How technology frees reception staff from paperwork and administrative tasks
In this post, we look at what happens when a hotel switches to an automated reception system.
Who hasn’t found themselves in a situation like this at some point: arriving at a hotel reception to find a long queue of guests waiting whilst two receptionists are manually entering their passport details or struggling with the printer to hand out bills to guests who are checking out.
How much time can these receptionists afford to spend on this sort of administrative task? These are hours and hours that are taking time away from what can truly set a hotel apart as a good one: hospitality and sales. For this reason, and now more than ever with the rise of AI, automation is no longer a luxury; it is a necessity for hotel operations.
The receptionist of the future: from ‘administrative staff’ to ‘host’
At this point, we ask ourselves: what will the receptionist of the future be like? An administrative assistant or a host?
Automation does not eliminate the human touch; rather, it preserves it. When we remove the mechanical workload, staff are freed up to focus on truly looking after the guest – not only to offer hospitality but also to boost revenue through upselling ( selling a better room) or cross-selling (selling a meal in the restaurant), which will ultimately have a direct impact on RevPAR.
The 3 keys to an automated reception
At GuestPro, we focus on three core features that drive reception automation:
- Online check-in and automatic scanning: It’s time to say goodbye to paper. Guests arrive having already checked in via our guest app, or their ID details are instantly imported via automatic scanning from the PMS. This means shorter check-in times and zero manual errors.
- Integrated payment gateway: The management of payments and refunds should be seamless. Automatic payments based on the rate (non-refundable, flexible) without having to manually enter amounts into the card terminal. Card tokenisation via ‘paylinks’ to secure bookings. Deferred payments and refunds are processed directly via the banking platform without leaving the booking interface.
- One-click invoicing: Send the invoice to the customer’s email address at the time of check-out, with no waiting and no unnecessary printing.
Essential for retaining talent
A receptionist who is less stressed by repetitive administrative tasks is, without a doubt, a happier and more productive employee. Building a stable and motivated team is highly beneficial in the hospitality sector, as retaining talent and maintaining a stable team will have a positive impact on the hotel’s smooth running and the quality of guest service.
Fewer clicks and more focus on customer service
A hotel that automates is a hotel that scales more quickly; it is a hotel that serves its guests better, knows how to build loyalty, and generates higher revenue through upselling and cross-selling.
Nowadays, remaining stuck in outdated processes can prove costly for a business. Automation means regaining control over the team’s time so they can focus on improving guest service, encouraging repeat visits, securing positive reviews and turning guests into brand advocates.
