6 Best Reasons for Hotels to Offer a Guest Self-service Portal

How often do you see guests in your hotel deeply engrossed in their smartphones? 

Almost all the time, right? 

You know, over the last few years, a silent mobile revolution has immeasurably brewed around the hotel industry.

And here, we’re going to talk about one of the most beneficial things that happened to hoteliers through this revolution. Which is the guest self-service portal A.K.A the self-service app.

Well, there are numerous advantages of having one at your hotel. But first, let’s understand what it is, how it works, and why hotels should have a digital guest self-service portal.

What is a guest self-service portal?

The mobile self-service portal offers your guests the ability to perform operations such as check-in, check-out, request for services, pay bills, opt for pick-up/drop-off, etc; eliminating the unnecessary delays that might occur at your hotel.

This portal lets your guests take control of their stay at your property; which otherwise needs to be performed by your hotel staff. 

Moreover, it reduces their waiting time at your reception area and empowers your guests for a quick arrival and departure. 

How does a guest self-service portal work?

Right from your guests’ booking to their departing, the guest self-service portal lets them perform and manage various operations throughout their stay at your hotel.

Pre-arrival activities like room allocation, setting up their requests, providing transportation; can be done through the guest portal.

Besides, it helps you to attract the tech-savvy guests at your property and delight them with quick services.

Here’s a video that’ll help you to understand better:

Why should hotels offer a mobile self-service portal?

It’s not a hidden fact that travellers these days prefer to perform operations digitally, rather than doing it manually. 

As observed, an increasing number of guests are making use of smartphones for a quick check-in at the hotel through the guest self-service portal.

Stats say:

a. 76% of guests think being able to check in before arriving would be most convenient.

b. 41% of guests would be more likely to select a hotel that offers advanced check-in via web or mobile device.

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Thus, coping up with your guests’ needs and offering them a hotel self check-in technology helps you to:

• Keep your guests updated with hotel information.
• Accelerate your guest’s activities.
• Increase guest engagement.
• Impart personalized services.

In two words, the guest self-service portal plays a vital role in boosting the relationship between you and your guest.

What are the benefits of using a guest self-service portal for hotels?  

Any technology that you provide, would definitely help in automating your operations and providing a better guest experience. 

Similarly, a guest self-service portal benefits hotels in various ways. Check out what they are below: 

Let’s understand each benefit in detail.

1. Automate Self Check-in and Check-out

As truly said, the first impression is the best impression. And, you can deliver this right with a guest self-service portal.

Usually, when any of your guests arrives or departs from your hotel, they’ve to go through a lengthy check-in and check-out process at the front desk. 

However, replacing the traditional methods, this portal allows your guests to self-check-in and check-out in a jiffy; thereby reducing the work of your front desk staff.

It is not only beneficial to you but also to your guests; as it avoids the waiting time at your reception and provides details of their room via the guest portal itself.

2. Manage Guests Profile and Bookings

Instead of manually noting your guest details, the hotel self check-in system allows them to create their own profiles and fill in basic details, likes, dislikes, preferences, guests’ travel history, etc.

This will help you to maintain error-free details of your guests, thereby serving them based on their preferences. To add on, it’ll help you to take guest engagement to another level. 

Through the self-filled guests’ details, you can surprise a valued guest by offering a complimentary service on their birthday or any special occasions.

Not only this, but also it gives an option to your guest whether to extend their stay, modify bookings, add guests, extra bedding, or even cancel their booking.

The portal updates your hotel staff regarding any such modifications done on a real-time basis, thus benefiting you as well as your guest to experience a great stay at your hotel. 

3. Take Instant Actions on Queries and Service Requests

The digital guest portal lets your guests easily request for any additional services or facilities that they wish to avail at your property. 

Furthermore, in case if they have any queries, then you can instantly respond to them in the portal itself.

Primarily, this would help you to understand and plan your guest’s stay as per their requests made from the portal.

Also, they can skip the old practices of calling at the reception for any queries; rather, getting it resolved from the portal itself through a quick response from your end. 

4. Deliver Contactless Stay Experience

With the new trend to adopt and follow, which is a complete contactless guest experience, this guest self-service kiosk would work wonders for you.

Your guests can easily track your hotel’s location, request for a pick-up or a drop service, view their pending bills, settle their payments, and much more; all from the guest portal itself!

So not just providing them a contactless journey, but this portal also lets your guests perform several operations on-the-go.

Thereby, helping hoteliers like you to provide a better stay experience and deliver an entire digital adventure at your property.

Here’s a short video to help you understand better:

5. Enhance Revenue through Upselling 

Another major benefit of self-service kiosks is that upselling in hotels becomes very easy. Moreover, if upselling is done right, it becomes a solid source of revenue.

So, avoid the touch-point of your staff with your guests by highlighting additional amenities or any extra services in the guest portal itself.

Delight your guests with exciting offers on dining, spa, recreational activities, etc, in the guest portal (based on their preferences). 

This can indeed be a great advantage to your guests as they would come across offers which they are looking for. 

Further, it simplifies the task of your guests as well as the hotel staff. Thus, throw in some special discounts or happy hours and see how your revenue goes up. 

6. Collect Guest Reviews

Post your guest’s check-out, through the self-service portal you can request them to share a review of their stay. 

This is one of the most useful benefits in the portal which allows the guest to give feedback on their stay experience.

Such reviews would naturally help you to improve services or initiate suggestions at your property. 

However, if there is any negative review, respond to them immediately in such a way that it solves your guest’s issue. 

Also, it would help you to make sure that none of your future guests would experience the same problem.

We have some ready-to-use response templates that you can take advantage of.

Commonly asked questions

This blog might lead you to a few unanswered questions in mind. So here we are, with the below FAQs that hoteliers like you may ask.