Technology is making hotels move away from the old, traditional methods of operations to meet a new era of guest expectations. In times where essentially every traveller is tech-savvy, managing check-ins, rooms, and services the old way may not meet the needs of guests who want things quick and easy. If there's a time for hotels to find new ways to better connect with and cater to guests, it's now.
With relevant information and services through systems like a property management system or administrator platform, everything from check-in to departure can become smoother and simpler. But it's all about striking the right human and technology balance.
Let’s explore how technology is shaping this change and helping hotels meet the needs of their guests.
The rise of the unmanned hotel reception desk
Managing a hotel today means balancing guest satisfaction with efficient daily operations. Thanks to automation and new digital services, hotels can meet growing guest expectations while simplifying operations from streamlining check-in and check-out to safely managed rooms.
Some hoteliers have taken things further, creating what can only be described as a hotel without reception. In these establishments, the only people present are the guests themselves. You may think this sounds impossible, but it’s already happening. At the Henn-na Hotel in Japan, robots assist guests. The Buddy Hotel in Munich uses kiosks to handle check-in, issue a digital or temporary key, and even provide service for basic inquiries.
Replacing the traditional reception desk with a seamless, automated experience is an interesting shift. For example, guests can get their digital key on arrival, giving them instant access to their hotel room. They can enter their room door without physical keys using an electronic lock. If the guest loses their key, it can be automatically cancelled and replaced with a new temporary key with minimal intervention.
These innovations can also improve operational efficiency. Hotels can oversee multiple lock models through remote management and adjust access for rooms or the main door in real time — very helpful for last-minute changes or coordinating cleaning services.
The unmanned hotel reception desks can also give modern travellers the necessary options like smooth check-in and check-out, secure room access, and independence from fixed schedules at a front desk. It’s also aligned with the growing number of online travel agencies that need faster and more flexible booking processes. With Bluetooth integration and online management systems, hotels can offer personalised services in a way that was once thought impossible.
While these changes might seem like the end of human interaction, they’re often just the opposite. By automating routine tasks, reception staff can focus on meaningful contact with guests for a balanced experience that combines efficiency with the unique personal touch hospitality thrives on.
Boosting room cleaning and check-out satisfaction
There's also a rise in self-service check-in kiosks and other automated solutions. This highlights an undeniable trend: the growing demand for tools that improve guest satisfaction. With a self-service kiosk, guests can manage every step of their journey, from booking, room cleaning, and check-in to checkout and additional services, but is it enough to improve their experience?
Interestingly, this technology doesn’t necessarily replace reception staff but complements them. Guests now have more direct control over their stay, skipping long queues at the reception desk and simplifying formalities at their convenience. For example, with a self-service kiosk in our hotel lobby, guests can handle things related to their booking themselves if they wish. If they need human assistance, they can choose to get that instead. This flexibility goes hand in hand with modern guest expectations.
With the right hotel technology, your staff can focus on giving a warm, personalised experience where it matters most.
For example, tools like kiosks can help guests to:
- Choose their preferred room or upgrade to a premium package.
- Complete pre-arrival formalities, like registration forms.
- Access their digital key instantly after check-in.
- Review and settle bills for accommodations and services.
- Request room cleaning or other services using real-time messaging.
- Access curated content, including local event guides and weather updates.
For hoteliers, these tools can offer convenience and valuable data on guest preferences for tailoring offerings for better engagement. They also free up staff time for handling complex tasks or improving high-touch interactions, like assisting first-time travellers or resolving issues quickly.
And with independent routine tasks, guests can enjoy a smoother experience while staff can concentrate on creating meaningful interactions with improved hotel operations and stronger guest loyalty.
Summary
Unmanned hotels and self-service kiosks are on the rise, and it's changing how guests interact with hotels. With faster check-ins, access to digital keys, and the ability to tailor stays to fit guest preferences, digital solutions reduce reliance on reception and give guests direct control over their stay.
With options like room selection, pre-arrival formalities, and even real-time messaging for services like room cleaning and concierge support, this shift doesn’t mean the end of human interaction. Instead, it frees staff to focus on meaningful guest engagement and resolving complex issues, where the personal touch makes the most impact.
For hoteliers, this combination of automation and human service offers a way to stay competitive in a world booming with technological innovation. Self-service tools like online check-in, kiosks, and guest portals can make every guest's journey easier and more enjoyable. The key is remembering that while technology simplifies operations and reduces workload, the human connection remains key to building lasting guest relationships.
Finding the right balance is crucial. Technology and the human touch can and should go hand in hand. With the right technology, you can connect hotel operations and guest interaction with the modern age for smooth management and happy guests.
Clock PMS+ can help you improve guest interactions, from digital check-ins to customizable guest journeys, simplify operations, and free your team from routine tasks so they can spend time giving each guest a smooth stay.
