How new PMS technology is reducing pressure on front desk teams and providing better guest experiences.
Hotel technology has undergone the same digitalisation we’ve seen in retail and airlines – and it’s particularly apparent at hotel check-in. Like flights, hotels have the capability to replace cumbersome paper-based, manual processes with automated online systems that improve operational efficiency and the guest experience.
According to a Skift report, 54% of travellers said that they’d most like to see contactless check-in and check-out adopted in hotels, alongside contactless payments (41%) and mobile guest services (39%).
Hoteliers are noticing this trend, with 92% acknowledging guests’ increased acceptance of self-service technology, with contactless options becoming a long-term trend. The pandemic was a key driver of self-service technology adoption – including self-serve kiosks, contactless check-in/out and mobile check-in – with usage jumping 66%.
As a result, we’ve seen the hotel check-in experience evolve in line with shifting guest preferences, driven by greater availability of technology to aid a digitalised process. While consumer expectations are a core driver, alleviating staff of time-sensitive tasks is becoming a greater priority for many hotels.
Adapting the check-in experience
Technology is facilitating a raft of options for hoteliers, including:
- Mobile Check-in: Many hotels now offer mobile check-in, allowing guests to bypass the front desk entirely and check-in using their smartphones either via email, or a web or smartphone app. This offers convenience and flexibility to guests who prefer a seamless, contactless experience. It may involve utilising mobile apps for check-in, digital room key access, and online payment methods.
- Self-Service Kiosks: Self-service kiosks – like SIHOT.KIOSK – are becoming more common in hotels, enabling guests to check-in and obtain room keys independently. This reduces wait times and provides guests with a quick and efficient check-in process while ensuring hotels cover administrative requirements.
- Personalisation: Hotels are increasingly utilising guest data and preferences to personalise the check-in experience. This enables them to offer a range of services and experiences digitally, such as pre-selecting room amenities, offering tailored recommendations, or addressing guests by name upon arrival.
- Automated Check-in Procedures: Automation technologies such as facial recognition or biometric scanners are streamlining the check-in process even further. While not yet commonly available, these technologies can enhance security and efficiency to the guest experience.
Guest satisfaction meets hotel operations
Technology adapting the check-in/check-out process not only reduces queues in the lobby, but improves guest satisfaction and supports hotel teams with administration – saving valuable time for staff to focus on higher levels of hospitality:
- Efficiency and Speed: Guests appreciate a quick and hassle-free check-in process. Where guests can access self-service check-in options at their own leisure, operations are streamlined and guest wait times reduced.
- Personalisation and Customisation: Guests value personalised experiences that acknowledge their preferences and needs. Hotels can leverage guest data to anticipate their preferences and provide tailored recommendations, room amenities, or services throughout the check-in process.
- Safety and Security: With growing concerns about safety and security, guests expect hotels to prioritise their well-being and personal information. Technology systems provide greater reassurance in how data is secured and stored compared to paper-based processes.
- Accessibility and Convenience: Offering convenient check-in options, such as 24-hour reception or flexible check-in times, caters to the diverse needs of guests. Providing assistance to guests with special requirements or disabilities also enhances their experience.
Overall, understanding evolving guest preferences and leveraging technology to enhance the check-in process can help hotels deliver exceptional service and exceed guest expectations.
Evolve your check-in with SIHOT
SIHOT.KIOSK provides guests with a seamless, fully digitalised check-in experience – empowering them to manage their arrival at the hotel in the way they want.
We’ve been tracking the guest journey to digitalise touchpoints that make a difference, providing guests with control and improving their overall experience. The SIHOT.KIOSK terminal offers a secure and efficient check-in point for guests, allowing them to manage their own data to complete the registration process.
Guests can choose between a dispensed keycard or using their mobile device for room access, and – with the terminal open 24/7 – request replacement keys during their stay. Taking self-service to the next level, guests hoping to make their stay even more special can browse a menu of additional service options, whether it’s a room upgrade, booking transportation, activities or food and beverage options.
The SIHOT.KIOSK can be customised to any hotel brand and hotel operational processes to ensure more efficiencies are achieved.
Discover more about SIHOT.KIOSK as part of our cloud-based hotel property management system by arranging a meeting with one of our team.