SPG Mobile Check-In/Check-Out
SPG Mobile Check-in/Check-Out is another step on the journey to modernize and personalize the guest experience for members across both loyalty programs, enabling guests to tell us what time they are arriving and select applicable preferences, such as Make a Green Choice. On the day of arrival, guests receive a notification when their room is ready and their key packets should be ready upon arrival. On the date of departure, guests can check out using the SPG app and choose to receive a copy of their folio via email. By gathering check-in details in advance, associates can focus less on the transactional elements of the check-in experience and more on elevating the guest experience.
Available at Marriott-branded hotels around the world since 2013, Mobile Check-In/Check-Out is a members-only benefit which supports Marriott’s Book Direct strategy and provides an expedited check-in experience. Mobile Check-In continues to contribute to an overall 2.1-point increase in GSS arrival experience over non-mobile arrivals.
To meet guest expectations for an expedited check-in, the front desk will eliminate redundant credit card swipes for rewards members (unless required by law). Instead, the Front Desk is to confirm the last 4 digits of the card on file, and only swipe if the guest wants to provide a different form of payment or if the card is declined.
Mobile Check-In/Check-Out will be deployed to all former Starwood-branded properties later this year, excluding Design Hotels, hotels with SPG Keyless, and Vistana. There will be no incremental costs to properties in 2017 for this program. The Mobile Guest Services property fee, which includes Mobile Check-In/Check-Out and will include additional features in the future, is expected to be between $1.65 and $1.80 per room per month, starting in January 2018. Specific costs will be communicated in the 2018 budget instructions in August. Mobile Check-In/Check-Out is currently a brand standard for all Marriott-branded properties and will be extended to include former Starwood brands upon launch of the program.
Note: All associates who perform check-in or check-out activities must have a Marriott EID to take the required eLearning training in myLearning and process Mobile Check-In/Check-Outs using the Control Panel system.
For more information, visit the SPG Mobile Check-In/Check-Out Platform page.
For functional and technical support, please contact support.mobileguestservices@marriott.com or +1-240-632-6000. For general program and implementation questions, please contact mobileservices@marriott.com.
