• Viktor Michel-Häggström

How Self-Service Kiosks Can Help Hotels Overcome the Global Pandemic

Self-service technology itself is nothing new. In fact, we have already seen it radically change the way customers interacts with businesses in a range of industries. In the wake of the COVID-19 pandemic, companies are leveraging on the technology to overcome the pandemic and regain customer confidence.

Over the past few years, consumers have increasingly become familiarized to self-service technology, from McDonald’s implementing self-service ordering kiosk at all their U.S. location in 2020 to Singapore’s ground-breaking high-tech airport terminal. The technology has been embraced by companies in countless industries worldwide and is often used as a method to create a seamless customer experience and reduce operational costs.

Even though a recent survey of 2,654 consumers by the Travel Leaders Group showed that 78% of respondents would like to see self-service kiosks more widely available for check-in. Hotels have long been hesitant to apply the technology, most often they presume it will negatively influence the customer experience. But the COVID-19 pandemic has radically changed businesses mindset about this futuristic technology.

The Top 3 Benefits of Self-Service Kiosks in Hotels Right Now

1. Promoting social distancing

As a result of the new social distancing norm, companies are turning self-service kiosks to promote social distancing and regain consumer confidence. We have in the past months seen airlines globally shift to contactless self-service solutions as a way to reduce unnecessary human interaction and increase passengers safety in the airport. This pandemic forces hoteliers to rethink the entire guest journey, particularly as many hotels pride themselves of having person-to-person contact at every point. In a post-COVID world, the traditional check-in processes are incredibly outdated. Having guests cram into long queues to the front desk, puts both your employees and guests at risks. Hotels that are utilizing Metasphere Technologies Inc. self-service technologies, such as mobile check-in and kiosks, can strategically promote social distancing by breaking up queues and give concerned guests an option to avoid unnecessary human interaction.

Guests can skip check in at reception and directly go to room

2. Overcoming operational challenges

The hotel industry faces one of its biggest challenges in decades. COVID-19 projections show that hotels are having occupancy rates at unprecedented low levels, ranging between 15% and 30%. This has harmed the profitability and forced hoteliers to reduce their expenditures dramatically. With predictions showing it will take years before we return back to the pre-COVID numbers, many hoteliers are struggling with finding the right balance between increasing rates, maintaining occupancy and lowering operational costs. To survive in these challenging times, hotels need to take a holistic and long-term approach. Surely, laying off employees can be a method to reduce costs. But, what happens the day we return to stable occupancy levels, don’t we have to re-hire the staff again? Thinking long-term and investing in technologies that help you reduce operational costs on a long-term is another approach. Hotels that are strategically investing in self-service solutions to lower operational costs are certainly better prepared for the future.

3. Finding new revenue streams

Haven’t we all experienced going to KFC, ordering food via their self-service kiosks and ended up buying way more than what we originally planned for? For a long time, hotels have relied on their front desk staff to upsell to guests, but there is always this balance between selling and providing service, which often makes employees uncomfortable in asking upselling questions. Whether you want to upsell guests room categories, spa treatments or a meal at the hotel’s fabulous restaurant. One of the advantages of using Metasphere Technologies Inc. self-service kiosk is indeed the ability to implement upselling functions, either as a mandatory or optional stage at the check-in. That way, you ensure that all guests have been informed about the incredible offers you have at the hotel, and avoid any missed upselling opportunities.

Hotel kiosk can be used to up sell

About Metasphere Technologies Inc.,

Metasphere Technologies Inc. has helped hotels to stay globally competitive for over 15 years through its market-leading product portfolio of solutions built on I.T. technologies in process management, business intelligence and service-oriented architecture. Click here to learn more about Metasphere's products.

Metasphere Technologies Inc’ has a team of talented professionals based across the world, including USA, China, United Arab Emirates and the Philippines. The company’s solutions are installed in leading hotel chains and multinational enterprises worldwide.

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