"Checking In" with the Starwood Lurker
Mar 17, 2002, 7:16 am
#46
Join Date: Oct 2000
Programs: UA Gold 1MM, Marriott Ambassador/Lifetime Titanium, Accor Silver, Club Carlson Gold, BW Diamond
Posts: 2,432
Honestly, I'm pretty okay with how the check in process is these days. Ideally, though, I'd like to see a special Platinum SPG check in line. And I get frustrated when I'm received by an agent who knows less than I do, but I never walk away until I'm comfortable with the transaction, be it regarding an upgrade or rate or anything else.
Okay, so leave it as is, just make all the agents pleasant and smart. Good luck.
Okay, so leave it as is, just make all the agents pleasant and smart. Good luck.
Mar 17, 2002, 7:34 am
#47
Join Date: Apr 2001
Location: New York, NY
Posts: 544
In tune with what many have said, I would first like to know that they acknowledge my Platinum status and inform me if there was an upgrade available and if I received one or not. I would like to receive the Platinum amenity without asking. I would say that this does happen the majority of the time.
I would also like to know if there is a club lounge and if I do have access to it such as with a special elevator key.
A separate check in line for Platinum and Golds would be a nice change as well especially at certain hotels where the line can be long.
Thank you for asking, William.
I would also like to know if there is a club lounge and if I do have access to it such as with a special elevator key.
A separate check in line for Platinum and Golds would be a nice change as well especially at certain hotels where the line can be long.
Thank you for asking, William.
Mar 17, 2002, 8:24 am
#48
Suspended
Join Date: May 2001
Location: Kansas
Posts: 353
My DOs AND DON'Ts:
1. DO NOT put up a Starwood sign indicating a check in place if you are not going to service it. This essentially tells SPG to wait here until we have served everyone else, then and only then, will we get to you.
I'm not saying you have to staff it 24/7, but if someone walks up to it, staff, if they are currently helping someone else, should look up at the SPG, make eye contact, and tell them they will assist them next. This will also inform the people standing in the other line what is about to happen (assuming they have the slightest amount of intellect, but since they are standing in the non-SPG line, they must not be willing to take advantage of the world's greatest hotel program, so perhaps they are not intelligent).
2. DO NOT have my key ready UNLESS you have already upgraded me to the best available room (assuming I'm a Plat).
3. DO acknowledge I have been there before (assuming I have).
4. DO tell me you already have my SPG number (assuming you do).
5. DO NOT make me ask for the Platinum Amenity Choice Card (yes, of course, assuming I am a Plat).
6. DO allow me to request late check out at time of check in (assuming I want to check out late). So many properties make you call back the morning of your departure. Doesn't create a lot of confidence that you will, in fact, be able to check out late.
Someone above was talking about check in at the Westin Maui. Not a gripe, complaint or anything, I'm just wandering if I am the only person with this problem; but because of the waterfall behind you there, I can't hear a single thing the desk clerks are saying!
1. DO NOT put up a Starwood sign indicating a check in place if you are not going to service it. This essentially tells SPG to wait here until we have served everyone else, then and only then, will we get to you.
I'm not saying you have to staff it 24/7, but if someone walks up to it, staff, if they are currently helping someone else, should look up at the SPG, make eye contact, and tell them they will assist them next. This will also inform the people standing in the other line what is about to happen (assuming they have the slightest amount of intellect, but since they are standing in the non-SPG line, they must not be willing to take advantage of the world's greatest hotel program, so perhaps they are not intelligent).
2. DO NOT have my key ready UNLESS you have already upgraded me to the best available room (assuming I'm a Plat).
3. DO acknowledge I have been there before (assuming I have).
4. DO tell me you already have my SPG number (assuming you do).
5. DO NOT make me ask for the Platinum Amenity Choice Card (yes, of course, assuming I am a Plat).
6. DO allow me to request late check out at time of check in (assuming I want to check out late). So many properties make you call back the morning of your departure. Doesn't create a lot of confidence that you will, in fact, be able to check out late.
