Check In @ DoubleTree Suites by Hilton Bangalore

Mr. Subhabrata Roy- General Manager, DoubleTree Suites by Hilton Bangalore

What metrics do you track for Check-Ins today? Is time still a factor?

A guest’s smooth arrival check-in at the hotel is a significant part of their customer service journey. This is their first impression of the property after all! At DoubleTree Suites by Hilton Bangalore, we do our best to make our guests feel recognised, attended to, and most importantly welcomed even before they arrive at the hotel.

The check-in process has a long history and to get the process right, our routine metrics tracking includes length of stay, purpose of visit, and arrival time along with category of room booked. Through OnQ PMS, we store comprehensive information of every guest which helps pull up data at the time of check-in to reference the choices they made during their last stay. This not helps in shaping guest experience but also improves the overall efficiency of the front desk management process.

Besides ensuring a warm welcome to guests at arrival, ‘time’ undoubtedly plays an important factor especially during these unprecedented times. When we know the check-in time of the guest, we avoid accessing their room 48 hours prior to their arrival. In fact, we add an extra measure of assurance by placing a room seal on doors to indicate that their room has not been accessed since being thoroughly cleaned.

With all the new tech, will we even have something like a physical Check-In?

The pandemic has significantly transformed the way most businesses operate, and hotels are no exception. We have introduced several contactless touch points in such a short span of time. Hotel check-in has changed, in many ways, for good. However, hospitality industry in general is a very high-touch and personalised business that it is extremely challenging to completely do away with physical check-in.

With digital keys coming into picture, contactless check-in was introduced to minimize contact with staff but now with less face time, this could also lead to frustration among guests during complex issues or complaints. Moreover, not all age groups / profiles are comfortable with digitization of hotel check-in. Those who have no idea about this technology will require assistance and may find it difficult if the mobile app is not working properly. There is nothing that compares to a personalised touch (Meet & Greet) or a warm welcome over online check-in services.

What is so special about your Check-In?

DoubleTree Suites by Hilton Bangalore has been powerfully associated with a signature, warm chocolate chip cookie to every guest at the time of check-in. Baked fresh daily, we are proud to greet our guests with something as sweet as a cookie at the time of arrival. However, if you ask me, this sweet indulgence means so much more. It represents our continuous dedication to our guests and thoughtful touches to ensure they feel special and cared for throughout their stay. The two-ounce cookie has an average of 20 chocolate chips each that are served warm from the oven.

While most of the guests wait to enjoy the treat in the comfort of their room, the fact is they end up indulging even before they hit the elevator.

Do we even need a special check-in or VIP check-in?

Even though all guests receive great service in my hotel, for some we need to utilize extra resources to meet their needs and expectations. It is a give and take kind of a relationship. Our VIP guests usually have a long history of staying with us through our Hilton Honors loyalty program.

Staying in touch with our special guests throughout their stay, greeting them personally and offering room upgrades, guaranteeing discounted rates or allowing remote check-in are some of the many ways we make them feel distinct and acknowledged. The team also makes note of any special occasion they may be celebrating and customizes amenities accordingly. It is our way of thanking our elite members for their loyalty and continued relationship with the brand.