Self-service, primarily derived from the need for guest convenience, is now a cornerstone of efficiency and automation within accommodation properties.
Guest Apps and Self-Service Kiosks uniquely support guest experience touch points throughout the guest journey. These solutions provide a wide range of options for guests who wish to check into their room and tailor their stay before they arrive at the property or jump the queue when checking out on their day of departure.
Freedom to model self-service experiences from a meticulously crafted guest experience gives properties the flexibility to update their offering, create consistent and streamlined arrival and departure procedures.
Self-service kiosks consistently encourage and offer upsells or upgrades to guests. Guests are ultimately free to explore their options without the in-person split-decision pressure that an upgrade conversation can sometimes have.
Through self-service, data is consolidated into user-friendly guest profiles, encouraging hotel staff to re-engage in the human and personalised interaction through proactive guest service and tailored marketing efforts.
Automate what already needs doing
Self-service offers operators automation for a purely transactional process for both guests and team members. Operators have the tools to remove low-touch points or transactional elements of hospitality to self-service solutions and allow their team to focus on the more valuable and personable aspects of hospitality. These experiences encourage guests to return to their property. When automating a task that already needs doing, operators simplify the process for both the team and guests, removing any potential for human error and giving guests a more significant say over their stay.
Guests who prefer the more traditional hotel service experience will opt to skip the self-service offering. Those who are more familiar with self-service technologies are likely to opt for alternative automated technology.
The key benefit here is that team members are free to spend time with the guests who value the assistance, with less congestion in the lobby.
Inherent revenue drivers
Self-service technology is consistent in offering ancillary revenue options for guests to personalise their experience. Self-service kiosks throughout the hospitality industry show a significant increase in average purchases. You have probably visited a McDonald’s and used the self-service kiosks now available. A Harvard Business Review article reported that not only did McDonald’s see an increase in the average customer bill, but over 20% of customers ordered a beverage to go with their meal, something that they would not have previously done if ordering in person.
In a food and beverage setting, it is also reported that customers have a greater sense of confidence in the accuracy of their order when placed through kiosks, with any potential human error removed from the process.
Automation, consistency of guest experience, and reduction of a broad range of overheads empowers hotels to manage the transactional process while freeing up team members to focus on high-value, proactive guest service.