Ibis ditches check-in desks with new programme

Ibis hotels has ditched its traditional check-in desk and replaced it with an ‘innovative’ guest welcome programme.

Employees of the hotel chain will now greet guests on arrival with their room keys in hand. This will be combined with a new fast online check-in and check-out process, with the aim to deliver a seamless experience for guests.

The chain, part of Accorhotels, says that the removal of the desks allows for the creation of more social spaces around hotels, which are more appealing for guests and passers-by while revenue-generating for owners.

Ibis employees will use mobile devices to access the information they need for everything from check-in to housekeeping and breakfast within one app.

By using the company’s new FOLS mobile software, employees can manage their schedules and access information while being freed up to interact with guests.

Ibis says the approach creates a “win-win” situation where the hospitality experience is improved for both guests and employees, as well as greater opportunity to create revenues for hotel owners and franchisees if the space freed up is used to incorporate retail services such as food and beverage offerings.

This approach was trialled in Ibis Cambridge Central Station, which opened last year, with the hotel’s Chill #2 coffee shop acting as the main check-in area of the hotel.

Karelle Lamouche, senior vice president sales and marketing, distribution and revenue management at AccorHotels UK & Ireland, said: “We have embraced the latest digital advances whilst remaining 100% guest-centric in our service, removing the traditional check-in desk environment to give hotel employees more opportunity to offer great customer service to the guest.

“At the same time as creating happy customers, it also creates opportunities for hotel owners and franchisees to increase revenues by introducing more social spaces and food and beverage offerings.”

She added: “Guests’ expectations are changing as they seek more social, interactive hospitality experiences with higher levels of customer service. This programme is a good example of how our brands are innovating and using technology in the right way to adapt these changing expectations.”

Powered by WPeMatico

Latest Posts

Contact Details

the hotel marketer

Phone: 0203 0263660

Email: contact (AT) thehotelmarketer (DOT) com