Hotel Industry Catches Up to Kiosk Technology

By Mrunal Desai | 9-30-21: Most of the prominent hotel brands are looking for contactless check-in and customer interaction to determine if now is the ideal time for them as the hotel industry continues to search out ways to limit in-person contact during the COVID-19 pandemic.

Hotel kiosks are not a new concept; various brands have experimented with them on and off for years, but the reception from owners and visitors has been mixed at best.

This time, however, things might be different.

Contactless Guest Journey – New Normal for Hotel Industries
Contactless technology boomed as a result of COVID-19 and is at the heart of the paradigm shift that most companies, particularly those in travel and hospitality, have had to rely on to ensure their existence and prevent the virus from spreading. The guest journey, which consists of multiple rounds and square pegs, had to be re-imagined and dynamically re-engineered to deal with the fluidity and complexity of the new now’s standards and compliance considerations.

How can hotels benefit from contactless kiosk technology?
Self-service kiosks have become widespread in fast-food restaurants, retail stores, international airports, and, increasingly, hotels in the age of convenience. Because the hospitality business prides itself on offering personalized service, it’s understandable that some hoteliers are concerned that implementing self-service check-in kiosks may detract from that experience. In reality, an increasing percentage of travelers appreciate the independence, flexibility, and freedom that self-service technology provides them when staying in a hotel.

With that in mind, consider the following advantages of installing self-service check-in kiosks at your hotel.

Advantages of Kiosk Technology for a Contactless Experience

1. Goodbye to the Long Lines
A self-service kiosk’s most evident advantage is that guests may begin enjoying their vacation sooner. With a typical check-in process, guests have had to stand in line and fill out paperwork, which frequently includes information already provided during the booking. They can check-in using a self-service kiosk by looking up their name, email, booking number, or scanning their passport.

Guests can also choose their room and create their own room keys at kiosks like the aavgo Virtual Front Desk. To put it another way, this scenario is a great plus for tired travelers searching for a stress-free arrival.

2. Guest Interaction Is Easier
It’s a common misperception that self-service eliminates face-to-face human interaction. Instead, it frees up staff time to engage in more personal and meaningful encounters with guests.

Your hotel staff will have more time to focus on the important moments with an automated check-in kiosk. This could involve giving advice to a guest before they go on a day trip, attending to an urgent service issue, or simply engaging in casual conversation with guests.

All of these encounters allow your hotel to establish a rapport with your guests and provide helpful support to make their stay more enjoyable.

3. More Opportunities to Upsell
Upsell potential is also increased with self-service check-in systems. Guests can upgrade their rooms, redeem special discounts, and purchase extras all at their leisure and convenience using a kiosk.

Of course, now that your front desk staff has more time on their hands, they can naturally step in and recommend changes and extra services. Guests will feel less pressured and more likely to make a purchase if contacted when they are more comfortable and settled in.

Additionally, guests may access information about hotel amenities and services at their leisure, increasing the chances of impulse purchases. A harried front desk staff, on the other hand, may simply not have the time to deliver all pertinent hotel information upon arrival.

4. Improve Personalization
Self-service kiosks may gather a plethora of valuable guest information, such as accommodation preferences, previous purchase decisions, and special requests. Because the kiosk is linked to the hotel’s PMS, this information can be accessible immediately to assist hotels in providing more personalized experiences.

This information can also be utilized to create personalized marketing letters with appealing offers tailored to various guests’ interests and demands. To improve the visitor experience and exceed their expectations, hotels can ensure that previous requests are met ahead of time.

5. Reduce Costs
Another significant benefit of hotel kiosks is the cost savings they provide. Many regular duties that would otherwise be performed by the reception desk can be delegated to a self-service kiosk, including check-in, guest registration card completion, and room key card issuance. The fact that your kiosk must be well-integrated with the hotel’s property management system is crucial. As a result, hotel staff may concentrate their efforts on more urgent issues that require personal care, resulting in a much-improved guest experience.

6. Avoid Human Error
There will be no more misspelled visitor names or rooms assigned incorrectly. You may avoid all of these mistakes, as well as duplicate profiles, by using the kiosk’s automated check-in mechanism. Allowing guests to enter in their personal information and preferences as part of the check-in process avoids human error. The information entered is transmitted immediately to your PMS and may be easily accessed. Regular guests, for example, can select the speedy check-in option based on previously stored guest profile data the next time they arrive at your hotel. You might even take it a step further and plan a pleasant surprise for the guest based on their likes. Everyone appreciates a personal touch.

7. Improve Client Satisfaction and Loyalty
There isn’t a stronger foundation for creating customer loyalty than a fantastic guest experience. A kiosk that is linked to the entire property management system may boost guest engagement to new heights. This is why an increasing number of hotel visitors expect to discover a kiosk in the lobby where they can manage various parts of their stay, such as check-in, extra services, payments, and so on, from beginning to end.

The Self-Service Kiosk Impact
Hotels may use self-service kiosks to improve the guest experience in a variety of ways. A frictionless check-in experience provides more convenience, control, and eliminates inconvenient lines.

Furthermore, hotel workers have more time for face-to-face connection where it matters most – from establishing a wonderful first impression on arrival to prompting upgrading and further purchases.

Not only at the front desk, but also in the back office, a kiosk can help cut labor expenditures. The automation provided by kiosks eliminates much of the data processing that occurs behind the scenes, lowering the strain for the night audit and finance teams.

Of course, personal interaction is important to many visitors, and the traditional check-in process has its place. Self-service kiosks should be viewed as an enhancement to the modern-day hospitality experience rather than a replacement for traditional service.

Key Takeaways
It is obvious that the future of the hospitality industry lies in the guest demand for a contactless experience. Guests are most certainly looking to stay safe and contactless as much as possible and still get all the services they are accustomed to getting during their stay. Kiosk technology provides the answer to most problems the industry is facing giving your guests a comfortable and contactless experience during their stay at your hotel.

(Note: Mrunal Desai is the Chief Executive Officer, CEO, of aavgo. Ratan Hodar is the Chief Technology Officer, CTO, of aavgo. Desai and Hodar have years of experience in the Technology and Hospitality sectors.)