Someone above was talking about check in at the Westin Maui. Not a gripe, complaint or anything, I'm just wandering if I am the only person with this problem; but because of the waterfall behind you there, I can't hear a single thing the desk clerks are saying!
Mar 17, 2002, 10:02 am
#49
Join Date: Dec 2000
Posts: 244
William,
First, first thank you for asking. Some amazing ideas above me. My ideas and thoughts--
1) A check in Kiosk (much like an ATM)-- fully automated. The kiosk should use my SPG Plat card. It should show me ALL available rooms in map format and ask me which one I want (this way I not just know if I got an upgrade but I can see a room map). Then it should ask me what plat amenity I want, then any other questions.
2) A fully staffed and informed SPG line and enforce it as SPG first.
3) At person to person check in-- the front desk person should ask me what room I want and assure me that they have looked for my upgrade (without prompting). They should have photos of the room types with photos of the key attributes then let us select what we want. Think of the car rental counter (when we go there) and the "picture board" they have. This way we can decide if view, size, placement, finishes are the upgrade we want. If we have stayed there before know in what room and if available offer that exact room ("Mr xxx would you like the exact room you had last time? How about the same type?")
4) Take a page from Hyatt and have early checkin by telephone with room selection. Then you just arrive and get your keys
5) Have a deskless checkin system for SPG Plats-- e.g. you know we are coming, have all our info, pre-register us and meet us as we come thru the lobby. This means that you need your doorman to identify the customer and pass it to front desk staff. To see this in action go check out the Park Hyatt in Chicago. Saves incredible time and makes you want to only stay there.
6) Have front desk, Walk your plats to the room. Some luxury collection hotels already do this. This saves tons of time if the room is not right (about 10% of the time) and also makes us feel special.
7) Use our name and thank us for the business. (probably already part of most hotels but it does not happen all the time)
8) Get your staff to execute on your existing policies 100% of the time (or as close to that as is reasonable). Training of the people is always the challenge. However it is often that we know more than the staff about policies and the hotel itself.
First, first thank you for asking. Some amazing ideas above me. My ideas and thoughts--
1) A check in Kiosk (much like an ATM)-- fully automated. The kiosk should use my SPG Plat card. It should show me ALL available rooms in map format and ask me which one I want (this way I not just know if I got an upgrade but I can see a room map). Then it should ask me what plat amenity I want, then any other questions.
2) A fully staffed and informed SPG line and enforce it as SPG first.
3) At person to person check in-- the front desk person should ask me what room I want and assure me that they have looked for my upgrade (without prompting). They should have photos of the room types with photos of the key attributes then let us select what we want. Think of the car rental counter (when we go there) and the "picture board" they have. This way we can decide if view, size, placement, finishes are the upgrade we want. If we have stayed there before know in what room and if available offer that exact room ("Mr xxx would you like the exact room you had last time? How about the same type?")
4) Take a page from Hyatt and have early checkin by telephone with room selection. Then you just arrive and get your keys
5) Have a deskless checkin system for SPG Plats-- e.g. you know we are coming, have all our info, pre-register us and meet us as we come thru the lobby. This means that you need your doorman to identify the customer and pass it to front desk staff. To see this in action go check out the Park Hyatt in Chicago. Saves incredible time and makes you want to only stay there.
6) Have front desk, Walk your plats to the room. Some luxury collection hotels already do this. This saves tons of time if the room is not right (about 10% of the time) and also makes us feel special.
7) Use our name and thank us for the business. (probably already part of most hotels but it does not happen all the time)
8) Get your staff to execute on your existing policies 100% of the time (or as close to that as is reasonable). Training of the people is always the challenge. However it is often that we know more than the staff about policies and the hotel itself.
