Hotel Self-Service Secrets: 20 Reasons Why It's a Must-Invest (And When It Isn't)

67% of hotel owners plan to invest in self-service in the next 1-2 years, as per a recent Skift report. We obviously agree with their strategy and created a list of 20 good reasons why we believe it's a smart investment. However, it's essential also to consider a few factors that might make self-service investment less suitable for your hotel.

20 best reasons why you should invest in hotel Self-service

1. Keep your front desk open 24/7

2. Increase your revenue by selling walk-in reservations.

3. Increase staff satisfaction by making the job more dynamic and promoting meaningful guest interaction.

4. Mitigate staffing issues - reduced need for staff.

5. Increase guest satisfaction by providing an expected service, giving guests a choice.

6. Reduced queuing by allowing more simultaneous check-ins 24/7 - with no additional staff at peak hours.

7. Get additional revenue by upselling packages and products during check-in.

8. Reduce guest time in the lobby (and the logistical problems this gives) by providing online check-in.

9. Increase security by capturing all relevant guest information and scanning ID/passport.

10. Restrict access to hotel reception at night with an outdoor kiosk.

11. Simplify staff scheduling by using self-service as a "backup" colleague.

12. Enhanced guest interaction by using staff as "Welcomer" in combination with kiosk.

13. Improve the digital guest journey with end-to-end automation.

14. Deliver on guest expectation - self-service is not a secondary option; it is often an expected service.

15. Awe your guests by providing the unexpected.

16. Take the stress out of check-in - do it on your own, at your own pace and convenience.

17. Remove the language barrier.

18. Conversion - Ensure all of your OTA reservations are booked directly the next time they visit.

19. Optimize the use of space - redesign your reception.

20. Offer a true digital guest journey - even with mechanical keys.

Do not invest…

Achieving a seamless hotel experience through self-service check-in has evolved from a novel concept into an essential, anticipated, and highly valued service. When executed effectively, this service garners appreciation from hotel staff, management, proprietors, and guests alike. Nevertheless, there are instances where it may not be prudent to embark on a digital transformation project centered around hotel self-service kiosks:

1. Resistance to Operational Change: If your hotel is unwilling to adapt and modify its current operational model to accommodate self-service check-in.
2. Misconception of Technical Solution: It's vital to understand that self-service is a holistic concept that necessitates comprehensive changes across all facets of your hotel's operations to achieve optimal results.
3. Lack of Goal Setting and Staff Engagement: Without clearly defined objectives, staff motivation, and concerted efforts to attain them, self-service kiosks may become little more than a peripheral feature in your hotel's corner.

In conclusion, embracing self-service check-in within the hotel industry is no longer a luxury but a necessity, provided that it is implemented thoughtfully and comprehensively to ensure success. However, it's crucial to address the above-mentioned considerations to maximize the benefits of this modern hospitality service.

Our best advice for a successful implementation

• Keep it simple: Simplify the self-service process for a smoother guest experience.
• Remember your goals: Stay focused on your objectives when implementing automation.
• Continuous evaluation and improvement: Regularly assess and enhance your self-service system.

We've been offering self-service solutions for the past 20 years. If you're interested in learning more about how we can assist you with your smartest investment in 2023 or improve your existing solution to meet your targets, don't hesitate to get in touch with us.