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Sandra Saad
Self Check-in Success Story at the SwissTech Hotel
As guest expectations evolve and digital solutions become increasingly essential, Swiss Tech Hotel in Lausanne has embraced innovation. By adopting ...
In the hospitality industry, first impressions are everything. The check-in process is often the first personal interaction your guests have with your hotel, setting the tone for their entire stay. But are you viewing the check-in experience through the eyes of your guests? If not, you might be missing out on a crucial opportunity to impress.
Are You Seeing the Check-in Experience Through Your Guests’ Eyes?
Is your check-in process putting guests first?
As a hotel manager or owner, it's easy to get caught up in the operational side of things. You're concerned about ensuring that rooms are ready on time, that staff are properly trained, and that everything runs smoothly behind the scenes. However, it’s essential to remember that your guests don’t see any of this. What they do see—and feel—is how they are treated the moment they step through your doors.
A smooth, welcoming check-in experience is the key to making your guests feel valued from the start. If the check-in process is cumbersome, with long lines or inefficient procedures, it can leave a negative impression that’s hard to shake. On the other hand, a seamless check-in experience can make guests feel like VIPs, setting a positive tone for their entire stay.
Transform Long Lines Into Happy Guests
Long waiting lines at the front desk are a common source of frustration for hotel guests. After a long journey, the last thing they want is to stand in a queue, filling out paperwork, waiting for a room assignment, or watching a receptionist intently focused on a screen, checking every detail without making eye contact. This experience can make even the most luxurious hotel feel unwelcoming.
Streamlining the check-in process is not just about reducing wait times; it’s about making your guests feel important and cared for. Implementing self-check-in kiosks or mobile check-in options can significantly cut down on wait times and prevent those impersonal interactions, allowing guests to start their stay on their terms. When guests feel in control and well-treated, they’re more likely to have a positive overall experience.
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What Do Your Guests Really Want During Check-in?
Hotel managers often believe that adding personal touches, such as a welcome drink or a personal greeting from the staff, will enhance the guest experience. While these gestures are undoubtedly appreciated, they shouldn’t come at the cost of efficiency.
Most guests prioritize speed and convenience during check-in. They want to get to their room quickly, freshen up, and begin enjoying their stay. Understanding this can help hotels strike the right balance between personal touches and efficient service.
👉 Learn more about your guest's expectations
How to Offer Speed and Personal Touch at Check-in?
So, how do you find the right balance between offering a personal welcome and ensuring fast service?
The answer lies in giving guests options. Some guests may prefer a quick, no-fuss check-in, while others may appreciate a more personalized approach. Learn more about the benefits of combining staff and self-service in hotels.
Providing self-check-in options alongside a traditional front desk lets guests choose the experience that suits them best. The Welcomer Dashboard is key, seamlessly integrating with your existing processes to ensure a smooth transition between traditional and self-service check-ins. For those who prefer a personal touch, your staff can still offer a warm welcome without delaying others. This approach allows you to deliver both speed and personalized service, boosting overall guest satisfaction.
First Impressions Matter: Fixing Long Check-in Lines
First impressions matter, especially in the hospitality industry. A long line at the front desk can quickly sour a guest’s perception of your hotel. However, by combining mobile check-in solutions with self-service kiosks, and enabling key pick-up in just a few seconds, you can ensure that every guest feels welcomed and valued from the moment they arrive.
Using data and guest feedback to continually refine your check-in process is essential. If guests consistently mention long waits or confusion during check-in, it’s time to take action. Whether it’s adding more staff during peak times or upgrading to a combination of mobile check-in and kiosk technology, these changes can lead to happier, more satisfied guests.
👉 Learn more how mobile check-in can change your guest experience
Are You Meeting Your Guests’ Check-in Expectations?
It’s easy to fall in love with the idea of a grand, personalized welcome for each guest, but the reality is that what guests need most is efficiency. A long, drawn-out check-in process, no matter how personalized, can leave guests feeling frustrated.
Hotels must conduct regular “reality checks” by putting themselves in their guests’ shoes. Try going through the check-in process as if you were a guest, and note where improvements can be made. This practice will help you identify gaps between what you believe is a great experience and what your guests truly value.
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Make your hotel check-in Fast and Friendly
The future of hotel check-ins is all about blending technology with a personal touch. By adopting self-check-in solutions, mobile check-in, and leveraging guest data, you can create an efficient, welcoming experience that makes every guest feel valued.
Seeing the check-in process through your guests' eyes is crucial for setting the tone of their stay. Prioritize efficiency, offer flexible options, and continuously refine your approach to boost guest satisfaction and your hotel's success.
For over 20 years, we've been leading the way in self-service solutions. Ready to make your smartest investment in 2024 or enhance your current setup? Contact us today to see how we can help you reach your goals.
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