The check-in process is a guest’s first real interaction with a hotel and sets the tone for their stay. By looking at how efficient self-check-in kiosks are at airports and how streamlined airlines operate with self-service check-in, we can find valuable insights to improve hotel check-in systems.
This article evaluates current hotel kiosk technology, draws parallels with airport and airline check-in processes, and proposes enhancements to improve speed, convenience, and guest engagement.
Lessons from the aviation industry
Airport passport control kiosks are a great example of efficient processing. Self-service kiosks help manage queues at the airline's check-in line by allowing passengers to quickly identify themselves and manage their baggage before confirming flight details.
These kiosks minimise interaction, requiring only a passport scan and facial verification, speed up passenger flow and reduce wait times compared to traditional staffed counters. These kiosks often integrate access control systems to enhance security and streamline check-in.
This process shows the importance of speed and minimal guest effort — key benchmarks for any check-in process. Passengers prefer these kiosks because they are faster and easier.
The airport shift to online check-ins and luggage check-in process
Airlines have made check-in even more efficient by reducing physical interactions at airports. During this process, passengers are prompted to confirm flight information by verifying their itinerary with their own boarding passes.
Many airlines no longer accept cash payments for in-flight services, emphasizing the shift to digital payment methods. Recognising the high cost of airport space and the inconvenience of long check-ins, airlines have moved most of the check-in process online.
Before arriving at the airport, passengers can check in via mobile devices, choose extras for their journey, and receive a digital boarding pass. At the airport, they only need to scan the boarding pass at the gate. This approach saves time and helps airlines manage passenger flow more effectively with fewer staff during peak times.
Comparing traditional hotel kiosks
Traditional hotel kiosks often struggle to match the efficiency and convenience of passport or airline check-in processes. Airport kiosks are free-standing computer screens allowing passengers to check in independently.
Some airlines use a seat assignment screen default to encourage passengers to pay for seat upgrades during the check-in process, contrasting with hotel kiosks where such upselling is less common.
Guests using hotel kiosks usually have to manually input many details, resulting in check-in times similar to or longer than those at a staffed reception desk.
While checking in at the reception typically involves showing ID and payment methods to staff, kiosk check-ins make guests responsible for data entry and verification. This extra responsibility can be off-putting, so many guests use kiosks only when reception lines are long. As a result, many upscale hotels see kiosks as a low-cost, lower-service alternative rather than a true service enhancement.
Smarter hotel kiosk solutions
Using best practices from airport and airline self-service kiosks, we propose a solution that separates the moments of check-in and arrival. Just as the convenience of modern air travel, such as digital payments for in-flight food, can inspire similar conveniences in hotel kiosk solutions, this solution optimises the process for speed and convenience while giving guests a choice between a fully automated or human-assisted, digitally facilitated check-in experience.
1. Automated online check-ins
Hotels should invite guests to check in online through an automated system they can access from their smartphone or laptop, similar to the convenience of self-check-in kiosks. Guests can use a unique code to access their reservation details by entering a flight confirmation code during airline check-ins. This simplicity reduces formalities and waiting times upon arrival, allowing for easy ID recognition and one-click payments via mobile wallets. During this relaxed check-in phase, guests can explore meaningful upgrades and additional services without feeling rushed.
The Hotel Pass and boarding passes
Like the airline boarding pass, a “Hotel Pass” can be issued immediately upon booking confirmation or online check-in. Many airlines no longer accept cash payments for in-flight services, emphasizing the importance of digital payment methods for the Hotel Pass. Just as passengers use a printed boarding pass at the airport, guests can use their Hotel Pass to streamline check-in.
Guests can print or save the pass in their mobile wallet, which is ready to use after online check-in. Upon arrival, guests scan their Hotel Pass at a kiosk, which quickly completes check-in by issuing room keys, handling optional payments on a connected card terminal, and directing guests to their rooms in seconds.
3. Streamlining human-assisted check-in
The Hotel Pass can also make human-assisted check-ins faster for guests who prefer the traditional method. User-friendly interfaces, like avoiding a seat assignment screen default, can streamline the check-in process. A customer service representative can assist guests by scanning their Hotel Pass and providing additional information. Reception areas equipped with QR code readers enable guests to quickly present their Hotel Pass, allowing receptionists to access their reservation details instantly.
This system is especially useful in hotels where room access technology does not support self-programming key cards, ensuring guests experience minimal wait times and maximum convenience.
4. Handling incomplete pre-arrival preparations
If a guest arrives without completing the online check-in process or downloading their Hotel Pass, the kiosk will detect this and offer alternatives. This is similar to the luggage check in process at airports, where passengers can complete their check-in at a kiosk.
The efficiency of self-service kiosks at the airline's check-in line can inspire similar solutions for handling incomplete pre-arrival preparations. It will prompt guests to fill in their family name to receive a new email for online check-in, allowing them to complete the preparations on their mobile devices.
After obtaining their Hotel Pass, guests can return to the kiosk to scan it and finish the process. This method lets guests complete the check-in comfortably using their device in the lobby instead of at a public kiosk.
5. Integrating the systems
Hoteliers must ensure that all system elements, including online check-in, guest messaging, self-check-in kiosks, property management systems (PMS), and payments, are tightly integrated. Integrating access control systems ensures that only authorized guests can complete the check-in process. This integration ensures a smooth transition from online preparation to physical arrival.
For example, the kiosk system must assume the online check-in is complete and guide guests who haven’t finished this step to the online process. Additionally, payment guarantees must be consistent across the online check-in, kiosk, and PMS. The PMS must recognise the hotel passes issued by the online check-in system to facilitate an efficient human-assisted check-in process.
Clock PMS+ offers a complete solution, integrating PMS, guest messaging, online check-in, kiosk, and payment systems into one platform. Instead of relying on tablet cameras, our approach uses devices with embedded QR code readers to ensure maximum efficiency and the best guest experience.
Summary
Improving hotel check-in processes by learning from airport passport kiosks and airline operations can greatly enhance guest satisfaction and operational efficiency. The convenience of modern air travel, such as digital payments for in-flight food, can inspire similar conveniences in hotel check-in processes.
By adopting smarter kiosk solutions that separate check-in from arrival, optimise speed and convenience, and offer a choice between fully automated and enhanced human-assisted service, hotels can significantly improve the first point of contact with guests.
This approach meets modern travellers’ expectations and sets a new standard in hospitality by ensuring a welcoming and efficient experience when guests enter the hotel. With advanced technologies and strategic system alignments in Clock’s hotel platform, hotels can achieve a delightful check-in experience that rivals the best airline check-in systems.
