The Operations Podcast with Fexingo · 2026-07-28 · 8 min
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 gathering from value-adding steps can transform service operations. Whether you run a hotel or a clinic, the insight about 'speeding up a good experience, not a bad one' applies. This episode is part of Fexingo Business, a podcast network that stays ad-free thanks to listener support.
Other episodes covering the same guests and topics, from across The B2B Podcast Index.
How a Steel Plant Cut Unplanned Downtime by 70 Percent with Ops82 / 100
How a Hospital Cut Readmissions by 25 Percent with Operations86 / 100How a Container Port Cut Dwell Time by 40 Percent94 / 100How a Coffee Chain Cut Employee Turnover by 50 Percent90 / 100How a Data Center Cut Energy Use by 40 Percent91 / 100
