Enhanced customer service, reduction to staffing costs, and a better utilization of hotel resources are just some of the hotel benefits obtained by successfully implementing self-service kiosks. Many customers are already accustomed to using self-service alternatives for airline check-in, rental cars and supermarket check-out. Today, customers are demanding the same convenience and ease of use in the hotel check-in process.

Changes in consumer attitudes and in the technology itself have brought about a general acceptance of self-service both in terms of ease of use and overall comfort level. Customers are demanding choices and convenience in order to maintain control over their experiences.

Self-service kiosks are changing what guests expect from their hotel experience and what hotel operators expect from their technology. The demand on many hotel operators is to run on thin margins while simultaneously having to address issues like systems integration, occupancy and customer service levels.

Self-service can boost guest satisfaction and hotel efficiencies when deployed well. Kiosk check-in and personalized service are not mutually exclusive. In fact, kiosk check-in is another avenue for hotels to provide a service alternative that an increasing number of guests demand. Not providing this alternative as a critical component of the hotel business strategy will only ...