Contactless check-in (contactless arrival) App-free is the “new normal”

As people adapt to a new normal caused by the COVID-19 pandemic and the local hospitality industry prepares to continue its business, a new solution is gaining ground- an easy, safe and flawless solution that will offer visitors the cxonvenience, reassurance and tranquility at check-in with minimal physical contact and interaction.

With this new digital solution, guests can sign up and check in before they arrive online or on their mobile device, with easy step-by-step instructions without the hassle of downloading apps. They can also save time and, most importantly, minimize personal contact to protect their own health.

“We are confident in the long-term future of the hospitality industry and we are ready to welcome our guests with solutions that address what matters most to them now – their safety and health, because protection and care of our visitors and colleagues is at the core of what we do and who we are. “

In addition to the contactless check-in solution, the hotels also work to offer guests a flawless and safe experience at every possible point of contact during the guests’ journey. These include providing guests with all the information they need on their phones, including in-room service information. menu? payment at the table?  And of course concierge information. In the near future, printed information can be removed completely, which is also a great and positive contribution to sustainability.

Contactless check-in: The key to a safer stay for your guests

The coronavirus pandemic has pushed the hotel industry into a “new normal” operation with completely different sets of health and safety protocols. As the industry tries to find ways to deal with the pandemic and open up for business, the needs and desires of a traveler have evolved and changed – today when people book a hotel, they do not focus only on the best prices , but also in ensuring their health and safety.

Without a doubt, if hotels want to recover quickly from the current crisis, it is time to incorporate all possible measures to ensure the safety of visitors. And while doing so, hotels need to invest in digitization, making the best use of technology to enhance the guest experience. Not only would it help them recover quickly, but they would also serve their intended purpose by enhancing accessibility and convenience.

Go on vacation without contacting

Although the health aspect of the COVID-19 pandemic has devastated the hospitality and travel industries, there are signs of recovery. And one of the key elements is a renewed check-in process.

As the hotel industry prepares for the post-COVID world, many hotels around the world are upgrading with contactless check-in and check-out.

Contactless check-in technologies allow your guests wishing to have a contactless arrival experience, bypass the front desk and go directly to their rooms. Guests can check in, select their room and access their room with as little human involvement as possible.

Prior to the COVID pandemic, hotel front offices were oriented towards a traditional check-in style that involved a lot of human involvement. However, as technology has reached the hotel industry, check-in without contact with guests becomes an important solution to tackling the spread of the virus. And hotels can welcome guests, following the rules of social distance. with contactless arrival, helps you to serve your guests with minimal face-to-face contact. It’s the safest way to welcome guests, to allow them to check in to their rooms without using a mobile app or a kiosk. Now, social distance and hotel hospitality go hand in hand.

How the contactless system works

Speaking of the system, it works by filling in all the necessary information of the visitor in a special web form that finds it via a link in an email. Guests upload the required identification documents. The front desk staff then checks in and accepts zero-check-in. In addition, hotels can collect health statements from check-in guests so that they can maintain good hygiene and minimize the risk of an outbreak.

The hospitality industry recognizes the challenges it faces right now and has become more important than ever to incorporate sought-after technologies, not only to recover, but also to help people have a safer stay. And during this crisis, contactless check-in will definitely change the game.

It is also inevitable that this pandemic will end and it is time for hotels to plan their recovery plan in a concise way – whether it is for marketing, operation or non-contact food delivery to rooms, of course following all the guidelines they have set the WHO and other organizations.

Online Contactless Checkin: 5 benefits for your hotel

  • If your hotel does not already use contactless check-in, it is time to apply immediately. To make the transition from regular to online check-in as smooth as possible, you need to start contacting your guests about it before they even arrive at your hotel.
  • Contactless online check-in has taken place in many hotels due to the COVID-19 pandemic, as it allows hotels to comply with all health and safety guidelines. However, this type of check-in has been around for years.
  • In fact, in a 2015 study by Software Advice, 60% of hotel guests said they would prefer to book a hotel offering mobile check-in. However, the need has become much more urgent today, as it is now mandatory to limit the number of contacts guests have with staff.
  • And although the COVID-19 pandemic will end one day, contactless check-in is here to stay. It is a solution that all hotels must implement permanently and there are many reasons for this.
  • We have seen the direct impact that contactless check-in has on the hotels that apply it.

1) Improves visitor satisfaction

Visitors’ behavior and needs change rapidly.

When human interaction is limited, visitors need a more personalized and engaging service – especially if they are required to interact through a device.

Mobile online check-in allows guests to keep in touch with hotel staff, even if they do not see them in person.

Allowing them to check in before arriving at the hotel starts with the right foot. The guest feels special and connected to the hotel without having to walk through the doors, while the hotel can learn more about the guest and offer them offers in the future.

Going forward, this can be like a hotel asking for information about the activities that a visitor is interested in, providing suggestions along the way, which will allow the visitor to create an individual itinerary that meets the specific needs of.

