The hotel check-in process has long been an important, albeit tedious step in a guest’s to-do list. But digital advances are making it much easier to improve check-in and check-out procedures. Hotels can reduce wait times at check-in with user-friendly software systems that leverage the latest technologies for guest messaging, information collection, and room access. Improving guest satisfaction is essential for hotels.
Based on contactless hotel experience reports, properties offering digital check-ins achieve a 25% higher guest satisfaction score. A better arrival sets expectations and can provide the welcoming, positive experience that guests return for. To improve your hotel check-in process, invest in solutions for mobile and keyless entry, pre-arrival messaging, and personalized direct bookings.
1. Offer express, mobile check-in
Adding a white label app for hotels to your property’s daily operations is one of the most popular ways to improve the check-in process. With this advanced tech solution, guests can self-check-in at hotels prior to arrival using their own mobile devices. This allows them to completely bypass the lines at the front desk and gives them more time to explore the property and destination.
A hotel mobile check-in solution also gives your staff more time to build authentic relationships with guests. You’ll no longer be limited to asking for preferred payment methods and ID verification.
In addition to express check-in capabilities, advanced mobile app software features user-friendly planning tools, from itinerary builders to guest-to-staff direct messaging. Built-in hotel booking engines reduce OTA reliance and make it easier for guests to make reservations.
If your hotel is interested in adopting a mobile check-in solution, schedule a demo of our app today.
2. Introduce keyless room entry
Speaking of the check-in line, waiting in long lines to receive a physical room key card doesn’t signal the beginning of an exciting vacation. Why bring down the high of arriving for a vacation by forcing guests to stand in line? Give them digital hotel keys instead.
This mobile access technology offers a guest a secure room key the moment their accommodations are ready, without needing to visit the front desk first. This contactless check-in solution reduces arrival lines, wasteful plastics, and front desk visits to report lost key cards.
Best of all, mobile key software is integrated directly into a mobile app, eliminating the need for guests to download multiple applications. Soon enough, the check-in line will be a thing of the past.
If your hotel is interested in seeing how keyless entry works, schedule a demo of our digital key solution.
3. Build anticipation for your guests’ arrival
There are plenty of ways to improve the hotel check-in process on-property. But many hotels miss the mark when it comes to optimizing the pre-arrival process from the moment a booking is made.
The booking confirmation email should set expectations and answer frequently asked questions about the check-in process and hotel policies. It’s also an opportunity to promote your hotel mobile app for a smoother guest check-in experience.
4. Beef up your pre-arrival messaging
Pre-arrival messaging can improve the check-in experience by:
- Building guests’ anticipation for their visit
- Providing important information related to their stay
- Streamlining the check-in process
- Supporting personalization efforts
In addition to the “We look forward to welcoming you” verbiage, your pre-arrival messaging should detail the check-in process. What do guests need to provide at check-in? What time is check-in? What can guests expect if they arrive early?
Really, the pre-arrival email should reiterate frequently asked questions about the check-in process and hotel policies. But it’s also an opportunity to build excitement, so don’t hesitate to share area guides, provide things to do nearby, present news about your property, or highlight your services and amenities.
5. Make your guests ‘check-in ready’ on the day of arrival
At this point, you’ve built anticipation and provided important check-in information for your guests. A pre-check-in email puts a bow on the pre-arrival process — and is the one final email you should be sending to your guests before they get to your hotel.
To be sent on the day of arrival, this communication should include all of your hotel’s check-in FAQs and promote mobile app downloads. With a hotel guest messaging solution, you can easily segment your guest database, create eye-catching templates, and push hyper-personalized, automated campaigns.
Remember, just because someone booked now doesn’t mean they can’t cancel later. Incorporating an automated messaging strategy can help eliminate any second-guessing.
Want to see how pre-arrival communications can improve guest check-ins? Contact us to schedule a guest messaging software demo.
6. Encourage guests to book direct
You can motivate guests to book directly through your hotel’s website by providing exclusive perks or incentives, such as room upgrades, complimentary services, or loyalty program points. Encouraging direct bookings benefits guests and hotels because it enables the property to streamline data collection and provide a smoother check-in process tailored to each guest’s preferences.
To make the online booking process a breeze, consider using hotel reservation software that:
- Is built with a mobile-first design for improved conversions across devices
- Includes real-time data, such as room display, room rates, and occupancy
- Is ADA compliant
- Integrates seamlessly with the look and feel of your hotel website
7. Make the check-in process personal
This is where the book-direct encouragement proves even more useful. The information you receive from direct guest bookings can make a significant impact on your pre-arrival messaging. It’s also a useful guide for hotel staff to welcome guests on a more personal level. This intentional touch creates a welcoming atmosphere and goes a long way in enhancing the guest experience at hotels.
