Michael Zetterlund
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 ...
67% of hotel owners plan to invest in self-service in the next 1-2 years, as per a recent Skift report. We obviously agree with their strategy and created a list of 20 good reasons why we believe it's a smart investment. However, it's essential also to consider a few factors that might make self-service investment less suitable for your hotel.
20 best reasons why you should invest in hotel Self-service
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Keep your front desk open 24/7
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Increase your revenue by selling walk-in reservations.
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Increase staff satisfaction by making the job more dynamic and promoting meaningful guest interaction.
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Mitigate staffing issues - reduced need for staff.
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Increase guest satisfaction by providing an expected service, giving guests a choice.
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Reduced queuing by allowing more simultaneous check-ins 24/7 - with no additional staff at peak hours.
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Get additional revenue by upselling packages and products during check-in.
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Reduce guest time in the lobby (and the logistical problems this gives) by providing online check-in.
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Increase security by capturing all relevant guest information and scanning ID/passport.
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Restrict access to hotel reception at night with an outdoor kiosk.
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Simplify staff scheduling by using self-service as a "backup" colleague.
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Enhanced guest interaction by using staff as "Welcomer" in combination with kiosk.
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Improve the digital guest journey with end-to-end automation.
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Deliver on guest expectation - self-service is not a secondary option; it is often an expected service.
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Awe your guests by providing the unexpected.
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Take the stress out of check-in - do it on your own, at your own pace and convenience.
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Remove the language barrier.
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Conversion - Ensure all of your OTA reservations are booked directly the next time they visit.
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Optimize the use of space - redesign your reception.
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Offer a true digital guest journey - even with mechanical keys.
1 - Keep your front desk open 24/7
Investing in a check-in kiosk built for the outdoor environment will allow your hotel to “close for the night” and enable significant cost-saving by reduced working hours. Our Duo 1800 range of outdoor kiosks will allow late arrivals to check in and get their key in a few simple steps – even when the hotel is “closed.”
2 - Increase your revenue by selling Walk In reservations
Selling your last remaining rooms is an easy way to increase your revenue. We call this feature “Walk In”, and it is handled 100% automatically using your integrated PMS kiosk solutions. No staff is required!
3 - Increase staff satisfaction by making the job more dynamic and promoting meaningful guest interaction
A personal welcome is the perfect way to make your guests feel appreciated! Letting these guests wait in line and go through a sometimes overly complex check-in is not the same as a personal welcome – it is a traditional hotel check-in.
A well-made self-service implementation will free up your staff and let them interact with guests more meaningfully. Mobile and kiosk check-in will change the whole process and make it more efficient, but even personal and memorable.
Read more about whether 'digital check-in' is the next frontier
4 - Mitigate staffing issues - reduced need for staff
Most hotels struggle with a few peak hours in the morning and late afternoon. It is costly and sometimes complicated to bring in enough staff to avoid long waiting times during these periods.
Adding self-service options will mitigate intermittent staff shortages and decrease queueing problems – with no extra team required.
5 - Increase guest satisfaction by providing an expected service, giving guests a choice
Hotels have always been pioneers in introducing new amazing services. Running water, free soap, and bathtubs in 1829, elevators in 1857, in-room TV in 1947, pay-to-view movies in 1971, and free WIFI in 2003. Most of these are now a guest expectation rather than an optional extra.
Mobile or kiosk check-in is now an appreciated service and guest expectation offered by Ariane since 2003.
Learn more about the benefits of mixing staff and Self-service in hotels
6 - Reduced queuing by allowing more simultaneous check-ins 24/7 - with no additional staff at peak hours
Self-service check-in is a force-multiplier making it possible to assist multiple guests simultaneously. Greet and guide them towards the self-service option, assist if required. The rest is taken care of by guests themselves whilst staff can greet the next person to arrive!
7 - Get additional revenue by upselling packages and products during check-in
Create attractive upsell offers and let guests enhance their stay during online or kiosk check-in. It is an easy way to create additional revenue from all types of reservations with no additional overhead to service providers or OTAs.
8 - Reduce guest time in the lobby (and the logistical problems this gives) by providing online check-in
You can offer mobile check-in and let your guests check in one or two days before arrival. This will significantly improve your arrival logistics. Pre-checked-in guests will be automatically alerted once their room is ready and can pick up their key in a matter of seconds before heading straight to the room.
9 - Increase security by capturing all relevant guest information and scanning ID/passport
Ensure legal compliance by capturing all relevant and required guest information in dynamic registration cards. Enhance your security by adding ID and passport scan or manual verification using our Welcomer Dashboard with ID Verify.