Mar 17, 2002, 12:32 pm
#50
Join Date: Dec 2001
Location: SPG Lifetime Plat, Hyatt Diamond, Hilton Gold:AA Plat, Now retired but previous NWA PLAT 2 Million +, United 1K plus etc etc
Posts: 541
Perfect Check-in.
I only have one complaint about the current check-in process and that is that (most) of the front desk staff are poorly educated with regard to the SPG program.
-Right now they simply run my credit card and hand me my key (PLAT) so that's pretty good and very fast.
-Front desk staff that understand the SPG program (know the rules, understand upgrades)
-The best room available (including suites) at check-in. I hate being told there are no suites and yet when calling reservations from my room they have lots of suites available. Just give me the best room availabe based on my status.
-Guest Profile-What's the point of filling out the profile when it is NEVER followed. If there is going to be a guest profile (type of pillow, type of newpaper, floor location) that would be great but only if someone at the hotel actually reads it before you check-in.
Bigshaker
I only have one complaint about the current check-in process and that is that (most) of the front desk staff are poorly educated with regard to the SPG program.
-Right now they simply run my credit card and hand me my key (PLAT) so that's pretty good and very fast.
-Front desk staff that understand the SPG program (know the rules, understand upgrades)
-The best room available (including suites) at check-in. I hate being told there are no suites and yet when calling reservations from my room they have lots of suites available. Just give me the best room availabe based on my status.
-Guest Profile-What's the point of filling out the profile when it is NEVER followed. If there is going to be a guest profile (type of pillow, type of newpaper, floor location) that would be great but only if someone at the hotel actually reads it before you check-in.
Bigshaker
Mar 17, 2002, 3:57 pm
#51
Join Date: Jan 2002
Location: FRA
Posts: 2,175
William,
I can see most properties have a problem to staff the plat line 24/7. also, if there is a long line at regular check-in, people might exchanged bad looks if the only front desk person stops serving the long waiting line and cares for the plat member.
solution, seen at the le meridien in rio: instead of a check-in-line for elite members, they had an extra room next to the check-in-counter which had a sign at the door "carte noir check-in". in this room, there was nobody waiting for me, but when I entered, some bell rang somewhere and alerted them that someone would be waiting there for check-in. the room had nice sofas, canapees, drinks and newspapers, like a mini-airline-lounge. cost: close to nothing.
for the check-in-procedure (staff arrived after about five minutes), we sat together at a table to fill out the necessary forms which had a much more personal touch than standing on a counter.
i found this a VERY nice check-in experience (of course i also received an upgrade
)
I can see most properties have a problem to staff the plat line 24/7. also, if there is a long line at regular check-in, people might exchanged bad looks if the only front desk person stops serving the long waiting line and cares for the plat member.
solution, seen at the le meridien in rio: instead of a check-in-line for elite members, they had an extra room next to the check-in-counter which had a sign at the door "carte noir check-in". in this room, there was nobody waiting for me, but when I entered, some bell rang somewhere and alerted them that someone would be waiting there for check-in. the room had nice sofas, canapees, drinks and newspapers, like a mini-airline-lounge. cost: close to nothing.
for the check-in-procedure (staff arrived after about five minutes), we sat together at a table to fill out the necessary forms which had a much more personal touch than standing on a counter.
i found this a VERY nice check-in experience (of course i also received an upgrade
)
Mar 17, 2002, 4:27 pm
#52
Join Date: Aug 2000
Location: Manasquan, NJ
Posts: 1,413
Mr Fish and I had an expanded discussion on this "check-in" subject (after my previous post).. He had a few additional suggestions:
First, upon a late checkin, he finds it very convenient when the desk agent asks about a wake up call. As stated above "It's one less thing to do"..
