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Friday, September 29, 2023

Enhancing Guest Experience – How Self-Check-In Kiosks Benefit Hotels

Great guest experiences are often simple and easy. They’re also incredibly memorable. Kiosks reduce human error, take a task off hotel staff and allow them to deliver more personalized service. This can be done by leveraging the data guests input into the kiosks, which is then easily accessible by your team when they check in again.

Reduced Wait Time

When guests check in at a hotel kiosk, they bypass front desk lines and the need to wait to speak with a receptionist. This can significantly reduce the time it takes for a guest to get their room key and start enjoying their stay at the property.

Kiosks can also help to automate several tedious tasks that typically need to be completed by a front desk worker, such as meeting registration forms and collecting payment. This allows employees to focus on more important tasks and improve customer experience. Many guests are busy traveling on business or vacationing with family and friends and don’t have time to wait for someone to assist them. An automated kiosk that can verify their identity through facial recognition, customized QR code, or government-issued ID allows them to skip the line and get on with their trip.

Additionally, a kiosk can offer up-selling opportunities that your staff might need more time to provide during a typical checkout process. With a touch screen, it’s easy to sell room upgrades and extra services that can boost your revenue and customer satisfaction. Adding this convenience for your guests will make your hotel stand out.


Increased Revenue

In times of economic pressures, increasing labor costs and changing guest preferences towards contactless service, hotel owners and managers are under more stress than ever to deliver a high-quality customer experience. A self check-in kiosk hotel can reduce front desk lines by enabling guests to skip the line and register themselves independently using their name, email address, and booking number or scanning their government ID. Kiosks also provide hotels the opportunity to upsell additional services and amenities.

Guests are typically more open to purchasing other products and services when asked on their terms, without needing to talk with a staff member face-to-face. This can increase hotel revenue in a way that does not require extra personnel or increased labor costs.

Moreover, self-service solutions can be programmed to offer recommendations and personalized information to guests during pre-check-in and throughout their stay. Personalized experiences like this are what sets a hotel apart from its competitors. When guests feel that their needs and expectations are addressed before, during and after their visit, they are more likely to maintain loyalty to the brand and return for future stays. This is why digital engagement is a key part of any hotel’s marketing strategy today.

Increased Convenience

With hotel check-in kiosks, guests can skip the front desk line and sign in with their name, email address or booking number. This reduces lobby wait times for guests while allowing them to speak with staff for additional questions or personalization requests.


Kiosks can also help hotels reduce their front desk overhead by handling the majority of check-in and checkout services. This allows the staff to focus on more critical tasks, such as addressing guest inquiries, providing personalized services and ensuring that all hotel operations run smoothly. Guests can also use self-check-in kiosks to purchase room upgrades and extras, which helps hotels increase profitability.

Additionally, kiosks can record a guest’s previous stays and other information, such as their favorite food or amenities, which the hotel can easily retrieve for future promotions and up-selling opportunities. While all hotel staff strive to provide the best possible customer service, there is often only so much they can do within a limited time. However, with a self-check-in kiosk, they can continue to provide the personalized touch that leads to great reviews and brand loyalty.

Increased Customer Satisfaction

In addition to improving efficiency, self-check-in kiosks improve the overall customer experience. They provide a sense of independence and efficiency while reducing guest frustration with long wait times. This leads to greater satisfaction when guests are in the hotel and can positively influence how they perceive the brand. In the same way that self-service kiosks help to bust lines at retailers, airports and grocery stores, they can do the same for hotels. Kiosks allow guests to skip the front-desk lobby line, checking them in by name, email address, booking number or scanning their government ID — significantly shortening reception desk wait times and queues.

Additionally, like the retail above and restaurant kiosks, they are more successful at upselling upgrades and services to customers than traditional check-in methods. Customers can browse and purchase add-ons at their own pace without the pressure of an awaiting staff member.


This can be especially appealing for customers who are averse to being sold face-to-face. Moreover, kiosks can act as an on-demand concierge to recommend local restaurants, amenities and services for the duration of the stay. Easy content management means new information and updates are always available, even during downtimes. With the ability to communicate with customers in their native language, the right solution can transform a hotel’s digital customer experience.

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