What is contactless check-in?
Self Service and contactless hotel check-in solutions provide the ability to collect all necessary guest details automatically, with little to no contact from the reception desk.

Prior to the coronavirus pandemic, hotels were already moving towards contactless experiences but the pandemic solidified this as a ubiquitous trend across geographies and market segments. Mobile check-in details include passport scans, payment or deposit, E-signatures, arrival time, and more.

This helps avoid unnecessary lines at reception providing an improved arrival experience and first impression. Using online check-in allows hoteliers and hotel staff to receive all the information ahead of time, re-establish relationships with guests (often reduced due to OTA’s), and offer additional services - it's the gateway to guest engagement and for digitizing the guest experience.

New technology has made digital check-in and touchless guest experiences possible for all hotels and not just the major brands. Social distancing rules drove new demand for hotel tech like QR code ordering systems and digital registration cards. The hotel industry has adapted by moving concierge into apps and messaging services - initiatives that brands like Hilton and Marriott have been pioneering for years but now the technology is cheap and easy enough for even small boutique hotels.

What are the key benefits of Contactless Check-in Software?

1. Reduce labor tasks: Automate manual tasks like identity verification and check-in to increase efficiency. These efficiencies reduce labor costs while helping your team provide better service

2. Generate incremental revenue: Having guests check-in online prior to arrival allows your hotel to offer additional services such as room upgrades, transportation and early check-in during the anticipation stage before their trip when they’re most likely to splurge. This is the perfect moment to introduce a passive offer that doesn’t feel transactional like it does when sold by most front desk agents.

3. Enhance the guest experience: By collecting all the details in advance, hotels eliminate the queues at the reception and provide an better arrival experience, even if the hotels wants to put an emphasis on personal relationship, the experience is far superior because reception has time to properly speak to guests COVID -19 related : reduce unnecessary crowding and physical contact.

What are the biggest trends in contactless check-in software for hotels?

1. Contactless guest journey: The ability for guests to do the check-in on their own mobile phone (not kiosk or tablet). This will become the main check-in method for hotels as the COVID-19 pandemic continues to fluctuate throughout the globe since a vaccine is unlikely to be widely distributed before the end of 2021.

2. Upselling and upgrading: Utilizing the online check-in in order to offer upsells and generate more revenue (both in-destination and -in house upsells). This will become the standard for most hotels, proving as an efficient revenue source. With challenged occupancy rates, it’s never been more important to optimize tRevPAR.

3. Software integrations: A lot of hotels are looking to go completely contactless and allow guests to open the room door automatically (using the guest app or check-in system). A lot more hotels will take advantage of this technology especially since web app solutions are becoming more common and cost-effective.

4. Check-in kiosks: Travelers use mobile devices to scan boarding passes at airport self-service kiosks and increasingly expect this seamless experience at hotels. Touchscreens, electronic tickets (e-ticket), and barcodes have advanced the check-in counter experience. APIs connect kiosks in real-time to property management systems delivering automation to the classic check-in experience.

Critical integrations for a seamless check-in process

Property management system: A connection to the PMS allows the hotel to automate the online check-in and customize the check-in using dynamic fields from the PMS (name, booking source etc) sending each guest the proper check-in link to begin their stay.
Mobile key: If a hotel is interested in delivering a fully contactless guest experience - digitizing room keys is critical. Check-in can connect to digital key providers to open doors (vacation rentals use this already with access codes but the broader hospitality industry typically does not use code-based systems for security and logistics reasons).
Payment processor: In order to truly generate more revenue from the online check-in or even just collect payment or deposits from guests - the system must be able to connect to credit card payment processing - otherwise the conversion rate for upsells is lower.
Hotel guest mobile apps: Content is key to leaving a mark on guests and offering a good guests experience, thus connecting between the online check-in and guest app with content and the ability to contact hotel is crucial

How to measure the success of contactless check-in software

Guest interaction time: Automating the manual process allows hotels to work more efficiently and perform better with limited staff, spending an average of 17 less on managing each guest, since guests have access to all the information ahead of time
Revenue per guest: Revenue per guest should increase by $12 per guest as the conversion rate for upsells increases dramatically
Guest satisfaction: While online check-in improves communication and affects long term customer retention, instant results can be seen in guest satisfaction, increasing review rates, as well as direct bookings.

Implementing contactless check-in has never been easier

The process should be instant and quick, the integration process to the PMS should take no longer than 72 hours (it can also take a few min and this depends on the system in question) after which the hotel will be able to start setup process, activating what details they want to collect, adding their branding and more.

FAQs

What is contactless check in? 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. Many hotels that offer contactless check-in use digital tools like mobile room keys or an online registration system to eliminate the need for physical contact.

How are hotels doing contactless check ins? Many hotels have eliminated paper registration forms and plastic room keys in favor of digital check-in solutions that don’t require any physical contact. At hotels with contactless check-in, guests can fill out an online registration form and enter their rooms via their smartphones using a secure mobile “key.”

What time is check in at most hotels? The check-in time at most hotels is 3:00pm or 4:00pm, and the check-out time ranges between 11:00am and 12:00pm. Some hotels offer early check-in, allowing guests to pay an extra fee to check in a couple hours before the standard check-in time, if rooms are available.

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