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The global self-service kiosk market is booming. Forecasts indicate growth of $17.2 billion USD from 2022 to 2028. That is no surprise.
Self-service kiosks are versatile. They can sit on counters. Stand on floors. And be mounted on walls. With intuitive user-flows, they can serve you. And sell to you.
Historically slow to adopt innovative technology, the hospitality industry is embracing self-service kiosks. And it is easy to see why.
Your new colleague who’ll smoothen out stressful check-ins
Within hotels, self-service kiosks offer 24/7 check-in and check-out without any staff interaction. They can be wall-mounted, table-mounted or stand-alone kiosks. They capture all the check-in information your PMS requires while allocating rooms and integrating with your door-locking system.
For payments, Arribatec partners with comprehensive payment solution providers like Planet. Arribatec does not handle payments directly but posts successful payment statuses back to the PMS. This ensures a smooth flow of information without compromising security.
Kiosks never tire of selling. They can offer room upgrades, activities, breakfast, and SPA packages. Smart Hotel increased their breakfast revenue by €50,000 annually after implementing our kiosks. And they gained control over breakfast attendance, reducing food waste and improving service.
Best Western has seen a 40% increase in loyalty programme members since we included a promotional panel advertising their loyalty programme, within their automated check-in process.
Find out more about payment solutions that work perfectly for your guests
Automation and the human touch – a delicate balancing act
A survey conducted by PlayUSA found that 84% of travellers liked self-service kiosks because they offered convenience and efficiency.
71% felt that the kiosks saved them time, whilst 60% admitted that they preferred kiosks because it avoids social interaction. And nearly one in six would queue for a self-service kiosk even when a manned checkout was available!
Should it replace people? No. For hoteliers, the goal is not to replace staff with technology, but to empower them with tools that amplify the guest experience. And that is important.
The survey by PlayUSA found that 67% felt that technology has made it more challenging to make meaningful human connections.
A report by Oracle Hospitality and Skift found that 23% of travellers were not interested in hotels using automated messages or chatbots, whereas 72.9% said that they would prefer to stay at a hotel that can offer self-service tech to minimise human interactions.
Technology works best when it enhances the guest experience. Walking up to a kiosk that is ready to serve you, is different from downloading an app before you can do something.
Security and privacy
Is it safe? Yes. Security is crucial.
Arribatec use VPNs and multiple security layers, including Azure’s security features, to protect data. We also underwent a thorough penetration test by former Pentagon IT security experts.
All data transmissions are encrypted. We do not store sensitive information. We can also send room numbers via SMS to avoid displaying them on screens.
The benefits of self service kiosks
The technology is mature. We do most of the heavy lifting. Hotel staff input is minimal. Yet the benefits are significant.
- Reducied queues
- Increased revenue
- Increased operational efficiency, and
- Reduced need for front-of house operations.
We can eliminate paperwork with digital receipts. And the kiosks collect valuable data such as customer preferences, peak usage times and responses to popular offers.
Here to stay
Self-service kiosks are not a hospitality industry trend. They are a pivotal evolution in how hotels operate and interact with guests.
The continued development and integration of self-service solutions promises to bring even more transformative benefits to the hospitality landscape.
Our newest product is a stand-alone ‘plug & play’ kiosk that includes a monitor, key dispenser, and a payment terminal. All components are built-in and ready to welcome your guests in seconds.
Branding is taken care of; it will look and feel part of the furniture. We are developing web applications to enable pre-check-in via text or email. And we are designing sleek, modern kiosks and handheld solutions for a more personalised check-in experience.
By embracing these technologies, hotels can offer more flexible, efficient, and personalised services, enhancing guest satisfaction and optimising operations. Slow to adopt? Yes. Here to stay? Definitely.
Combining technologies to provide the best hospitality solutions
Planet’s hospitality-first payment and property management solutions, working alongside Arribatec's advanced self-service kiosks, empower hotels to provide a check-in experience that’s fast, flexible, and secure.
This integrated approach ensures every touchpoint aligns with guest expectations, from reducing check-in queues to enabling quick payment processing and revenue-driving upsell opportunities.
For hoteliers, the benefits go beyond improved guest satisfaction. With Planet’s secure, hospitality-focused payment solutions, hoteliers gain reliable transaction processing, real-time data insights, and streamlined operations that support the needs of modern, tech-savvy guests.
As the industry continues to evolve, it’s clear that combining robust hospitality technology with guest-centered self-service options isn’t just a trend—it’s essential.
Find out more about hotel and payment technology
This blog is a guest contribution. While Planet has reviewed and approved the content, it reflects the unique insights and perspectives of the author.
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