Contactless check-in allows a guest to check into a hotel without any physical contact with staff or items like pens, paper, or room keys
While the adoption of self-check-in/out systems had already been increasing worldwide, the Covid-19 crisis has turned it into a necessity. These aren't just edgy things used by big hotel chains, but something guests have come to expect of all hotels.
Even before the pandemic, check-in was never a good way to leave a long-lasting, positive impression. After a long drive or flight, most guests are just too tired to go through tedious paperwork at the check-in counter.
Nonetheless, a guest's arrival and check-in is the most crucial part of the customer service journey. While you might think that self-check-in systems in hotels sound futuristic, people have already been checking in online for flights. As such, it's not a foreign concept but something easily doable. Here is the customer journey to explain more.
A guest's arrival and check-in is the most crucial part of the customer service journey
6 Benefits of Contactless Guest Check-In
There are many benefits of updating traditional guest check-in procedures for new, contactless check-in. Those include:
1. Reduces Risk of COVID Transmission
The main reason contactless check-in has been widely adopted in recent months is to avoid unnecessary contact between guests and staff. If guests can check-in via their mobile device, it allows hotels an alternative to risky guest and staff interactions.
Guests travel from around the world, have been in contact with hundreds of people in airports, taxis, and public transportation. Hotel reception staff are around hundreds of travels a day. It only takes one COVID case to turn into an outbreak in your hotel, potentially causing shutdowns to take place – and worse, putting your guests and staff at risk.
2. More Convenient for Guests
Allowing guests to self-check-in means a better experience. No longer will they need to wait in line at the hotel reception and go through a series of questions that they could answer online themselves. With self-service check-in, guests can do all of this from the comfort of their mobile devices.
3. Sends Important Hotel Information Directly to Guests
With mobile check-in, hotels are able to send over any new COVID rules and regulations to their guests, as well as any other important information on the hotel and its services. Hotels can include things such as check-out time, cleaning schedules, hours for the pool and gym, and a link to their room service menu.
4. Improves Hotel Staff Productivity
There are dozens of tasks hotel management is tasked with. Freeing up your reception desk staff’s time allows them to focus on other hotel tasks and issues, creating a better experience for your guests and positively impacting your hotel’s bottom line.
5. Collects Data to Understand Guests Better
By having your guests fill out forms and submit their information through an online portal, you are able to collect your guests’ data into funnel it into your CRM or marketing platforms. You’ll be able to understand your guests better by seeing what time they’re checking in and collect key data such as their email addresses. This will allow you to send remarketing campaigns for future stays, send review requests, and launch re-marketing ad campaigns.
6. It’s a New Marketing Channel
Not only can you collect guest data for future marketing campaigns, but you can also use guest contactless check-in as a new channel as an advertising tool. You could push marketing messages for your ancillary revenue add-ons such as room service and spa offerings or can sell space to local restaurants and events looking to target your guests.
We could offer considerable solution as below;