This information can also give hotels an idea of ​​the types of guests staying with them. Collecting such data over a period of time provides basic information about the interests of guests and the type of information they want to receive from a hotel. Hotels can then use this information to improve their services and create an experience that future guests will love.

Creating a pleasant guest experience also opens hotels up to more reviews on TripAdvisor and other review sites. The most positive reviews increase travelers’ confidence in a hotel and mean that they are much more likely to book accommodation there in the future.

2) Allows online check in from anywhere – mobile, desktop, tablet and smart TV

Mobile online check-in allows guests to check in from anywhere before entering a hotel using their mobile phone. Regardless of whether they have not left their home or are already close to their destination, they can check in and start contacting their hotel.

This is not only beneficial for the guests but also for the hotel staff. They can gather information about their guests earlier and start offering a great experience once the online check-in process is complete. This immediately builds a stable relationship between visitor and hotel which is especially important today when human contact should be limited. Finding other ways to communicate with visitors is essential, especially for services that require a lot of interaction.

Once a visitor checks in via their mobile phone – whether they are on the plane before leaving home or on the road – the hotel can immediately start cultivating this relationship. So, when the visitor arrives, they already feel special and satisfied.

3) Increases staff efficiency

A good hotel works like a well-kept clock. Unfortunately, many hotels that still have traditional check-in have a problem with efficiency because their front desk staff usually can not keep up with the workflow. Guests want the check-in process to be as smooth and fast as possible so they can continue their journey.

In fact, in Forrester’s research, visitors wholeheartedly prefer mobile self-service technology and really expect hotels to implement smarter and more efficient features. This is one of the most urgent needs of visitors right now, and hotels that are able to incorporate technology such as mobile check-in are rapidly gaining a competitive edge.

Consider the traditional check-in process:

When a guest arrives at a hotel, they must queue in the lobby to check in online. This includes filling out documents and forms, verifying their identity and presenting their credit card for any additional charges. The front desk staff will spend considerable time checking in to each guest, devoting valuable time that could be devoted to improving the guest experience in other ways.

Virtual check-in facilitates both parts.

Now, instead of waiting in line in the lobby and waiting their turn, visitors can actually go to the queue by checking in via a link on their phone before they arrive.Once they show up, they just have to pick up their room key.

As not every guest needs to check in, the hotel staff can focus on hospitality rather than check-in details.

Mobile check-in solution allows hotels to send check-in links earlier to ensure guests do not have to wait in line. After the visitor clicks on the link, they are asked to enter their name and address, but also to scan their identity.

This also reduces the amount of time guests have to spend in public areas and reduces the number of potentially dangerous personal interactions.

4) Increases revenue

Access to an extensive and authentic database is the main advantage. Mobile check-in tools record customer contact data that helps hotels develop their email lists. This database can be used for promotional activities and exclusive promotions that push visitors back, while keeping your hotel alive in their minds.

Regular updates help boost brand loyalty by making visitors feel part of your community, which in turn leads customers to return and increase revenue.

Contactless check-ins are a great way to connect with guests through personalized services, such as informing them of a newly built spa or directing them to a leisure shop or private dining room, something they might not have known otherwise.

5) It is safe

Once a guest checks online, he / she trusts a lot of personal information to the hotel, such as his / her full name and ID number. If this type of data is not secure, a hacker can easily steal it and use it in a way that will harm the hotel and its guests. Of course, people are concerned about how hotels handle their sensitive data and if they feel that the hotel does not have sufficient security measures to protect them, they will not stay there. With contactless check-in, guests will not have to worry about their data being secure, as these types of check-in use advanced technology for secure registration. Visitors should only include minimal and necessary information while staying calm and reassured.

Tips for applying contactless online check-in

If your hotel does not already use contactless check-in, it is time to apply immediately. To make the transition from normal to intact as smooth as possible, you need to start communicating with your guests before they even arrive at your hotel.

This way, they will feel comfortable with the experience and will have all the necessary information before they get to the site.

Contactless check-in can be done in a few simple steps:

  • Send links on time. It is important to give your guest enough time to complete the check-in process before arriving at your hotel. You must send the check-in links on time, which is at least 12 hours before their expected arrival.
  • Gather all the important information. Due to the ongoing pandemic, you need to reassure your guests that they will be completely safe when they visit your hotel. Send information about COVID-related safety precautions along with the check-in link, such as cleaning schedules and specified hygiene points.
  • Put signs. Even if you send all the necessary information with the check-in link, it is a good idea to create an additional sign that explains to guests the “no contact check-in”. These signs should explain how the check-in process works and where the check-in points are at your hotel.

Some thoughts

When running a hotel, you need to think about guest satisfaction more than anything else. As both guests and staff spend a lot of time at check-in, it is natural to implement features that can effectively eliminate this problem.

Contactless online checkin is not a new feature in the hotel industry, but it is still used by most hotels that have the means to implement it. If you want to improve visitor satisfaction while increasing your revenue and improving staff efficiency, contactless check-in is a must-have.