A self-check-in system helps hotels improve guest experience by minimizing the need for face-to-face contact. It can also be used to upsell guests on additional amenities and services your hotel offers.
Studies show that consumers quickly adapt to kiosks in restaurants and stores, so your hotel guests will likely be happy with a simple check-in/check-out option.
Boost Revenue
COVID-19 has accelerated a trend toward contactless payments that can be completed on mobile devices (like smartphones). When hotel guests meet their check-in online, they can skip the front desk and go straight to their rooms without the added worry of transmitting any germs from cash.
Guests who can complete registration online before their arrival can also avoid busy lobby lines. This gives guests a sense of comfort, especially for those with social anxiety or other neurodivergence. In addition, emailed confirmations allow for an easy way to upsell amenities and services like room upgrades or in-room movie packages that can be ordered in advance.
A self-check-in app or kiosk also helps to reduce front desk errors by recording customer data accurately. This eliminates the need to ask for driver’s licenses and signatures, which is particularly helpful when dealing with special needs guests who may be unable to provide them. It can also be integrated with your PMS so that guest agreements are automatically attached to their reservations, reducing the opportunity for errors.
Increase Loyalty
Guests are often busy packing, arranging car parking, and minding children during check-in and check-out times. The option to skip long lines at your hotel lobby and use their mobile device to quickly and efficiently get checked in creates a positive impression. It lays the foundation for your relationship with them.
A mobile self-check-in app provides a quick, safe, and secure way for guests to update their booking details, view rewards information and folio balance, and e-sign their guest agreement. This reduces front desk friction and allows staff members to focus on helping guests with requests and providing a great experience from start to finish.
Using an intelligent guest engagement platform, hotels can regularly survey loyalty program members to determine what matters most. This can be anything from finding their favorite room type or restaurant to learning about upcoming activities and offers that are exclusive to them. This will allow you to target them with personalized and relevant offers that will keep them returning.
Increase Efficiency
For guests traveling for hours and dealing with other travel stressors, bypassing crowded lobby lines by checking in online is a huge relief. It’s beneficial for people with social anxiety or neurodivergence who need to minimize face-to-face communication and avoid hectic lobbies.
Using your hotel management system, you can create digital registration forms that are automatically sent to guests before arrival and easily attached to their reservations. This eliminates the need to exchange paperwork and reduces data errors.
Mobile check-in is also a great way to go paperless, saving you lots of money in the long run. Plus, it makes your front desk operations much more efficient by reducing staff members’ time on manual processes like logging and sorting paperwork. That means more time to help your guests with their on-property needs and provide a more memorable experience. Moreover, a hotel self check-in app allows your staff to make high-touch connections that drive customer loyalty and positive reviews.
Boost Brand Image
Whether guests want to use their smartphone as a digital key or check out from the kiosk, this self-service software can be easily customized to meet guest needs. This enables hotels to streamline the process and ensure guests receive a smooth, convenient, and personalized experience.
During the pandemic, many hotels struggled with staffing and high guest demand, but with a self-check-in app, they can offer their guests a more straightforward way to check in without waiting in long lines. This can increase satisfaction ratings and help guests feel at ease during their stay.
Furthermore, guests can bypass the lobby and quickly get their pets into their rooms if your hotel is pet-friendly. This also reduces incidences of territorial marking, reactive dog behaviors triggered by seeing other dogs in the hall, and other potential issues.
Boost Customer Service
A hotel mobile check-in app allows guests to skip all that front desk interaction. They can start their registration process online and complete it at the kiosk when they arrive. You can also control the experience through password-protected settings and a chime that notifies the front desk when a client checks in or out of their room.
This can be particularly beneficial to guests with social anxiety or other neurodivergence. Bypassing crowded hotel lobbies and long lines provides a sense of control that reduces stress and frustration.
In addition, the self-service option allows your front desk associates to focus on guest service and build a rapport with each guest. They can help them find their room, answer questions, and provide recommendations to local businesses or attractions. A study found that 70% of consumers expect to be able to resolve their complaints and issues in the form of self-service options. That can be a powerful way to differentiate yourself from the competition and create a memorable guest experience.