How kiosks are empowering the hospitality industry

| by Sam Pryor
How kiosks are empowering the hospitality industry

With the evident increase in self-service technologies across industries, users are becoming accustomed to interacting with automated systems. Businesses in the entertainment and leisure industry are investing in touchscreen kiosks to improve services and enhance customer satisfaction. Customer service is one of the biggest factors driving deployment of automated kiosks in hotels and restaurants.


Hotels are making a conscious effort to stay up to date with developments in technology to maximize business and meet consumers' ever-growing demands. For example, 82 percent of hoteliers consider investing in the latest technologies worthwhile, with the aim to boost occupancy.

The main function of kiosks in a hotel lobby is to assist with the check-in and checkout process. Check-in kiosks do not replace a manned lobby; in fact they allow staff to attend to other visitor needs, enhancing the level of customer service.

An automated check-in system is particularly advantageous for international hotel guests due to the multilingual options. With multiple uses, kiosks also provide guests a point to access the Internet. Nowadays, people expect high-speed Internet in most hotels to connect to social media while they are away. In addition, automated kiosks can offer hotels an alternative wayfinding and information facility for guests.


Restaurants and bars are utilizing interactive kiosks to lower costs, increase efficiency and accelerate the ordering process. Kiosks thrive in fast paced environments with a high volume of customers that desire good service along with efficiency. When it comes to restaurant businesses, time is money, which is why automated systems are extremely valuable in this hospitality sector. As well as handheld devices, fixed touchscreen terminals can cover up to 30 diners during a typical service. At 78 percent, the top use of kiosk systems within restaurants is ordering and payment.

Uses of touchscreen terminals in restaurants:

• Menu and food ordering

• Nutritional information

• Kitchen communication

• Payment process

• Making bookings

• Management system


Big events such as festivals and conferences can hugely benefit from deploying interactive kiosks. For example, at a large conference, a touchscreen kiosk can allow attendees to register their arrival with ease. With huge volumes of people in one space, they are useful to assist with ticketing and payment, as well as providing wayfinding information. Kiosks at events can also be used as an advertising tool that displays promotional content and dispenses coupons.

Key benefits of kiosks in hospitality:

• Increase in efficiency

• Customer satisfaction and loyalty

• Cost effectiveness

• Focus on customer service

• Multilingual options

In all, automated kiosks will strive to boost business and drive customer satisfaction in the hospitality sector. From hotels to restaurants, there is great emphasis on providing quality customer service through using the latest technology, making the industry that little bit more competitive.

Topics: Check-in/Check-out kiosks, Customer Experience, Hotels, Restaurants

Sam Pryor
Sam has been active within the kiosk industry for over eight years, starting with managing the technical service side then progressing into sales. As a Technical Sales account manager at Protouch, Pryor has been involved in the sale of self-service kiosk and touchscreen solutions to large brands. wwwView Sam Pryor's profile on LinkedIn

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