Wearable computers speed up Hilton check-in

HONOLULU -- The concierges and customer service representatives at the 3,432-room Hilton Hawaiian Village on Waikiki Beach are being outfitted with wireless and wearable computers. Xybernaut Corporation has announced that Hilton Hotels and Resorts are selectively deploying a new technology that will bring check-in, check-out and other hotel services to where they're most convenient for the guest. 

The Hilton staff will use Xybernaut Mobile Assistant V wearable computers as the basis for a wireless/mobile check-in system, augmenting existing registration processes. This system is part of Hilton's announced goal to maximize guest loyalty and satisfaction through technology, by providing innovative options to how and where guest services are delivered. Plans are to expand the use of wearable computers to other properties as a new tool for Hilton in customer service and to equip team members with mobile technology to enhance the guest service experience.

Last fall, Hilton was presented with and tested the Xybernaut MA V to assess its functionality, ergonomics and return on investment at the Hilton San Francisco and the Hilton Hawaiian Village. Reported results of the trial demonstrated that providing access to critical data when and where team members most need it, without being tethered to a fixed workstation, enhances both customer service and other hotel operations.

Market scalability

Though Hilton is one of the largest hotel organizations to formally take advantage of Xybernaut mobile/wearable solutions, hospitality franchises of all sizes are looking for new ways to boost their value and build affinity with guests. "We believe our trial and successful deployment with Hilton will be replicable and scalable with other organizations throughout the travel, leisure and hospitality markets," said Edward G. Newman, Xybernaut CEO.

The system is being serviced by Datanamics, Inc. a Team Xybernaut VAR that concentrates on hospitality/travel/leisure markets. The system works by outfitting customer service representatives with a full PC-equivalent wearable computer configured with wireless network connectivity. The wearable computer is equipped with touch screen enabled flat panel display (FPD), body-worn printer, mobile credit card processing equipment, a room key encoder and direct integration with the property management system.

If a queue at the registration desk starts to form and all traditional workstations are staffed, additional front desk agents can walk out from behind the desk to assist customers in the lobby. Also by evaluating arrival and departure logistics, the hotel staff can bring our services to the customer, curbside at the porte-cochere, in elevator lobbies, convention/meeting facilities, or at the hotel's restaurant. 

Roving staff members

Hilton and Xybernaut say these roving staff members are able to build affinity among customers by: 1) speeding up the check-in process; 2) quickly reducing lines; 3) answering specific questions such as restaurant or entertainment recommendations; and 4) assisting guests in account review and check-out.

"The use of Xybernaut's MA V wearable computers by Hilton Hotels is another example of a mainstream industry realizing the applicability and ROI benefits of wearable computing," said JB Rauch, executive vice president of sales and marketing for Xybernaut.

Xybernaut Corporation is a leading provider of wearable/mobile computing hardware, software and services. Headquartered in Fairfax, Virginia, Xybernaut has offices and subsidiaries in Europe (Germany) and Asia (Japan).