Seamless stay: How digital check-in and check-out enhance the guest experience
In the 1990s, the Houston Airport experienced an increase in complaints from passengers regarding waiting time for luggage. Their initial response was to throw more resources at the problem by hiring additional staff and expanding the baggage handling system. The wait time was reduced to seven minutes, but complaints from passengers persisted, making the baffled airport authorities decide on another approach.
Houston Airport's staff understood that for passengers, waiting can be excruciating and not just about the minutes but rather about how passengers perceive those minutes. This led to them calculating how much time it took for passengers to walk from the plane to the baggage claim and deciding to extend it from a minute to 7 minutes. By just parking the planes further away, they eliminated the 7-minute wait time by keeping the travelers occupied. The extra time spent walking to the belt meant more time for bags to be unloaded. In the end, passengers spent less time waiting at the baggage claim.
Waiting is a universally hated game that customers often play in the hospitality industry. We've all been there. After a long-haul flight, your heart is brimming with anticipation to get to your hotel room. But we find ourselves in a long queue, waiting around for what feels like an eternity just to check in. Just like the exemplified airport, hotels can transform the agonizing wait of traditional check-in and check-out. The key is to reduce the perceived wait time for guests. How? Through digital solutions that offer a more engaging experience.
Mobile check-in
Check-in management typically involves a series of steps such as registration, verification, key allocation, billing setup, and guest orientation, and usually only happens after surviving often long front desk queues.
Today's guests find the traditional hotel check-in management painful, especially after arriving at the hotel after a grueling day of travel. Mobile check-in allows guests to check in online using an app or website. From the comfort of their home or while traveling, they can verify details or provide payment information. Upon arrival, simply grab their key (or use a digital keycard) and head directly to their room. Mobile solutions give guests more control from the comfort of their homes or while traveling.
A good app for hospitality businesses and short-term rentals is the Nevron Mobile Solution, which can seamlessly integrate with your hotel's property management system. This means all guest information, room availability, and preferences are synchronized in real time. This creates a consistent and frictionless experience for guests, regardless of how they check-in.
Mobile check-out
In hospitality, your welcome should be just as enthusiastic as your goodbye. The final hours of a hotel stay can often be a source of frustration for guests. Waiting in line to settle bills and return keys can eat into precious vacation time or add stress to a business trip. Fast mobile check-out offers a solution, transforming the departure process into a seamless and convenient experience.
Guests can check out from the comfort of their room using their hotel room TV. The Nevron IPTV also supports multiple languages for international travelers. No more waiting in line or rushing to reception before a flight. With a few taps, they can review charges, settle their bill securely, and check out without a hassle. Fast check-out eliminates queue times, allowing guests to depart on their own schedule. This is particularly beneficial for early morning departures or guests with tight time constraints.
By eliminating the uncertainty and potential delays of traditional check-out, online fast check-out options create a calmer and less stressful departure experience. Guests can focus on packing and preparing for their onward journey, leaving the hotel with a positive final impression.
Self-service kiosks
Variety is the spice of the hospitality industry. Not every guest is comfortable using a smartphone app. Self-service kiosks powered by the Nevron Mobile Solution offer an inclusive alternative, ensuring all guests benefit from streamlined check-in and check-out. This is especially important for guests who might not be able to use their phones due to low batteries or WiFi issues.
During peak hours, lines at the front desk can be a major pain point. Kiosks disperse guests, offering additional check-in or check-out points. This speeds up the process for everyone and reduces wait times. Also, modern kiosks powered by the Nevron Mobile Solution support multiple languages. This is a major asset for international travelers, removing the stress of communication barriers and ensuring a smooth experience for guests from all over the world.
Digital keycards
Digital keycards are the final puzzle piece in a truly frictionless check-in/out process. After completing check-in on their smartphone or at a kiosk, guests can receive their digital key instantly. No more waiting in line to return a keycard! With a digital key, guests can check out with a single tap in their hotel app.
Misplaced keycards are a common frustration, both for guests and hotel staff. Digital keycards, stored securely on a guest's smartphone, eliminate that problem. No more expensive key replacements. Digital keycards are inherently safer than traditional keys. Plus, if a guest's phone is lost, the digital key can be quickly deactivated remotely. The Nevron Mobile Solution can easily integrate with other digital key services to provide guests with ease and state-of-the-art hospitality.
Why you should implement digital check-in and check-out at your hotel
Hotels that implement digital check-in could experience a wide range of benefits, including:
Reduce staff workload
Implementing digital check-in and check-out at your hotel greatly improves operational efficiency by reducing workload. With digital check-in, guests can complete the registration process online before their arrival, thereby eliminating the need for front desk staff to manually input guest information. This not only speeds up the check-in process but also reduces workload and ensures accurate data entry.
Similarly, digital check-out enables guests to check their bills and leave feedback electronically, bypassing the need for face-to-face interactions with staff. This not only saves time for both guests and staff but also reduces congestion at the front desk during peak hours.
Huge cost savings
Implementing digital check-in and check-out at your hotel leads to significant cost savings, primarily by reducing labor costs associated with traditional manual processes. With digital check-in, guests can complete registration online, minimizing the need for front desk staff to handle paperwork and manually input guest information.
Similarly, digital check-out eliminates the need for staff to assist guests with settling their bills and collecting feedback in person. By automating these processes, hotels can operate with fewer front desk personnel, resulting in lower payroll expenses.
