Accor to help guests speed up check-in digitally

Accor is to roll out digital technology around the world that will allow guests to prepare for their check-in ahead of arrival, speeding up the process when they get to their hotel.

The service will be offered to all loyalty card or subscription card holders, as well as customers booking directly through Accor. They will be able to access it through the Accor website, brand websites, mobile applications or over the phone to the hotel.

According to the company, the technology will give customers a more personalised welcome and allow the hoteliers to be more available to greet guests and cater to their individual needs.

The system has already been deployed in 60 hotels and will be rolled out to 1,000 hotels, or close to 30% of its network, by the end of the year.

“Our ability to constantly integrate new technologies and improve the way we serve our guests and hotels is at the heart of our innovation strategy, to make Accor the most audacious and innovative hotel operator,” said Accor deputy chief executive officer, marketing, digital solutions, distribution and information systems Vivek Badrinath.

Accor definitely places digital technology at the service of its guests at every stage of their hotel experience - before, during and after their stay - adapting its hotel services to the new modes of consumption which are more mobile and connected.”
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Each Accor brand will adapt the technology to fit its service offering, depending on their segment, market positioning and establishments’ specificities.

According to Christine Pouletty, the project’s manager, the system has already been saving time in hotels. "The first feedback from hotels already equipped with the system is very encouraging since more than 90% of guests who used this service say they are willing to do so again,” she said.

“Queues are diminishing and hoteliers are more available for their guests. They can devote themselves completely to their passion, the job of host.”

How the system works:

- Two days before their hotel stay, guests are invited to prepare their check-in online if they have booked directly with Accor or if they are loyalty card or subscription card holders.

- On the arrival day, guests receive a welcome message by SMS, confirming that their room and key are ready and offering very useful practical information to simplify their trip (transport services to the hotel, car park access codes, etc).

- When guests arrive in the hotel, their key has been prepared and is handed over immediately without the usual administrative formalities. The hotelier is even more available to greet guests and cater for their requests.

- On the departure day, guests can leave rapidly. To check out, they simply have to hand in their key to indicate that their room has been vacated. The invoice is sent to them by email.