Have you checked into a Westin Hotel lately? If you have then you may have noticed something a bit different in the lobby—gone are the traditional massive check-in counters. Out with the old and in with the new… check-in pods.
What’s a pod? Hotels define them as smaller work areas that take less space and let employees provide more personable service. Basically, they look like circular stands equipped with state-of-the-art-razor-thin computer monitors. With cash transactions becoming almost obsolete hotels have designed these pods—or open desks–because security is no longer the concern it once was. Each pods is individually manned and comes with a computer, printer, a room key programmer, and not much else.
Besides Westin hotels, many Embassy Suites, and Hyatt properties feature pods. Wyndham, which recently hired designer Michael Graves to re-do its hotels, will introduce them in late 2007.
I encountered one while on a trip last week and I will say this–the sleek new design didn’t cut down on check-in time (critical to someone who is balancing two bags and a toddler). Also, it didn’t improve on employee friendliness (the person checking me in seemed more interested in taking a nap).
Regardless, industry analysts say you can expect to see more pods in the coming months. (Whenever I see them I feel like shouting: “the pods are coming, the pods are coming.”) So why are they becoming more popular? Experts say travelers in their 20s or 30s are “accustomed to more informal interactions in commercial activities.” One analyst recently made the comment: “The (old) check-in counters were often elevated. Hotels are now trying to remove that ‘You’re-in-court-and-there’s-the-judge’ type of feel.”
The other reason an increasing amount of hotels are replacing the large check-in counters with the new pods is simply because it increases employee productivity. Which makes sense; after all, if an employee is no longer stationed at one part of the lobby, he or she can multitask.
For example at Hyatt Hotels, which feature pods, employees are expected to provide concierge services, such as providing directions and restaurant recommendations, in addition to checking in guests.
Have you checked-in at a hotel with pods? Did you get through line quicker?
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