January 21 2013
Posted in: Self service

Digital Check-In Enhances guest Satisfaction!

Checkin is still a big stumble block in many hotels, and often not a very nice experience.

It’s cumbersome, often guests are asked to enter all their personal details on a registration card (again), they have to wait in line and sign a piece of paper before they are given a key. The room key represents the biggest barrier around self service check in. Here are some more interesting ways on how IHG and Hilton are working to make the checkin experience more efficient and pleasant, mostly from a kiosk device, but already with some thoughts to be able to do it from a smartphone, here are some interesting thoughts from www.hotelnewsnow.com.

“REPORT FROM THE U.S.—As new technologies emerge and evolve within the hotel industry, hoteliers continue to analyze which tools will effectively increase guest satisfaction.
Some brands have identified the ability to give guests choices during the check-in process as one way to do that, but there is some question as to whether or not the implementation of these tools actually is more efficient for the guest.

Checking-in with kiosks
As part of its Crowne Plaza refresh initiative, InterContinental Hotels Group conducted extensive research on the amenities that guests, particularly business travelers, want out of a hotel stay.

“They want us to value their time,” Gina LaBarre, VP of brand delivery for the Americas division of IHG, told HotelNewsNow.com earlier this year during the company’s Americas Investors and Leadership Conference.

“One way we feel like we can do that … is to provide different options for check-in,” she said.”

I think what is important to note from this article is not so much the kiosk, but really the different approach each brand takes, and the growing multiple ways guests can choose to check in. Hotels will have to start looking beyond traditional check in at the front desk and the kiosk. They need to explore other alternatives, such as the SmartPhone.

Read the entire post at www.hotelnewsnow.com