Marriott pilots arrival kiosks, grab-and-go concept

Marriott International Inc. has launched a pilot program for contactless arrival kiosks at several select-service hotels, as well as the launch of a proof-of-concept for contactless grab-and-go marketplaces at two Fairfield by Marriott hotels. Both concepts build upon ongoing measures to boost traveler confidence while reinforcing the company’s Commitment to Clean initiative.

“We are excited to unveil innovative new technologies to support our guests as travel continues to return,” said Stephanie Linnartz, president of Marriott International. “The pandemic has accelerated the demand for contactless services and we continue to evolve to meet the changing needs of our guests. The new offerings are an added benefit to the personalized hospitality we are known for, and we look forward to enhancing our customer experience by blending contactless services with dedicated in-person interactions.”

More than ever, travelers are seeking to have more control over their trips. According to a recent report published by The Travel Technology Association, 65% of travelers say that accommodations will need to use the latest technologies to make them feel safe. In another report from Medallia Zingle, 87% of U.S. customers said they would like to see companies continue to offer options that limit in-person service. Additionally, social media posts including the phrase “self-service” increased by 170% year-over-year from 2019 to 2020, based on a social media analysis conducted on behalf of Marriott.

Contactless convenience
Smart, contactless arrival kiosks have made their pilot debut at the Moxy NYC Times Square, Courtyard New York Manhattan/Midtown East and TownePlace Suites Monroe (Louisiana), and will soon be available at Moxy Miami South Beach, to provide an expedited arrival experience and help give guests peace of mind once they enter the hotel. Upon arrival, guests who prefer low-contact interactions can skip the traditional check-in altogether and complete a three-step process at the kiosk to check-in for a single reservation, with room keys created on the spot.

The kiosks employ antimicrobial technology baked into the touchscreen glass, powered by UV light to kill bacteria and viruses. Before departure, guests can use the kiosks for contactless check-out and to view their folio, or enroll in the Marriott Bonvoy travel program at any time.

The rise of grab-and-go
The Fairfield Inn & Suites Frederick and Fairfield Inn & Suites Arundel Mills BWI Airport, both located in Maryland, have introduced wall-to-wall kiosks that offer a centralized marketplace where guests can select snacks, beverages, lite bites and sundries. The brand’s complimentary daily breakfast offering has been incorporated into the design during breakfast hours with a selection of hot breakfast sandwiches, yogurt, cereal and fruit every morning. Specialty coffee and expanded a-la-carte items will also be available for purchase at the kiosks with contact-free Bluetooth payment. The individually packaged items are replenished throughout the day. Guests can choose to eat in the lobby, in their own room or on the go.

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