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In a world where technology grows more advanced by the day, hotels are increasingly moving towards digital experiences. And by doing so, providing better experiences for tech-savvy guests.
One such experience — or tool — is digital check-in, which exploded in popularity during the pandemic because of its ability to facilitate social distancing. According to a 2021 Skift report, 54% of travelers said that they’d most like to see contactless check-in and checkout permanently adopted over the next three years in hotels.
Today, digital check-in continues to rise in popularity — even without the pandemic.
Digital check-in is the process by which guests check-in to their hotel rooms using a mobile (or other) device. This allows guests to complete tasks such as submitting their ID, filling out paperwork, signing a reg card, and more, without the need to queue at the front desk or speak to a front desk agent.
During a digital check-in, guests typically provide their personal information, such as name, email, phone number etc. This helps you collect as much relevant guest information as possible to personalize the guest’s stay and market to them. And collecting this information is especially important for guests who booked through online travel agencies (OTAs) as OTAs don’t always supply hotels with this valuable data.
Digital check-in has become popular for both hotels and guests for a myriad of reasons.
For years, hotels, airlines, and other types of businesses had been increasingly incorporating digital experiences into their customer journeys. And when Covid-19 hit, consumers began to expect contactless, digital technology due to a need for social distancing. Contactless digital technology allowed guests and consumers to shop, pay restaurant checks, and check into hotels with minimum contact.
Big hotel chains like Hilton, Hyatt, IHG, Wyndham, and Marriott have all implemented digital check-in. And the technology that has retained its popularity for a multitude of reasons:
Hotels that implement digital check-in could experience a wide range of benefits, including:
No one wants to walk into a hotel after a long journey and stand at the back of a long line of stressed travelers.
One of the best things about hotel technology is its ability to free up time and relieve stress for your staff members and guests. With Canary Contactless Check-In, for example, guests can check-in on their mobile device with no app downloads required.
With shorter queues and less administrative work at reception, front desk agents can spend more time serving your guests. Digital check-in can help you reduce costs, increase revenue, and improve guest satisfaction by streamlining the check-in process and improving efficiency.
Digital check-in can help you cut costs without compromising on the guest experience. Here are a couple of ways you can save money:
With fewer people queuing, your front desk agents are free to spend more time delivering excellent, personalized customer service.
Using digital check-in, hotels can collect important guest information and gain valuable insights into guests’ preferences and needs. And that means you can better tailor your recommendations, services, and marketing to the individual.
For example, if a guest has indicated that they prefer a firm mattress, hotel staff can proactively provide the right one without guests having to request it. This is a great way to deliver a personalized, memorable experience which boosts the likelihood of loyalty and good guest reviews.
Giving guests a great in-stay experience can be as simple as giving them more control over it — and digital check-in makes empowering guests incredibly easy. As guests go through a digital check-in flow, they can be presented with upsell or room upgrades options before their stay even begins. And of course, upselling is a great way to increase revenue.
Digital check-in can increase revenue for hotels in the following ways:
Consumers increasingly demand more from hotels — that’s no secret. As technology grows more advanced and available, hotel guests expect it to form part of their stay.
Digital check-in can help you improve guest satisfaction in several ways:
Fraud impacts the hospitality industry in a big way. According to the Association of Certified Fraud Examiners 2022 Report on Occupational Fraud, 5-6% of the industry’s annual revenue is lost to it.
Digital check-in technology, like Canary Contactless Check-In, protects your hotel from fraud with built-in fraud detection and keeps your customers’ data safe.
Consumers are increasingly concerned about climate change and sustainability. According to Operto, 85.6% of travelers say that they’d pay more for an eco-friendly hotel.
Digital check-in eliminates the need for paper registration cards, thereby reducing waste and conserving natural resources. By adopting digital check-in, hotels can contribute to a more sustainable future while also improving operational efficiency and guest satisfaction.
Not all digital check-in solutions are created equal — some are, in fact, superior to others. Here are a few things to keep in mind while evaluating solutions for your property:
As consumer demand shifts, technological investment is needed in order to stay ahead of your competitors and meet consumer demands. Guests want convenience, care, and personalization. Digital check-in technology can help you provide all three.
Not only that, but you can improve operational efficiency, drive revenue, cut costs, build better in-person interactions, give guests more control over their stays, improve security, and reduce your carbon footprint.
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