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Technology has proved to assist hotels to manage their daily operations more efficiently. From online booking to smart hotel rooms, every facility that can simplify the work of hotel operators is welcome.
In fact, a 2020 study revealed that 73% of hoteliers agree that self-service tech will become increasingly more important to their business.
Hotel guests are rapidly changing their behaviours and needs, requiring more personalised and engaging services. And more than ever, hotels need to offer them innovative systems to fulfill their expectations and improve their overall experience.
When asked what makes a good hotel stay, 90% of millennials said they would be interested in checking-in in a hotel through their mobile phones and skip slow service and long check-in queues in hotel lobbies.
Since the Covid-19 outbreak, guests are demanding the highest levels of hygiene, social distancing, and sanitisation. Study shows that 84% of guests prioritised social distancing practices in a hotel to feel safe, and 71% of guests are more likely to stay in a hotel offering self-service tech.
A contactless and mobile check-in is a way to empower your guests to have full control over their check-in prior to arrival so they can skip the busy check-in queues. This facility helps to improve your relationship with your guests, create lasting experiences and enhance brand loyalty.
Below we list 8 reasons why online check-in for hotels is a must.
1) It's convenient
Regardless of your hotel's target customer (millennial, business people, backpackers, or seniors), everybody is in a hurry and needs convenient ways to help hasten their tasks. People will love your hotel brand if you give them the option to check-in at their most suitable time on whichever device they have in hand: their laptop, tablet, or mobile.
2) It reduces check-in queues
Your guests might have spent many hours in airplanes, trains, or cars to arrive at your property. With a completed check-in in hand, guests can bypass reception and go straight to their rooms to relax after their busy journey.
Data from our current clients shows that online check-in can reduce check-in times by 70%. This reduces the number of people waiting in queues and limits close contacts in hotel lobbies.
3) It improves customer relationship
Think about the moment your guest approaches the front desk. How much information does the receptionist need to gather from them at the check-in desk? How long does it take to gather all those details, perform the check-in steps in the PMS, cut the room key, sign the paperwork and authorise their credit card? Was there enough time to really connect with the guest?
The online check-in automates the manual tasks needed to check-in. This frees your staff to serve your guests in a meaningful way, focusing on higher-level interactions and improving customer relationships. There's more time to understand guests’ expectations and personal needs. Your hotel will be successful in delivering relevant information, explaining in detail what sets your brand apart from its competitors.
4) It showcases your brand website
Guests can book a hotel stay from different distribution channels. Many of which does so on OTAs or with travel agents. Because the online check-in system asks guests to check-in online, regardless of the source of booking, they will interact with your brand website. You then have the chance to showcase your brand identity, hotel facilities, and room upgrades, as well as encouraging them to book direct next time.
5) It balances your staff workload
Every hotel has the traditional check-in and check-out busy hours which lead to large queues at the reception desk. What about smoothing out the workload for your reception staff and making your processes more efficient?
An online check-in integrated into your Property Management System, such as Opera, gives you a way to gain time at the front desk and improve efficiency for your staff. With Opera integration, all required guest data for check-in, such as digital signatures and passport IDs, can be captured before arriving at the hotel.
6) It enhances the guest experience
When does the guest experience start? Is it when guests enter the hotel room? Is it at the moment they arrive at your hotel? Is it when they book on your brand website? Or is it even earlier, when they are planning their trip and searching for hotels?
Regardless of your star rating, the guest experience should start before guests arrive at your hotel. They should know prior to arrival that they are going to receive the level of service that your hotel brand offers.
The online check-in allows you to send pre-arrival emails to start engaging with guests prior to their arrival. This pre-arrival engagement will help you gather your guests' information so you can make them feel special on arrival. By showing your guests that you care about them before they even arrive, you set the tone for the rest of their stay.
7) It's another source of revenue
Your hotel offers unique services to enhance your guests' stay: room upgrades, SPA treatments, breakfast, fine dining, late check-out, and chauffeur services. Research shows that guests are more inclined to book add-ons closer to their arrival date. The average booking window is 30 days prior to the arrival date, and most guests are not aware of their travel plans that far in advance.
By showcasing your add-ons during the online check-in process, your guests can purchase a range of options to upgrade their stay. At the same time, it helps to increase online revenue for your hotel.
8) It promotes social distancing and builds guest confidence
The online check-in can help you to comply with safety and social distancing requirements. It also helps to limit unnecessary person-to-person interaction.
Guests solely interact with their own personal devices. They won't need to touch pens to sign registration forms or touch credit card terminal keypads when paying. It's safer for both guests and your staff from a hygiene point of view.
In the pre-arrival email, you can send relevant information and hygiene and sanitisation measures taken by your hotel to build your guests’ confidence that their stay will be as safe as possible.
Introducing an online check-in in your hotel is something we can help with. P3 is always looking ahead at ground-breaking technology to empower hotels to better connect with guests and maximise revenue. Click here, book a demo and discover how to implement a contactless online check-in.
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