Guoman and Thistle Hotels, now part of the glh hotels brand, is one of the few hotel groups to offer the service which has been rolled out across the majority of its portfolio to create a seamless check-in experience and save guests time when they arrive – ideal for business travellers and groups on a tight schedule. The service is being rolled out UK-wide, across the Guoman and Thistle estate.
The new service uses state-of-the-art Apple Passbook and Google Now technology for guests with i-phone or Android devices allowing them to simply pick up their room key on arrival – eliminating waits at the check-in desk and creating a more personal service. The technology automatically pops up on the user’s smartphone screen when they come into the vicinity of their chosen hotel, allowing staff to quickly and easily locate the guest booking information.
Mithu Sengupta, ecommerce and distribution director for Guoman and Thistle Hotels, says: “We conducted an audit of the guest experience at all of our UK properties and have really listened to what our customers said. As a company, the quality of service we offer our guests is of huge importance to us and we are constantly looking for new and innovative ways to enhance our offering even further.”
“The benefits to the new service are already becoming apparent in our customer feedback, not least because it is saving guests’ time and provides a more efficient service. The system is able to save booking information and special requests so that the hotel staff can prepare effectively for arrival allowing them to provide a warm and welcoming personal service with greater attention to detail.”
Guoman and Thistle Hotels is working closely with web development agency, MediaConcepts, to further develop the technology to allow guests to use a QR confirmation on the Passbook system to pick up their room key on arrival.
John Bowen, managing director of MediaConcepts, who worked with Guoman and Thistle Hotels to implement the Passbook technology as part of the online check in service, explains:
“When we started working on this project, no other hotel business was using a tailored express check-in service with Passbook or Google Now. This presented a great opportunity for us to develop an exciting new technological solution to improve an existing industry challenge.”
Business and leisure travellers staying at any of the Group’s properties can also take advantage of free, superfast BT wifi, available in all bedrooms and public areas.