AC Hotels by Marriott Adds Kallpod Technology to Brand Standards

In June of 2016, AC Hotel by Marriot opened its eighth location in Tempe, Arizona, the first in the 80-unit chain to open on the West Coast. An immediate hit among both leisure and business travelers, AC Hotel by Marriott offers contemporary and European-inspired design layered with technology and advanced customer service. But what really caught the attention of hotel guests was the three-button custom communication device that sat atop bar and lounge tables that allowed them to completely control their dining experience – Kallpod.

Kallpod’s inconspicuous three-button device allows customers to request their server through the push of a button, whether it is to get their attention for advice on a menu item, order another round or get the check. Kallpod allows for each customer to get attention from a server on their own terms and create their own personal dream dining experience.

“After 30 years in the hotel industry, I’ve never seen anything quite like Kallpod, which creates better, more streamlined customer service throughout the property,” said Patti Hunt, General Manager at AC Hotel by Marriott in Tempe. “It allows for a focused, intentional service model, so we aren’t bugging the customer as they are trying to enjoy a book or conversation, but we will be right at their table the minute they need us.”

Kallpod technology adoption

The relationship between Kallpod and AC Hotel by Marriott was developed years before AC Tempe opened its doors. In 2014, when AC Hotel by Marriott introduced its first North American hotel in New Orleans, the Kallpod technology was piloted at the location. Following immediate success, Kallpod became part of the brand standard of the hotel chain and now plays a pivotal role in improving service in more than 50 hotels across the country.

“We love the Kallpod product and are using it passionately at our AC brand,” said Toni Stoeckl, Global Brand Leader – Lifestyle Brands at Marriott International.

“The traveling customer is becoming more tech savvy,” said Hunt. “Plus, they’re busy, so they don’t want to be bothered unless they are looking for something specific from their server. Kallpod allows the customer to be in control of their entire experience without removing the human interaction that’s essential in the hospitality industry.”

At the AC Tempe hotel, Hunt noted that the Kallpod device has been used in locations beyond the restaurant and lounge areas. In fact, the hotel staff has been implementing the three-button device in places like the front desk so the attendant can alert a manager when needed; the conference rooms so the hotel staff can provide quick-service requests during presentations or meetings; and the sixth-floor rooftop pool to service guests without requiring a full staff to patrol the area.

“In the off-hours if a guest is in the lounge area and requests service, we can alert someone through the Kallpod device instead of permanently staffing the area,” said Hunt. “It has allowed us to be more efficient in staffing our employees and ensure that each employee is where they need to be at any given time.”

Instead of trying to remove human interaction completely and creating a fully technology-focused environment, Kallpod’s goal is to elevate the service offering for each individual customer.

“In a hotel environment where travelers are meeting with colleagues, spending time with their families or even enjoying alone time, the opportunity to control the entire experience is unlike anything else,” said Kallpod CEO Gabriel Weisz. “Each guest can craft whatever type of service model they desire. We’ve been able to apply our technology into the hotel space seamlessly, which helps control labor costs in addition to the upgraded service benefit.”

Since initially opening its doors less than five years ago, AC Hotels by Marriott has been given the title of “A Marriott for Millennials.” In this short amount of time, the hotel chain has also opened 50 locations across the country and has another 30 hotels in development this year. In partnership with Kallpod, the tech-savvy hotel is growing at a rapid pace and becoming the go-to destination for business and leisure travelers alike.