Latest / The Operations Podcast with Fexingo: Process, People, and Profit in Modern Business
How Marriott Cut Check-In Time by 50 Percent
In this episode of The Operations Podcast, Lucas and Luna break down how Marriott slashed hotel check-in time from over four minutes to just two across its U.S. properties—without forcing everyone onto mobile. Instead, the chain introduced a tiered front-desk system using greeters with tablets, cross-trained staff, and $3,000 lobby podiums. The result: a 50 percent reduction in wait time, a six-month payback on investment, and a 40 percent jump in guest compliments. The conversation explores the trade-offs between technology and human touch, and why lean principles like separating information…
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