Since the pandemic, self check-in has evolved from convenience to expectation as travelers prioritize a smooth arrival. Seventy-one percent of guests would rather use this digital approach.
However, going contactless doesn’t guarantee satisfaction. A convoluted or unreliable process will have guests wishing for a simple plastic keycard—or that they’d booked the hotel down the street.
Here’s how to curate a streamlined, frictionless self check-in experience that differentiates your property for all the right reasons.
The Right Software
Great self check-in starts with a great property management system (PMS) that seamlessly integrates payment processing and mobile key software. Staff should not have to manually transfer data between systems or handle payment details.
WebRezPro Property Management System’s guest agreements (digital registration cards) allow travelers to review the terms and conditions of the stay and provide registration information—including their ID, vehicle details, payment info, and digital signature—online before arrival. Once the completed agreement is submitted, the system automatically attaches it to the appropriate reservation. This feature reduces administrative friction whether you offer fully contactless arrival or simply aim to accelerate the process at your front desk.
Integrated payment processing accelerates check-in by enabling guests to securely provide their credit card information during the digital registration process. WebRezPro allows properties to collect deposits automatically ahead of time, according to their policy.
For a contactless experience, guests require digital keys as well. The connection between your PMS and mobile key system empowers them to use their smartphone as their key either by downloading an app or receiving a keypad PIN code. Upon check-in, your PMS sends their data to the mobile key system, immediately triggering the generation of a digital key, which automatically deactivates at the scheduled departure time.
Choose robust systems with high-quality APIs to condense workflows and improve data accuracy. Linked to over 150 industry-leading software solutions, WebRezPro enables you to build a sophisticated tech stack tailored to your property’s unique needs.
The Right Instructions
Precise communication is vital. Without it, guests may not even realize you offer self check-in, so promote it in your website FAQ and pre-arrival messaging. WebRezPro offers customizable, automated email templates for pre-arrival communications, including guest agreements.
The system’s automated delivery ensures every guest receives personalized instructions precisely when they need them, typically 24 to 48 hours prior to arrival. Be sure to include the guest’s room number, how to access their key, parking logistics, and check-in time.
For a flawless experience, have a friend or relative unfamiliar with your operations go through your self check-in process from start to finish using your instructions to uncover any pain points or confusing steps.
Check-in Confirmation
Once self check-in is complete, give instant peace of mind by automating a confirmation email, just as you would when the reservation is booked. WebRezPro comes with a specialized template to acknowledge the receipt of the signed guest agreement so that the guest knows they’ve successfully checked that off their pre-arrival list.
Upsells
Pre-arrival communications are prime opportunities for upselling—98 percent of ancillary revenue generated by email is obtained during this critical window before the guest arrives. Strategically incorporating add-on offers into check-in communications boosts your bottom line without compromising the arrival experience. WebRezPro allows properties to segment email templates by room and rate type so that guests receive only the most relevant offers.
On-site Assistance
Self check-in is an enhancement, not replacement, for the human touch. Maintaining a front-desk presence ensures you remain accessible to guests who prefer traditional methods. Some guests may not possess a smartphone or wish to download an app, and even tech-savvy travelers could have questions about their stay.
However, moving your team out from behind the physical front desk and into the greater lobby space provides a more welcoming experience. Use a mobile, tablet-based service model for comfort and operational agility. This permits staff to engage guests in a relaxed manner while offering flexibility to scale service capacity during peak hours without the constraints of fixed hardware terminals.
As with other aspects of check-in, it’s cloud-based systems that make this approach possible by enabling real-time data access from any internet-connected device both on and off property, uncoupled from a central computer or terminal.
Evaluation
To gauge the success of your digital arrival strategy, monitor adoption rates alongside average check-in times and reviews. Browsing reviews—either manually or with a reputation management tool—reveals whether guests view your self check-in process as a competitive asset or an inconvenience.
Your frontline staff’s input is invaluable as well because they process guests on a daily basis, so ask them how that process could be made simpler and where travelers may be stuck. What questions do they receive? By analyzing the most frequent inquiries and hurdles, you can continuously refine operations for frictionless check-in.
Staff also oversee the essential connections between your PMS, payments, and mobile key systems. Does this technology run smoothly, or does your team have to implement manual workarounds? If they’re forced into workarounds, it’s time to reevaluate your tech stack.
These best practices optimize arrival workflow to provide a superior experience for both staff and guests. By enabling guests to bypass the front desk, your team can shift focus toward higher-value engagement and strategic operations—a win-win.
Got questions about how WebRezPro supports self check-in? Contact us for a free, no-obligation demo.
