A self-check-in kiosk enables hotel guests to take control of their registration, saving time and allowing staff to focus on more critical tasks. These can include customer service issues and personalized recommendations.
It can also help to reduce mistakes incurred by front desk staff when manually entering information, as kiosk software is not prone to spelling errors.
1. Increased revenue
During the pandemic, when many people were reluctant to interact with hotel staff, hotels quickly adopted self-service technologies. These solutions were meant to limit physical interactions with guests while freeing up staff to provide unique and valuable customer service experiences.
With the return of normalcy, these contactless technologies are now a standard feature in many hotels and resorts. These systems allow guests to check in, tidy their rooms, and receive answers to questions with minimal interaction from your staff.
As a bonus, these systems make it easy for guests to pay for room and restaurant services. Plus, they eliminate the need for your hotel to encumber its front desk with credit card payments.
Innovative self-service technology also increases up-selling opportunities. Guests can upgrade their rooms, redeem special offers and purchase additional services with a simple tap on the screen. In addition, a guest engagement platform can automatically translate messages into 110 languages to remove the language barrier between your staff and guests. Using these tools can also help you analyze customer data to understand guests’ behaviors and preferences better.
2. Increased up-sell opportunities
As guests are more accustomed to self-service in other areas of their lives, they expect the same level of access and convenience from hotel experiences. Self-service hotels can generate many incremental revenue opportunities that traditional service methods cannot deliver.
Kiosk check-in solutions allow guests to upgrade their rooms, redeem special offers and purchase additional services like continental breakfast and room service conveniently, all at the time they choose. Because kiosks can access a wealth of guest data, they can also create personalized recommendations for future stays, an attractive feature for many travelers.
Kiosks can be placed in a lounge area close to reception or guestrooms. They usually have a sleek design and don’t take up much space, so they can be easily incorporated into the overall look and feel of the property without disrupting the décor.
3. Increased staff productivity
Self-service technology gives guests the independence they desire and helps hotels optimize operations, minimize staffing needs, and protect profit margins. Guests today expect to check in themselves, pay with mobile payments, and open their hotel rooms with keyless entry. In addition, they want to communicate with hotels using voice and texting solutions.
While many hotel staff may feel that adopting self-service kiosks will create a lack of personal interaction with their guests, nothing could be further from the truth. By automating routine tasks with self-service technology, hotels free up their employees to focus on the things that make a difference.
A recent study found that when comparing the pros and cons of kiosks for hotel check-in with people aged 33-44, respondents indicated that they preferred using kiosks because of benefits such as faster service, shorter lines, greater privacy, and more control. As a bonus, kiosks record customer data accurately, eliminating the potential for human error. It also helps to ensure that guests are not double charged for their stay.
4. Enhanced guest satisfaction
For many hotels, a key objective is ensuring every guest is satisfied. Achieving this requires a consistent and personalized experience across all areas of the hotel. It is crucial at check-in, where guests are first introduced to the hotel and can quickly form an opinion about whether or not the property will meet their expectations.
Often, errors with guest information can occur during the manual check-in process, such as misspelling names or misidentifying room types. However, self-service kiosks record customer data accurately and can minimize such mistakes during the check-in process. Staff can then focus on resolving any issues during the guest’s stay.
Using a guest engagement solution, you can provide your guests with additional services and amenities that will leave them with a lasting positive impression. These can range from pre-arrival upselling to personalizing the stay, such as providing adjoining rooms for a family traveling to a baseball tournament or offering complimentary babysitting services for honeymoons and anniversaries. Moreover, guest satisfaction can be continuously monitored through real-time digital messaging and by implementing a system that collects and analyzes feedback.
5. Enhanced operational efficiency
Human errors can be a significant problem. Reducing or eliminating manual processes and automating them can improve operational efficiency. Whether in hotel or restaurant settings, the ultimate goal is to provide excellent customer service efficiently and accurately.
For instance, a self-service check-in kiosk allows guests to enter their personal information and receive customized recommendations. It reduces staff workload and will enable them to focus on more valuable tasks, such as improving guest satisfaction. Additionally, using a self-service kiosk for keyless entry eliminates the need for your employees to deal with paper cash.
It not only helps increase productivity but also cuts down on the cost of labor. In addition, integrating a self-service kiosk with a mobile payment solution allows guests to make payments on the go. It is handy for hotels during the Covid-19 pandemic as it minimizes physical interactions with guests while ensuring their safety.