Expert Insights - Laurent Cardot - part 1

As part of our “Expert Insights” series, we had the opportunity to talk to Laurent Cardot, Founder and CEO of Ariane Systems, to understand the current challenges and the future of the hotel industry.

What are the current challenges, as you saw them, for the hotel industry?

The hotel industry is facing several significant challenges. The first is how to welcome guests safely while maintaining proper social distancing.

Probably the biggest challenge, however, lies ahead reduced international travel and fewer visitors overall. Hotels are now operating with very low occupancy rates, which directly impacts profitability.

To stay viable, hotels must adapt to making a profit at only 20–30% occupancy. Previously, they needed at least 50–55% occupancy to break even. Reducing fixed costs to meet this new threshold is a major hurdle for the sector.

Another serious challenge is staffing. In hospitality, managing costs is crucial, but finding the right people has become even harder. Many employees were furloughed, and a large number have since moved to other industries.

Overall, those are the key issues hospitality needs to address in 2021.

What kind of advantages do self-service and Ariane solutions bring to the hotel industry?

here are multiple benefits, but when calculating ROI (Return on Investment), we usually group them into three key categories.

1. Guest Experience

The first benefit is the guest experience. Guests expect a safe, contactless way to check in — either through their own device or a kiosk. Both options support a hygienic, digital-first experience.

In the long term, everything is moving online. Guests want to manage bookings, check-ins, and room options independently. This digital shift perfectly aligns with market expectations and modern traveler behavior.

2. Cost Efficiency

The second advantage is cost reduction. Self-service check-ins cost only 15–20% compared with physical check-ins. This represents significant savings at a time when hotels must reduce operating costs to remain profitable.

3. Increased Revenue Opportunities

The third benefit is upselling potential. Self-service systems open the door for new revenue streams — such as room upgrades, early check-ins, late check-outs, or additional service packages.

Interestingly, guests are more likely to purchase when using self-service technology than during face-to-face interactions.

In short, guest experience, cost savings, and new revenue opportunities are the three main drivers behind a strong ROI for self-service technology.

How do you see that self-service products can help hotels during the current pandemic and the situation they are facing right now?

One of the biggest advantages is speed of implementation. Self-service technology can be deployed in weeks, not months, making it an immediate solution for hotels in recovery mode.

Hotels also need more versatile employees who can handle multiple tasks — from check-ins and bookings to breakfast service and guest support.

By automating check-in and check-out — traditionally busy, time-intensive processes — hotels can free up staff time for higher-value work.

In the short term, this helps reduce operating costs and improve efficiency. In the long term, it allows hotels to lower their breakeven point and become more sustainable during uncertain periods.