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Online check-in solutions & check-in kiosks enable hotels to cater to the growing demand for self-service options from the modern guest. Whatever the delivery device, solutions which categorise themselves in online check-in & check-in kiosks are t...
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What is an Online Check-In & Check-in Kiosk Solution?
Online check-in solutions & check-in kiosks enable hotels to cater to the growing demand for self-service options from modern guests. Whatever the delivery device, solutions that categorise themselves in online check-in & check-in kiosks are those covering the historical core steps defined in a hotel check-in and check-out. In its most classical sense, the check-in of a hotel is defined by the combination of capturing the registration form and signature on paper, invoice data, and the room key delivery. This process can be digitized and streamlined. For the checkout process, the combination of payment, invoice dispatch, and key retrieval is required to be covered by the tool.
There is a distinction to be made between online registration form providers, mobile check-in, and fixed kiosks at the reception. Mobile check-in and kiosk solutions qualify for the full definition of the category whereas online registration form solutions only allow hoteliers to, incrementally, speed up the process at the front desk but are not to be confused with fully automated check-in and out solutions which automate room key delivery and payment processing.
The regulations to digitize this process varies from country to country. For example, in Germany this was enabled through the long-awaited amendment to the law on the Federal Registration Act from January 1st 2020, allowing for digital registration, via Strong Customer Authentication (SCA) procedure via credit card or eID through which this process can be completely digitalized and automated.
What are the benefits of adding an Online Check-In & Check-in Kiosk Solution to your hotel?
Depending on the hotel’s needs and the property type you can implement this in 3 different ways:
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Online check-in: With the online check-in functionality, guests can check-in before their arrival at the hotel. You can also offer the possibility of filling out a registration form in advance to shorten the check-in process. This process can be completed by an additional tool or as an additional feature from the hotel’s Property Management (PMS) provider.
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Assisted check-in: Assisted check-in is a new way to offer a modern and flexible check-in service. It usually consists of a combination of both online check-in and check-in kiosks, giving the hotel’s guests the possibility to control their check-in independently or to offer them a flexible, personal service. Business hotels, in particular, like to offer this self-check-in on kiosks, with on-site assistance. This type of check-in process can increase the hotel’s staff efficiency, decrease the waiting time in between guests’ arrival and overall offer more flexibility for guests and staff alike. Nowadays, self-check-in with kiosks is no longer done on large, bulky devices, but works with visually appealing Ipads or similar user-friendly devices.
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Fully automated check-in: Fully automated check-in processes are also available, combining kiosks and online processes. This type of automated check-in is mostly used for serviced apartments with no actual reception desk and staff on-site, such as Stayery, but through the pandemic has gained traction with hotels too. For this level of automation, it is key that all parts of the check-in and check-out process can be automated and requires extensive 2-way integration of the PMS, door lock system, and payment gateways.
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Meet the hotel’s customer’s wishes: One of the main benefits of online check-ins and check-in kiosks is the possibility to enhance the hotel’s customer satisfaction. It lets guests take control of their stay entirely, as they can skip the line at the reception, access their room more rapidly, book an upgraded room type, add extras like a breakfast deal (and more) independently and quickly. For example for business travelers, it’s usually a matter of convenience and speed. Getting to their room as fast as possible after a long day at work, is the real luxury for them. With online check-ins and check-in kiosks, they will be able to skip lines and that will certainly increase their satisfaction.
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Increase operational flexibility and reduce costs: The hotel will also be able to reduce the labor costs and lengthy processes at reception. The hotel staff will have more time to focus on the customer’s experience and take time with the guests that enjoy personal service. If the hotel completely automates this process it is possible to eliminate the reception desk and still allow 24/7 check-ins and walk-ins.
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Generate ancillary revenues: Another benefit is automated upselling. The hotel staff might not always have the time or the opportunity to try to upsell during a check-in procedure. With an online check-in system and on check-in kiosks, upselling offers can pop up automatically for each customer, therefore increasing the chances of additional revenue.
What are the relevant trends for online check-ins and check-in kiosks?
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Contactless service: Especially through the Covid-19 pandemic many guests are looking for a contactless guest journey. This means reducing human touchpoints and interactions. This was also already a thing amongst frequent business travelers.
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Addressing generation Z: Generation Z was born with technology and they are constantly connected, way more than any other segment market. For any brand aiming to serve this upcoming generation of buyers, a priority must be put on implementing technology in every service area. This includes offering the possibility of online check-ins to these highly tech-savvy customers.
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Hotel Apps: Travelers nowadays are extremely dependent on their smartphones and expect a more digitized guest experience. Hotel apps can not only help hotels enhance the guest experience but also facilitate the service you want to provide and its processes. Keep in mind that the hotel app needs to be relevant and bring value to customers in order for them to actually download it. Offering online check-ins through the app will bring value to the hotel app and will represent a real advantage for the guest. In combination with online check-in, a lot of hotels now offer a smart room key system through their app as well. Guests won’t need to go to reception to retrieve their room key, which will let them access their room more easily and rapidly, making the overall check-in process more seamless.
