The 5 key steps of an online hotel check-in

You don't get twice the chance to make a good impression. The hotel check-in online is an integral part of the customer experience. If you want it without a hitch, you have every interest in building your procedure forremote recording of a customer with care. GetWel.com helps you with this practical guide to the 5 steps of a digital check-in successful in 2024. 💻

Step 1: Collect reservation data

Hotel distribution is now multi-channel. Like most hoteliers, you receive reservation requests from your website, by phone, email or via online travel agencies such as Booking, Expedia, Hotels.com, etc. 🌐

In order not to miss any request, it is recommended that your solution of Check-in digital is linked to all of these channels via a hotel management system (PMS). 🔗 This way, you can more easily collect reservation information to set up an effective remote customer registration procedure.

💡 Note that there is no average time frame for sending a check-in email On-line to a hotel guest. If you are worried about sending it too soon, supplement it with notifications the day before or on the day of arrival.

Step 2: send the pre-stay email with the online hotel check-in link

This welcome message is a key step in the customer experience. It deserves special care from you. Here's what it should contain:

• a personalized welcome and thank you text; 🙏
• the link to the solution of Check-in of the hotel online: form, website page, mobile application; 📱
• the instructions for registering online (not to mention that the Check-in at the counter is possible for customers who are allergic to digital technology 😅). You can also invite travelers to consult an FAQ that you post on your website. This makes it possible to lighten the email and make this information available to everyone.
• the advantages of online check-in, if you want to encourage as many customers as possible to click on the link 🖱️.

Even if you want to talk about all the services you offer, don't get too scattered in your message and keep one goal: to convince your host to check in remotely. Need help? Follow us 4 tips for building a useful and effective pre-stay email. 🚀

💡 Choose a digital check-in solution that automates the sending of emails. You reduce the risk of errors and your reception team saves a lot of time!

Step 3: Verify customer information and needs

The primary purpose of online hotel check-in is to facilitate your operational management. The verification of the person's identity and the details of their reservation can thus be carried out remotely. Same for checking official documents (national identity card, passport) and collecting police records for international tourists 📄.

Do you ask foreign tourists to fill out the individual police form?

Upon check-in, hoteliers in France are required to ask foreign customers (including European Union nationals) to complete an individual form upon arrival. According toarticle R814-1 and following of the Code of Entry and Residence of Foreigners and the Right of Asylum, this obligation aims to identify international tourists in order to prevent disturbances to public order, judicial investigations and research in the interests of people.

In addition to the advantage of reducing administrative tasks, digital registration allows hoteliers to collect the data necessary to prepare and personalize the customer's stay. What time is he scheduled to arrive? Does he have a preference for his room? Does he want to reserve a parking space? Does it have dietary requirements? Does he want to make a special request (non-smoking room, baby equipment, easy accessibility...)?

💡 Consider seeking the consent of your customers for the collection and processing of data, in accordance with your privacy policy.

Step 4: promote hotel services and activities in the area

Checking in the hotel online is an excellent excuse to discuss the services and activities that the customer can take advantage of during their stay.

Indeed, once the administrative formalities have been settled, there is a good chance that the customer will want to immerse themselves in their future trip. It is therefore the perfect time to arouse their interest and offer them, for example, a wellness massage, a gourmet meal at the hotel restaurant, an admission to a city museum, etc. 🎟️

And why not offer him the possibility of booking his service online via a Guest app Or a Room directory to download on your phone?!

This proactive approach not only promotes the increase of Revenues from Cross-selling And ofUpselling From your hotel, but also contributes to generating positive ratings and comments for your establishment.

▶️ Discover the Room directory by GetWelcom, the most complete digital solution on the market.

Step 5: Confirm customer online registration

This final step is just as important as the previous ones. The confirmation message must include a certain amount of information to reassure the customer.

• The procedure for accessing the room: check in at the reception, electronic card, electronic card, access code, virtual key, etc. Do not forget to specify that you are sending a message when the room is ready — if you do it of course! 🔑
• Practical information about the hotel, including reception opening hours. 🛎️
• The access map to the hotel. 🗺️
• The different ways to contact you for any additional questions: telephone, email, email, instant messaging, social networks, etc. It is important to show your host that you remain available even if the check-in process is done online. 👋

▶️ Discover the GetWelcom online check-in solution and make this administrative process a great showcase for your establishment!