WELCOME TO SPG MOBILE CHECK-IN & CHECK-OUT

© 2017 Marriott International. All Right Reserved. CONFIDENTIAL & PROPRIETARY. May not be reproduced or distributed without written permission of Marriott
DIFFERENTIATED TRAVEL
EXPERIENCE WITH MOBILE GUEST
SERVICES
 Modern convenience for mobile lifestyle

 Members engage on their terms

 More information sooner to prepare and

personalize the stay

 Less transactional, more memorable interactions

 Drive loyalty
LEARNING OBJECTIVES

1 Recognize how Mobile Check-In and Check-Out provides a

differentiated experience for our members.

2
Explain how members interact during the Mobile Check-In
and Check-Out experience and the tools you use to manage
their interactions at the hotel.

3 Apply the steps to process every Mobile Check-In and Check-Out request
correctly through the Control Panel and your PMS.
OVERVIEW
 DAY PRIOR TO ARRIVAL

Member makes a reservation At 3pm, hotel time, day prior to arrival, member
through one of our direct receives a check-in notification through the
booking channels and stays mobile device. If they participate, key stay
connected through an iPhone details are submitted (where applicable) with
or Android mobile device with the Mobile Check-In request:
the latest SPG app. Push • Requested Arrival and Departure Times
notifications must be enabled. • Elite Welcome Gift Information
• Make a Green Choice (MAGC) Participation
• Email Folio Selection

Hotel receives the Mobile Check-In request through the

Control Panel. As part of pre-arrival planning, hotel must:
• Manually enter key stay details and assign a
room in the Property Management System (PMS)
• Process Check-in Request and Late Check-Out Request
through the Control Panel
DAY OF ARRIVAL

When the member arrives, hotel delivers a

differentiated experience:
• Recognize member’s use of Mobile Check-In
• Thank member for continued loyalty
• Confirm preferences and other requests
• Provide prepared keys and key packet

Once the room is ready, hotel must:

• Pre-key reservation in PMS
• Manually send Room Ready
Notification through the Control Panel
DAY OF DEPARTURE

At 8am, member receives a

check-out notification through
the mobile device. Member
submits their request when
they have departed the room.

Hotel receives the Mobile Check-Out request through

the Control Panel. This means the member has
departed so hotel must:
• Complete the check-out in the PMS
• Process eFolio
• Process Check-Out Request in the Control Panel
 See your manager for the
Control Panel URL

PMS
 CHECK-IN TAB

1 4 5
7 8
6
10

2
3 9

1. Process Check-In 6. Member Level with Elite Welcome Gift indicator

2. Select a Reservation 7. Arrival & Departure Times
3. Confirmation & MAGC 8. Filter & Search
4. Send Room Ready Notification 9. Actions to Complete
5. Late Check-Out Request 10. Email
 CHECK-OUT TAB

2 3 4

1. Process Check-Out 3. Check-Out Time 5. Administration

2. Departure Date 4. Check-Out Processed
IMPORTANT POINTS TO REMEMBER

1 Proactively monitor the Control Panel

2
Mobile Check-Ins should be treated like guests
who called to confirm

3 Communicate with housekeeping

CHECK-IN
 Member receives a push
notification at 3pm the
day prior to arrival
 Member can choose to
complete the mobile
check-in form and share
important details to help
prepare for their arrival
1. Manually Update Stay Details
• Arrival & Departure Times
• Elite Welcome Amenity as
Bonus Starpoints
• MAGC participation
• Confirm email & check “Email
Folio to”

2. Add Special Service Code

• X2 – Mobile Check In Request
• L3 – Confirmed Late Check Out
Request

3. Assign a room based on

preferences and member level
Demonstration of How to Process a Mobile Check-In Request in the Control Panel
Demonstration of How to Process a Late Check-Out Request in the Control Panel
 DAY OF ARRIVAL

 Coordinate with
housekeeping to
prioritize the room

 Monitor your PMS for the PMS

room status and, when it
is ready, pre-key the
reservation and prepare
the key packet
PREPARE KEY PACKET
Demonstration of How to Send the Room Ready Notification in the Control Panel
MEMBER RECEIVES PUSH NOTIFICATION
Member is advised their room is ready and to stop by the Front Desk.
DELIVER A DIFFERENTIATED ARRIVAL EXPERIENCE

1 Recognize the member’s use of mobile check-in

2 Thank the member for their continued loyalty

3 Confirm preferences and other requests

4 No physical credit card swipe needed

5 Give the prepared keys and key packet

IMPORTANT POINTS TO REMEMBER

DAY PRIOR TO ARRIVAL DAY OF ARRIVAL

 Manually update stay details

 Add X2 code for Mobile Check-
In Request
PMS  Add L3 code for confirmed
Late Check-Out Request
 Assign room
CONTROL  Process Check-In Request
 Process Late Check-Out Request
PANEL
 Check room status
PMS  When ready, pre-key and
prepare key packet
CONTROL 
Send Room Ready Notification
PANEL
 Recognize use of
mobile check-in
 Thank the member for
their loyalty
 Confirm preferences
and other requests
 Provide prepared keys
and key packet
CHECK-OUT
1. Add Special Service Code
• X3 – Mobile Check Out Request

2. Follow through on MAGC

·.
3. Ensure ‘Email Folio to’ is
selected .
4. Complete check-out
·.
Demonstration of How to Process a Mobile Check-Out Request in the Control Panel
IMPORTANT POINTS TO REMEMBER

Mobile Check-Out provides convenience for

1
the member and benefits our
operations

2
Proactively monitor the Control Panel for
Mobile Check-Out requests

3 Process the mobile check-out in the PMS

and Control Panel in a timely
manner
THANK YOU STARWOOD MOBILE CHECK-IN & CHECK-OUT

© 2017 Marriott International. All Right Reserved. CONFIDENTIAL & PROPRIETARY. May not be reproduced or distributed without written permission of Marriott