News

Embassy Suites Hotels to add multi-purpose kiosks

March 16, 2005

MEMPHIS, Tenn. - Embassy Suites Hotels announced plans to install self-service, multi-purpose EmbassyDirect Registration Kiosks at all of its hotels. The automated technology will appear in 75 percent of its hotels by year-end 2005, and in 100 percent of its hotels by June 30, 2006, according to a news release.

With this announcement, Embassy Suites Hotels will become the first hotel brand to feature the automated technology, pioneered by Hilton's IT division and IBM, in 100 percent of its 175 properties. IBM is providing kiosk hardware, the operating platform, systems management tools and project management support.

"This is a big step not only for the Embassy Suites Hotels brand, but also for the hotel industry," said David Greydanus, senior vice president, brand management, Embassy Suites Hotels. "By placing the EmbassyDirect Registration Kiosks in all of our hotels, we can offer our guests more choices, convenience and control when it comes to their hotel stay. And, for guests who prefer interaction with the front desk, team members will be more empowered to deliver the ultimate service experience for which the Embassy Suites brand is renowned."

The kiosks are designed as a convenience for guests when checking in and checking out. The EmbassyDirect Registration Kiosks were first introduced to Embassy Suites Hotels in October 2004 and the kiosks are currently featured at six Embassy Suites hotels.

Currently, 10 percent to 12 percent of guests on average are using the technology within the hotels that offer the service. Based on customer satisfaction research conducted by Embassy Suites Hotels, more than 90 percent of guests replied they would "definitely use the kiosk again."

Service applications for the kiosks include room check-in (ability to select the room, disbursement of room keys and printing of registration information), check-out (printing of folio and modifications to method of payment), personalized messaging to guests, and coupons for hotel services such as high-speed Internet access.