In the hospitality industry, businesses may face challenges in meeting guest expectations. The best solution is to adapt to new technologies as quickly as possible to improve operations and enhance guest experience.
Self-service kiosks have provided unprecedented convenience to many users. By using self-service kiosks in hotels, you can improve several areas of service delivery and engagement for guests.
Let us explore how you can maximize the benefits of using check-in kiosks in hotels.
The History of Self-service Kiosks in the Hospitality Industry
Self-service kiosks are automated terminals used to access various platforms.
They have a wide range of capabilities and functions, such as checking in upon arrival, selecting rooms and other services, as well as processing payments. The abilities of these kiosks have developed for several decades.
Some technologies have been utilized in hotels since the 90s. They were intended to assist with the manual check-in process, which was heavily reliant on front desk staff.
However, as travel demands increased, there was a need for faster and more efficient check-in methods. This paved the way for computers to be introduced via the check-in kiosks.
These kiosks were very cumbersome; however, newer versions have touchscreen options that are more aesthetically pleasing. These new check-in kiosks are more intuitive and powerful.
Key Features of Hotel Check-in Kiosks
Automated Check-In and Check-Out
Self check-in kiosks provide an automated way for guests to check-in and check-out. The guests are required to input their personal details and reservation information.
It also allows them to select their room preferences and additional comments. This process enhances guest satisfaction while eliminating potential errors from third parties inputting data.
Room Selection and Upgrades
The kiosk has up-to-date information on current occupancy and vacancies. Guests can select a room to suit the purpose of their visit or general personal preferences.
The system can also accommodate upgrades and rewards programs to help guests enhance their stay. It offers a level of customization that otherwise would be overwhelming when coordinating with staff members.
Integration with Hotel Services
Hotels use several management and tracking systems that can be easily integrated with self-service kiosks. It allows guests to access a multitude of services from one portal or terminal at the hotel.
It can help make arrangements for the spa or various activities on the premises or offsite. This can drastically improve the quality of a trip and boost customer satisfaction.
Benefits of Using Self-service Kiosks for Hotel Check-in
Enhanced Guest Experience
Self check-in kiosks offer an improved user experience to all guests. It gives them the opportunity to bypass long lines at the front desk. It provides a convenient option for management to coordinate the check-in process.
Reduction in Wait Times
Guests are able to relax and reduce stress, which is amazing, especially after a long and arduous flight.
Self check-in kiosks allow all guests to independently check in without staff interference. These kiosks are very interactive and user-friendly, which provides a seamless experience and boosts guest satisfaction.
Check-in and check-out times are the busiest hours in a hotel. Those times require extreme concentration and coordination for management at hotels.
These kiosks assist with managing high volumes of arrivals and departures during the peak seasons. This leads to quicker check-in processes and creates a more efficient flow in the hotel lobby.
Operational Efficiency for Hotels
Hotel management can benefit from implementing self-service kiosks, as they can increase operational efficiency. Employees can be reallocated to other critical departments in the hotel, such as concierge or housekeeping.
While human interaction is valuable in the hospitality industry, self-service kiosks allow all hotels to maintain high service efficiency while optimizing labor division. It allows management to redeploy resources to areas that need a more delicate and human touch.
Cost Saving for Hotel Management
The improved efficiency of operations can lead to a boost in revenue and savings for the hotel. Although the initial investment to get the kiosks set up may be expensive, in the long run, the reduced labor costs and increased revenue will outweigh it.
Hotels can save on overheads associated with hiring more personnel to man the front desks.
Challenges and Considerations
Self-service kiosks have been a great tool to improve operational efficiency and customer satisfaction.
However, while self check in kiosks have several advantages, they may cause some challenges as well. These concerns typically surround technological reliability, user accessibility, and privacy issues.
Technological Reliability
Technological reliability has been a major concern for several years. A kiosk relies on network connectivity and other powerful software to function. They require constant maintenance to ensure they are operating at optimal capacity.
Any malfunction or electrical outage can lead to more frustration for guests and staff. This is because the reliance on the kiosk can lead to disruption in the regular service delivery at the hotel.
Many contingency plans need to be created to offer fallback options in these situations, or it may lead to a bad experience for guests and negative feedback.
User Accessibility and Adaptation
In today’s world, there are people who are uncomfortable with technology. It is a common occurrence, especially for older generations. The self check in kiosks may be intimidating, and these guests will still need some guidance or assistance from staff.
Alternative solutions must be available to persons who prefer a more human or personal touch during the check-in process. It is highly recommended staff be trained to assist persons who may be reticent about using the self-service kiosk.
Privacy and Security Concerns
As with all kiosks, each user’s personal information is recorded.
There are many regulations in place that demand and expect proper security measures to be in place to protect customer information from falling into the hands of malicious actors. These privacy and security regulations may differ depending on location.
Hotels need to equip their kiosks with secure software to ensure a guest’s financial and personal data is not stolen. They also need to have policies in place to ensure that guest information is not fraudulently used by any personnel.
It is very important, as it can affect how the hotel is perceived, and a transparent security plan is the best way to maintain trust.
Future Trends in Self-Service Technology at Hotels
As the world changes, new technologies need to be adapted to ensure the continuous and seamless operation of self-service kiosks.
There are three main ways that this can be attained: integration with biometrics, app connectivity, and artificial intelligence.
Integration with Biometrics and Facial Recognition
Self-service kiosks can be customized to have advanced biometric systems and facial recognition software. These new functionalities can enable security to better protect guests and staff.
They can also make the check-in process more seamless, as they can facilitate faster check-in with immediate identification matching by the system.
Expansion of Mobile Integration and App Connectivity
The integration of mobile devices and applications can also make self-service kiosks function better.
By developing an application, hotels can allow guests to check in just by using their smartphones. This option is highly convenient and can further reduce wait time.
The applications can also provide notifications on news and events and any updates from the hotel. This will create a more cohesive experience across several platforms, as well as increase engagement from guests.
Personalized Guest Experiences through AI
Artificial intelligence (AI) can actually boost the performance of self-service kiosks. AI can assist the kiosk system with analyzing guest preferences and potential behaviors.
This can assist us in personalizing room selection and additional services for each customer. This enhanced level of customization can boost guest satisfaction and brand loyalty.
Conclusion
It is highly recommended that more hotels implement self-service kiosks to assist with operations. These kiosks have provided several improvements to hotel service delivery.
As these technologies develop, hotels can benefit from improved operational efficiency, cost savings, and enhanced guest experiences.
Guests will always appreciate the time and effort you take to cater to them and curate a wonderful experience while at your hotel. If you are interested in sourcing customized self-service kiosks for your business, contact us to get a free quote.
