At the same time, Marriott has expanded a mobile check-in and checkout service first introduced last year, making it available in the brand’s nearly 500 hotels. These are the latest examples of how Marriott is leveraging mobile, which also includes making free Wi-Fi available in hotel lobbies and providing an application for meeting services. “There is an opportunity for customers if there are things that they would generally choose like additional towels that they can select and push through,” said Vikas Chawla, vice president of mobile and digital guest experience at Marriott International, Bethesda, MD. “But there are times when something doesn’t fit easily in a box and so it is a chance for customers to say they are other requests that I can’t easily explain and how do I communicate about them?,” he said. “It used to be, let me call downstairs, let me go find the concierge, but people want to do things on their mobile phone and that they want to do this when they are sitting someplace else, like when we check emails, in that spare time that we have. Get the full story at Mobile Commerce Daily