How hotels and guests benefit from self-service kiosks

Self-service kiosks replacing traditionally manned hotel counters? It is a development we are seeing more and more often. These allow guests to check in digitally and pay the bill themselves. For hotels, this means opportunities to optimise their operations.

Dutch company Enzosystems has been developing interactive kiosk solutions for 30 years. Industrial product designer and owner Erik de Vries started developing the graphical software for kiosks that KPN installed at the 1992 Floriade in Zoetermeer in 1991. From 1995, Enzosystems started developing kiosks for the banking industry. Later, solutions for public transport companies, mortgage lenders, libraries and retail followed. In 2007, chain citizenM hotels contacted Enzosystems to develop a solution for checking in and out their guests via self-service kiosks. This made it possible for the hotel to check in 6 guests simultaneously with just 1 or 2 employees. Reservation search, data entry, payment and creation of a contactless room key could from then on be done by the guest himself. Possibilities that are still developing in 2023.

Every customer is unique for Enzosystems. Although part of the software is the same for all users, responding flexibly to the needs of each hotel remains essential, says De Vries. "Every hotel or chain has its own way of working. That is why we deliver customised solutions. Together with the customer, we go through the hotel operation in order to tailor our solution to the requirements and wishes as much as possible. Think, for example, about how the reservation can be searched, adding extra options such as breakfast or late check-out, entering missing guest details, with passport scanning if required, and the choice of payment platforms."

In addition to full check-in at kiosks, there is the option to extend the solution with online pre-check-in. Through a web app, the guest fills in personal details, chooses any additional options and makes the payment. An email with a QR code provides confirmation. Upon arrival at the hotel, this can be used to look up the reservation at the kiosk and receive the room key, if desired as a mobile key on the phone. Still, according to De Vries, this digital development will not make all human aspects of hotel check-in disappear. "It will move more towards hybrid solutions. Where one guest uses his mobile phone intensively, another will opt for a kiosk or personal check-in. However, fewer and fewer staff will be needed in the lobby. Their function will focus more on the role of host or hostess. They can welcome guests and, where necessary, answer questions about attractions and activities in the area. Of course, we also have customers who rely completely on our solutions and have no on-site staff at all during check-in and check-out."

With its growing popularity and increasing number of technical options, more and more hotel owners are seeing the benefits of self-service kiosks. As fewer staff members are required, the use of kiosks provides an immediate solution to the growing staff shortage. It also results in cost savings at many hotels. "The faster handling thanks to our solutions also makes queues disappear and greatly reduces problems such as employee stress or carelessness during busy periods." 

Naturally, developments around digital check-in do not stand still. At Enzosystems, too, they remain fully engaged in it. "CitizenM was once the first in this industry to successfully deploy kiosks. In recent years, more and more hotels have signed up with us. The number continues to grow, as do the requirements, technological developments and the importance of self-service solutions. Not only in the hotel lobby itself, but also outside it. Think of a wall kiosk next to the entrance that can be used in the evening. Functionality will also increase. Want an extra room key? A card for local public transport or a theme park? In this system, the hotel can take these requests into account. In the coming years, technological developments will continue to increase enormously. It's up to us to keep up and further expand the capabilities of the system."