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The hospitality industry is witnessing a significant shift towards automation and self-service technologies. To delve deeper into these trends, we had the opportunity to interview Alexander Weiss Richter, an expert in self-service kiosk integrations for the hospitality sector, and CEO for Planet’s partner Arribatec.
Planet met with Alexander who shared his insights on the current adoption trends, benefits, and future advancements of self-service kiosks, highlighting how these innovations are reshaping guest experiences and operational efficiencies in hotels worldwide.
What are the current trends you are seeing in the adoption of self-service kiosks?
We are seeing a significant trend across different markets, such as grocery stores moving to self-checkout, IKEA adopting self-checkout, and so forth. In general, as technology becomes more integral to our daily lives, the adoption of self-service kiosks is increasing.
The hospitality industry, however, has traditionally been slower to adopt new technologies. Airports and airlines, for example, have had self-check-in for quite some time. Now, as these trends become more mainstream, hotels are starting to recognise the need for change.
After COVID, there was a noticeable shift in how people perceive self-check-in. Historically, this has been seen as an impersonal experience, with hotels focusing on personal interaction at check-in. However, during and after COVID, the industry saw the potential for a combination of technology and personal service.
Now, there's definitely a change in the market. We’re receiving a lot more inquiries about our self-check-in solutions. Hotels are realising that these solutions don’t have to result in an impersonal experience but can be a valuable alternative. This trend is gaining traction, with more hotels offering options for both traditional reception desk check-ins and self-service kiosks.
Can you provide a few examples of successfully integrated self-service kiosks?
One our customers, CABINN has had a successful implementation after testing several competitors. The IT Manager at CABINN expressed gratitude for the short and smooth implementation time to older generations of kiosks provided by others. Instead of putting the burdon on the customers, Arribatec takes care of the integration with the PMS and other necessary systems, in just a couple of days compared to weeks, and months with other suppliers. Another notable project is Frich's Hotel Chain in Norway, another joint customer to Planet and Arribatec, where we went live with four new hotels in three days. They have shifted from traditional staffing to a more flexible model, allowing staff to perform various roles, including reception, which has enhanced efficiency and guest experience.
What are the major benefits that hoteliers experience?
The benefits vary by hotel. Some focus on cost savings; for example, CIC Hospitality saves around €100,000 per hotel per year. Others focus on time savings, offering an alternative check-in option to avoid queues. Our kiosks also provide upsell opportunities, which are often more effective through a screen than in person. For instance, Smart Hotel increased their breakfast revenue by €50,000 annually after implementing our kiosks by offering adding breakfast when checking in at the hotel. Additionally, they gained better control over breakfast attendance, reducing food waste and improving service.
How does the integration process work for self-service kiosks?
Self-service kiosks integrate with various systems, including Property Management Systems (PMS) and door lock systems, through a two-way integration. For payments, we partner with comprehensive payment solution providers like Planet. We do not store payment information but post successful payment statuses back to the PMS. This ensures a smooth flow of information without compromising security.
How do you ensure the security and privacy of guest information?
Security is crucial. We 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. We don’t store sensitive information and ensure all data transmissions are encrypted. Additionally, we offer features like sending room numbers via SMS to avoid displaying them on screens.
What are some common challenges hoteliers face when implementing self-service kiosks, and how do you overcome them?
Each hotel is different, so implementation can vary. Some hotels worry about the time and resources required, but we handle most of the heavy lifting. We conduct an onboarding meeting, gather information, and customise the solution to fit their existing systems. We require minimal input from the hotel staff, making the transition smooth. Another challenge is staff concern over job security, but we emphasise that kiosks are tools to enhance service, not replace staff.
What innovations or advancements do you see in the future for self-service kiosk technology?
Kiosks will become more integrated with additional features beyond check-in and check-out, such as room upgrades and purchasing items like snacks directly from the kiosk. We’re also focusing on web applications that allow pre-check-in via text or email. In the luxury segment, we’re developing sleek, modern kiosks and handheld solutions for a more personalised check-in experience. These advancements aim to provide guests with more options and improve overall efficiency and satisfaction.
As Alexander outlines, the adoption of self-service kiosks in the hospitality industry is not just a trend but a pivotal evolution in how hotels operate and interact with guests. By embracing these technologies, hotels can offer more flexible, efficient, and personalised services, ultimately enhancing guest satisfaction and optimising operations. As we look to the future, the continued development and integration of self-service solutions promise to bring even more transformative benefits to the hospitality landscape.
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