Self-service kiosks have become a lifeline for both the hotel and restaurant industries, playing a crucial role in their survival during the pandemic. Now, self-service technology has moved from being a novel concept to a vital component of modern hotel operations.
As busy travelers expect to have more choices during check-in, hotels are turning to kiosks to meet these demands. This shift has allowed hotels to allocate resources more effectively and focus on extending personalized guest services.
But there's more to gain with this technology. Let’s take a better look into the top reasons why investing in self-service kiosks is a smart move for the next decade.
1. Self-service is a big hit with Millennials and Gen Z
As more Gen Z and Millennials check into hotels, the demand for self-service options is on the rise. These tech-savvy travelers love the freedom and speed that kiosks offer, often choosing them over traditional service desks.
A survey by PlayUSA found that 84% of Americans prefer kiosks to human-run checkouts. This preference is strongest among the younger crowd: 84% of Gen Z and 76% of Millennials pick tech-based options. Interestingly, almost 1 in 6 would rather wait for a kiosk than use an open human-run checkout!
Why is this trend growing? The reasons are clear. Many people find kiosks faster, with 71% pointing to speed as a key factor. Plus, 60% enjoy having less social interaction. It's clear that hotels should consider adding self-service kiosks to meet their guests’ desires and offer them what they really want.
2. Kiosks help you solve labor shortage
The hotel industry is feeling the heat from the labor crisis. Staff shortages, rising wages, and unhappy employees are affecting guest satisfaction and could hurt profits down the road.
Cutting back on some services like daily housekeeping might be an option, but guests still count on good service. That’s where self-service kiosks can come in handy as a game changer.
Kiosks take care of routine tasks like check-ins, check-outs, and key dispensing. This lightens the load on your staff, helping to reduce stress and prevent burnout. With kiosks handling these jobs, your team can focus on better, more personalized service. Even with a smaller team, you can keep guests happy and maintain high standards.
3. Kiosks can keep your front desk open 24/7
Imagine if your guests could check in or check out anytime, day or night, on their own. After setting up outdoor kiosks, hotels can "close" for the night without actually shutting down. This way, you save on staffing costs while still giving your guests round-the-clock service.
Take one of our clients, the hotel Das Kittchen, for example. They use HotelFriend outdoor kiosks as a part of their digital infrastructure to let guests check out at night independently, even after the reception is closed. In this case, guests enjoy great service, and the hotel runs smoothly without needing extra staff for night shifts.
4. Kiosks improve data accuracy and security
Handling guest data correctly and securely is vital for hotels. Today, self-service kiosks offer a smart solution to meet this requirement.
When guests use kiosks to enter their own information, it cuts down on errors that can happen with manual entry. This means guest details are more accurate, which helps personalize services and improve guest profiles. Fewer manual steps mean better data protection, reducing the risk of mistakes.
Kiosks also come equipped with features like secure data encryption, regular software updates, and multi-factor authentication. These tools help secure guest data and meet all legal standards. With options for ID and passport scanning or manual verification, kiosks keep both guests and operations safe from unauthorized access.
5. Get more revenue from upselling during check-in
Making guests happy and boosting your hotel’s revenue can happen at the same time if you upsell your offers during check-in. Self-service kiosks make this process super smooth. They can suggest personalized upgrades like nicer rooms, SPA packages, or local tours.
Kiosks can also easily highlight special promotions or limited-time deals with eye-catching images and details. This is a great way to tempt guests to add a little extra to their reservation. Since they often look for ways to enhance their vacation, offering these options during check-in catches your guests at the perfect time.
6. Cut costs in your hotel restaurant operations
Another study reveals a significant rise in restaurant kiosks, with installations increasing by 43% to nearly 350,000 worldwide by mid-2023. As costs rise and wage hikes loom, many restaurants are turning to kiosks to cut expenses and boost sales.
Many big fast-food chains report increased sales after installing kiosks, proving them to be a wise investment. Why not take a cue from major players and enhance your hotel's restaurant operations?
With the growing demand for quick and convenient service, the kiosk market is expected to expand further, potentially reaching 700,000 installations by 2028. For hotel restaurants, this presents a golden opportunity to adopt kiosks and reap the benefits of this technology.
7. Break the language barrier
Last but not least, self-service kiosks with multilingual software simplify check-ins and check-outs by allowing guests to select their preferred language, whether it's English, Spanish, Mandarin, French, or any other major language.
Sure thing, kiosks that speak multiple languages can boost sales. Guests are more likely to say yes to offers they fully understand. With this tech, hotels make things more accessible, keep guests happy, and encourage them to return.
Addressing common concerns about hotel kiosks
As more hotels look to improve guest experience with self-service kiosks, it's natural for questions and concerns to come up. Let's look into two of the most common topics that hotel owners often ask about.
What are the most common kiosk issues?
Kiosks are generally reliable, but sometimes they can run into problems like losing internet connection, software glitching, or having confusing screens. To avoid these hiccups, it's best to choose kiosk systems known for giving regular updates and good technical support. Making sure there's a strong internet connection and having easy-to-follow instructions on the kiosk screen can help keep things running smoothly.
How can kiosks handle group reservations?
Handling group bookings with kiosks is actually pretty simple. Group leaders can enter everyone's details, and each member can check in using that info. This is especially handy when the front desk is busy. Some kiosks can even assign rooms close together to keep groups on the same floor or block. This makes things easier for guests and takes some stress off your front desk team.
Integrated technologies deliver the best results
The best hotel kiosk systems seamlessly integrate with existing property management infrastructure, offering flexibility, customization, and compatibility that keeps pace with technological advancements.
During staff shortages,kiosks like those from HotelFriend are especially helpful. They simplify almost every crucial hotel task: handling check-ins and check-outs, booking rooms, ordering services, processing payments, and issuing room keys, all with just a few touches on the screen. Thanks to automation, you can ease daily workloads and provide consistent, top-notch service for guests.
If you're considering how kiosks could benefit your hotel, exploring modern systems is a good start. A demo with HotelFriend can offer valuable insights into the practical advantages these kiosks can provide, making it easier to decide whether they're a suitable fit for your property.
Curious to see how kiosks can transform your hotel operations? Book a demo with HotelFriend today to discover the benefits firsthand.
