Self-check-in technology is becoming indispensable in our daily lives and is also gaining traction in the hotel industry. In our Hotel-Spider livestream, we discuss the key points and challenges of this technology. In this summary, discover how combining cutting-edge technology with personalized service optimizes operations and creates an exceptional guest experience.
Self-check-in technology has become indispensable in our daily routines, whether at airports, supermarkets, or ATMs. This technology is also gaining traction in the hotel industry, offering numerous benefits for both guests and hotel operators.
We explore this topic in our Hotel-Spider livestream, discussing various perspectives. Moderated by Marco and Elisha from Hotel-Spider, experts such as Anke Reindl, GM of Aparthotel Adelboden, Ronald Arndt from LikeMagic, and Christian Schmiedke from Onstay AG shared their insights and experiences. Here, we summarize the key points for you.
More than just technology
Implementing self-check-in technologies goes beyond introducing new systems; the focus remains on the guest experience and the hotel’s concept. The technology must adapt to these factors, not the other way around. The goal is to create more time for personalized experiences and offer guests flexibility and convenience with modern check-in solutions. An automated check-in process allows hoteliers to focus on their guests' individual needs. This combination of efficiency and hospitality enhances both the guest experience and the operational efficiency of the hotel.
1. Before arrival: Digital preparation - Clear communication and streamlined processes.
An optimal self-check-in process starts well before the guest's arrival. The key to a smooth experience lies in clear communication and the ability to complete administrative tasks seamlessly at any time. Anke Reindl emphasizes: “The guest can check in five days before arrival and pre-order and pay for everything in advance.”
Once the booking is confirmed, the guest receives a welcome email with check-in details, a link to the app, and an overview of the hotel services. The guest can check in via the app or a web-based platform, enter their details, and upload documents. Additional services such as breakfast or spa treatments can be booked before arrival, enhancing comfort and increasing revenue. Shortly before arrival, the guest will receive a reminder with all relevant details.
2. The check-in process: Seamless technology
The check-in process can vary depending on the hotel’s concept and guest requirements, and these options can complement each other. By combining these different approaches, hotels can ensure they meet the diverse needs of their guests while providing a smooth and efficient check-in process.
Anke Reindl reports: “We don’t have a terminal in the lobby; instead, we enable guests to do everything via their smartphone. We intentionally avoided requiring an app download and opted for a web-based solution, because many guests prefer not to download apps on their personal phones.”
Aparthotel Adelboden only offers mobile check-in, but there are other options that we discussed during the livestream.
Check-in options
1. Guests can check in completely autonomously via the hotel app and unlock their room with a digital key. This method offers flexibility and independence without interaction with hotel staff.
2. For guests who prefer personal service, traditional check-in at the reception is also available. In this case, guests actively seek to interact with hotel staff. The digital check-in helps minimize the administrative steps. Ronald Arndt explains: “Automated check-in always makes sense, even if it’s just as a supplement to a personal welcome.”
3. Between these extremes, there are options such as digital check-in on a tablet or a check-in kiosk in or outside the hotel. These offer a simple and secure check-in experience with varying levels of interaction with hotel staff, depending on requirements and the infrastructure.
3. During the stay: Maximum flexibility
The digital experience doesn’t end after checking in. Depending on the concept, guests may need to communicate digitally with the hotel during their stay, book additional services, or ask questions.
"The majority of our communication is via live chat, which one of our team members manages." reports Anke Reindl.
The technology should also allow guests to book upgrades or additional services, such as spa treatments and restaurant reservations, during their stay. This offers convenience while also boosting revenue.
4. The check-out process: Quick and easy
Digital billing and feedback are also part of the guest experience, and the check-out process needs to be carefully thought out. Guests should have the option to view and settle all outstanding charges on the day of departure, conveniently via credit card or other digital payment methods. If using a physical key, it can simply be dropped into a special return box at the hotel. The digital key on the smartphone automatically deactivates after check-out.
When technology fails
While self-check-in technology offers many benefits, there are potential worst-case scenarios to consider. Technical failures and disruptions can have a significant impact on the guest experience. It is therefore crucial to have robust redundancies and backup solutions in place to maintain operations, even in challenging situations.
Issues like power or internet outages can disrupt the check-in process.
Marco Baurdoux shares a personal experience:
“A power outage caused the systems to be unavailable for half an hour. Guests had to wait outside in bad weather, which naturally led to dissatisfaction.”
Another scenario is the failure of mobile devices, such as when the batteries of guests' smartphones or door locks run out.
Ronald Arndt emphasized: “It’s essential to monitor the systems. We notify staff, for example, when a door lock battery is running low.”
Redundant systems and well-thought-out emergency plans are essential to handle such situations. Anke Reindl explained her strategy: “We have agreements with neighboring businesses to support us if we are unavailable.” These quick response times and support from partner businesses ensure that guests are not left in the lurch in case of a failure.
Additionally, alternative solutions such as physical keys and manual check-in options should always be available. Christian Schmiedke added: “It’s important to consider potential system failures from the start. What do I do if the worst case happens?”
By planning and implementing these measures, hotels can ensure smooth operations and high guest satisfaction, even in the face of technical issues.
Conclusion: Efficiency and hospitality
A fully automated check-in process creates more time for personal experiences and offers a valuable alternative during off-peak times. By seamlessly combining efficiency and hospitality, hotels can not only maximize guest satisfaction but also significantly enhance their operational efficiency. The key is to ensure that the technology adapts to the guests' needs and the hotel concept, not the other way around.
Overall, a well-thought-out self-check-in process, supported by technological innovations and flexible solutions, offers significant value for the hotel industry. Hotels that successfully implement these approaches will be better positioned to meet their guests' expectations and deliver an outstanding experience.
