Find out the benefits of self-service technology and what's in it for you
Nowadays passengers can easily check in online and save valuable time. Some airports already provide automated passport control allowing passengers to digitally scan passports.
Nowadays passengers can easily check in online and save valuable time. Some airports already provide automated passport control allowing passengers to digitally scan passports. Although the implementation of those innovations is very predominant at airports, self-service appears in other areas of our lives too like ATMs, ticket machines and online banking. While some parts of our lives have become automated, others such as the hotel industry are still sticking with traditions. By introducing self-service like in-room tablets, online-concierges or mobile check-ins/outs, hotels can provide an enhanced experience, resulting in higher customer satisfaction and therefore increased upselling revenue.
What benefits are there for hotels and guests by implementing automated processes?
Advantages for hotels
A simple hotel room is no longer enough to satisfy the traveler. As a result, hoteliers are desperately looking for new ways to enhance their overall experience and differentiate themselves from others. According to NCR, 85% of customer prefer brands that offer different forms of self-service. Therefore hotels need to pay attention to the ongoing trend to stay competitive in the market. Still, customers expect the same service level from self-service innovations as they would receive from a person. Hence, hotels need to stay on top of the technology and provide benefits that go beyond what the competitor provides to impress the customer and build an innovative brand. If self-service is implemented correctly and gives the customer the ability to acquire service quickly and easily, it will influence the choices they make, resulting in repeat purchases.
A study by Accenture has shown that by adding self-service, companies could see $1-3 million in annual savings. As guests use self-service technologies to solve their problems on their own, repetitive and time-consuming processes can be avoided and costs can be reduced. The hotel can serve more customers with fewer resources thus, increase productivity and employees will have more time to help the company by other means.
Today’s hotels offer customers to order room service via in-room tablets, allowing guests to make table reservations, spa appointments or other hotel services anytime and anywhere they want, leading to increased sales.
Advantages for guests
A study by Opinion Research Corp. has shown that 76% of 1000 hotel guests prefer to have the opportunity to check in before the arrival to avoid frustration. conichi's technology solution allows guests to select check-in and check-out times. By submitting a pre-filled guest registration form to the hotel and the ability to pay mobile, guests can check in/out in the browser no matter where they are. The flexible check-in/out gives guests a sense of freedom making them more satisfied.
Self-service innovations such as in-room tablets provide guests with control of hotel amenities like room temperature, lighting or bathroom settings. With just a few clicks guests can make their standard room more personalized.
An important advantage of self-service is the opportunity to save time. Self-service is not affected by opening hours or public holidays. The smartphone enables guests to access the service constantly.
As self-service becomes a more standardized part of everyday life, hotels need to adapt to new changes, in order to not miss important financial benefits. When this is properly implemented, it can help improve efficiency and provide guests and hotels with a more seamless hotel experience. It also shows that the hotel appreciates its client's time, which creates a positive reputation.