Hyatt Rethinks The Front Desk

摘要

At the busy Hyatt Regency O'Hare, guests can wait 10 minutes or more to check in.To ease that crunch, the hotel chain used technology to refine the role of its front desk staff at the Chicago hotel. Hyatt renamed its desk clerks "hosts" and untethered them from the desk, arming them with Apple iPads equipped with a Hyatt-designed, custom-built iOS app. It also gave them custom-built PCI-compliant credit card readers, RFID encoders to provide room keys, and bar code scanners for reading guest confirmation slips.