CASE STUDY
Deskless Hotel
A budget chain embraces the efficiency and simplified experience of removing the front desk for 100% self-check-in.
Client profile: leading the way in budget-friendly accommodation
This Virdee client is a budget hotel chain with over 500 hotels. The brand welcomes over 20 million guests annually, with the majority of its hotels located in major cities, and in close proximity to airports and key business hubs.
The client is pioneering a fully deskless model at one of its locations before rolling out more broadly. At this hotel, the traditional check-in desk and staff have been completely replaced by self-service options. All check-ins are managed through a mobile app or at a kiosk, where guests can obtain room access either digitally on their phones or by printing a key card at the kiosk. For staff support, guests have access to Remote Assistance through either the app or kiosk, ensuring help is available without on-site staff.
The Virdee solution
Fully deskless / staffless lobby
Mobile app check-in with mobile key
Lobby kiosks for check-in and room key pickup
Remote Assistance for 24/7 guest support
White-label app to replace existing app
Key achievements with Virdee
100%
Check-in
conversion
125 hrs
Guest time saved
per month
6
FTEs saved
(per property)
The challenge: modernize properties while remaining inclusive
The client has plans to expand its hotel network and open hundreds of additional sites. At the same time, the company is refitting its existing hotels with modern technology and an updated design. A key part of the upgrade is to make the customer check in process as seamless as possible.
The solution: a deskless lobby
Virdee's comprehensive tech stack was the perfect solution for the client's goal to rethink the hotel lobby. This location marks the brand's first collaboration with Virdee Virtual Reception, enabling a revolutionary lobby and staffing redesign. Where once two staff members handled check-ins, all check-ins are now fully self-service, handled either by the guest’s mobile phone or the lobby kiosk.
With over 120 rooms, this location is the first 100% self-service property in the client's portfolio. After a period of testing, optimization, and customization, a broader rollout will follow.
White-label app
To ensure a seamless self-service experience, the client replaced its existing app with a customized version of Virdee’s app. This transition brings the latest self-service technology to guests while removing maintenance responsibilities and costs from the client's books.
Mobile app check-in
Guests can check in prior to arriving at the property. By downloading the client's app, they authenticate using various options: booking confirmation number, email address, guest name and departure date, QR code from a welcome email, or a text message. Once authenticated, guests gain access to their room key and property information directly within the app.
Digital key sharing
Guests are able to share their digital keys with friends and family from within the app. The process is quick and easy and allows everyone staying in the room to take advantage of digital key technology on their own phone.
Lobby kiosks for inclusiveness
The brand values inclusivity, recognizing that not all guests may be comfortable or able to use a smartphone for check-in. To accommodate all preferences, lobby kiosks are available for those who prefer an alternative check-in method. The kiosks also provide the option of physical key cards instead of mobile keys.
A front desk on demand
For staff support, guests can use Remote Assistance available on both mobile and kiosk, offering voice or video call options with offsite client staff. In cases like room lockouts, a guest simply initiates a call from the kiosk, and staff can remotely issue a replacement key card. This setup provides guests with immediate, accessible support while allowing the client to centralize staffing and reduce on-site costs.
In more detail: Deskless
The future of the hotel lobby
The concept of "deskless" means eliminating a staffed front desk, allowing 100% of check-ins and guest support to occur digitally via mobile app/web or kiosk. This model can be implemented selectively, such as during shifts with lower staffing needs, or as this client has chosen, as a full-time solution with no front desk or front desk staff required.
A key factor of going deskless is Remote Assistance, which provides guests a way to still get human support when necessary. A classic example is a guest getting locked out of their room. Without their phone or a room key, they have no way to get back in. Heading to the kiosk, they can call Remote Assistance, who can then issue a replacement key.
Future developments: in-app purchases and upsells
At present, the client offers various upsell options during booking, such as early check-in, late check-out, meals, and pet fees. An in-app capability to purchase these upsells during check-in or throughout the stay is being developed and tested, which promises additional revenue opportunities once implemented.
Key achievements with Virdee
100%
Check-in
conversion
125 hrs
Guest time saved
per month
6
FTEs saved
(per property)
The results: a simpler lobby
Today, all check-ins at this first location are handled via the Virdee Virtual Reception solution, offering a smooth self-service experience across mobile and kiosk options. Currently, check-ins are evenly split between these two methods.
6 FTEs saved
This 130-room property required two check-in staff during most shifts. Removing these has resulted in a savings of six FTEs.
5 minutes saved for every guest
The average check-in takes an average of eight minutes. With Virdee check-ins taking around three minutes, each guest saves five minutes of valuable time.
Proven Remote Assistance efficiency
Client staff handles around 180 Remote Assistance calls per month, and the staff is located at an off-site office that will allow for quick scaling when launching additional properties. This setup demonstrates the effective blend of technology and centralized support, allowing the client to deliver high-quality guest experiences while optimizing operational efficiency.
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