Self-service technology is becoming increasingly prevalent in the hospitality industry, and it’s not hard to see why. With the rise of smartphones, tablets, and other mobile devices, guests are now accustomed to having control and convenience at their fingertips. Self-service technology can offer several benefits to the hotel guest journey by streamlining processes and improving efficiency.
Examples of self-service technology in hotels
There are various self-service technologies available in hotels that support the guest journey. Here are some examples:
- Self-check-in kiosks: These kiosks allow guests to check themselves in and print their own room key without having to interact with a front desk agent. Some hotels also offer mobile check-in, where guests can use their smartphone to check in and receive their room key via the hotel’s mobile app.
- In-room tablets: Some hotels provide tablets in guest rooms that allow guests to order room service, make requests for housekeeping or maintenance, control room temperature and lighting, access hotel information, and more.
- Mobile apps: Many hotels have developed mobile apps that allow guests to book their stay, view their reservation, check in and out, access their room key, request services, and more.
- Room service ordering via mobile app or in-room TV: Guests can use a mobile app or in-room TV to order food or drinks to be delivered directly to their room without having to call room service.
- Virtual concierge: Some hotels have replaced traditional concierge desks with virtual concierges that guests can interact with via a touchscreen or mobile app. These virtual concierges can provide recommendations for restaurants, activities, and local attractions.
- Express check-out: With express check-out, guests can review their bill and settle any outstanding charges without having to visit the front desk. They can simply drop off their room key or leave it in their room and exit the hotel.
These self-service technologies can improve the guest experience by offering convenience, flexibility, and control to guests, while also reducing workload for hotel staff.
Benefits of self-service technology in hotels
One of the main benefits of self-service technology in hotels is convenience. Self-service kiosks, in-room tablets, and mobile apps can provide guests with easy access to hotel services and amenities. Guests can order room service, request housekeeping or maintenance services, control room temperature and lighting, and access hotel information all from their own device, at their own convenience. This can be especially beneficial for simple requests that don’t require human interaction, such as ordering extra towels or requesting a specific type of pillow.
Another benefit of self-service technology is time-saving. Self-check-in kiosks and mobile check-in can save guests time by reducing wait times for check-in, check-out, and other common transactions. Guests can use self-service kiosks or mobile apps to complete these tasks quickly and easily, without needing to wait in long lines or deal with slow service. This can be especially helpful for guests with tight schedules or who are in a rush.
Mobile Keys as key part of self-service technology in hotels
Mobile keys or mobile hotel room access is another example of self-service technology that can benefit the guest journey. With mobile keys, guests can use their smartphone to access their hotel room, eliminating the need for physical room keys. This can provide added convenience and security, as guests don’t need to worry about losing or misplacing their room key.
Mobile keys offer several benefits for both guests and hotels. For guests, mobile keys provide added convenience and security. They don’t need to worry about carrying or potentially losing a physical room key. Additionally, if a guest loses their phone, they can quickly and easily disable the mobile key remotely. This adds an extra layer of security, as compared to physical keys, which could potentially fall into the wrong hands.
For hotels, mobile keys can also improve operational efficiency. With mobile keys, hotels can reduce the cost of issuing and replacing physical keys. They can also use data analytics to track guest movement, gain insights into guest behavior, and streamline housekeeping operations. Overall, mobile keys can provide an added layer of convenience and security for guests, while also improving operational efficiency for hotels.
Self-service technology can also offer customization options for guests. In-room tablets or mobile apps can enable guests to customise their stay by choosing amenities or services that suit their needs. For example, guests can use these devices to order specific food items or request a specific type of pillow, rather than having to rely on a front desk agent to understand their preferences.
Reduced errors and 24/7 availability are other benefits of self-service technology. Guests can enter their own information into a kiosk or mobile app, reducing the likelihood of typos or other mistakes. This can improve accuracy and reduce the need for follow-up interactions with hotel staff. Self-service technology can also be available to guests at any time, day or night, allowing them to access services and information whenever they need it.
In conclusion, self-service technology can offer many benefits to the hotel guest journey. It can provide convenience, time-saving, customization options, reduced errors, and 24/7 availability. Hotels that invest in self-service technology can improve the guest experience, and in turn, increase guest satisfaction and loyalty.