Moreover, digital check-in and check-out systems often integrate with property management and customer relationship management software, allowing for more efficient management of room inventory, guest preferences, and service requests.
Better guest/staff interactions
Implementing digital check-in and check-out leads to better guest-staff interactions by freeing up front desk agents to focus on delivering exceptional, personalized customer service.
Rather than being tied down by administrative tasks, such as paperwork and processing payments, front desk agents can devote their attention to welcoming guests, addressing their needs, and providing personalized recommendations or assistance. This creates a more welcoming atmosphere, enhancing the overall guest experience.
Furthermore, with digital check-in and check-out systems often integrated with customer relationship management software, front desk staff have access to valuable guest information and preferences at their fingertips. Armed with this knowledge, they can anticipate guest needs, offer tailored recommendations, and resolve any issues more efficiently. upgrades,
Increased revenue opportunities
Digital check-in and check-out can lead to increased revenue opportunities for hotels in several ways:
- Upselling and cross-selling: Digital check-in systems can prompt guests to upgrade their room or order additional services, such as breakfast packages, spa treatments, room upgrades, or airport rides. By presenting these options during the check-in process, hotels can capitalize on guests' willingness to enhance their stay, thereby increasing revenue.
- Operational costs: By automating the check-in and check-out processes, hotels can streamline operations and reduce labor costs. With less staff needed to handle administrative tasks, such as paperwork and payment processing, hotels can reallocate resources to revenue-generating activities, such as sales and marketing initiatives.
- Enhanced guest experience: Digital check-in and check-out contribute to a seamless and efficient guest experience, which can lead to higher guest satisfaction and repeat bookings. Satisfied guests are 12% more likely to return to the hotel, and 29% recommend it to others, ultimately driving revenue growth through increased occupancy and positive word-of-mouth referrals.
- Personalised offers: Through integration with customer relationship management software, digital check-in systems can access guest preferences and past booking history. This enables hotels to tailor personalized offers and promotions based on individual guest profiles, increasing the likelihood of upselling and generating additional revenue. This can lead to a more positive guest experience, repeat visits, and post-stay marketing opportunities.
Improved guest satisfaction
According to a Deloitte study, guests are more likely to rate their level of satisfaction above 60% when they feel engaged in a personalized, authentic, and attentive experience. Digital check-in and check-out systems can significantly improve guest satisfaction by enhancing convenience, efficiency, and personalization throughout the guest experience. Here’s how:
- Convenience: Digital check-in allows guests to complete the check-in process remotely, whether it's via a mobile app or website. Similarly, digital check-out enables guests to settle their bills and provide feedback quickly and easily, without the need for face-to-face interactions.
- Efficiency: By automating the check-in and check-out processes, hotels can streamline operations and minimize wait times. Guests appreciate the efficiency of digital check-in, especially during busy periods or when they're in a hurry.
- Personalisation: Digital check-in systems can capture guest preferences and special requests, allowing hotels to personalize the guest experience from the moment of arrival. Whether it's room preferences, dietary restrictions, or leisure activities, hotels can use this information to tailor the guest experience to individual needs and preferences, enhancing overall satisfaction.
- Communication: Digital check-in systems can also facilitate communication between guests and hotel staff, allowing guests to communicate their needs or request assistance conveniently. Whether it's arranging for room service, requesting additional amenities, or seeking local recommendations, guests appreciate the ease of communication enabled by digital platforms.
Reduced environmental impact
Consumers are increasingly concerned about climate change and sustainability. According to Operto, 85.6% of travelers say they would pay more for an eco-friendly hotel. Digital check-in and check-out systems can contribute to a reduced environmental impact in several ways:
- Paperless processes: Traditional check-in and check-out processes often involve printing paper documents, such as registration forms, receipts, and invoices. By transitioning to digital check-in and check-out systems, hotels can eliminate the need for paper, reducing paper waste and the environmental resources required for paper production.
- Energy savings: Digital check-in and check-out systems operate using electronic devices, such as computers, tablets, and smartphones. Compared to traditional paper-based processes, which rely on printers and copiers, digital systems consume significantly less energy, leading to reduced electricity consumption and lower carbon emissions.
- Sustainability messaging: Implementing digital check-in and check-out systems allows hotels to communicate their commitment to sustainability and environmental responsibility to guests. By showcasing eco-friendly practices and initiatives, hotels can appeal to environmentally-conscious travelers and position themselves as environmentally responsible brands.
Conclusion
Digital check-in and check-out processes are no longer a luxury; they're fast becoming an expectation. Guests demand convenience, personalization, and a frictionless stay. By embracing technologies like mobile apps, self-service kiosks, and digital keycards, hotels can meet these demands and create a truly remarkable guest experience.
The Nevron Mobile Solution transforms the way guests interact with your hotel. This state-of-the-art technology empowers guests to personalize their stay on their own terms. They can conveniently check-in and access all your hotel's services and amenities right from their fingertips. Whether it's ordering room service, booking spa treatments, requesting housekeeping, or exploring local attractions. This mobile solution eliminates the need to call or visit the front desk. This streamlined experience not only enhances guest satisfaction but also frees up precious staff time for exceptional guest service. Book a demo to learn more about how this Nevron solution can help your business.
