Prescott’s SpringHill Suites and Residence Inn offer customized check-in experience and “magical” access to customer service
By Margo Christensen, Vice President, Marketing & Public Relations, Ponderosa Hotel Management Services, LLC
There’s a saying that one size fits all. However, in the hotel business that can never be the case; hospitality professionals cater to the preferences of our guests. When you travel, you have your choice of brands from luxury to budget. You can choose the type of guest room that fits your needs (two double beds if you’re traveling with the family or one king-size bed for a couple, for example). If you thought there was only one way to check-in, think again. All of that is changing and the two Marriott-branded hotels in Prescott (SpringHill Suites and Residence Inn) are leading the way in deploying technology to give our guests more choice and control over their travel.
Our hotels participate in Marriott Bonvoy, Marriott International’s popular loyalty program, which offers members a sophisticated digital experience using Mobile Check-in, Mobile Key, and Mobile Chat. Marriott Bonvoy members arriving in Prescott can now check in on the Marriott Bonvoy app and can let the hotel know what time they will be arriving. The hotel can prioritize their arrivals according to arrival time and as soon as their room is ready, send the guest a notification that we are ready to welcome them. Once the Marriott Bonvoy member is checked in digitally, they receive their room number and Mobile Key on their mobile device, allowing them to go straight to their room, leveraging their phone to open the door. No need to even stop at the front desk! Both the SpringHill Suites and the Residence Inn by Marriott have fully completed their Mobile Key and Mobile Check-in technology.
Both hotels also began using the Mobile Chat feature on the Marriott Bonvoy app in 2019. Need extra towels, forgot your toothpaste, or want restaurant recommendations? Just go to the Marriott Bonvoy app and submit your request and the items will magically appear at your door or you’ll have your question answered.
“Mobile Check-in and Mobile Chat have made impressive changes to our operations,” said Alondra Flores, SpringHill Suites General Manager. “We can now be more prepared and have the tools and knowledge to give our guests an elevated experience. It has allowed us to focus on the guests who want one-on-one interaction while giving the other guests options to communicate at their comfort level.”
While we don’t think hotel front desks will vanish in the future, we do want our guests’ customer service experience to be on their terms, whether it be digital or in person. With the busy holiday season coming soon, we are looking forward to greeting visitors in a new way when they choose to stay at either of the two Prescott Marriott Hotels, SpringHill Suites (in historic downtown) or Residence Inn (near the Trader Joe’s Marketplace). Happy Travels!
For more information about the Prescott Marriott Hotels or to make a reservation, go to www.marriott.com and search Prescott Arizona. We are looking forward to serving you again!