InterContinental New York Barclay had a challenge, explains Hervé Houdré, general manager and vice president of the 1926-vintage hotel, now revitalized since its US$175 million complete interior renovation.
As of May 1, 2017, the 685-room hotel has been part of the Virtuoso network of worldwide travel advisers. Those advisers are used to, and expect, their clients to have preferential check-in facilities and special privileges during their visit.
The challenge was two-fold. All arrivals had to check in, sometimes after a wait, at stand-up, free-standing pods in the lobby. And when they were being processed, sometimes the Virtuoso affiliation fell through the net and was not recognized.
The solution was to take some of the space in the separate conciergerie area that is a feature of top InterContinental hotels worldwide. A standing sign in the main lobby directs Virtuoso guests to this area, and roving guest relations ambassadors are there to help. At the dedicated Virtuoso check-in desk, arrivals can sit for leisurely processing or remain standing up if they are in a hurry. Across all Virtuoso guests, average time for check-in is five minutes per guest, versus 3.5 minutes for the stand-up pods in the main lobby.
Cost of this solution was minimal. A desk and chairs, plus computer, were redeployed and a sign was made. Return on investment was immediate. “Many of our Virtuoso guests comment on the convenience and location of what they consider their exclusive check-in and they feel immediate rapport with the concierges, who are seated at desks a few yards away. The facility also enables guest relations, and managers, to show the way to the Club lounge, the other side of our lobby. I am delighted with this additional personalized service,” Houdré said.