How much time does a traveller spend at a hotel reception desk, and how many minutes is he or she willing to spend on paperwork?
One of the keys to the digitalisation of hotel management is to shorten the time required for tasks that until now required the full attention of reception staff. In addition to the human side, which the customer appreciates when they find a friendly smile on the other side of the desk, this is buried by the number of requirements for a simple check-in. The work of data collection, check-in, room allocation, etc. is taking second or third place in terms of customer experience. We want to arrive at the hotel, be greeted, given the key and left in the peace and quiet of our room as soon as possible.
The digital reception
With this idea in mind, GuestPro developed a virtual reception, WebDesk. Waiting time disappears, since the client can carry out the formalities from home, through a mobile device and whenever they want. At the hotel level, this application allows for much more reliable data collection, as it is the guest himself who provides the data.
And this season, we have given it another twist: why is it necessary, if at all, for the traveller to go to the reception desk, even if they have already checked in from home? Well, for something as basic as putting a signature on paper. Because the travellers' report is still compulsory for everyone. So this time we have decided to shorten the work time of the person at the reception desk. And, at the same time, give the environment a break by avoiding unnecessary paper printouts. How?
With the digital signature
We sign documents digitally every day, almost without realising it. When we access our online banking, when we pay at a POS by entering our code, or when we go to the bank and carry out a transaction. So it will not be strange for the customer who arrives at the reception desk to get his key to request a signature on digital support.
Integrated with the PMS, the digital signature system we have implemented is very easy to use. The only thing the reception staff has to do is to log into the GuestPro application and download the template on behalf of the traveller for the guest to sign. The great thing about this system is that if, in addition to the travellers' report, your guests have to sign other documents, all you have to do is configure the templates you want in the PMS and select them.
Time-saving objective achieved. Goal to save paper and protect the environment, too!
The benefits of digitising reception procedures
However, digitising procedures at reception has a benefit that, in the medium and long term, can be a huge competitive advantage for your hotel. Imagine that the amount of time that reception staff spend on bureaucratic procedures is invested in increasing sales. The friendly face, the one who welcomes guests, the one who deals with problems and doubts, is the one that guests trust.
Precisely for this reason, it is not at all unreasonable to think that the reception, in addition to the point of attention it has always been, could acquire the function of sales. With the personalisation of treatment that allows time for each guest, it is much easier to detect customers eager for a better room - and offer upselling - or those interested in the hotel's restaurant services, deploying the cross-selling strategy to increase profits.
Would you like to get to know WebDesk in depth and learn how to manage the digital signature? Ask us and we will get in touch with you.
