The most critical part of your customer service experience is your arrival and check-in at your B&B. You want them to walk in and feel remembered and accepted, above all. After all, this is your first impression about your property. To get check in right at your property, there’s a lot to consider. The guest’s needs must always come first, but you also need to take into account the efficiency of your business and how you can operate most effectively.
The hotel check in process and guest expectations
The hotel check in process has a pretty historical routine that is sticking around even to this day.
In general the process followed is:
- The guest arrives and heads to your reception/front desk.
- The guest is identified and has their details checked
- Front desk staff will give the guest an introduction to the hotel.
- The guest will take note of amenities and regulations etc and ask any questions
- The guest will be handed their keys/keycard
- Luggage is taken to the room by the guest or hotel staff
- The guest enters and settles into their room
It has been this way for so much that the guests expect exactly, but are they satisfied with a process on paper which is basic, but can be time consuming and complicated?
Guests are usually notified when they will check in and out respectively, with check-in and check-out times typically agreed upon. However, there are also other arrangements for early or late check out between hotel and guests. Some assets are inspected on time and at some times of the day, the front desk closed, for example overnight. Yet this isn’t always convenient for the guest because check-in and check-out times aren’t exactly the same.
It could be a real benefit if you allow guests to pay for check-in early / late. The extra wiggle room is enjoyed by visitors to make their trip even easier. This activity is turning into a phenomenon, not just within the smaller buildings. This advantage is offered by well-known brands like Hilton, Marriott and the Intercontinental Hotels Group. It’s another way to boost the property’s auxiliary revenues.
Does your hotel allow online check in?
Travelers also appreciate modern technologies and certainly enjoy choices. As for the check-in, guests can jump on something that encourages check-in. The guest will save much time and appeals from the remote or Online check-in before accessing their rooms for those who are seeking minimal human touch. Online checks can be made simple for guests through your website or a dedicated mobile app. You can also use online check-in to assist with your marketing and loyalty efforts. Guests can learn more about your lodging, enjoy exclusive benefits or other facilities during online check-in negotiations.
Here are the main reasons you should consider online check-in at your hotel:
- Convenient for the guest
- Reduces queues in the lobby
- Improves the customer relationship
- Showcases your website and other parts of your property
- Reduces staff workload
- Enhances guest experience
- Extra source of revenue
Average hotel check in time
The demand for customer service every day and high quality is growing quite a lot in every sector, but hospitality was always especially relevant. Travelers want to manage their schedule and enjoy their journey according to their preferences. This is contrary to the general trend when visitors are asked to check in and check out in the afternoon of their quarters.
Twenty-four hour check-in is something you should seriously consider, for the following reasons:
- It will improve guest experience
- It can help increase RevPAR
- It could increase direct bookings
- Lighten the load on staff
Mobile check in at your hotel
Obviously, you have to change your own administrative schedule to include flexible guest arrival and guest departure times. Especially B&B operators with limited staff can be very difficult. Now travelers can check in for a flight, take a ride and order from their favorite restaurants using their mobile devices. When you check into your hotel, you want to have the same luxury. The passengers of today do not want a process that allows them to go directly to their room instead of waiting in line at the front desk.
Value of self check in at your hotel
Self check-in can really simplify the process for guests, and actually help personalise it.
Here are some key points:
- Self service doesn’t mean lack of service
- Staff can priorities
- Upsell and revenue opportunities
- System integration
- No more lines
Essentially, travelers now expect their smartphone to do almost everything – technology plays a central role in their lifestyles. Invest into a smartphone app to check in and check out your property for your visitors themselves. You don’t have to wait to move into your room with extra work at a time that is difficult to do.