As hotels, restaurants, and bars strive to deliver better and more efficient services to their customers, many are turning to interactive kiosks and related technologies to help them achieve their goals.
According to the 2018 Lodging Technology Study, published by Hospitality Technology magazine, 61 percent of hotel operators questioned aim to raise their IT spending, with enhancing client loyalty being one of the top goals. And those visitors are enthusiastic about the shift to technology. According to PYMNTS.com, hotel check-in kiosks account for 11% of the overall interactive kiosk market, which grew at an average of 10.4 percent between 2013 and 2016. New capabilities like facial recognition and connection with mobile payment systems are expected to boost the value of kiosks in the hospitality industry.
Here are a few examples of how kiosks can be used in the hospitality industry.
Services provided by the hotel
Self-service check-in/check-out was one of the first kiosk-based services given by hotels, and it has proven to be one of the most popular. Guests can check in and leave, pay their money, and even get a keycard. The service is ideal for late-arriving guests who just want to get to their rooms as quickly as possible, as well as those who need to get back on the road.
In addition to those amenities, many business travelers are on their way to the airport after checking out, and they are frequently stressed for time. Allowing guests to print boarding passes and pay their bills at the kiosk can make the procedure go more smoothly. Kiosks may simply be designed to serve content in a variety of languages for businesses that cater to international travelers.
For larger hotels that host conferences or other events, a wayfinding kiosk offers event calendars and direct attendees to the right room. Kiosks also can be wont to allow guests to register for an onsite convention or fair , even allowing them to print name tags. Nearly every major hotel offers some kind of loyalty program, but they will be difficult for guests to trace . Kiosks are an excellent thanks to provide that functionality. First-time guests can check in for programs, special coupons, e-newsletters then forth, while existing members can check to ascertain what kind of rewards they’ll have earned.
One of the up-and-coming uses for kiosks during a hospitality setting is within the hotel restaurant and/or bar. Mirroring the self-order revolution already underway in QSR and fast-casual restaurants, hotels are increasingly using self-order kiosks in their dining operations as how to enhance the guest experience. Guests can use kiosks to put an order and/or settle a tab, or have those charges applied to their room bill.
In addition to assisting hotel operators with managing labor challenges, self-order kiosks are demonstrated to extend check averages through the utilization of suggestive selling. Guests can view the most recent menu items and see special prices and discounts. By integrating the software on the self-order kiosk with a loyalty program, any rewards earned are often automatically incorporated into the tab. Guests desire orders are more accurate because they’re directly involved in ordering, which perception can help improve a restaurant’s overall customer service. a group of kiosks or a tableside ordering and pay device can help speed up the checkout process by offering guests multiple places to order. consistent with the 2017 Customer Engagement Technology
Study, 49 percent of diners want to use a mobile payment solution while 46 percent say the power to use it might actually influence restaurant selection. And instead of having employees spend their time punching orders into a point-of-sale system, they specialize in creating and expediting the food and interacting with guests. this will also increase the output of food delivered, leading to higher sales, lower labor costs and improved satisfaction.