What is hotel check-in? The best guide for your guests
The check-in is the process by which guests check-in upon arrival at the hotel. During this procedure, the front desk staff verifies the reservation, confirms the guest's identity and finally hands over the room keys, which can be physical (cards) or digital (via a PIN code or mobile app). This step is essential to ensure that the hotel can correctly allocate rooms and provide an efficient service to its guests.
Check-in may seem like a routine process, but it is the guest's first direct interaction with the hotel, which marks an opportunity to create a good first impression and optimise the user experience.
How does hotel check-in work? Mini guide
Here's a quick guide to how check-in works at most hotels:
Verification of the reservation
The first step of check-in is for the guest to confirm their reservation at the hotel reception. This can be done by providing the reservation number or the name under which the reservation was made. This process is essential for the hotel to verify availability and avoid allocation errors.
Delivery of documentation
Once the booking is confirmed, guest documentation is required, usually a valid ID or passport, depending on country and hotel regulations. This step ensures that the hotel has all the necessary data to comply with legal requirements.
Room and key allocation
Finally, the guest is assigned a room or may already be a guest and is given the form of access that the property has in place. In modern hotels, this can be done entirely digitally via a website, app or by sending a PIN code, and the whole process can even be done via a kiosk, allowing for contactless access.
What are the ways to check in at a hotel?
There are several ways in which guests can check-in, adapted to the needs of the hotel and the preferences of the customer:
Check-in at the reception
The most traditional method is to go directly to the hotel reception. Here, the staff checks the reservation, asks for identification and proceeds to hand over the keys. Although this is an efficient method, some hotels seek to reduce waiting times by using advanced technology.
Online check-in
Online check-in is an increasingly popular option. Guests can complete the entire process prior to arrival via the hotel's website or app. This reduces waiting time and allows guests to access their room more quickly upon arrival at the hotel.
Check-in via POK (Point of Kiosk)
Many hotels have incorporated self-service kiosks in the lobby, such as Point of Kiosk (POK). These devices allow guests to check in autonomously, without the need to go to the reception desk. It is ideal for those looking for speed and convenience.
Express check-in
Express check-in is another quick option, designed for guests who have provided their information in advance. Upon arrival, they simply pick up their key or card without going through the entire process. It is an efficient way to streamline the process for those who wish to minimise their time at the front desk.
Virtual check-in
In this type of fully digital check-in, guests can check-in remotely and receive access codes to their room without the need for physical interaction. This offers a contactless experience, ideal in times where convenience and security are a priority.
How does it benefit a hotel to have a modern check-in system?
A modern check-in system brings multiple benefits for both the hotel and the guest:
Increased operational efficiency
Automating check-in processes, whether through kiosks, online or virtual check-in, allows hotels to optimise their employees' time, reducing the operational burden at the front desk. This not only improves efficiency, but also reduces human error.
Improve the guest experience
With modern check-in, guests enjoy a faster and smoother process, enhancing their experience right from the start. Receptionists can focus more on providing a personalised service, adopting a role more of a host than a manager.
Reduction of human error
By digitising check-in, the chances of errors in room allocation or customer data are minimised, contributing to a more reliable and accurate service.
Optimisation of resource use
A modern check-in system not only improves staff efficiency, but also reduces operational costs by reducing the need for paperwork and optimising the use of technological resources.
What are the most common check-in and check-out times?
Standard check-in and check-out times may vary from hotel to hotel, but generally follow this schedule:
- Check-in: Between 14:00 and 16:00.
- Check-out: It is usually scheduled between 11:00 and 12:00.
However, many hotels are embracing greater flexibility, allowing for a more early check-ins o late check-outs.
This is particularly feasible in hotels that use advanced management systems such as LEAN Hotel System together with POK Point of Kiosk, which allow them to handle bookings more dynamically.
What are the trendy technologies for the check-in process?
The check-in process has evolved from a traditional interaction at the hotel reception to an increasingly digitalised and efficient system. Today, new technologies not only streamline this process, but also improve the guest experience and optimise the hotel's operational management. Here are the main trending technologies that are transforming hotel check-in:
Point of Kiosks (POK)
The self-service kiosks are devices that allow guests to check-in independently, without the need to interact with hotel staff. These kiosks, strategically located in the hotel lobby, work in a similar way to self-service terminals in airports, allowing guests to verify their reservation, check-in and obtain their room card or pin code.
Additional benefits:
- Reduction of waiting times at reception.
- Reduced dependence on staff, especially during peak or unattended reception hours.
- Facilitates the personalisation of the service
PIN code access keys
After completing check-in, guests receive a unique PIN code that they can use to access their room during their stay. This system offers a completely digital experience, eliminating the need for physical keys or magnetic cards.
Additional benefits:
- Increases security, as codes can be customised and regenerated at any time.
- Eliminates the problems associated with physical keys.
- It improves flexibility for the hotel, as there is no need to physically interact with the guest to manage access to the room.
Facial and biometric recognition
The facial recognition and biometric technologies allow guests to complete their check-in without the need to show ID or physically interact with staff. These technologies are also used to access private areas or make payments in the hotel's restaurants and bars.
Additional benefits:
- Mayor security in the access to the rooms.
- A contactless check-in experience.
- It facilitates a seamless and personalised experience, as biometric data can be linked to the guest's preferred services.
Mobile check-in and hotel applications
The mobile applications allow guests to check in before arriving at the hotel, access their room using their phone as a key, and manage other aspects of their stay, such as room service requests.
Additional benefits:
The guest is in complete control of his stay.
It offers an avenue for direct communication between the hotel and the guest.
Additional payments and bookings can be handled directly from the app.
Artificial Intelligence and chatbots
The chatbots and the Artificial Intelligence (AI) allow you to anticipate guest needs and manage check-in autonomously. These tools offer a more personalised and efficient service, freeing staff to concentrate on higher-value tasks.
Additional benefits:
- They allow attention to 24/7 without the need for human intervention.
- They facilitate a faster check-in and anticipated.
- They increase the operational efficiency by automating repetitive tasks.