Hotel kiosks have surged in popularity, fueled by the pandemic and a desire for increased efficiency. These self-service stations are a win for guests and staff alike:
Kiosks streamline check-in, freeing front desk staff to offer additional hospitality services. They also allow guests to easily update personal information, removing the need for phone calls or emails to address simple requests.
Streamline the Check-In Process
In the hospitality industry, using self-service kiosks has become increasingly popular. These automated stations can make an impact on guest experiences and improve the efficiency of your hotel. Whether an urban resort or luxury property, you can implement a hotel kiosk check in designed with your guests in mind.
Kiosks can also streamline your hotel’s check-out process by letting guests print their folios or email their receipts to themselves before leaving the hotel. They can also use the kiosk to pay for ancillary services (like parking passes or bicycle rentals) and arrange transportation upon departure. You can also generate additional revenue by selling upgrades on the kiosk.
As a result, you’ll have less work for your front desk staff and can focus on more meaningful tasks that will enhance your guests’ experience. Additionally, you’ll reduce the amount of paper used in your hotel, which will benefit the environment and help reduce waste.
Choosing a kiosk provider with extensive experience in the hospitality industry is essential. Look for a company that has designed kiosks that are easy to use and that can be integrated with your existing PMS system seamlessly. It ensures that your guest’s experience will be as seamless as possible. It’s also important to consider the size of your kiosk. For example, a large screen can make it easier for guests to navigate the system and read the instructions.
Reduce Wait Times
When guests don’t require in-person assistance from a front desk employee, kiosks allow them to check in and complete other tasks more quickly. It reduces wait times in the lobby and lets staff members concentrate on other essential tasks.
Kiosks also allow hotel operators to upsell guests on additional services. This may include upgrades on their current reservation or the addition of extras such as a spa treatment or room service delivery. These extra revenue-generating opportunities can help offset the cost of a kiosk, and guests are generally more willing to purchase additional services when asked on their terms than if a hotel representative approaches them face-to-face.
Using the touch screen of your hotel kiosk can be another great way to engage with guests. Showcase short films during slow moments in the lobby or work with a local university to feature student projects. Create an interactive photo booth so guests can have their picture taken and then automatically send it to a loved one as a postcard.
Kiosks are also more efficient for checking out than printing and sliding folios under the door. It can help hotels minimize their environmental footprint and improve their guest experience. In addition, it can be a safer option during COVID-19 as the kiosk doesn’t require direct contact between staff and guests.
Offer Additional Amenities
Just as kiosks increase check averages for restaurants and grocery stores, they can help drive additional hotel revenue. For example, when guests check out, they can use the hotel self-check-out feature to book other services like room upgrades and property amenities like spa treatments or spa packages. Guests often appreciate this offer because they can view the options at their leisure and make decisions without feeling pressured by a staff member.
The kiosk interface can also display information about the hotel’s restaurants, bar, pool, parking options, neighborhood recommendations, and more so that guests are well-informed about their stay before they arrive. It helps them feel confident and empowered throughout their stay and gives them a reason to return.
Kiosks can even streamline the check-out process, allowing guests to drop their keys and leave the lobby with little or no delay. It saves valuable time for front desk staff, who can focus on more complex customer service needs requiring more personal interaction.
Finally, kiosks can help hotels run smoothly during staff shortages and high turnover rates. It can be used to register new arrivals and perform essential administrative functions, such as announcing special offers or promotions to guests or updating profile information. They can also be integrated with the PMS to ensure updates are instantly and accurately reflected in guest profiles.
Create a Positive Guest Experience
Kiosks offer a more personalized guest experience that helps to improve your overall guest satisfaction ratings. They allow guests to skip the front desk line and avoid lengthy conversations with staff, which can feel rushed and insincere. In addition, they minimize human error and eliminate heavily populated front lobbies, which can create a sense of insecurity.
Kiosk technology allows guests to check in, select room preferences, make payments, and cut hotel keys without interacting with hotel personnel. It also provides a unique way to generate ancillary revenue, such as upselling room upgrades or a hotel breakfast package.
Modern guests are used to intelligent tech, personalization, and autonomy, so they expect hotels to provide a positive experience. This can be achieved by personalizing the welcome message and adding a customized item to their room.
A modern kiosk solution is a mix of hardware (touch screen, payment terminal, and critical card coder) and software for the backend tasks. It should be designed to integrate with your existing systems and handle maintenance remotely seamlessly, similar to other online tools. It can prevent data synchronization and communication issues that may arise. Additionally, it should be customizable to your brand and user journey to ensure a smooth and seamless process.