How to make the most of your hotel kiosks
The most successful hoteliers are those who constantly seek to enhance guest experiences and improve operational efficiency. There are plenty of solutions that speak to this, one of which is the hotel kiosk.
Whether you're managing a small boutique hotel or a large chain, kiosks can significantly streamline the check-in process. This article considers the key benefits of kiosks, provides tips on set up, and shares insights on how Mews can elevate your guest experience.
For an even more in-depth look, check out Matt Talks, a video series of hospitality insight and advice with Mews CEO, Matt Welle. Episode three explores the rise of hotel kiosks in detail, including how they boost efficiency and guest satisfaction.
Why consider a check-in kiosk?
With more hotels embracing self-service options, check-in kiosks have become a valuable tool in reducing wait times and enhancing convenience. By allowing guests to check themselves in, complete payments and receive their room keys without waiting in line, kiosks free up staff to focus on more personalized services.
Mews Kiosk is a native kiosk solution, available to all Mews PMS users, which has already been deployed by 30% of our hotel partners. While Mews provides an easy, out-of-the-box option, some hotels may choose more customized hardware solutions – we’ll cover that later.
Essentials for kiosk setup
To implement a successful check-in kiosk, you'll need three main components:
1. Tablet with secure enclosure
Ensure that the hardware matches your brand aesthetic, whether that’s with a standard case or a custom-designed solution.
2. Key encoder
A crucial part of the kiosk, this device allows guests to receive a room key after completing their check-in.
3. Payment terminal
While kiosks can support digital payments through QR codes, integrating a physical payment terminal reduces friction and speeds up the process.
Streamline the check-in process
A critical factor in the success of kiosks is creating a frictionless check-in experience. Early trials showed that requiring confirmation numbers often led to confusion, as many guests didn’t have this information to hand. The best way to address this is by simplifying the process – with Mews Kiosk, guests can now check in using just their last name. This adjustment shaved minutes off check-in times and reduced frustration.
To further streamline the check-in, kiosks should collect key guest details such as billing information upfront. This is especially important for corporate hotels where invoices are required, ensuring the check-out process is seamless.
Different regions have different legal requirements for collecting guest information. Your kiosk check-in flow should be customizable so that you can tailor the questions to your specific needs. Don’t be afraid to gather all the information you need here; unlike the booking engine – which should be fast and frictionless – it’s okay to have a little friction here. After all, you need to capture their details at some point.
Maximize revenue with upsells
Kiosks also present a unique opportunity to increase revenue through upselling. Guests checking in via a kiosk are more likely to purchase additional services, and good kiosks make this process easy and visually engaging. Here are three key upsells to consider:
- Early check-in fees: let guests pay for the convenience of early room access.
- Room upgrades: offer upgrades to higher-category rooms during check-in.
- Additional products: consider selling add-ons such as breakfast, bottles of champagne, or other amenities directly through the kiosk.
The beauty of kiosks is that they always offer these upsells consistently – something staff may not always do.
Post-check-in engagement
Once the guest has completed their check-in, it's essential to maintain communication, especially if they haven't interacted with hotel staff. Use customer relationship management (CRM) tools to send personalized messages, such as a welcome SMS or offering support via WhatsApp. This helps address any issues early and keeps the guest engaged throughout their stay.
Choose the right solution
Mews offers a ready-to-use kiosk app, which is easy to install and can be run on standard tablets. However, some hotels may prefer customized kiosk hardware that aligns perfectly with their brand. Partners like Enzosystems and Ariane offer solutions that integrate beautifully with hotel interiors and provide a seamless, all-in-one kiosk experience.
Best practices for kiosk success
Successful deployment requires thoughtful placement and training. Kiosks should be easily visible to arriving guests, ideally placed in a central location with clear signage. Additionally, staff must be trained to encourage guests to use the kiosk. When done right, hotels can achieve adoption rates of up to 70%, significantly boosting operational efficiency and revenue.
Conclusion
Check-in kiosks are more than just a convenience. They're a powerful tool for enhancing guest satisfaction and driving revenue. Mews Kiosk, coupled with thoughtful setup and strategic upselling, ensures that your hotel can provide a smooth, frictionless experience. Whether you choose Mews’ ready-to-use solution or opt for a custom partner, investing in kiosk technology is a forward-thinking move that will pay off for years to come.
About Mews
Mews is the leading platform for the new era of hospitality. Powering over 5,500 customers across more than 85 countries, Mews Hospitality Cloud is designed to streamline operations for modern hoteliers, transform the guest experience and create more profitable businesses. Customers include BWH Hotels, Strawberry, The Social Hub and Airelles Collection. Mews was named Best PMS (2024) and listed among the Best Places to Work in Hotel Tech (2021, 2022, 2024) by Hotel Tech Report, as well as World's Best Hotel PMS Provider (2023) and World's Best Independent Hotel PMS Provider (2022, 2023, 2024) by World Travel Tech Awards. Mews won the Top 250 Golden Scaler Award in 2024, given to the fastest growing company in the Netherlands, and most recently, was awarded the Tech Hero 2024 Award at CIODAY. Mews has raised $335 million from investors including Goldman Sachs Alternatives, Kinnevik and Revaia to transform hospitality.
