Guide to Self-Check-in Kiosks for Hotels in 2024

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Blogs / Hotel Automation

Guide to Self-Check-in Kiosks for Hotels in 2024

10/01/2024

Harman

The pandemic has changed the way humans think and interact. Having gone through the most unpredictable times recently, we want to indulge and gather experiences, all at our earliest.

And while we are at it, we would like to spend the least amount of time carrying out the basics and a good chunk of our time, enjoying ourselves. Therefore, to ensure a hassle-free, seamless customer experience, businesses have come up with digital and automated contactless services.

Self-check-in kiosk in hotels is one such service. It is aligned with the requirements of the new norm and performs the basics, and even more, in a shorter time. According to a Cision report, “more than a third of hotel executives reported in 2020 that they were already using the hotel check-in kiosk or considering purchasing it.”

Hotel self-check-in kiosks have efficiently replaced the traditional front-desk check-in, to some extent, in many contemporary, tech-savvy hotels.

This blog aims to make the concept of self-check-in kiosks clear and comprehensive. We list down the purposes served by hotel kiosks and their benefits. Additionally, factors that should be considered while making a decision involving self-check-in kiosks are mentioned to guide you better.

What is a self-check-in kiosk?

Used as an alternative or as an added aid to your front desk staff, self-check-in kiosks are standalone, electronic devices with a touchscreen that are installed to simplify the check-in process. They are computer terminals that allow users to do their tasks, on their own time.

Self-check-in kiosks are usually used at airports to print boarding passes or to purchase tickets for public transport. Similarly, in hotels, the kiosk allows a guest to check into their room by connecting directly to the hotel's PMS (property management system). Additionally, they are used to create room keys (key cards), and even reserve a restaurant table or upgrade to a suite, perhaps.

A self-check-in kiosk is used by hoteliers to give guests a smooth experience with check-in automation and a chance to skip front-desk queues.

What functions can a hotel kiosk carry out?

1. Check-in/out

The whole check-in process can be single-handedly managed by self-check-in kiosks. This includes looking for the guest’s reservation, collecting a payment method, and handing over room keys compatible with the door locking system. These devices are capable of scanning and recording copies of identity documents too. Guest, tired from all the traveling, gets done with the entire check-in process within minutes. With these devices, hotels give guests the freedom to choose whether they want to print their receipts or if they want them by email. These kiosks also help guests drop off the keys and book transportation upon departure.

2. Contactless temperature check

A pandemic has given humans a lot of inventions. Contactless temperature checking kiosks are a product of the pandemic. These kiosks read an individual’s temperature and report any irregularity in the same. It helps maintain an environment that is safe for hotel staff and other guests’ health.

3. Upgrades

Kiosks also offer guests the choice to upgrade and purchase add-ons. This allows guests to book these services on their own time and terms.

4. Request for services

The front desk gets notified if a guest needs extra towels, or to replace a non-working lightbulb, all request reaches the front desk staff within seconds through kiosks.

5. Provides information

Guests can access information about your branches, yoga and mindfulness services, restaurants, parking options, neighborhood recommendations, and more on the kiosk interface.

6. Flexibility around reservations

Some front desk kiosks act as booking engines on the hotel’s website and give guests the flexibility to create, modify, or cancel their reservations.

7. Payment

Hotel check-in kiosks handling registration cards and credit card information can also reduce reversals and prevent fraud.

Benefits of installing self-check-in kiosks in hotels:

Self-check-in kiosks are mutually beneficial for hotels and guests. Let us see how:

1. Eliminates queues

Self-check-in kiosks help hotels to eliminate quests at the front desks. Furthermore, it helps you skip one if there is one. A person who has traveled and is tired just wants to enter their room at the earliest and get comfortable.

Openkey research has stated that guest satisfaction scores drop by as much as 50% when there is a 5-minute wait at check-in. No waiting time for check-in can thus fetch hotels good reviews.

2. Facilitates standard check-in procedure

These kiosks help hotels to standardize check-in procedures and reduce the room for human errors. Programmed with the same set of questions and steps, kiosks ensure guests are going through the same process whenever they are checking in.

3. Enhances guest experience

Self-check-in kiosks are installed to enhance the guest experience. It creates more meaningful interactions with guests. Furthermore, it creates a frictionless arrival experience for guests, saves time, and adds convenience.

4. Reduced overhead

These kiosks handle more routine tasks and free up the front desk to handle more serious concerns.

5. COVID-appropriate behavior followed

With a self-check-in kiosk, hotels maintain social distancing and at the same time provide contactless service. These two services help them abide by the health and safety guidelines.

6. Caters to the needs diversity

By using kiosks at the check-in and during the stay, hotels can remove language barriers if any. Language concerns can arise with both, international as well as national guests. Therefore, kiosks can help deal with the same.

7. Generates additional revenue

By offering guests the option to purchase upgrades, add-on services, etc., hotels can generate additional revenue. A self-check-in kiosk can make upsell options accessible to all the guests who check in and hence help hotels earn incremental revenue.

8. Sustainable practice

With an electronic, computer terminal, hotels would save papers used at the front desk and hence cut the environmental footprint. Moreover, when guests are in control of their own check-in and check-out experience, they can choose if they want printed receipts or electronic versions.

Is a self-check-in kiosk suitable for your hotel?

While hotel self-check-in kiosks come with several functionalities and benefits, their suitability is flexible and subjective. A hotel needs to consider the upfront cost, is the technology a fit with your usual clientele, and if the particular technology blends with your brand and design.

The kiosk comes with an upfront financial investment, although they are cost-effective in the long run. If the hotel is on a budget or cash-strapped, then kiosks should not be a priority. However, with BOTSHOT’s eFront Desk, an automated hotel front desk software, you can simplify and streamline your check-in/out process. It allows pre-arrival check-in and payment through web links and provides flexibility. The eFront Desk enhances the guest experience and unlike kiosks, it wouldn’t hurt your pocket.

Furthermore, keep in mind your typical clientele while making a decision. If your usuals are old, not so tech-savvy people, then kiosks would not be an appropriate choice. If a majority of your guests are international, then the hotel should invest in a self-check-in kiosk.

Additionally, if your hotel has a traditional look or an old-world charm, then going with modern technology might throw guests off. Therefore, hotels need to study and analyze what suits them best and adopt technology accordingly.

Parting words...

Hotel self-service kiosks have a lot to offer to the hospitality industry. However, while they streamline and simplify processes and operations, they cannot fully replace humans. This is especially true for the hospitality industry where forging a human connection plays a significant role. Technological solutions are not substitutes for conventional ways but more of an enhancement to contemporary, modern hospitality.

Hotel self-check-in kiosks, in particular, allow guests to save time and conveniently complete the basic requirements. Therefore, they are a practical choice. They need to be complemented with warm and well-trained staff.