Guest Services Check-In Screen
 

Anyone happen to know exactly what is seen on the computer screen with Guest Services reps check us in?

It was an interesting interaction during check-in. The agent knew so much about me - kind of scary.

It was beyond just how many points I had, number of stays, how long I have been a Marriott member, etc, but also where all my past stays were, when I last redeemed points, previous bonus transactions that have hit my account and general comments Marriott has entered in about me.

I'm all for companies building a database of information about their customers to get to know them better and tailor stuff / marketing directly to their customer, but didn't know that Marriott tracks each conversation with us and then allows individual hotels to see this.

He knew that I had an issue at the last Marriott I stayed at in NYC and that Marriott Corporate was in contact with me.

Does anyone know what other information is on that screen of theirs? Has me thinking now.

I was shocked by this too when I was checking out at a FFI in CA 3 years ago paying with a GC. She could see where I have stayed, how much I have paid - not sure if it's from the GC or my profile. Either way it's scary. I mostly stay in Asia/Europe where no FD reveal these info to me - all they tell me is that I'll be visiting the same hotel soon. Not sure if they are too imcompetent to find out or they don't bother.

I don't like this but for someone who lives in Sweden this is nothing comparing to the extent of how much people know about you:

When I need to have my car fixed/serviced, all I need is to give them my car's plate number - they know when the car was bought, when and where it has been serviced etc. (I use various garages). Everything here require your SSN, I mean everything - from getting a phone (even getting a prepaid card), buying insurance (any kind), even signing up for supermarket loyalty scheme.

From a few years ago
http://richs.smugmug.com/photos/i-pb...-pb63qcR-L.jpg

Meanings of some Codes - but I don't believe this is all of them

wow, that's a lot of information that is not relevant to just check people in and out.

It's not exactly an up to date system.

that's the full service PMS system, not what's used in the select service/extended stay brands (or Ritz-Carlton)....FYI all current systems are in process of being retired

written in the late 70's and running on a Series 1 emulator (yes that's correct...IBM series 1 - google it)

Yeah, my husband used to be the Director of IT for a franchisee. Not exactly a fan. :-)

Have some properties already upgraded to a new system. Curious how they still knew the details of what I mentioned but don't see in that screen. Maybe another system behind this one has details?

Still don't know why individual properties would need these type of details on guests

Pretty insulting knowing what is out there that is superior.

alpha testing is on-going, beta testing starts in 4th quarter, roll-out begins in the 1st quarter

I'm not exactly sure how "FOSSE" (the select service/extended stay PMS system) displays the info but I believe it's pretty much the same info

superior is a relative term, these systems have performed well for decades (they have been updated quite a bit over the years) but it's gotten to the point where it's better to discard them than continue to update them (both Hilton and Starwood systems are decade(s) old too but not nearly as old as MI's)

It is about investment. They don't want to spend the money. A new system could easily be created the technology is clearly already in place. This is a Service industry and catering based on information collecting over time is the name of the game.

When I checked in at the Ren Malmo this week I was thanked for my upcoming 73rd stay with them! The check-in guy also told me I had spent 183 nights there so far. But he still thinks I'm Plat, rather than PP. So it doesn't know everything.

Or he just doesn't know the code or difference between PP and P.

It's funny how the conversation went from "What information is on the screen" to how old and antiquated their system is... lol

I had a look at the screen at the Ren Malmo yesterday when checking out, and it's a Windows system rather than the ASCII one posted above. Still seems to display the same info though.

I'll just point to the issues UA/CO and American West and US have experienced in the past

Check in screen
 

Does anyone have a screen shot or other pic of what the check in screen looks like when the FD agent checks you in? How does it display my rewards account info/ elite status and special requests (such as high floor)? I know there was a thread a few months ago but that pic was from a few years ago.

Oh you mean the thread from a week or so ago? ;) scroll back last few pages; you'll find it.

Cheers

The pic is from a few years ago, but I've heard no one say that the current system isn't the same. Are you looking for a more recent photo of the same screen? Or do you believe the current system is different?

From the data above, a new system will go in early next year.

current generation of systems will not start to be replaced until 2015

I was staying at the Ritz in Toronto recently when the front desk rep said "wow - you really like our hotels, huh?"

I was a bit surprised and taken aback by this -- he said that he could see all of my previous stays at different RC properties (maybe 8-9 in the prior 12 months?)

A little creepy...

Past future stays on the system can be useful. Recently we were on a multistay Marriott Ritz trip and left something valuable at Marriott #1. Checking in at Marriott #2, the clerk called Marriott #1 and arranged to have it shipped to Marriott #3.

But couldn't you just say to clerk #2, hey we forgot something at #1, is it possible to have them ship it to #3? That doesn't really need a check-in screen.

Cheers.

What is most interesting is Nights to Renew... if you have a credit card that gives you, say, platinum, it would be a lot of nights...late in the year..easy to know you are not important.

That said, I saw nothing like that on my screen in a recent stay at a FFI. It did say that I had the Marriott Biz card.