Early last year, Marriott International, Inc. introduced various smart kiosks at several Marriott venues to eliminate the need for in-person interactions. These grab-and-go kiosks have everything from snacks, beverages, and sundries to piping hot coffee, fresh sandwiches, sweet indulgences, yogurt, cereal, and fruit. Other Marriott smart kiosks provide keys to your hotel rooms and help you map out your itinerary. Don’t have cash or credit for your purchases? Don’t worry. Marriott kiosks also accept contactless Bluetooth connection for mobile pay. According to Chard the Tech Guy “These contactless kiosks are the wave of the future.”
Use case: Marriott International Hotel, Hangzhou, China
Visitors to China use Marriott’s smart kiosks to check in for reservations and pick up their room keys. The machines are powered by facial-recognition technology and work in tandem with Marriott Bonvoy apps, where guests have previously paid for rooms. Before departure, guests use those same machines for contactless check-out. The whole process displaces traditional long lines with less than a minute.
Smart Kiosk Technology
Smart kiosks are everywhere. They serve hot pies and pizza in Ottawa, Canada and jars of fresh salad in six U.S. states. They’re also used in the education sector buying school meals, printing class schedules, renting or purchasing books, registering for classes, and checking exam grades. In healthcare institutions, post-offices, (or other organizations across industries), these kiosks are used to schedule appointments. Airports use passport kiosks to slash average wait time by half, according to Global Gateway Alliance. In retail, these kiosks provide consumers with brand information, directions, self-checkout, and price lookup, leading to shorter lines, boosted revenue, lower labor costs, and increased customer satisfaction.
Naturally, smart kiosks have their issues too. They break down, stall, and sometimes return inaccurate responses. Mostly, though, they’re controversial because they displace certain human jobs. In 2018, employees at Marriott International went on strike across the U.S. to demand a say in decisions related to the adoption of new technologies. For kiosks to maximally benefit Marriott International, the hotel will have to successfully integrate its workers with its robots.
Marriott International uses Google Cloud to create experiential memories for its customers across 19 brands in 81 countries. Objectives include monitoring news and popular events; real-time analytics on Marriott’s hotel bookings worldwide and where they’re coming from; a calendar of cultural events; and YouTube, Twitter, Facebook, and Instagram feeds.
Have you ever used a smart kiosk? Can you think of any other Google Cloud retail or travel industry use cases? Reply below or write a post to our community to let us know.