When staying at a hotel, guests want to feel safe and comfortable - more so now than ever before.
The COVID-19 pandemic has forced hotels to dramatically evolve in a short space of time taking into account the latest health and safety guidelines as well as the changing needs of guests.
Putting guests first and creating an experience that makes them feel safe and secure while still enjoying their stay is the key to longevity in these uncertain times.
With everything up in the air, hotels are having to adapt quickly to new solutions and new regulations that are required throughout the hospitality industry.
Technology is a huge help.
Even before COVID-19 struck, hotels were tapping into ways they could communicate with their guests before, during, and after their stays, and they were turning to tech solutions to help them do this.
As technology and smartphones take precedent in people’s lives, it’s a no-brainer that hotels are looking for ways to incorporate them into the guest experience. And, one of the most successful ways they can do this while aligning with government guidelines is by integrating mobile check-in.
According to one study, 90% of millennials surveyed said they would be very interested in checking in at a hotel with their mobile device to skip service and avoid long check-in queues in hotel lobbies.
This makes perfect sense - especially today with social distancing guidelines that limit how many people can be in a place at once.
Convenience and ease were at the top of travelers’ lists before the pandemic, and now this need is even more pressing.
Luckily for hotels there are plenty of benefits of mobile check-in through a web-based application.
In fact, there are multiple reasons why hotels are actively choosing to implement this solution and their guests are loving it.
Here are some of those reasons.
We’re living in a “now, now, now” culture, where guests don’t have time to wait around or face delays checking in. They want the check-in process to be as smooth as possible so they can get on with their trip.
In fact, in research by Forrester, guests wholeheartedly prefer mobile self-service technology and actually expect hotels to implement smarter and more efficient operations. This is one of the most pressing needs of guests right now, and hotels that are able to integrate tech like mobile check-in are swiftly gaining a competitive edge.
Think about the traditional check-in process:
When a guest arrives at a hotel, they have to queue up in the lobby to check-in. This would involve filling out documents and forms, verifying their ID, and presenting their credit card for any additional fees to be taken.
Reception staff would spend a significant amount of time checking in each and every guest, taking up precious time that could be spent improving the guest experience in other ways.
Mobile check-in makes it easier on both sides.
Now, instead of queuing in the lobby and waiting their turn, guests can essentially jump the queue by checking in via a link on their phone before they even arrive. Once they turn up, they simply have to collect their room key.
And, with time freed up not having to check-in every guest as and when they arrive, hotel staff can focus on the hospitality rather than the administrative components of check-in.
Canary Technologies’ mobile check-in solution lets hotels send check-in links ahead of time to ensure guests don’t have to queue. After the guest clicks the link, they are asked to enter their name and address, scan their ID, and add their payment information.
This also reduces the amount of time guests have to gather together in communal spaces and limits the number of potentially risky in-person interactions.
As well as adhering to new health and safety guidelines, hotels also have to contend with the fact that consumers today are wildly protective of their data. Numerous company hacks over the past few years have made guests wary of digitally handing over their details.
However, mobile check-ins are safe and secure. They use advanced technology to check guest’s ID photos and match them up to their names to provide quick and safe verification.
It also reduces the chance of human error.
Let guests know what information you need and what you need it for, and only ask them for what’s necessary. This will not only give them peace of mind, but it will make the check-in process easier at the same time.
Directing guests to a web-based application to check-in opens up a whole host of other opportunities for hotels.
Not only can mobile check-in speed up the check-in process and relieve reception staff of a ton of duties, but it can also double up as a casual marketing tool to help guests learn more about the hotel.
Once guests have checked-in through a Canary Technologies web-based link, hotels can direct them to an “amenity store”. This is essentially an ecommerce hub for hotels, where they can promote activities in the hotel and upsell products to guests.
For example, hotels can serve guests exclusive offers, upsell amenities like luxury pillows and a buffet breakfast, and create a seamless guest experience.
Doing this also captures customer data that helps hotels grow their email lists. This information can be used in the future to share exclusive offers and bring guests back again in the future.
Mobile check-in means guests can check-in before they even arrive at the hotel. While we’ve discussed the benefits of this in light of the new COVID-19 regulations, it also means hotels can get information ahead of time.
Traditional check-in requires reception staff to wait on guests who might arrive late or not at all. With mobile check-in, staff can stay on top of guest count quickly and easily while still providing an enjoyable experience.
Guests can feel like they’re interacting with the hotel before they arrive, too.
This immediately builds a solid relationship between guest and hotel that’s particularly important today when human contact has to be limited.
Finding other ways to communicate with guests is key, especially for services that require lots of interaction.
Once a guest has checked-in via their mobile - whether it’s while they’re on the plane, before they leave their home, or while on the road - the hotel can instantly start nurturing that relationship. So, by the time the guest arrives, they already feel special and catered for.
When human interaction is limited, guests require a more personalized and engaging service - especially if they’re required to interact through a device.
Mobile check-in allows guests to stay in touch with hotel staff even if they don’t see them in person.
Setting guests up ahead of time and allowing them to check-in before they arrive onsite kicks things off on the right foot. The guest feels special and connected to the hotel without having stepped foot through the doors, while the hotel can learn more about the guest and offer them promotions in the future.
Moving forward, this might look like a hotel asking for information about the activities a guest is interested in and serving them recommendations based on those, which will allow the guest to create an individual itinerary catered to their specific needs.
This information can also give hotels an insight into the kinds of guests that stay with them. Collecting such data over a period of time provides key insights into the interests of target guests and the kind of information they like to get from a hotel. Hotels can then use this information to improve their service and create an experience that future guests will love.
Creating an enjoyable guest experience also opens hotels up to more reviews on TripAdvisor and other review sites. More positive reviews increases traveller confidence in a hotel and means they’re more likely to book a stay there in the future.
Canary Technologies’ mobile check-in solution lets you seamlessly check-in guests without exchanging credit cards, IDs, or registration forms. You can get started in 10 minutes and start checking in guests right away.
How It Works
- Automatically send check-in links via email or text message to all guests that are due to arrive
- Guests submit their credit card information, upload their ID, and sign the hotel’s registration card all in one place before they arrive
- Canary verifies the information and enables the hotel to check the guest in
Mobile Check-In is easy with Canary Technologies. It’s quick to set up and lets you check guests in safely right away - no training needed! A range of integrations with property management systems, payment providers, and mobile key solutions ensures it ties in with your long-term holistic solutions.
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