Very interesting article in Bizjournal (link below) spectulating that the days of the traditional hotel front desk are numbered.
Instead, they apectulate it has been, or will be replaced by:
What do you think will happen?
Or what do you prefer?
Very interesting indeed! I'd prefer the in-room check-in or the pedestals with customer service agents. At least with the in-room check-in, if you don't like your room, something can be done about it immediately. The roving "hosts" would be too cumbersome in my opinion, as experience has proven at Apple, it can be difficult to get to a "host," much less have some sort of organized order when its busy! As for the automated check-in... no thanks! Hard enough to get an upgrade as is, will be impossible to get one with that method! Plus, Marriott is built on excellent customer service. I've had employees turn a make my stays even more memorable just because of the things they pick up during a normal conversation you might have with them during check-in or checkout.
Perhaps the hotel industry will follow the rental Car industry---like Hertz. As a GOLD Points memebr, I see my name on the screen and go to that parking spot number, and i drive off! Never having come in contact with a CS person. With the hotels, perhaps when we make a reservation, we show up at the lobby, see our name and room number and head straight to our assigned room?