According to hospitality.net, by the year 2021, mobile app downloads worldwide are expected to reach 352.9 billion per year, clearly solidifying mobile technology’s position as the way of the future. Of course, superior guest service will always involve personal interaction – in any business – but hoteliers who evolve with this shift toward mobile will be providing the instant access and self-service options guests (particularly millennials) crave.
One area that appears to be leading this evolution is mobile check-in/check-out. These solutions, like the leading offering from OpenKey, let guests use their smartphone to check in or out at their leisure, without having to wait in line at the front desk. The infographic below outlines key statistics related to this emerging trend and what impact mobile check-in/check-out can have on your hotel.
The Benefits
From the hotel’s perspective, these mobile technologies reduce lines and foot traffic at the front desk, allowing staff to focus on other tasks, like spending more time on guests’ more urgent needs. Consequently, this far more efficient approach can even lead to a reduction in labor costs, as fewer staff members will be needed to accomplish the same number of tasks. In addition:
- Mobile check-in/check-out increases guest satisfaction. In fact, Cornell University’s Center for Hospitality Research found that as soon as US hotel guests have to wait five minutes at the front desk to check in, guest satisfaction levels drop by 50%.
- According to J.D. Power, the satisfaction levels of those who take advantage of online or mobile check-in/check-out are higher than those who use any other method.
- It’s a competitive differentiator for hotels. 60% of guests are likely to choose a hotel that allows them to check in and open their door with their smartphone.
- It’s a mobile app feature that will drive guests to actually download and use your hotel app.
- It’s an opportunity for upsell. Guests can make room upgrades, schedule spa services, or order room service (to name just a few).
Nearly half of all hotels are planning on implementing mobile check-in/check-out in the near future. As mobile guest technology continues to evolve, this should be one feature near the top of every hoteliers list to stay competitive in the market today.
