Hotel check-in: why you should go digital

No hotelier can escape it. The Check-in at the hotel is a mandatory step in the procedure for welcoming a customer. This heavy administrative task, which falls to the teams of Reception in the hotel industry has been lighter in recent years in favor of solutions On-line. 🌐 Do you want to reach this milestone in 2024? In this article, we remind you of the rules of Check-in at the hotel and let's go through the advantages of passing To digital.

How do you work and what are the different check-in procedures in hotels?

Let's start this article with a reminder of what it's like to check in and check out in a hotel. Then, we can look at the differences between traditional and digital check-in methods. 📝💻

Definition and reminder of the concept of check-in in hotels

Hotel check-in, a process by which travelers confirm their arrival and get access to their room, is a critical step. 👨🏻 ‍ ⚖️ Verifying their identity and the components of their stay, as well as handing over the keys can be perceived as a painful moment for them. So it's important to make it as smooth and pleasant as possible. Indeed, effective management of what is called customer registration in French promotes a positive first impression and an optimal customer experience.

In 2024, with the rise of digital technologies, online hotel check-in is an option that should no longer be an option ❗ It allows you to reduce queues at the reception and to devote yourself to bringing more value to the customer stay.

Definition and reminder of the concept of check-out in hotels

A successful start is as important as an impeccable welcome! Hotel check-out, the process by which travelers leave your establishment, marks the end of their stay. This step, including paying the fees, handing over the keys and verifying the additional services used, is a strategic moment for customer loyalty. Fluid and effective management of the check-out (which is translated as “customer departure” in French) strongly influences the overall feeling of the host regarding the quality of the service. A real asset therefore in ensuring customer satisfaction, encouraging positive reviews and comments and increasing the loyalty rate. ⭐⭐⭐⭐⭐

In 2024, thanks to automated billing systems, online check-out is gaining in popularity. These tools make it possible to reduce waiting times at the reception, to minimize accounting errors and to make departure more fluid, especially for travelers in a hurry. 🏃♂️

At what time can we check in and check out in hotels on average?

Check-in and check-out times vary a lot from one hotel establishment to another. However, we have identified time slots common to most hotels in France:

⏱️ Check-in times: In general, the rooms are ready to welcome guests between 2 p.m. and 4 p.m. But more and more hoteliers are offering a Early check-in (starting at 12 p.m.) in the face of growing customer demand.

⏱️ Check-out times : in general, hoteliers ask guests to leave the room no later than between 10:00 and 12:00. But for an additional fee, the lCheck-out date is now possible in a good number of establishments.

Tips to know for the customer's check-in and check-out to go well

Here are some tips for ensuring a pleasant check-in and check-out for hotel guests (and receptionists).

👌 For a successful hotel check-in:

• Offer online check-in remotely or via a self-service terminal at the entrance of the establishment, in order to save time and facilitate the arrival of the customer.
• Train and prepare receptionists to welcome hosts in a friendly, warm and effective manner.
• Collect as much information as possible before the arrival of customers to offer them hotel services that may be of interest to them.

👌 For a successful hotel check-out:

• Anticipate the departure of the customer by recalling the possibilities of Late Check-Out or Express check out, as well as transport order and luggage storage services.
• Offer online check-out or via a mobile application.
• Ask customers about their satisfaction and suggest that they leave a testimonial on the website or another online review platform.

The differences between the traditional procedure and the online check-in

Until the advent of the Internet, registering at the reception was a must for hotel guests to access their room. It is not possible to check in before arrival. This is still the case in a good number of hotel establishments. The traveller is welcomed by a receptionist who asks for his reservation information and verifies his identity. Only under this condition, the staff gives him the keys to his room.

With online check-in, there is no need to wait for the traveller to enter the lobby to check in. Thanks to the check-in On-line, all you have to do is send him an email or text message with a link. He then fills out the online form with his personal data, preferences and details of his stay. Regardless of where it is and what time it is! In establishments equipped with electronic key or code unlocking systems, the customer can even access their room directly without going through the reception. A solution of Self-check-in also made possible via a digital terminal that the hotelier installs at the entrance.