Second: On the key holder issue - It should be no larger than the key, so that it can be placed in his wallet easily. And, he added, it is extremely convenient to have the hotel's name, address, and phone on it. I understand this info in addition to room number presents a security problem, but Mr Fish is often in different hotels for many nights in a row. After a business dinner, he often cannot remember exactly what hotel he needs to return to! He finds it very convenient to hand the key holder to a cab driver to get "home"!!! In countries where English is not as widely spoken, I have often been given a "taxi card" with directions to the hotel to hand to the driver. Perhaps something similar?
His pet peeve, although it has nothing to do with check-in, is a room without enough power outlets!! LOL, I guess we'll save that discussion for another time...
Robin
First, upon a late checkin, he finds it very convenient when the desk agent asks about a wake up call. As stated above "It's one less thing to do"..
Second: On the key holder issue - It should be no larger than the key, so that it can be placed in his wallet easily. And, he added, it is extremely convenient to have the hotel's name, address, and phone on it. I understand this info in addition to room number presents a security problem, but Mr Fish is often in different hotels for many nights in a row. After a business dinner, he often cannot remember exactly what hotel he needs to return to! He finds it very convenient to hand the key holder to a cab driver to get "home"!!! In countries where English is not as widely spoken, I have often been given a "taxi card" with directions to the hotel to hand to the driver. Perhaps something similar?
His pet peeve, although it has nothing to do with check-in, is a room without enough power outlets!! LOL, I guess we'll save that discussion for another time...
Robin
Mar 17, 2002, 9:22 pm
#53
Join Date: Apr 2001
Location: Angleton, TX USA
Posts: 92
Mr. Lurker, the wife is the traveller and she just reminded me of those obnoxious sales pitches at the time share properties (Cabo). Not a good experience!!
[This message has been edited by ckinsey (edited 03-17-2002).]
[This message has been edited by ckinsey (edited 03-17-2002).]
Mar 17, 2002, 10:31 pm
#54
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,967
A great one is where you feel you have come home. (Pretty sad on the guest since it means s/he has stayed in a hotel too much.)
A great one is the staff sees you coming and by the time you reach the front desk, you are already checked in.
I had a lot of problems at thw Warsaw Sheraton the first two times I stayed there. By the third time, they knew me and that was what happened :-) or :-(
Steven
A great one is the staff sees you coming and by the time you reach the front desk, you are already checked in.
I had a lot of problems at thw Warsaw Sheraton the first two times I stayed there. By the third time, they knew me and that was what happened :-) or :-(
Steven
Mar 18, 2002, 1:56 am
#55
Join Date: Jun 2000
Location: Boondocks of SE CO, USA
Posts: 247
We had a wonderful check-in a couple weeks ago at the Sheraton Tokyo Bay. Everything was ready and waiting for us when we arrived at the separate Starwood check-in desk, including our upgrade to the club level (as a Gold) and a packet of "Information for English Speakers". The agent checked us in and then personally escorted us to our room, pointing out various aspects of the hotel along the way.
This was our second stay at this hotel and the check-in procedure was similar both times, so I believe this their consistent level of service.
As others have pointed out, a separate check-in and recognition of our Starwood loyalty (whether an up-grade is available or not) is very important in setting the tone for a pleasant stay. When an upgrade is not available it is nice to be given that information, rather than wonder if we were just overlooked.
This was our second stay at this hotel and the check-in procedure was similar both times, so I believe this their consistent level of service.
As others have pointed out, a separate check-in and recognition of our Starwood loyalty (whether an up-grade is available or not) is very important in setting the tone for a pleasant stay. When an upgrade is not available it is nice to be given that information, rather than wonder if we were just overlooked.
Mar 18, 2002, 2:41 am
#56
Join Date: Apr 2001
Location: Reno, Nevada
Programs: AA EXP, UA 2MM, SPG Platinum, Hilton Diamond
Posts: 494
Even before arriving at a Starwood hotel for check-in, I would like information about the availability of a courtesy airport shuttle when I'm flying in and the cost of self- and valet parking when I'm driving. Shuttle availability/hours and parking information, with current pricing, should be on the web site. The room rate is easy to find but the incidental charges are no where to be found.
