In the future of hotels, the front desk may become an obsolete service. Technological innovations are changing the hospitality industry, and an evolving trend involves the extinction of the key-card entry method currently employed by most major hotel chains.

Instead of relying on a key card to access guest rooms, guests may soon be able to enter their rooms with a swipe and a touch on their smartphones. Not only can guests access rooms using phones, but they can also check-in, file complaints and ask questions to the hotel staff. Most hotel chains implementing these services require guests to become part of their loyalty programs to enjoy these mobile benefits. Gone are the days of the friendly concierge at the front desk. Instead, owning a smartphone means having direct access with a personal assistant when on the hotel’s property.

This past summer, Hilton celebrated one year of the keyless-entry technology and plans to expand the perk to worldwide properties. Major hotel chains, and also smaller boutique hotels, note this service will provide their guests with the ability to choose whether they want a conversation- and line-free check-in process or if they want to discuss their options and arrival with hotel personnel. The freedom of choice is the customer´s new advantage.