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Digital registration form: Filling a registration form is always the boring part of check-in. Giving the opportunity to the hotel guests to do it in advance online lets them take control of their experience and enjoy a more relaxed check-in experience. Let the guests fill the form when they have time beforehand in order for them to access their room more quickly when they arrive at the hotel. Before getting a digital registration form system, make sure it complies with the hotel’s country’s regulations. Laws can significantly differ throughout Europe and it’s crucial to keep that in mind before buying new software.
What are the most important features to look for in an Online Check-In & Check-in Kiosk Solution?
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User-friendly interface: When getting an online check-in software or a check-in kiosk for the hotel lobby, the hotel wants to make sure the interface is intuitive and user-friendly enough for all the types of guests to understand and use it easily.
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Check-in kiosk design: Check-in kiosks now exist in many designs and can adapt to the hotel’s concept and decor. They can be placed in the lobby, as well as outside the hotel, for a 24/7 availability for example.
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Check-in upselling: Including an upselling feature is a simple way to try to generate more revenue. An upselling feature will for example enable the hotel’s guests to upgrade their room, add a breakfast deal, and more during the check-in process.
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Strong Customer Authentication (SCA): To digitalise the registration form in Germany it is required by law that the guest identity is confirmed via an SCA procedure using the guest’s credit card or eID.
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Custom questions: Different hotels have different features and require different kinds of information. With the custom question feature, the hotel can make sure that the kiosk fits the hotel’s features and traditional check-in processes. For example, if the hotel has parking, the customer question feature will let you add a field for the guest’s license plate number. (It is important to ensure that this data will also be transferred via integration to the PMS)
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Passport scanner: Depending on the hotel’s country’s requirements, having a passport scanner will be mandatory for the check-in process.
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Walk-ins: A “walk-ins” feature on the check-in kiosk will enable walk-in guests to make a booking directly on the terminal, easily and rapidly. If the hotel does not offer a 24/7 reception or simply to avoid walk-ins walking out because the queue at the reception is too long, adding this feature will help the hotel to increase direct bookings.
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Integrated payment terminal: Integrating a payment terminal in the hotel check-in/out kiosk will let customers pay for their stay and any supplements on their own, easily. This will make the check-in process perfectly seamless and the customer entirely independent.
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Integrated Keycard encoder: An integrated keycard encoder will enable the hotel’s guests to encode their own keycards and make the check-in process completely automated. Staff won’t need to manually cut keycards and guests can check-in autonomously. Note that this feature only works with RFID keycards.
What are the key integrations you should look for when selecting an Online Check-In & Check-in Kiosk Solution?
Depending on the level of automation required the number of integrations can vary. Only through extensive integrations can processes be mapped without manual tasks by employees. Therefore, required integrations for fully automated solutions include the PMS, door lock system, and payment gateways.
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Property Management System (PMS): In order for the hotel to keep track of the occupancy, inventory and of which guests checked in and out, the online check-in software and check-in kiosks need to be integrated with the PMS.
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Payment gateway: The online check-in and check-in kiosks should be integrated into the payment provider, as guests will pay for their stay and/or extras on their own through these devices. (In Germany this is key, as the Strong Customer Authentication happens via the payment gateway)
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Digital key: Integrating the online check-in software and/or check-in kiosks with a digital key software will enable to simplify the check-in process and will provide the customers with a digital key. The check-in process will therefore be entirely independent and guests won’t need to go through reception to access their rooms.
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Upselling: Upselling during check-in can be a great way to increase ancillary revenues. Integrating an upselling software with the online check-in process and/or the check-in kiosks will allow the hotel to propose upgrades, discounts, and deals to the hotel’s customers virtually, increasing the chances of additional revenue.
What is the typical pricing for an Online Check-In & Check-in Kiosk Solution?
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Online check-in tools are typically run on a monthly subscription-based model on a per room per month basis. The pricing can vary quite a lot depending on the required customisation and technical requirements of the hotel. The range is between 1€ and 5€ per room per month. The set-up, implementation, and integration costs can vary from a couple of hundred euros to several thousand euros per hotel.
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Check-in kiosks typically have significant hardware and set-up fees per kiosk with a small additional monthly maintenance fee. The price for a fully fletched check-in kiosk typically ranges between 5’000€ and 15’000€ per kiosk including the set-up fee, payment terminals, and keycard encoders. There are also providers who offer self-service check-in kiosks, which are run on tablets, at an additional fee per room per month. Furthermore, a hotelier needs to include additional construction costs for the fitting furniture or custom cabinets.
What to expect when implementing an Online Check-In & Check-in Kiosk Solution?
The implementation of the online check-in system and check-in kiosks will depend partly on the integration process with the PMS and the payment provider.
When choosing to implement an online check-in system, the hotel will need to decide how they want to establish a new process. The hotel could either choose to send guests an email with an online form or can use an app if the hotel has one or wants to create one. When implementing check-in kiosks, the hotel needs to decide where they should be placed. The hotel will also need to train the staff and see how they would react to the kiosk system. The staff’s tasks will change from a traditional check-in process behind a desk to a flexible, assisted check-in process and the hotel will need to train them for this new job.