I checked-in to my hotel room from the plane – such a great self-service option

One of the things I help my clients do is find innovative and relevant ways to improve the customer experience through self-service options. I always notice when a company delivers a great self-service option that customers find appealing. Last week during a business trip to San Francisco, I experienced a top-notch self-service option that I just have to share with you.

When I checked emails on my iPhone during my layover in Phoenix, I saw an email from Hyatt inviting me to check-in to my room via the web. All I had to do was click  “Web Check-In” and type in a few details. The web check-in page told me that I’d get an email when my room was ready. By the time I touched down in San Francisco, I had an email with my check-in confirmation and room number. Upon arrival, all I had to do was hold my smartphone up to the kiosk and scan my barcode and I was all set to go up to my room….and relax before my big keynote.


This email was such a welcome message in my inbox. I got my room number, directions to my room and easy barcode scan instructions.


The Hyatt web check-in was super convenient, quick and easy. For a busy business traveler like me, this convenience was very refreshing and welcome. Not only is this great for customers, but it makes things easier for Hyatt by minimizing lines and manpower at the front desk.

Consider one busy and potentially frustrating part of your customer experience and brainstorm ways you might introduce a relevant self-service option. Self-service options aren’t always the best solutions, but I always encourage my clients to brainstorm and explore. You never know when you’ll hit a goldmine. Think ATMS, airport kiosks, tollbooth passes….