During check-in, I don't want to stand around while the CSR is answering telephones.
But, at check-in, I would like to be advised (verbally or on a card) about phone charges and have a list of the toll-free local telephone prefixes readily available. Finding a toll-free phone number to check e-mail is a real challenge. The Sheraton ONT (one of my favorites) has such a card right by each phone.
I'd like to be told the hours of the Club Level lounge, when is it open, when breakfast and snacks are available, and whether I have 24-hour access with my room key to complimentary soft drinks from the Club Level refrigerator (like I do at the Sheraton ONT).
Finally, I'd like to be able to check into Starwood properties in Nevada. How about a Four Points and a Sheraton in Reno?
------------------
Biggest Little 1K (in The Biggest Little City) In The World
During check-in, I don't want to stand around while the CSR is answering telephones.
But, at check-in, I would like to be advised (verbally or on a card) about phone charges and have a list of the toll-free local telephone prefixes readily available. Finding a toll-free phone number to check e-mail is a real challenge. The Sheraton ONT (one of my favorites) has such a card right by each phone.
I'd like to be told the hours of the Club Level lounge, when is it open, when breakfast and snacks are available, and whether I have 24-hour access with my room key to complimentary soft drinks from the Club Level refrigerator (like I do at the Sheraton ONT).
Finally, I'd like to be able to check into Starwood properties in Nevada. How about a Four Points and a Sheraton in Reno?
------------------
Biggest Little 1K (in The Biggest Little City) In The World
Mar 18, 2002, 11:43 am
#57
Join Date: Aug 2000
Location: Manasquan, NJ
Posts: 1,413
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Nightflyer:
We had a wonderful check-in a couple weeks ago at the Sheraton Tokyo Bay. Everything was ready and waiting for us when we arrived at the separate Starwood check-in desk, including our upgrade to the club level (as a Gold) and a packet of "Information for English Speakers". The agent checked us in and then personally escorted us to our room, pointing out various aspects of the hotel along the way.
This was our second stay at this hotel and the check-in procedure was similar both times, so I believe this their consistent level of service.</font>
We had a wonderful check-in a couple weeks ago at the Sheraton Tokyo Bay. Everything was ready and waiting for us when we arrived at the separate Starwood check-in desk, including our upgrade to the club level (as a Gold) and a packet of "Information for English Speakers". The agent checked us in and then personally escorted us to our room, pointing out various aspects of the hotel along the way.
This was our second stay at this hotel and the check-in procedure was similar both times, so I believe this their consistent level of service.</font>
Robin
Mar 18, 2002, 11:56 am
#58
Company Representative - Starwood
Original Poster
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
These are all terrific suggestions. Please be assured that the right people are seeing them and please continue to offer more as you think of them.
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide
[email protected]
Mar 18, 2002, 9:49 pm
#59
Suspended
Join Date: Dec 2001
Location: new york, ny, usa
Posts: 13,536
i stayed at the orlando safari this weekend. there was an extremely long line on saturday morning.
then, a flight crew cut in front of the entire line (just walked to the front) and a front office clerk just started helping them. is this normal?
i know they just worked a shift, but how do they know there wasn't anyone else on the line that also hadn't just worked a shift?
is this normal front desk protocol?
then, a flight crew cut in front of the entire line (just walked to the front) and a front office clerk just started helping them. is this normal?
i know they just worked a shift, but how do they know there wasn't anyone else on the line that also hadn't just worked a shift?
is this normal front desk protocol?
Mar 18, 2002, 10:11 pm
#60
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,630
I'm sure every couple of days I will think of something new... Contrary to what a few others have said, I think the human contact at checkin is good, and wouldn't want to use a machine. I also don't like waiting while an agent is on the phone, but its a "tough call" at an understaffed hotel, because I've also been the one calling down from the room and put on hold for way too long for a simple question.