Searching for a way to handle more check-ins with fewer staff members? Or seeking to take on-property experience to the next level with shorter wait times and technology that will dazzle your guests? The future of hospitality is a lot closer than you might think: self check-in kiosks are becoming more popular and in many cases are fully integrated into property management systems, and when we look at statistics from airline, retail, and restaurant industries, it’s easy to see why.
Across a variety of settings from quick-service restaurants to supermarkets to sports stadiums, self-service and tech-driven solutions can drive results like reduced wait times, higher order values, and overall satisfaction. In this article, we’ll show how self-service and contactless technology can elevate not only the consumer experience, but also the experience as a hotel guest. Self-service options in hotels can include not only check-in kiosks, but also a range of contactless options like digital room keys and tap-to-pay technology. By the end of this article, you’ll be excited about the benefits your hotel can realize by adopting self check-in kiosks or similar tech features. Ready to bring your check-in operations to the next level? By implementing self-service kiosks or similar tech-enabled solutions, you can boost guest satisfaction, decrease wait times, and increase incremental revenue at your hotel.
Efficiency and Speed
Self check-in undoubtedly has lead to gains in operational efficiency and reduction in wait times achieved through the use of self-service kiosks. From airports to banking, self-service technology has consistently demonstrated its ability to speed up processes and reduce bottlenecks. Implementing these systems not only shortens wait times but also optimizes the allocation of human resources, allowing staff to focus on tasks that require more personalized attention.
- Airports: After introducing automated passport control kiosks at customs control points, both JFK and Newark Airports saw a 22% decrease in wait times from 2013 to 2014.
- Dodgers Stadium: When the Dodgers Stadium in Los Angeles installed kiosks to handle concessions orders, average order value increased by 20%.
- Banking: Bank customers who use a self-service kiosk can do their banking activities with a 13.5x shorter wait time than those who work with a teller.
- Data Processing: According to McKinsey, businesses could free up 69% of their time by automating data processing tasks.
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Consumer Preferences and Adoption
Consumer behavior is shifting towards a preference for self-service options, as evidenced by statistics from various industries. This trend is particularly pronounced among younger demographics who favor the autonomy and speed of self-service technologies. The data indicates a broad acceptance of self-service solutions, which align with modern consumer expectations for efficiency, as well as health and safety concerns, especially in post-pandemic contexts.
- Quick Service Restaurants: A 2019 study found that, in quick service restaurants, 30% of customers preferred to order from a kiosk rather than a cashier if lines were equal length.
- Retail Checkouts: 49.4% of retail customers use self-service checkouts because they find the experience to be faster.
- Age-related Preferences: According to a 2019 study, younger consumers show a stronger preference for self-service checkout options than their baby boomer counterparts; 59% of 18- to 34-year-olds reported using self checkouts regularly, while 39% of 55- to 65-year-old reported using them regularly.
- Health and Safety: 65% of consumers feel that contactless methods align with their priorities for health and safety.
Financial Impact
The adoption of self-service kiosks has proven to have a positive impact on financial outcomes across multiple sectors. By facilitating higher average order values and enabling more transactions, these kiosks not only enhance customer satisfaction but also significantly boost revenue. The statistics show that when customers are given control over their purchasing decisions through self-service options, they tend to spend more, benefiting the bottom line.
- Dodgers Stadium: If your hotel is seeking to increase average check at your F&B outlets or boost conversion on add-ons like late check-out, kiosks could be a great solution to help you achieve those goals.
- Cinemark Theatres: But it’s not only restaurants that saw growth in order value; after Cinemark launched self-service kiosks in their theatres, concession sales per person grew consistently for 32 quarters (as of 2015).
- McDonald’s Sales Boost: McDonald’s predicted that rolling out kiosks in their restaurants would boost sales by 5 to 6% in the first year.
- Taco Bell Order Value: According to a roundup of self-service success stories in Harvard Business Review, Taco Bell’s average order value increased by 20% after the chain implemented in-app ordering.
Technological Advancements and Future Trends
The rapid integration of advanced technologies such as artificial intelligence in self-service systems is setting new standards for customer interactions. The future is leaning heavily towards automated, AI-powered solutions that promise to dominate customer service interactions by 2025. The widespread adoption of self-service kiosks is not just a temporary trend but a fundamental shift towards more efficient and tech-driven consumer experiences, reflecting growing comfort with and reliance on technology in everyday transactions.
- AI and Daily Interactions: Artificial intelligence is already quickly becoming a regular part of our daily lives; in 2018 just 21% of people interacted with AI daily, while in 2020 a whopping 54% of people reported daily interactions with AI.
- AI in Customer Service: Servion Global Services predicts that artificial intelligence will power 95% of customer service interactions by 2025.
- Market Growth for Kiosks: The global market for self-service kiosks in all industries grew by 11.8% between 2019 and 2020.
- Hotel Self-Service Implementation: Hoteliers are already planning for the future of self-service functionality. In a 2020 survey, 27% of hoteliers had already implemented or were in process of implementing self check-in options, and a further 42% were planning to add self check-in in the future.
Miscellaneous Statistics
There are broader societal and operational shifts driven by the adoption of self-service and contactless technologies that we're only beginning to grasp. As we navigate through a post-pandemic world, consumer preferences strongly tilt towards digital and contactless methods, influenced heavily by concerns over health and safety. These shifts are not temporary responses but signal a long-term change in how services are consumed and provided. Additionally, the implications on the workforce and operational efficiencies offer a glimpse into the evolving landscape of employment and technology integration. This category gathers unique insights that, while not fitting neatly into the primary themes, are crucial for understanding the full impact of technological adoption in various sectors.
- COVID-19 and Payment Preferences: The COVID-19 pandemic has accelerated a shift away from cash towards contactless payment methods such as ApplePay and GooglePay. A Rapyd survey indicated that 60% of consumers plan to continue using contactless methods instead of cash. Additionally, a Mastercard study showed that 79% of consumers worldwide, and 91% in the Asia-Pacific region, prefer tap-to-go payment methods over physical cards or cash. This change is largely driven by concerns for cleanliness, with a majority citing it as their main reason for preferring contactless payments.
- Digital Payments and Cleanliness Concerns: The increasing popularity of digital payment methods aligns with health and safety priorities during and after the pandemic. According to a McKinsey study in 2020, 78% of Americans now use some form of digital payment, highlighting a significant shift in payment preferences.
- Long-term Impact of Contactless Options: Despite the expected decline in COVID-19 concerns, 34% of consumers believe that contactless options will remain important. This sentiment suggests that the adoption of kiosks and other self-service technologies is likely to persist, reinforcing their long-term viability in customer service settings.
- Workforce Impact and Efficiency: While the introduction of self-service technologies like ATMs has historically reduced the number of teller positions, it has not eliminated these roles entirely. The Bureau of Labor Statistics predicts a 17% reduction in teller positions by 2030, but emphasizes that these roles will still exist, suggesting that technology complements rather than completely replaces human interaction.
- Restaurant Efficiency Comparison: In the restaurant industry, it is commonly observed that one self-service ordering kiosk can handle the volume of work equivalent to 1.5 cashiers. This statistic provides a benchmark for potential efficiency gains in other sectors, including hotels, where similar technologies can reduce staffing needs or reallocate staff to other roles.