Hotels set new standards of hospitality with digital check-in

The way we travel has undergone a radical transformation in recent decades, largely driven by digitalisation. From booking flights and accommodation to planning itineraries, virtually every aspect of travel can now be managed online. 

Digitalisation transforms travel 

D

igitalisation has permeated all sectors of the tourism industry. Car rentals, for instance, allow vehicles to be booked and paid for via mobile devices, avoiding long queues at agencies. Flights have long offered options for online check-in, seat selection, and mobile boarding, streamlining the process at airports. In this landscape, hotels could not be left behind and have adopted digital solutions to meet the demands of increasingly discerning travellers. 

Modern travellers’ demands change identity verification 

Today’s travellers seek seamless and frictionless experiences. They value convenience, efficiency, and personalisation. They wish to manage all aspects of their journey from their mobile devices, without the need for cumbersome procedures. Digital check-in meets these demands by allowing guests to: 

• Save time: Avoid queues at reception and go directly to their room. 

• Greater flexibility: Check in at any time and from any place, even before arriving at the hotel. Such a solution enables travellers to organise themselves without relying on third parties. 

• Personalisation: Select preferences and additional services during the check-in process. 

For hotels, having integrated solutions that allow them to identify their customers remotely translates to reduced operational costs due to less need for reception staff and streamlined internal processes.  

The adoption of online check-in technologies in hotels does not mean laying off staff, but rather enhancing the hotel’s service offering. This system allows reception staff to focus on providing a more personalised and higher quality service to guests, addressing specific needs and resolving issues more efficiently. By freeing staff from routine tasks, hotels can improve the customer experience and offer more attentive and dedicated service. Additionally, guests often have the option to choose their preferred check-in method, whether digital or traditional, which is an advantage as it caters to the diverse needs and preferences of modern travellers. 

Essential elements of an online check-in system 

An effective online check-in system could include, among others, the following features:  

• Intuitive interface: Easy to use for guests of all ages. 

• Integration with PMS: Connection with the Property Management System (PMS) for automatic updates of reservations, room selection, etc. 

• Secure payment options: Various payment methods for greater convenience. 

• Proactive communication: Sending reminders, notifications, and personalised offers. 

• Mobile access: Availability on mobile devices and tablets. 

Digital check-in at kiosks: a complementary option 

In addition to mobile solutions, digital check-in can also be implemented through self-service kiosks strategically placed within the establishment—another way to employ secure digital identity verification solutions. These devices offer a practical and efficient alternative for guests who prefer to complete the check-in process in person at their own pace, without the usual queues. 

Check-in kiosks typically feature intuitive touchscreens that guide guests step by step through the registration process. Much like online check-in, guests can enter their personal details, select their room, and make payment. Once the process is complete, the kiosk issues an electronic key or access code that allows the guest to proceed directly to their room. 

TrustCloud identity verification and its benefits for hotels 

By using identity verification providers like TrustCloud, hotels can deliver a digital check-in experience via mobile, on-site, tablets, or at reception, seamlessly enhancing the guest journey and increasing customer satisfaction, with multiple benefits for all parties:  

• Compliance with regulations: Ensuring that all guests register correctly and provide the necessary documentation in accordance with the regulations of each country. 

• Fraud prevention: Reducing the risk of scams and fraudulent occupancy. 

• Enhanced security: Providing a secure environment for all guests. 

• Optimised processes: Streamlining the check-in process and improving operational efficiency. 

With carefully designed verification strategies that utilise technologies such as facial recognition, biometrics, and real-time data analysis, hotels will be able to offer an almost instant check-in process, allowing guests to access their rooms without delay. These solutions will not only enhance security and reduce the risk of fraud but also enable hotels to better understand their clients’ preferences and needs. 

The integration of these advanced technologies will increasingly transform the hotel experience, making each stay unique and tailored to guest expectations, while allowing staff to focus on providing warmer and more personalised service. 

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