The new hotel arrival: Smarter check-In, digital keys and self-service
Self check-in and keyless entry have evolved rapidly in recent years, helping both guests and accommodation staff
Long queues and wait times, complicated systems to navigate, and extra things to remember are not usually on the must-have list when planning the perfect holiday.
Yet these things are often a reality for travellers at their accommodation. Busy front desks, plastic keys to keep track off, and hard-to-use door lock or self-check-in stations can cause frustration and negatively impact a guest’s stay.
Read the latest edition of AccomNews HERE
Happily, there are many solutions to ease these pain points, helping both guests and accommodation staff. Modern self-check-in stations and pre-arrival check-in, as well as digital and mobile keys can save time for staff, improve safety and security and keep guests happy.
Michael Benikos, Managing Director at Vingcard – ASSA ABLOY, knows well the benefits of these technologies. “Digital keys and self-check-in streamline check-ins and also reduce wait times, allowing staff to dedicate more time to personalised service, which will elevate guest satisfaction.
“Coming from someone who travels a lot, there’s nothing worse than arriving at a hotel after a long flight and taxi ride and then having to wait 10 to 15 minutes to check in.”
Easy breezy check in
For most of us, if we’re taking a flight, we will opt to check-in digitally before we arrive at the airport. This makes things much quicker and easier on the day of the flight, with no lining up to check-in onsite.
Now, pre-check-in is available for hotel and motel guests. This means no waiting at the front desk, and guests can start enjoying their stay as soon as they arrive at their accommodation property. Typically, guests will access online check-in through a website portal or link sent to their phone or email.
Similarly, self-check-in technology is evolving. Again, this help travellers to skip the queue and head straight to their room, while also easing the pressure on front desk staff.
Related AccomNews story: Nesuto Docklands Apartment Hotel: Intelligent design in action
Pre-check-in and self-check-in are both particularly useful for travellers arriving outside of regular reception areas. Staff do not need to be onsite to check these guests in.
“Self-check-in is evolving, and is becoming more common across accommodation properties,” Mr Benikos said. “When they arrive at the property, guests can check themselves in using tablets, and keys are then digitally issued.
“Web check in is also available, where guests can check in before they arrive at the hotel. Then, they can either access their digital key and proceed directly to their room on arrival, or pick up a card via a self-check-in station or from the front desk.”
Key-free contactless access
Key-free, digital access is quickly becoming the norm across accommodation properties.
“In recent years, there have been remarkable advancements in contactless technology within the hospitality industry. Mobile phone key solutions, and room keys integrated into mobile phone digital wallets, have significantly enhanced guest convenience,” Mr Benikos said.
“Hotels have a choice, with a variety of options for guests to access digital keys on offer. Operators can use an app connected to a loyalty program, or send keys directly to a guest’s digital wallet from an email or text message.”
Rather than ditching the physical keys altogether, some properties give guests a choice of a physical keycard or mobile phone key. Consider what’s right for your guest demographic. Digital keys are only convenient if the guest feels comfortable using them.
Beyond the easy access benefits, switching to mobile phone key solutions reduces waste, as plastic keys do not need to be disposed of. The cost of procuring the keys is also eliminated.
Related AccomNews story: Mobile Wallet keys simplify access for EVT Hotels & Resorts
Technology that talks
As with most systems at an accommodation property, integration, and the ability for each piece of technology to talk to the others, is important for access systems.
Manual data entry can be eliminated when the check-in platform, payments and property management system are all integrated. This saves staff considerable time, as they do not need to manually enter the same data across multiple platforms.
Additionally, connected technology can provide a searchable history of every check-in timestamp, door unlock event, and financial transaction, providing enhanced property security and compliance.
Some systems automatically generate a digital room key once a guest completes payment and online check-in. This eliminates another touchpoint for hotel staff, who will not need to create the key themselves.
Operators will also benefit from improved security with mobile phone keys. These keys are less likely to be lost or stolen than physical keys, and can be quickly and easily deactivated by staff. Mobile phone keys can also be updated easily for room changes, late check-outs or cancellations.
“Online systems can monitor battery levels of locks and other devices, cancel lost cards remotely and alert staff of doors not secured. The system can also alert staff to wandering intruders trying cards on locks they have stolen or found to see if they work,” Mr Benikos said.
“To future proof digital solutions, properties should invest in products with hardware that is upgradeable by firmware or software rather than new hardware. Technology is changing rapidly, and if hotels would like to use the newest technology, upgrades will be required more often in the future.”