In 2018, there are still many obsolete practices in thehotel industry that are friction points for customers, riskingtainting their satisfaction. For example, in some hotels, late arrivals are not allowed because the reception desk is closed and thecustomer cannot be greeted. On the other hand, thewait for check-in at peak times can be interminable. Finally, communication can leave a lot to be desired when it comes to transmitting information: the wifi code is written on a post-it note, there are stacks of flyers in the hotel lobby with activities to do… Yet the hotel sector is increasingly innovating to improve customer reception with appropriate solutions. Here are a few practices that could revolutionize your methods!
Recording with
electronic terminals
Once in your hotel, your guests areobliged to go to reception to check in (the famous check-in!). After a day’s travel, this is a tedious but necessary moment for them to collect their room keys. Several concepts have been developed in response to this problem, notably those ofHotello andAriane. They have come up with electronic kiosks enabling guests to check-in and check-outthemselves in the hotel lobby. It’s an ingenious system that saves time for guests and hotel staff alike. Several major hotel chains, such as Nomad Hotels, have decided to implement these new kiosks.
How it works is simple: the customer scans a personal QR code sent by e-mail at the terminal, enabling him to complete the administrative procedure and receive his key. On departure, simply deposit the key on the dedicated terminal.
Check-in in
line in advance
No more waiting at the hotel reception desk! You can now offer your customers the option of checking in online. Comparable to airline services, your guests will receive an e-mail two days before their stay to prepare their check-in online. On the day of arrival, he’ll receive a new message containing a map to the hotel, his room number and other useful information for his stay. Once there, they can collect their key directly from the express check-in desk.
AccorHotel offers this service on its website. You too can set up a similar system by creating your own hotel website(see our article on the subject!).
The smartphone as
room key
Put an end to lost and forgotten keys for your guests: the smartphone can now replace the key! With a simple click, your travelers can access their room without having to go through reception. It’s all digital! Thanks to a mobile application accessible to all, your customers can choose their room, check-in and check-out, and open their room door. The Louvre Hotel group is already enabling its guests to use this feature, which is being tested in two establishments before being rolled out to all the group’s hotels, thanks to its free “HotelForYou” application.
A digital welcome booklet
for practical information
To replace the traditional paper binder (often obsolete and unattractive), the digital welcome booklet is your best asset for a quality welcome. Everything is designed to simplify thearrival and stay of your customers, with intuitive handling and a summary of all useful information. It tells your customers :
- wifi code (simple copy/paste)
- good addresses nearby useful numbers (reception, additional services, etc.)
- practical information (reception and pool times, check-out times, etc.)
- digicodes (access codes for parking lots, hotels, etc.)
Your guests can access the welcome booklet by scanning a QR code placed in an attractive photo frame with their smartphone. Aesthetically pleasing, it blends in perfectly with your hotel’s decor. Create your first welcome booklet free of charge.
Customer service is thekey to your establishment’s success. Satisfying your customers now requires you touse new methods that willimpress your travelers with your modernity and save time (for you and your customer). So gohotel 2.0!