Customer Experience
The future of kiosks in the hotel industry
As headlines continue to publicize self-service technology’s impact on popular markets like QSR, grocery, healthcare, and retail, a quieter transformation is happening in the hotel industry.
July 9, 2024 by Katie Kochelek — Marketing Specialist, Frank Mayer and Associates, Inc.
As headlines continue to publicize self-service technology's impact on popular markets like QSR, grocery, healthcare and retail, a quieter transformation is happening in the hotel industry.
While many customer-facing categories aim to provide speed, convenience and accuracy, this niche of the hospitality industry often measures success through personalized guest experiences – something that seems counter to the very nature of self-service.
Or is it?
When 84 percent of the nation confirms they like using self-service kiosks, utilizing this technology at hotels, resorts and on cruises can aid in providing the exemplary guest experience these places strive to deliver.
Are kiosks and other self-service solutions the next revolution in this segment?
Current Uses and Benefits of Hotel Kiosks
For a while, hotels have been shifting toward self-service, offering features like digital keys and in-room tablets that allow guests to control room amenities and request services.
In addition to these innovations, other areas of growth have included simplifying the room check-in and checkout process as well as incorporating self-checkout for hotel retail. These changes utilize tools like mobile apps and self-service kiosks.
"Self-service has revolutionized convenience and choice, as customers are now empowered to choose how they interact with the hotel and its services," explains Aaron Wood, Technical Account Manager at Oracle Hospitality, a company that brings 45 years of experience in providing technology solutions to independent hoteliers, global and regional chains, gaming and cruise lines. Their hardware, software and service enable customers to act on rich data insights that deliver personalized guest experiences, maximize profitability and encourage loyalty.
"Hospitality has always been about face-to-face interaction, but sometimes you just want to grab something to eat or drink from the hotel concession without waiting in line, or check in or out from your own device or a kiosk without having to speak to anyone," Wood continues.
"[It's about] providing that choice to the guest, which is crucial to the guest experience," he asserts. "In the past, guests did not have the choice – it was always join the line at the front desk, call the operator for extra towels, or wait to be served in the hotel concessions."
About Katie Kochelek
Included In This Story
Frank Mayer and Associates
Kiosk Design | Manufacturer
Frank Mayer Kiosks and Displays specializes in large-scale rollouts of custom digital kiosks for enterprise and growth-oriented brands. With a relentless focus on premium design, customization, and end-to-end service, we manufacture self-service customer engagement solutions that expand market reach, boost sales, and enhance brand equity.
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