Self-service technology is changing many industries, sectors, and businesses. And the hotel world is one area where the benefits are particularly noticeable.
The self-service technology market is booming. Expected to be worth $99 billion by 2032 – which sees its global value trebling in under 10 years – this reflects some wider changes we’re experiencing in society. Driven by the consumer desire for speed, convenience and personalised experiences, interactive kiosks, supermarket self-service check-outs and vending machines are exploding in popularity. And in hospitality, the trend is finding its way into hotel lobbies across the world.
Interactive kiosks in hotel receptions are becoming increasingly prevalent, fuelled by consumer demand plus the need for hotels to make more efficient use of staff time. In fact, almost 50% of people say they’re more likely to stay in a hotel that has self-service technology. Research increasingly shows how Gen Z and millennials have a “self-service or no-service mentality”, meaning that businesses could lose their custom if they don’t provide adequate self-service technology.
In hotels, this is made possible through products such as SIHOT.KIOSK, but what are the other benefits of implementing a kiosk in a hotel reception?
Saving staff time
Many hotels are having to make time efficiencies at the moment, due to higher running costs and staff turnover. The check-in and check-out process is a traditionally manual and time-intensive task for hotel reception staff. Introducing self-service kiosks into a hotel lobby frees up staff to help guests with more complex requirements. It also means they can provide a more human and personalised service to guests when they are not weighed down with repetitive manual tasks.
Improving guest experience
By using a self-check-in and check-out kiosk, guests don’t have to spend time waiting in line for a member of staff to become available. This faster process improves their guest experience from the start, and sets a positive tone at the beginning of a stay. Self-service kiosks that can generate a physical room card, or enable smart phone access via a corresponding app, bring the benefits of digital efficiency to guests throughout their stay too.
Integration with PMS
Choosing a kiosk product that integrates with the Property Management System (PMS) means that guest information is captured seamlessly. The PMS will be updated when a guest checks in, while the kiosk can reflect the customer data held on the system about each specific guest. This cuts down on manual updating and reconciliation tasks, and makes guest stays easier to manage for both hotel staff and guests themselves. SIHOT.KIOSK also enables automatic payments in advance by credit or debit card, and guests are simply emailed their invoice when payment is taken.
Upselling opportunities
Generating ancillary revenue is growing in importance for hotels, and kiosks in hotel lobbies also bring opportunities for additional revenue streams. For example, kiosk technology can offer guests a better room or suite when they check-in for an additional charge, with supporting images to improve the upselling opportunity. Kiosks can also list other products and services for purchase, such as breakfast or a hotel shuttle.
Reduced human error
Automating tasks such as self-service check-in via a kiosk reduces the risk of staff admin errors, which can be costly for hotels. At check-in, guests are asked to check and confirm the core information held on the system. This ultimately reduces the chance of miss-heard information leading to billing or communication errors. It also helps with future efforts for hotels to keep in touch with guests, as they can be certain of having accurate and up-to-date data for future marketing campaigns.
SIHOT.KIOSK integrates fully with SIHOT.PMS, supporting your hotel to provide an improved guest experience while making operational efficiencies. Contact us to find out more.