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How Serviceable is a Self-Service Kiosk?

  • Many hoteliers were initially afraid to plant digital self-service kiosks in their hotels. But after they were witness to the high-functioning efficiency of the new generation self-service kiosks, they have also taken to this system. In the modern era, it is quite impossible to live without upgrading their systems to advancements in technology. To gain the same benefits from these kiosks, previously hesitant hoteliers have also started adopting them. (Information credit: Nu Menu)


    Today, plenty of customers have become accustomed to self-service kiosks in airports, car rentals, and supermarkets. These will no longer be a novelty for guests in hotels and resorts. Rather, they would now prefer a smooth self check-in over more tedious traditional procedures.


    • Traditionalists had surmised that self-service kiosks would mean that their clients will be disgruntled with hotel services. But the fact of the matter is quite the opposite. Software applications or digital kiosk devices are more than adequate for the purpose of checking in the guests at the hotel. The guests can easily register themselves on reaching the hotel, without having to wait in the lobby. Moreover, guests can first check in to their room, and then register their arrival. Self check-in options actually increases the comfort of the guests, and goes a long way in establishing a healthy relationship with hoteliers and staff.


    • Hotel operators have to maintain a fine balance today as they have to address system integration issues along with customer service ones. Consumer attitudes have experienced a sharp turnaround in the past decade. Self-service is something which is chosen on a daily basis. And people do like to be independent of others. Guests can choose the time of logging in at the self-service kiosks. This helps them avoid the hectic rush at the reception desk. The hotelier can use this saved time to offer paid upgrades, amenities, or extra services. Self-service kiosks have been observed to have greatly increased hotel revenues.


    • Manual check-ins, especially during peak season, are hectic, and there are more chances for error. But with the help of kiosks, guest data is saved correctly and can be reused in future. Guests have to identify themselves with a code which confirms booking status. All information is stored with one email address and the risk of duplication of profiles is eliminated.


    • Context-specific kiosks add a whole new dimension to personalisation. This infers that the kiosk can differentiate specific events from actual transaction, and responds according to the diverse contexts of the same transaction. Hotels can continue offering bespoke interaction without depending on staff. Operators have received superlative feedback from customers who use self-service kiosks. Hoteliers can move out from behind the front desk to interact with the customers and serve their guests more efficiently. Upgrading a room is also made easy.


    Self-service kiosks enable guests to encode a room key and even obtain a receipt, besides checking in and out. An internal printer prints out a registration slip and a guest-folio. All in all, self-service kiosks have proved to be a boon to hotel management.