Mobile check-in: how it can make your hotel more successful

After the pandemic of 2020, hotels worldwide realized the importance of digitizing their check-in process. They found that this change would allow them to always be in direct contact with the guests, save time, and maximize efficiency at the front desk.

How it works

A few days before the scheduled check-in, an automatic invitation is sent to the guest asking if they would like to proceed with mobile check-in. The guest sends all required documents to the hotel in advance and fills out the necessary forms for checking in. In cases of incorrect or missing documents, the hotel can request the missing information from the guest. Once the hotel has received all the documents, they will send the guest a registration confirmation letter. At check-in, the guest has only to confirm their identity and obtain a key (if the hotel has no mobile key production facility).

In many cases, we have assisted hotels in setting up a separate express check-in desk where pre-registered guests can go and get their keys without waiting in line. This has a salutary effect on other guests: they see someone else using the express check-in and immediately ask about the format and how they can use it next time.

Whether your hotel is big or small, this type of check-in process has undoubted advantages. Your guests will appreciate a quicker and simpler check-in procedure. It will also result in a noticeable improvement in the quality of service and an increase in the number of positive reviews from guests who have saved time on check-in.

Advantages of the hotel

The hotel can communicate directly with guests via email and mobile phone thanks to self-check-in. It also greatly simplifies guest data collection for subsequent submission to the USCIS (US Citizenship and Immigration Service).

It is important to note that with this check-in format, the hotel can pre-sell. For example, during a self-check-in, there is the option to add upgrades. It implies that guests can upgrade their room category at check-in time for an additional fee. It is also possible to sell packages (wedding favors, fruit in the room, etc.) that help the hotel to increase its average bill.

At the same time, the hotel gains the security of stay through the ability to receive payment before check-in and benefits from faster payments. It also saves paper by using electronic registration cards.

New solution for pre-check-in payments

Together with our partners at Hoteza, we have created a new solution that allows the hotel to receive payment for the stay before check-in.

Upon check-in, guests are asked to pay for their accommodation (if it has not been pre-checked) and for selected extras. The payment is made through online acquiring, which excludes chargebacks, as the guest enters their data and makes the payment online on the payment system’s website. The guest is automatically sent a check by post. The payment is automatically uploaded into our hotel management system, and a staff member immediately records this. Guests will no longer waste time paying at the front desk; they will instead experience the hospitality and service of your hotel straight away.

Chelsea Cain

OPERA Implementation Specialist