Enhancing Guest Experience With Contactless Hotel Check-In
Assuring your guests are safe to travel and stay with you is important. Sending out information regarding your COVID-related safety measures with the check-in link and providing clear signage on-site will help to achieve this. Contactless check-in also lightens the load for staff who can focus on hospitality instead of managing payments, documents and on-site offers.
Increased Customer Satisfaction
In the current business climate, guest satisfaction is key. A smooth, convenient check-in process helps set hotels apart and improves loyalty. It also gives guests a positive start to their stay, which leads to more reviews and other travel sites that can boost brand reputation. A contactless check in hotel offers high customer satisfaction by eliminating the need to wait in line or interact face-to-face with staff members. It can be facilitated through an app or a self-service kiosk that allows guests to enter their information independently, freeing up hotel staff for other tasks. This can improve guest experience and operational efficiency. It can also provide new upselling opportunities for the hotel by making it easier to offer additional amenities and services. This can be done through a digital platform enabling the hotel to deliver relevant messages to guests, such as spa treatments or room upgrades. Regardless of the system used, it is important to ensure clear communication of the check-in process so that all necessary information is easily accessible to each guest. Providing this information in the communications sent to each guest or via effective signage at your property helps ensure that every guest knows how to use the contactless check-in feature.
Increased Convenience
Guests who utilize contactless check-in can bypass the need to visit a front desk, fill out manual forms, and wait in line, saving both staff and guests valuable time. The process involves a guest receiving an email or text that links them to a web page with the most important information they need, including room number and check-out instructions, plus directions for submitting their ID at the hotel’s scanning kiosk upon arrival. Providing guests the opportunity to complete their check-in remotely before their stay and eliminating the need for in-person interaction allows them to feel more comfortable during an uncertain travel time. This approach also ensures hotels don’t have to open their doors during the pandemic, keeping them safe for their staff and guests. In addition to making guests more comfortable, a contactless check-in process allows hotels to upsell their products and services. Having guest information readily available, they can send enticing offers or recommendations like a 60-minute spa treatment, a breakfast upgrade, or even a new room type.
To encourage guests to use the contactless check-in system, it’s essential to communicate the benefits of this feature well before their arrival. By sending a link via pre-arrival email or SMS and clearly explaining the process to them, you can build guest confidence that they can check in on their own. It’s also important to remember that not all guests prefer digital checking methods, and some may still require help from your staff. By enabling your guests to choose between traditional keycards and digital check-in, you can cater to all customers and provide them with the most convenient experience possible.
Reduced Time
Streamlining the check-in process by eliminating the need for front desk assistance saves time and effort for both guests and hotel staff. It also allows hotels to differentiate themselves from competitors by providing a more efficient and convenient experience that aligns with digital innovations in hospitality. Giving guests clear instructions about using contactless check-in helps them navigate the process effectively. This information can be delivered through pre-arrival emails, mobile app tutorials, or on-site signage. This communication must be consistent and easy to understand for all audiences.
Additionally, hotels should actively collect feedback from guests on their experience with contactless check-in technology. This information should be used to identify improvement areas and promptly address any concerns.
In addition to reducing the amount of time spent on check-in, contactless check-in also provides an opportunity for hotels to upsell guests. By capturing guest data through contactless technology, hotels can offer specials and promotions relevant to their needs and preferences. In the face of the COVID-19 pandemic, hotels must reassure their guests that they take guest safety seriously. To do this, hotels must communicate clearly with their guests about the new check-in procedures and any additional COVID-related measures they are putting in place on-site. It is recommended that this information be shared with guests via email and text at least 12 hours before their arrival.
Increased Flexibility
If you have a hotel check-in process that involves guests visiting a front desk to sign the paper and speak one-on-one with staff, there’s always the risk that you will be unable to accommodate all of your guests’ arrival times. With contactless check-in, however, guests can use mobile devices to complete registration from any location. This provides greater flexibility for your guests and ensures they enjoy the same seamless experience. Likewise, your staff can focus their energy on other, more important tasks when you have a contactless check-in system. Your employees will be able to spend less time on administrative tasks and more effort on helping guests with their reservations, making recommendations, and ensuring that the overall guest experience is as enjoyable as possible. Of course, there will be situations when flexible check-in isn’t feasible due to occupancy levels and other factors. Still, communicating these options to your guests can minimize frustration or disappointment. You can also set clear guidelines for these scenarios and provide training to your staff on how to handle them professionally. While the benefits of contactless check-in are clear, many hotels still need help implementing it. However, a contactless check-in solution can help your hotel transition to this new way of doing things as easily and conveniently as possible for you and your guests.
