What is mobile check-in for hotels?
Mobile check-in for hotels is technology that allows hotels to send guests a link via an app or email to check in online, ensuring that the process is as smooth as can be. The guest is asked to register their documents and payment information before they even set foot in the hotel.
Once the guest’s personal and reservation details are verified, they'll receive confirmation with a personal identification code to access the room. Guests can then enter the property by scanning a wireless key reader that unlocks the room without the need for a traditional key.
Mobile check-in is a way of leveraging technology to provide a seamless, top-level guest experience. This same technology can be used to order room service, book transportation or find out what attractions to visit.
Why is hotel mobile check-in important?
Hotel mobile check-in is important because it allows guests to take control of their experience. If a guest has the option to check in before they arrive, they can skip the queues and small talk, and there’s consequently less strain on your front desk staff. The more automated certain processes are, the more your staff can focus on providing personalized experiences and remarkable hospitality.
What are the benefits of including mobile check-in at your hotel?
There are many reasons to include mobile check-in for your hotel, but here are the main ones.
Enhance customer experience and satisfaction levels
Guests are demanding more than ever before, so discovering ways to put your hotel a step ahead is key. The ability to offer a streamlined way to complete the check-in process is incredibly convenient, helping customers avoid the hassle of waiting in line, and therefore boosting their overall satisfaction.
By enhancing the customer experience with smooth operations, you can also expect to get more positive reviews on platforms like TripAdvisor. This will encourage future bookings for first timers and increase guest retention rates. Plus, happier guests and more efficient processes are crucial for driving performance metrics such as RevPAG.
Drive additional revenue through increased marketing and sales opportunities
Upselling is an effective strategy ideally employed during the initial phases of the booking process or upon check-in. During these two phases, you can present unique offerings such as restaurant reservations, room service, upgrades, luxury services like spa treatments and massages, or discounted tours.
The choice of upsell items should align with the unique services your hotel offers, presenting a significant opportunity to boost revenue per booking. While closing the initial sale can be challenging, once achieved, it becomes easier to encourage guests to enhance their experience with additional services. Mobile check-in enhances this process, allowing guests to explore and select these options effortlessly.
Furthermore, online check-in serves as a powerful tool for revenue generation by engaging a captive audience for promoting activities and upselling products. Hotels can provide exclusive discounts, expanded room service choices, and supplementary amenities, all contributing to a seamless guest experience.
Moreover, hotels can leverage the readily available customer data from online check-ins to build email lists. These lists are invaluable for targeted marketing campaigns, promoting future offers, and fostering guest loyalty over time.
Save on time and human resources
Instant gratification has now become the norm, largely driven by mobile technology. People expect to accomplish tasks swiftly and on their own terms, and this extends to the hospitality industry. Mobile check-in is a crucial part of this, keeping the process quick and smooth. With a check-in kiosk, guests can take care of everything they need in their own time. Having smarter self-service technology gives your hotel a competitive advantage over those who don’t.
With the check-in kiosk, you can cut out front desk waiting times, boost guest satisfaction and create a one-of-a-kind check-in experience. Setting it up for hotels is as easy as scanning a QR code and can easily be integrated with other Mews Operations tools.
Guests can enter their reservation number while enjoying a contact-free experience. They can even cut their own room keys, use the integrated payment terminals, passport scanner and take care of registration digitally.
Not only is it better for the guests in terms of time savings, but it's also better for the hotel because it saves on human resources. The front desk staff that traditionally had to take care of the lengthy check-in process can now spend time improving the guest experience elsewhere, freeing up time for more important tasks.
Boost brand loyalty
Mobile check-in can be seen as an added benefit to guests. This smooth check-in process reflects well on the hotel, making guests feel that their needs have been thoughtfully considered, thereby increasing brand loyalty. By providing guests with a personalized, one-of-a-kind experience with convenience at its core, guests are more likely to want to repeat their stay in the future or recommend staying here to others.
Helps set you apart from the competition
Technology is a great way to set yourself apart from the competition because it’s a means of showing your guests that you’re on top of the latest trends. This allows guests to feel like they’re a part of technological progress and helps with your brand’s reputation as being forward-thinking.
Enhances personalization efforts
Personalization is a key element of the hotel experience. Offering customized services enhances the guest experience and mobile check-in plays a crucial role in this. By checking in on mobile, guests provide valuable information before they arrive, such as the purpose of their visit, special occasions, birthdays, and any specific requests or room preferences. This data enables hotels to tailor their services to each guest, ensuring a memorable stay that fosters loyalty and satisfaction.
You can also use the information you collect at the time of check-in to send personalized offers and optimize your upselling practices like a deluxe or Seaview room instead of a standard room.
Improved accuracy and security
With mobile check-in, guests input their information at their convenience, reducing the likelihood of errors. You can also integrate secure payment gateways into the process to ensure safe transactions, eliminating the need for staff to even look at credit cards. Overall, this minimizes the chance of identity fraud.
Lower operational costs
Operational costs like printing key cards and registration forms can be cut out as guests can use digital keys and digital forms to check-in. This means less paperwork, which also means less operational costs.
Common issues with hotel mobile check-in
Of course, as with any technology, there can be some issues and challenges with hotel mobile check-in.
Technical problems
Technical issues can arise such as a payment processing problem, compatibility problems with the operating system, or even an error in pulling up the reservation, which can be frustrating for users.
Not friendly user experience
It's important when designing a mobile check-in journey that the user experience is well-contemplated. If there are too many steps, or the app or the interface is not designed well, it can make the check-in process cumbersome or complicated.
Guest adoption
If you have an online check-in available it’s important to educate your guests and make it clear that the option is available, otherwise adoption will be difficult. For older or less technologically-savvy guests, they may prefer to be guided in person step by step. This is why it’s important to have the option to do the check-in in person as well.
Connectivity
Nowadays it’s less common, but sometimes when guests are traveling abroad, they might not have access to cell phone data or text messaging, which would leave them to depend on potentially slow or unreliable Wi-Fi to do the check-in process. This can create hurdles to checking in, especially if login and text-message authentication are needed.
Missing the personal touch
Many guests appreciate the added personal touch of interacting with hotel staff when they first arrive, as this allows them to solve any questions or problems directly in situ. This is why it’s key to have dedicated support on hand should any issues arise during the process, along with the option to continue checking in in person.
Why you should choose Mews for implementing mobile check-in at your hotel?
Mews is a great option for implementing mobile check-in because it offers reservation search options, data collection, and integrated payment, enabling guests to complete the entire check-in process on their own. With dynamic forms that allow customization of check-in requirements and step-by-step instructions, you can ensure a hassle-free experience.
Mews also provides the option to upsell, allowing guests to enhance and customize their stay while boosting your hotel’s ancillary revenue. Guests can choose upgrades and add products and services, such as early check-in, as they go.
Conclusion
Competition is now fiercer than ever, and travelers increasingly prioritize ease and convenience. Therefore, staying at the forefront of technological advances is paramount in today's hospitality industry.
Utilizing mobile check-in technology offers a significant advantage in enhancing customer experience and satisfaction levels. It helps drive revenue, streamline operations, and differentiate your hotel from competitors, thereby fostering greater brand loyalty.
Today, it's more crucial than ever for guests to perceive your hotel as innovative and committed to delivering seamless and enjoyable stays. This commitment not only enhances customer satisfaction but also fosters customer retention. Mobile check-in plays a pivotal role in achieving these goals.
Download our guide "Embracing a contact-free experience"
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