON-
MENT
OFFER
DINING/SPA
SERVICES;
SUPPORT
WELLNESS
DIGITAL/HU
MAN
CONCIERGE
SERVICES
CHECK-OUT;
SERVICE
RECOVERY
DIGITAL/HU
MAN
PRESENCE AT
LOUNGE
MARSHA PMS SGIEPIC WEB CONSOLE
11. FUTURE ARRIVAL IS ABOUT CHOICE AND RELEVANCE.
Guests EXPECT TO HAVE OPTIONS AND CONTROL,
so they can select their arrival experience based on the
purpose of their trip, mood and preferences.
Through technology we have deeper UNDERSTANDING
OF THE GUEST during their entire trip.
This knowledge empowers Marriott to MOVE BEYOND
TRANSACTIONAL to HOSTED EXPERIENCES.
We HARNESS THE HIGH-TECH to DELIVER THE RIGHT
LEVEL OF HIGH-TOUCH.
12.
13.
14. REMOTE CHECK-IN
Checked in the night before my trip.
One less thing to have to stress about tomorrow!
COMPLIMENTARY ROOM UPGRADE
My iPhone just beeped... I’ve been upgraded. Sweet!
SERVICE REQUESTS
Send 2 foam pillows to room 425, please.
ROOM ALERTS
We’re pleased to inform you that we have fulfilled your request.
REMOTE CHECK-OUT
Saved time by checking out on the ride back to the airport.
21. RESULTS
Almost 28,000 guests used mobile check-in the first 5 weeks
SURVEY RESPONSES (2,740 guests)
- 80% likelihood to recommend Marriott brands
- 79% have a better impression of Marriott versus our competitors
- 86% satisfied with staff service around mobile
- 85% plan to use the app again
22. Improves arrival planning and creates more organization
to support upgrades
Increases on-on-one guest interaction
Requires a designated front desk room controller
Potential to re-allocation associates from front desk to other functions
Labor could increase at the beginning to account for the learning curve
IMPACT ON HOTEL STAFFING
23. Guests don’t know where to pick-up room key once they arrive to hotel,
the visual trigger is not large enough to function
We could re-consider front desk design to allow for a closer
conversation between guest and associate
IMPACT ON LOBBY DESIGN