What 5 Hotel Front Desk Employees Would Change About Check-In
Skift Take
Although CEOs might be the ones calling the shots on fees and check-in procedure, front desk employees have the most face time with guests and can quickly tell what's working and what's not.
Following up on Skift's interview series, The Future of the Guest Experience, with the CEOs of global hotel groups, we went to the front lines of the hospitality workforce and asked front desk employees at five popular New York City hotels what they would change about the check-in experience.
Below we share their thoughts on mobile check-in, customer behavior, technology and fees:
Using tech to improve the guest experience:
"Whenever they need a referral for a restaurant or nail salon, you have to use Yelp to look for something nice for them. If they can't speak our language, my bellman has Google Translate so they use that to communicate with them." — Philip from Courtyard New York Manhattan/Chelsea
On mobile check-in:
"It's a lot simpler. We have plenty of time to build relationships with guests, not just at check-in. Guests talk to us all the time." — Philip from Courtyard New York Manhattan/Chelsea
"As you can tell, [Eventi] is not too technologically advanced. It's very chic but it has a vintage look as well. If you added all that technology, i
