To boost customer satisfaction, make your hotel check-in form as effortless as possible. Facilitate seamless check-ins by making sure all required guest information is relevant.
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A hotel check-in form is a document that contains the check-in and check-out dates of hotel guests as well as their basic, personal information. The most important parts of a hotel check-in form include the guest's name, address, and contact information. Often, the accommodation type is also indicated.
When crafting your hotel checking-in form, keep in mind that the guest’s needs must always come first. Simplifying the check-in process creates a positive first impression. But you also must make sure the process does not sacrifice the business's efficiency. Effective business operation and customer satisfaction must go hand in hand.
A guest’s arrival and check-in at your hotel are two of the most critical parts of their experience with you. Your goal is to make them feel welcomed and cared for. Continue reading for more information on how a digital form can benefit your business.
The unpleasant experience of a long queue while waiting to check-in at the hotel is a common problem faced by guests, especially during the holidays. There are numerous ways you can make check-in at your hotel quick and easy. There are self-service technologies (SSTs), such as hotel check-in kiosks, that you can install as an additional avenue of checking-in guests.
When fewer people are waiting in line at the check-in counter, these desirable results happen:
But since not all hotels can afford check-in kiosks, there is a need to find other solutions to long queues at the front desk. One of the most effective ways to avoid long queues at your check-in area is to take the guesswork out of your hotel check-in form. Apart from that, there are inexpensive ways to improve your hotel check-in process.
Some of them are:
You can improve your operations to help prevent the bottleneck of guests that can happen at your hotel at some point. Here are some tips for improving traffic flow at the check-in counter:
Smartphones are an incredible technology that most of your customers already have. And 73% of travellers say they would use their mobile phones for automated check-ins to bypass the front desk, according to the Seeing Returns study by MCD Partners.
You can take advantage of this as a hotel owner. You can enable mobile check-ins to reduce the need for more staff to man the check-in counter, especially during peak seasons.
There are mobile and online check-in tools that will let your guests provide their info and upload the necessary documents, such as a copy of their ID. The system could also let them know when their room is ready.
Priority check-in is an arrangement that allows your guests to check-in at your hotel without the need to wait in line. There are modern tools you can use to allow priority check-in for your hotel guests; they can scan their IDs even before they arrive at your hotel. Through the app, they can also let you know their estimated time of arrival.
If you use this modern technology, you can set up a VIP line for guests who opted for the priority check-in process. That is if your guest prefers to get their key from the front desk. But you can also use a mobile key, especially for repeat customers.
If you are running a large resort hotel, you can take advantage of check-in kiosks. Automated check-in kiosks are helpful, especially during periods when lines become too long at the check-in counter.
There are times when hotels and resorts have a sudden influx of guests, and it’s almost impossible for front desk staff to accommodate them promptly. There are also times when guests arrive even before their rooms are ready for occupancy.
Both of these scenarios create a bad first impression. You can avoid them if you make your hotel check-in process simple.
Arrivals, departures, and ongoing guest service take up a lot of your front office staff’s time. Doing these processes systematically can make the entire operation run smoothly and worry-free.
Show your guests your appreciation. Extend a genuine thank you each time you interact with your guests. This is especially necessary if the guest has been waiting in line for quite a while. Letting them know that you appreciate their patience and that you understand that their time is valuable will greatly improve guest satisfaction.
People are impatient as ever these days; they want what they want, and they want it now. If they are held up for any reason, a bad review might just end up on your company website. To prevent events such as these from happening, you need to be smart about how you approach customer service. The first and last impressions are the most important, especially when you’re a business trying to build a loyal customer base. With Lumiform, all these things and more are possible with our mobile application, allowing you to establish a digital, contactless check-in process.
Here is how a digital hotel check-in form can keep the lines moving: