Those 3 dreaded words
The challenges facing the business of hospitality are on striking the proper balance of combining tech innovation with realism, when delivering personalised experiences.
Self-service kiosks have become increasingly popular in different industries and its entry into the hospitality industry comes as no surprise. Standing tall, as one of today’s most integrally connected additions is the hotel self-service kiosk. Hotels operate 24/7. Enabling guests access to hotel services – be it day or night can be made available via self-service kiosks.
Apart from its capability to handle the everyday check-in/check-out processes to guest billing and settlement, and other mundane tasks – it is a multi-purpose machine capable of resolving labour and related costs issues, as well as helping hotels enhance efficiency.
However, deploying these kiosks can present numerous impediments that need to be overcome.
Let’s say your hotel has decided to create a self check-in area in the lobby. Determining where it would be located is one of many keys to its success. The best technology won’t be of much help it is hidden away from plain sight. Placing the self-check-in area in a strategically prominent place is vital. It must be safely and securely positioned next to or near the front desk area; to be seen by the guest who is trudging upto the front desk as well as be visible to the staff manning the desk. The use of safety devices, alarms and surveillance cameras to deter undesirable individuals from gaining easy access to them must be deployed.
Overtime, the pros and cons of technology versus the lack of human interaction will eventually fade away and self check-in kiosks will be a standard. A great number of hotels will use these machines to tirelessly serve us day in and day out, like the unsung heroes of our modern day existence - elevators. And like elevators, a non functioning self check-in kiosk will be the worst thing imaginable.
Self-service kiosks, like any technology, can encounter technical glitches or malfunctions. Software issues, connectivity problems, hardware failures or even unfamiliarity with the machine, may occur, causing delays and frustrations for guests. However, it all comes to the boil, when a kiosk has to be tagged with those 3 dreaded words…“Out-of-order.” Unlike a refrigerator, a malfunctioning kiosk cannot be simply moved in to the back office.
Deploying a self service kiosk means the hotel is dependent on it. Once the hotel’s guests know it’s there, once they begin to use it, they expect it to work 24/7. While people understand electronics breakdowns happen, tagging a machine deployed in the lobby “out-of-order” is neither a good first impression nor good publicity.
Worst -case scenario: Getting the guest to seek the time honoured means of being checked in or checked out by live hotel staff. Thankfully, that’s far better than seeing a sign that says “The elevator to your room is out of order; you'll have to use the stairs one step at a time”.
Shafeek Wahab - Editor, Hospitality Sri Lanka, Consultant, Customer Service Trainer and Ex-Hotelier
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