SPG Mobile Check-In/Check-Out Deployment Update
Mobile Check-In/Check-Out will be deployed to all SPG hotels in Canada in November, excluding Design Hotels, Vistana, and hotels with SPG Keyless (primarily W, Aloft, and Element brands). Hotels in the U.S. and 40 pilot hotels outside the U.S. went live during July.
As previously communicated, 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 SPG members to tell us what time they are arriving and select applicable preferences, such as Make a Green Choice. On the day of arrival, members receive a notification when their room is ready and their key packets should be ready upon arrival. On the date of departure, members can check-out using the SPG app. 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 Rewards 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. Guests using Mobile Check-In have a more positive arrival experience, with mobile arrivals demonstrating an overall 1.9-point increase in guestVoice arrival experience over non-mobile arrivals.
To meet guest expectations for an expedited check-in, the front desk should eliminate redundant credit card swipes for SPG members using Mobile Check-In, unless there is a legal requirement or the card does not allow for manual authorization (e.g., Union Pay credit card in China, etc.). 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.
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, will be $1.65 per room per month for SPG hotels, starting in January 2018. A one-time implementation cost of $2,000 to activate SPG Mobile Check-In/Check-Out will be charged in January 2018 to cover deployment activities, e-learning and launch support. Refer to the 2018 budget instructions for more information. Mobile Check-In/Check-Out is currently a brand standard for all Marriott Rewards hotels and will be extended to include SPG hotels 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 to 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, contact support.mobileguestservices@marriott.com or +1-240-632-6000. For general program and implementation questions, contact mobileservices@marriott.com.
