What are Self Check-In Kiosks?
A self-check-in kiosk is a free-standing touch screen that welcomes guests and allows them to check themselves in without human interaction. Ideally, self-check-in kiosks are fast, efficient, and satisfying to use. They typically allow guests to check into their room, request upgrades, and print key cards. and may provide access to other services within the hotel.
Guests can easily navigate the touch-screen interface to manage their own arrivals without having to stop by the concierge desk. Some self-check-in kiosks can also scan documents and ID and process card payments to facilitate an almost complete concierge desk experience.
Why Self Check-In Kiosks are Trending
Today’s traveling guests are often independent-minded and guided by their phones. They rely on apps and technology to accomplish everything, from travel navigation to ordering food. Working with a kiosk is completely familiar and comfortable. In fact, for many, a kiosk is even more comfortable than chatting with a human at the reception desk.
Most guests are used to the technological DIY approach and after a long day of travel, it can be relieving to simply press the “I’m here” button on the kiosks, grab the freshly programmed cards dispensed by the machine, and head up to their rooms. While kiosks may or may not be the perfect fit for your hotel, there’s no doubt that this trend is on the rise for good reasons.
Benefits of Self Check-In Kiosks for Hotels
What are the potential advantages of integrating self-check-in kiosks into your hotel lobby and guest experience? These kiosks are popular not just because guests are becoming more tech DIY, but also because they provide a wide range of benefits for hotels and guests at the same time.
Rapid and Satisfying Check-Ins
Guests can check in quickly, often without waiting in line at the concierge desk and with just a few quick taps of the screen. This allows for a satisfyingly quick path for guests between arrival and relaxing in their room.
Do More with a Smaller Staff
Many hotels are struggling with staffing right now. Technology allows you to multiply their efforts by automating routine tasks and things many guests now prefer to DIY. Concierge self-check-in kiosks allow your front desk staff to focus on answering more unique requests, solving problems, or contributing their time to other parts of the hotel.
Reduce Front Desk Lines
If there are often lines at your concierge or reception desks during check-in hours, kiosks can significantly reduce this pressure. Kiosks do not require a human attendant and often complete the check-in process for each guest in record time. You can also set up several of them in the lobby for ultimate line reduction.
Opportunities to Upsell
A check-in kiosk can casually suggest upgrades to guests based on real-time availability. Room upgrades, extra rooms, extra guests, and room service are all just a tap away from extra revenue and an even more delightful experience for your guests. In fact, many guests are more comfortable exploring upsell options with a device rather than navigating offers from a human concierge.
Booking and Requests
While checking in, guests can easily handle other reception desk tasks like making a reservation at the restaurant, ordering room service, or making special requests like extra towels.
All-Night Reception
In addition to multiplying the reception capabilities of your staff, a kiosk also offers convenient all-night check-ins with no one at the desk. Guests who have already suffered late flights or long drives can check in and get to their rooms without ringing the bell or dealing with check-in cut-off times.
Self-Check-Out
Guests can also more easily check out when there’s a kiosk (or several) available in the lobby. They can drop their keys in an enclosed box, tap the check-out button, and be on their way.
Other Self-Service Features
A self-check-in kiosk can also potentially provide for other self-service features while positioned in the lobby. For example, guests could order room service, request towels, or book a restaurant reservation outside of the check-in process at any time during their stay.
Potential Downsides for a Hotel Self Check-In Kiosk
What about the potential downsides of a self-check-in kiosk? There are a few matters to consider that might make self-check-in less ideal for your hotel or pose challenges to overcome when you add kiosks to the lobby.
Dealing with an Older Generation of Guests
Older guests may not be comfortable checking in at a kiosk. Some may still share the traditional appreciation for human interactions as part of the hotel experience. For these valued guests, simply keep your reception and concierge desk staffed with at least one person who can welcome and check them in. This aligns with the dual solution approach that many hotels maintain, as a concierge desk can also handle all guest requests that are too sophisticated for the kiosk to automate.
Technical Difficulties
A kiosk can be an excellent tool right up until there is technical difficulties. Software errors, key printing problems, or network failures can all suddenly remove the advantages of having a check-in kiosk or — worse — frustrate guests before they march over to the concierge desk in a bad mood. Maintaining multiple kiosks and being prepared with a restoration process can provide an essential solution for upgraded hotels.
The Need for Great Software
The quality of your kiosk software can make or break the investment. Guests expect a fast, intuitive interface that either does everything or does a few things really well. That means great software and fast performance. Always make sure you are investing not just in good hardware, but also in a software interface that will enhance your guest experience – not detract from it.
Handling Booking Errors and Guest Mistakes
Mistakes happen. Issues with the booking platform, third-party booking, and simple guest mistakes can cause a problem if guests try to check in and their reservation is not available in the kiosk. Make sure your kiosk promptly sends guests to your staffed concierge desk, which is ready to correct any booking confusion.
Pairing Self Check-In Kiosks with a Mobile App
Last but not least, let’s not overlook the future of self-check-in: Mobile apps. Several hotels have developed apps that integrate guest loyalty accounts to provide a new generation of digital concierge services. These apps can allow guests to order services to their room, make requests, book extra services, and access real-time deals through their phones.
However, hospitality mobile apps are not the replacement for kiosks, they are the perfect addition. Guests without phones – of which there are still a few – can use the kiosks to check in and request services. Guests who left their phones behind can use the kiosks. But at the same time, a phone app that pairs perfectly with the kiosk can further streamline guest services with scanned QR codes, united service features, and integrating mobile services with lobby services.