Case Study

Hotel & Casino
Las Vegas

Vegas hotel embraces Virdee's cutting-edge technology, ushering in a new era of innovation and guest experience

45%

Check-in conversion

30,000

Guest notifications sent per month

650

Guest time saved per month

6

FTEs saved

Client profile: a Las Vegas original

The client is a hotel and casino that has been a Las Vegas staple for decades. With a large casino and a massive convention and meeting complex, the property delivers the complete Las Vegas experience to its guests.

The property, a premier destination for leisure and business travelers in Las Vegas, was facing the challenge of streamlining its check-in process and enhancing the guest experience. With the goal of reducing wait times, increasing operational efficiency, and maximizing revenue through upsells, the client sought a solution that could seamlessly integrate with its existing systems.

The resort's tech stack includes Oracle Opera Web Services (OWS) for its Property Management System (PMS), FreedomPay for payment processing, and Vingcard for its digital locks. To achieve its goals, the client turned to Virdee's innovative technology to transform their guest services.

The Virdee solution

  • Mobile web check-in
  • In-lobby kiosks for check-in and room key pickup
  • Virdee Identity for secure identity and age verification
  • Payment submission occurs during check-in via mobile or kiosk
  • Room Ready Notifications let guests check in before their room is ready

The challenge: long lines, lost upsell revenue

The traditional check-in process at resort was time-consuming, often resulting in long queues at the front desk. Additionally, the client wanted to capitalize on opportunities to increase revenue through upsells but lacked a streamlined way to offer these options to guests during the check-in process.

The client needed a solution that could provide guests with multiple check-in options, reduce wait times, and offer personalized upsell opportunities. It was also essential that the new technology seamlessly integrated with their existing systems, including Opera, FreedomPay, and Vingcard, to avoid disruptions and ensure a smooth transition.

The solution: mobile web & kiosk check-in with key pickup

Virdee's comprehensive tech stack was the perfect solution for the client's check-in needs. The integration included several key features designed to enhance the guest experience and improve operational efficiency.

Additionally, upsell capabilities are currently in development for the client to address those needs in the near future.

Kiosk placement is important as it will help determine adoption of the technology by guests.

Pre-arrival notifications

Guests receive email and SMS notifications before their arrival, informing them of check-in requirements and pre-check-in options. This allows guests to prepare in advance, reducing wait times upon arrival.

Guest welcome email

Mobile Web check-in

Guests can now check in via a mobile web interface without the need to download an app. This feature provides convenience and flexibility, enabling guests to complete the check-in process before arriving at the resort.

Virdee Identity helps keep hotels secure while letting guests bypass the front desk.

Kiosk check-in and key pickup

Upon arrival, guests can complete the check-in process at a self-service kiosk or simply pick up their room key in seconds if they have already checked in via mobile web. This significantly reduces the need for human assistance and speeds up the check-in process.

Virdee hotel check-in kiosk enables self check-in and provides hotel room key cards.

Room Ready Notifications

If guests arrive before the official check-in time, they are notified via Room Ready Notifications if their room is not yet available. Guests can then enjoy the resort's amenities and receive a notification when their room is ready.

Room not ready notification if guest is early

In more detail: Room Ready Notifications

1,300 Room Ready Notifications every month.

Room Ready Notifications allow guests to check in via mobile web or the kiosk even if their room is not yet ready. Guests still receive their key at the kiosk and are then notified via text message of the room number once the room is ready. They can then head straight to their room. A big benefit of Room Ready Notifications is that it also can be leveraged by hotel staff at the front desk. If a guest chooses to check in at the front desk before their room is ready, staff can enroll the guest into the room-ready queue, resulting in the same benefit: eliminating an additional trip to the front desk to pick up a room key.

Future developments: white-label app and upsells

The client plans to roll out additional Virdee features in the near future. A white-label mobile app will soon be available, allowing guests to check in and access a digital room key directly from their smartphones. This will further streamline the guest experience, enabling people to go straight to their rooms upon arrival.

In addition, the resort will introduce upsells during the check-in process, offering guests options such as late check-out, food and beverage credits, pool cabana reservations, and room upgrades. These upsell opportunities will drive additional revenue for the resort while enhancing the guest experience. The property will also have the option to charge for early check-in, giving guests the choice to pay for the convenience of accessing their rooms immediately upon arrival.

The results:

  • 650 guest hours saved
  • 1,000 staffing hours saved (approximately 6 FTEs)

... every month

The implementation of Virdee at the client's property has been a resounding success. Since its launch in early February 2024, the resort has achieved the following milestones:

  • Up to 45% check-in conversion on the busiest days with over 1,000 guests checking in
  • 50/50 split of mobile and kiosk check-ins
  • 30,000 individual guest notifications sent per month

Time saved

Thanks to Virdee technology, the client has saved both its guests and staff significant time. The average check-in takes eight minutes; check-out takes three minutes; and returning to the front desk to get a room key if you checked in too early takes another three minutes. Of course, this doesn’t include the time spent standing in line at the front desk, which can be an hour during the busiest times.

Virdee’s solution reduces check-in time to three minutes and check-out to one minute. With digital keys, receiving a key with Room Ready Notifications is instantaneous, and it takes only 30 seconds to pick up a key at a kiosk. The best part is that these tasks are fully removed for staff, saving them even more time.

Take the next step

See how Virdee transforms the customer experience and improves your bottom line