Learn more about ID Verify
10 - Restrict access to hotel reception at night with an outdoor kiosk
You can restrict access to your hotel and use an outdoor kiosk to complete check-in for late arrivals. Our outdoor kiosks can not only provide keycards for your room we can also grant access to your electronic door entrance lock. Arriving guests must complete their check-in, scan ID (if required), and pay before access is given.
11 - Simplify staff scheduling by using self-service as a "backup" colleague
Staff scheduling is often a difficult task, and it is challenging to precisely predict occupancy ahead of time. Using mobile and kiosk check-in will help smoothen out unexpected “bumps” in occupancy. Always available, always at your service to help!
12 - Enhanced guest interaction by using staff as "Welcomer" in combination with kiosk
Traditional and self-service check-in doesn’t have to be an “either-or” decision. Why not combine the two and get something even better?
Repurposing staff as Welcomers gives you the perfect combination. The job becomes more interesting, you gain increased flexibility, the self-service options will virtually multiply your total capacity, and staff can focus more on meaningful guest interactions and have time to go the extra mile when needed.
13 - Improve the digital guest journey with end-to-end automation
Most guest journeys start with an online hotel reservation. Why not make it a complete “digital” guest journey and include services like mobile check-in, kiosk key pickup or a mobile key, and self-service check-out? All systems can be closely integrated and 100% automatic – no staff intervention is required!
Smooth, efficient, and appreciated by guests and staff!
14 - Deliver on guest expectation - self-service is not a secondary option; it is often an expected service.
Providing an efficient arrival and departure process is expected by your most frequent travelers. They are often in a hurry and expect to be able to do their check-in and check-out as fast as possible. Self-service can help deliver on this guest expectation, and research shows that as much as half of all guests prefer this option if given a choice.
15 - Awe your guests by providing the extraordinary
Online check-in and kiosks are not only for the most experienced travelers. Providing this type of service for crowded “destination” type hotels is perhaps not an expected service, but for sure, one that will awe your guests when the “dreaded” lines simply don’t exist upon arrival.
16 - Take the stress out of check-in - do it on your own, at your own pace and convenience
Many of your guests prefer to take their time and do their “research” before making educated decisions. This is especially true with one of your most common groups of guests – Generation X. Offering pre-check-in services takes the stress out of the equation and will allow your guests to do it at their own pace with zero impact on hotel operations.
Zen Your Arrival!
17 - Remove the language barrier
Mobile and kiosk-based services will speak as many languages as you want. Always available, always keen to help! It is the perfect way to guide and assist foreign guests without knowing their particular language.
18 - Conversion - Ensure all of your OTA reservations are booked directly the next time they visit
Maximize direct bookings by collecting accurate guest emails, delivering exceptional experiences during OTA stays, offering exclusive incentives, and maintaining an appeal. Convert OTA reservations into loyal direct guests for future reservations.
19 - Optimize the use of space - redesign your reception
The available space in a hotel lobby often comes with a hefty premium. Many competing priorities on top of challenging logistics make it extra important to maximize space utilization.
Combining pre-check-in on the web with ultra-efficient key pickup frees the lobby from guests waiting in line to check in.
20 - Offer a true digital guest journey - even with mechanical keys
Did you know hotels with “traditional” keys can also benefit from self-service? Our Duo 1800 outdoor kiosks can be delivered with compartments dropping mechanical keys instead of encoding keycards. No need to upgrade all of your door locks!
Do not invest…
Achieving a seamless hotel experience through self-service check-in has evolved from a novel concept into an essential, anticipated, and highly valued service. When executed effectively, this service garners appreciation from hotel staff, management, proprietors, and guests alike. Nevertheless, there are instances where it may not be prudent to embark on a digital transformation project centered around hotel self-service kiosks:
- Resistance to Operational Change: If your hotel is unwilling to adapt and modify its current operational model to accommodate self-service check-in.
- Misconception of Technical Solution: It's vital to understand that self-service is a holistic concept that necessitates comprehensive changes across all facets of your hotel's operations to achieve optimal results.
- Lack of Goal Setting and Staff Engagement: Without clearly defined objectives, staff motivation, and concerted efforts to attain them, self-service kiosks may become little more than a peripheral feature in your hotel's corner.
In conclusion, embracing self-service check-in within the hotel industry is no longer a luxury but a necessity, provided that it is implemented thoughtfully and comprehensively to ensure success. However, it's crucial to address the above-mentioned considerations to maximize the benefits of this modern hospitality service.
Our best advice for a successful implementation
- Keep it simple: Simplify the self-service process for a smoother guest experience.
- Remember your goals: Stay focused on your objectives when implementing automation.
- Continuous evaluation and improvement: Regularly assess and enhance your self-service system.
We've been offering self-service solutions for the past 20 years. If you're interested in learning more about how we can assist you with your smartest investment in 2023 or improve your existing solution to meet your targets, don't hesitate to get in touch with us.
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