In 2018, there are still many outdated practices in the hotel industry that are friction points for the customer, risking to taint their satisfaction. For example, in some hotels late arrivals are not allowed because the reception is closed and therefore welcoming the customer is not possible. On the other hand, the wait to check in during peak hours can be endless. Finally, communication can leave something to be desired when it comes to transmitting information: the wifi code is written on a post-it note, there are piles of flyers in the hotel lobby with activities to do…

However, the hotel industry is innovating more and more to improve the customer’s reception with appropriate solutions. Here are some practices that could revolutionize your methods!

Once in your hotel, your guests are obliged to go to the reception desk to check in (the famous check-in!). After a day of travel, this is a tedious but necessary moment for them to get their room keys.

To answer this problem, several concepts were born, in particular those of Hotello and Ariane. They imagined electronic kiosks that allow guests to check-in and check-out themselves in the hotel lobby. This is an ingenious system that saves time for guests and hotel staff alike.

Several large hotel chains, such as Nomad Hotels, have decided to set up these new terminals. The operation is simple: the customer scans on the terminal a personal QR code sent by e-mail, allowing him to finalize the administrative procedure and receive his key. And when leaving, they just have to deposit the key on the dedicated terminal.

No more waiting at the hotel reception! It is now possible to offer your customers the possibility to check-in online. Comparable to airline services, your traveler will receive an email two days before his stay to prepare his check-in online.

On the day of his arrival, he will receive a new message containing a map to the hotel, his room number and useful information for his stay. Once at the hotel, they can pick up their key directly at the express check-in desk.

AccorHotel offers this service which is accessible from its website. You can also set up a similar system by creating the website of your hotel (discover our article about it).

Put an end to lost and forgotten keys for your guests: the smartphone can now replace the key! With a simple click, your travelers will be able to access their room without having to go through the reception. Everything is digitalized! Thanks to a mobile application accessible to all, your customers will be able to choose their room, check-in and check-out, and open their room door.

Louvre Hotel group already allows its travelers to use this feature, which is being tested in two establishments before being rolled out to all of the group’s hotels, through its free application : “HotelForYou”.

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 the arrival and stay of your customers, with an intuitive handling and a summary of all useful information. It allows you to indicate to your customers :

• the wifi code (with a simple copy/paste)
• good addresses nearby useful numbers (reception, additional services…)
• practical information (reception and pool hours, check-out time…)
• digicodes (access code to the parking lot, to the hotel…)

Your client will access the welcome booklet by scanning with his smartphone a QR code placed in an attractive photo frame. Aesthetically pleasing, it will fit perfectly with your hotel’s decoration. Create your first welcome booklet for free.

Customer service is the key to the success of your establishment. Satisfying your customer now requires using new methods that will allow you to impress your travelers with your modernity and save time (for you and for your customer). So go to the hotel business 2.0!