COVID-19 sees guests searching for alternative check-in options

Image courtesy of SALTO Systems

By Sarah Davison,

Industry Reporter

No matt er what accommodation style you off er, there is no avoiding guests checking in late. And with airports across Australia experiencing delayed fl ights, there is no bett er time to expand your off erings to allow guests to check in at their convenience and allow managers to clock off on time!

While the COVID-19 pandemic was undoubtedly a diffi cult time for the tourism industry, it did lead to an increase in contactless technology.

Recent research from Skift and Oracle Hospitality shows that travellers expect a radically diff erent experience than the one they had before the pandemic.

Skift and Oracle Hospitality surveyed more than 600 hoteliers and 5000 consumers across the globe to bett er understand their expectations in hospitality for the next three years. Likely because of social distancing protocols, the data found that travellers want less contact with hotel staff than pre-pandemic. 71 percent of guests want hotels to off er tech solutions that minimises contact with both staff and other guests. AccomNews asked industry supplier Tim Kneebone from SALTO Systems Hospitality Vertical Manager about ways to facilitate guest’s aft erhours check-in needs.

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It’s all in the cloud

With cloud-based keyless access, accommodation providers can provide guests, suppliers, or visitors access to the property and their room with a PIN code, off ering the ability to self-check-in. Before guests arrive at your hotel, they can choose to go straight to their room and receive their PIN code on their phone, or they can ask for assistance at the reception for their room check-in. Allowing guests to choose the type of service they prefer. The mobile self-check-in process, combined with keyless entry (through a keypad or digital key systems), allows guests to bypass the front desk entirely upon arrival, without compromising the level of service. Mr Kneebone said that 24/7 keyless access can help enhance the guest experience by providing greater fl exibility. “Checking into your accommodation should always be a seamless positive experience for your guests during business hours or aft er hours,” Mr Kneebone said.

“It saves your guests time and reduces ambiguity. By utilising a cloud-based access control system with mobile key and pin code technology, you can guarantee guests will be returning for future visits and telling all their friends what an exceptional check-in experience they had staying at your accommodation business.” Mr Kneebone said that guests wanted aft er-hours check-in to be as seamless as possible, and cloud-based technology can help smooth this process out. “Guests want aft er-hour check-in to be easy,” he said. “They are likely tired from a long journey, and they want to be able to access the front door and proceed directly to their room without a hiccup.

Tim Kneebone

Hospitality Vertical Manager, SALTO Systems

“By sending guests either the mobile key or pin code ahead of their arrival, this can absolutely be achieved.” Mr Kneebone added that the technology also allowed guests to have confi dence that they can access their accommodation 24/7 for the entirety of their stay, perfect if they are travelling for an event or special occasion.

Check-in kiosks

Another option for accommodation providers looking to simplify the checkin process are kiosks. Similar to those you see at the airport to check in to your fl ight, check-in kiosks guide guests through the accommodation check-in process.

In a hotel, a self-check-in kiosk allows guests to check into their room 24/7 by connecting directly to the hotel's PMS (property management system) via API and creating room keys (key cards). Kiosks can also give guests the option of choosing to upgrade their room or ordering room service- all helping to increase revenue. Hoteliers can also self-service kiosks to eliminate the hassle typically associated with hotel check-in and reduce queues at the reception.

Key control cabinets

Oft en seen in the short-stay accommodation sector, key control cabinets allow guests to access their room keys through a lockbox. A good option for guests who may be less comfortable with smartphone technology. Wall-mounted key safes are controlled by an admin who uses an app to determine a six-digit code for the key safe. One example is the Keysafe R Series, which can hold and dispense 8 to 32 keys or cards and includes a built-in key/card return. In addition to allowing access to guests, key control cabinets can also allow cleaning staff or other workers to access the guestroom when required. Mr Kneebone said that while there were upfront costs of installing new soft ware such as SALTO System’s SALTO KS, it would see a return on investment.

“Installing cloud-based access control with mobile key or pin code technology allows accommodation providers to take last-minute bookings, even out-of-hours,” he said.

“This provides additional revenue and lowers operational expenses which is exactly what the hospitality industry needs for its post-pandemic economic recovery. “The option of two credentials (mobile key or pin code) also enables your guests to choose to engage at the level of technology they are most comfortable with.”

Image courtesy of SALTO Systems

Splendid. Secure.

By design, form and function.

+ GUEST EXPERIENCE: Keyless entry, mobile check-in and check-out enables guests to receive their room key online, anytime, anywhere.

+ STREAMLINED HOTEL OPERATIONS: Streamlined operations from back-of-house to front-desk, with one easy-to-use system.

+ SECURITY & SAFETY: Comprehensive 24/7 access control that covers your entire property. Full integration capacities with third party systems.

Contact SALTO Oceania

+61 3 8683 9782 info.oceania@saltosystems.com hospitality.saltosystems.com