Modernise the welcome at your hotel!
How can you improve the way you welcome guests at your hotel? Here are the best innovations we've found for you!
In 2018, there are still plenty of outdated practices in the hotel industry, and each one is a point of friction for the guest that risks denting their satisfaction. In some hotels, for instance, late arrivals are not allowed because reception is closed, so there is no way to welcome the guest. Then there is the endless wait to check in when everyone arrives at once. And finally, communication often leaves a lot to be desired when it comes to passing on information: the wifi code is scribbled on a sticky note, piles of flyers about things to do sit in the hotel lobby…
And yet the hotel sector is innovating more and more to improve the guest welcome, with solutions that really work. Here are a few practices that could revolutionise the way you do things!
Checking in withself-service kiosksOnce they reach your hotel, your guests have to report to reception in order to check in (the famous check-in!). After a day of travelling, it is a tedious moment for them, but a necessary one if they want to collect the keys to their room.
Several concepts have emerged to solve this problem, notably those from Hotello and Ariane. They have designed self-service kiosks that let guests handle their own check-in and check-out in the hotel lobby. It is a clever system that saves time for guests and for hotel staff alike.
Several large hotel chains, such as Nomad Hotels, have decided to install these new kiosks. It works simply: the guest scans a personal QR code sent by email at the kiosk, which lets them complete the paperwork and receive their key. And on departure, they just drop the key into the dedicated kiosk.
Online check-inbefore arrivalNo more queueing at hotel reception! You can now offer your guests the chance to check in online. Much like the airlines do, your guest receives an email two days before their stay so they can complete their online check-in.
On the day of their check-in, they receive another message containing a map to the hotel, their room number and useful information for their stay. Once on site, they can collect their key straight from the express check-in desk.
AccorHotel offers this service through its website. You can set up a similar system yourself by creating a website for your hotel (read our article on the subject!).
The smartphone asa room keyPut an end to guests losing and forgetting their keys: the smartphone can now replace the key! With a single tap, your guests can get into their room without going via reception. Everything is digital! Thanks to a mobile app open to everyone, your guests can choose their room, complete check-in and check-out, and unlock the door to their room.
The Louvre Hotel group already lets its guests use this feature, trialled in two properties before being rolled out across every hotel in the group, through its free app: “HotelForYou”.
A digital welcome bookfor practical informationTo replace the traditional paper folder (often out of date and not much to look at), the digital welcome book is your greatest asset for a quality welcome. Everything is designed to simplify your guests' check-in and stay, with an intuitive experience and every piece of useful information in one place. It lets you share with your guests:
- the wifi code (with a simple copy and paste)
- the local recommendations nearby, plus useful numbers (reception, additional services…)
- practical information (reception opening hours, pool hours, check-out time…)
- door codes (car park access code, hotel entrance code…)
Your guest opens the welcome book by scanning a QR code with their smartphone, displayed in an attractive photo frame. Good-looking as it is, it will blend right into your hotel's decor. Create your first welcome book free of charge.
Create your welcome book
Customer service is the key ingredient in your property's success. Keeping your guest happy now means adopting new methods, ones that will impress your guests with how modern you are and save time (for you and for your guest). So make the move to hotel keeping 2.0!Frequently Asked Questions
Do I need to replace all my systems at once? No. You can start with a single solution, such as a digital welcome book, and gradually add self-service kiosks or online check-in based on your needs and budget. What matters is modernizing your reception in a way that fits your property.
Can the Wi-Fi code be sent by SMS or only by email? The article mentions email as the standard delivery method. A digital welcome book allows you to centralize the Wi-Fi code and all practical information in one place accessible via QR code, eliminating scattered sticky notes.
Does using a smartphone as a room key work on all phones? The article cites the example of Louvre Hotel group with its free HotelForYou application, which works on compatible phones. The principle is accessible to most travelers who own a smartphone.
What is the benefit of a QR code in a photo frame compared to regular flyers? A photo frame with QR code blends into your hotel's décor and looks more elegant than stacks of flyers. It consolidates all practical information into a single digital tool, creating a modern impression and making it easier for guests to access details.
Can self-service kiosks truly replace human reception? Kiosks like those from Hotello or Ariana allow automated check-in and save time, but they complement rather than entirely replace the front desk. They remain a solution for reducing wait times during peak hours and enabling late arrivals.
How do guests access the digital welcome book if they don't have internet when they arrive? The article explains that the guest scans a QR code with their smartphone to access the guide. For a seamless experience, the QR code should be placed in a visible frame, allowing connection as soon as the guest has access to Wi-Fi or mobile data.
Here is a comparison of the four solutions presented to modernize hotel check-in:
| Solution | How it works | Main benefit | Hotel example |
|---|---|---|---|
| Self-service kiosks | Guest scans personal QR code to complete check-in and check-out | Time savings for guests and staff, late arrivals enabled | Nomad Hotels |
| Online check-in | Guest completes registration by email, receives room number and access map before arrival | Eliminates reception wait, advance preparation | AccorHotel |
| Smartphone as key | Mobile app allows guest to unlock room directly without visiting reception | Eliminates lost and forgotten keys, 24/7 access | Louvre Hotel Group |
| Digital welcome guide | Guest scans QR code in photo frame to access centralized practical information | Replaces paper binder, integrated aesthetics, Wi-Fi code without sticky notes | Free creation available |
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