What is the point of digital check-in for a hotel?

There are many reasons to switch from paper to digital check-in for the customer, but also for the hotelier. Overview of the 5 ️ aging benefits of adopting remote check-in at your hotel in 2024.

No. 1: Digital check-in reduces hotel operational costs

Automating customer registration reduces the workload of your receptionists, as well as the stress associated with peak business hours. Thanks to the entry of information by the traveller, your Staff The host is thus freed up to carry out tasks with greater added value, such as assistance to hosts or problem solving. 🛠️

▶️ Read our article to discover 4 others tasks to be automated to relieve the hotel reception team

No. 2: Digital hotel check-in improves customer satisfaction

Collecting information on the preferences and habits of your customers during the online check-in process provides information on what they like when traveling. A gold mine to personalize their stay and offer services or facilities that truly correspond to their needs. And it's also an opportunity to earn points at the critical moment of scoring! 💬😨

No. 3: Digital check-in modernizes the hotel's brand image

Why do you regularly renovate your rooms? Certainly to give the customer the feeling of staying in an establishment where care is taken to offer the best services. The same goes for the reception. Providing innovative check-in solutions contributes to creating a more dynamic brand image of your hotel. 🌟

No. 4: Digital check-in makes it possible to generate additional revenue for the hotel

An online check-in system is much more than a simple registration form. If it has features that allow the promotion of additional services, it can be your ally for boost your hotel's turnover thanks to Cross-selling and at theUpselling. Indeed, isn't it better to suggest an upgrade, activity reservation, or in-room breakfast when the customer is preparing for their stay in the tranquility of their home rather than upon arrival after a long, exhausting journey?

▶️ Are you looking for an application that allows your customers to easily check in, consult hotel information and book a service? Discover the GetWelcom guestapp.

No. 5: Digital check-in reinforces the security of your hotel

Check-in platforms are often protected by robust security protocols that guarantee the confidentiality of customer data. In addition, enhanced identity verification improves the financial security of the hotel establishment by reducing the risk of fraud during transactions. Finally, registering online limits face-to-face interactions with reception staff, a real boon in times of health crisis.

“53% hotel customers are annoyed by the time lost at the reception during arrival and/or departure: queues, too long procedures, too administrative aspects, incompetent staff, because they are new or poorly trained...”

Source: statistics on The expectations of hotel customers based on surveys conducted by Coach Omnium

How does digital check-in improve the hotel customer experience?

Opting for remote check-in is not only in the best interests of the hotelier. Most travelers see this as an opportunity to reduce administrative procedures and start their stay more peacefully. 🧘

A smooth and serene check-in before arriving at the hotel

The main advantage of contactless check-in is the significant time savings for customers.

They can do it from their home or workplace. A way to avoid queues, which are often long and frustrating, upon arrival.

They can be registered at any time, from any device connected to the Internet.

They choose the time they want to arrive at the hotel, which gives them great flexibility in planning their trip. Especially if they no longer need to go through the front desk to get their key. 🔑

Digital hotel check-in: the key to a personalized stay

How many people have already asked you to change rooms after they moved in? For example, because they forgot to tell you that they were having trouble climbing stairs or because they wanted two twin beds and not a double bed.

With online check-in, guests can take the time to check in by specifying their preferences for room, floor, or additional services. You can thus better anticipate their needs and avoid painful inconveniences. 👍

Simplified communication within hotels thanks to digital check-in

Are you tired of repeating the same speech when a customer arrives? Would you like to have more time to discuss with them, recommend good deals, solve their problems...?

Digital check-in allows you to communicate with travelers before they arrive and send them practical information, such as reception hours, available services, and tourist attractions in the area. In addition, some applications make it possible to promote special offers or to book services, directly via the platform of Check-in digital. 📱

▶️ This is the case of the GetWelcom solution. A complete guest app designed to facilitate the stay of your customers and relieve your reception team.