How to launch a virtual reception
Whether launching a mobile-only solution or adding a kiosk to the mix, guests need to be aware of the technology and its benefits. Even if it's the easiest tech in the world to use, bad past experiences and memories of clunky ATM-looking boxes and apps that were anything but intuitive still haunt today's sleek and user-friendly designs.
Virdee is here to help with our virtual reception deployment guide.
You'll learn how to
Educate and motivate guests
Start with welcome emails
It all starts before guests arrive.
From the second a guest books with your property, communications begin and so does the opportunity to encourage the use of guest-experience technology. Welcome emails should include information about mobile and kiosk check-in options.
Guest emails should:
- Explain benefits of mobile check-in
- Explain benefits of the app
- Link to mobile check-in and app
- Provide links to explainer videos
- Include images of the property
- Include screenshots of the app
- Reference in-lobby kiosk (if used)
Of course, how often do we read every email? Reminder emails are important, especially as the arrival date approaches.
Mixed media is key
Thanks to modern technology, help can be provided to guests in many ways.
Mobile phones can take high-quality videos that can be saved to YouTube, showcasing a live example of the check-in process. Printing services can create great-looking large-format infographic prints in a matter of hours. Links to digital media can be provided in emails, apps, and on kiosks, ensuring guests have the info they need when they need it.
By having multiple types of media, you capture more attention, leading to higher conversion and guest satisfaction.
- Walk-through videos (like the one here)
- Lifestyle images - get guests into the mindset
- Infographics - 1-2-3 easy steps
- Directional signs - point them in the right direction
We go into more detail about optimized signage in the next section.
Optimize signage
Make it easy on guests
New technology is exciting. Since it is new, educating guests is important. Frequent travelers are likely to quickly adopt new technology and feel comfortable with it. Those who don't travel often may need more guidance. It's important to address all guests and make them feel comfortable with the technology.
Consider high-traffic areas and make sure to position signage in a way that grabs attention. Make it easy to read and to the point. Don't just place signs in the lobby. If your app includes features that guests use during their stay (like ordering room service or other amenities), add signage to the rooms. Highlight the ease-of-use, which will increase usage and conversion.
It doesn't hurt to overdo it
Especially when you first launch your virtual reception, overcommunicating to your guests is better than undercommunicating. Don't just focus on the check-in side. Remind your guests that check-out is also available and what else they can do via mobile and kiosk. Place signage on walls, on floors, on TVs, in rooms, etc.
Types of signs to consider:
- QR codes - scan to download the app
- How-to posters - simple bullet points with benefits
- Digital signage - movement on a screen grabs attention
- Directional guides - point your guests to the kiosks
You know your guests better than anyone, so customize signage to address their unique needs.
Optimize kiosk placement
Front and center
Location. Location. Location.
It's critical to a great guest experience for help to be easily visible and accessible. If a kiosk is hidden in a dark corner, it's unlikely to get much use. When it's in a central, high-traffic location (along with proper signage), usage will be higher.
Here are a few recommended media types:
- Locate the kiosk in a high-traffic area
- Ensure proper lighting
- Ensure proper spacing for multiple kiosks
- Combine with proper signage
- Train staff on directing guests to the kiosk
Check out this blog post by one of Virdee's team members about the dos and don'ts of kiosk location.
Support and leverage your staff
Support your staff
New technology is exciting. There is also always a learning curve. The best technologies will provide training and support to your staff to make them successful from day one. Encourage your staff in the use of the technology and expand their value by enabling them to support guests in a new way.
Ensure that whatever guest-experience software you choose for your property that it has a backend dashboard that provides simple access to all features. Access should not require an app, just a browser.
Things to look for:
- Backend dashboard
- Easy access (web-based)
- Access to guest support
- Training for staff with documentation
Leverage your staff
Deploying a self-check-in solution will free up staff time, giving them the opportunity to add a personalized touch to your guests' experience. Think of the freed staffing availability as an opportunity to create mini concierges.
Even if you are going 100% staffless, there should be a transition period where there is some staff present to help guests get accustomed to the new technology. This will help find small details that may have been overlooked and unforeseen pain points that guests face that may be unique to your property or location. These can then be addressed without risking guest satisfaction.
Your staff should:
- Greet guests and ask if they need help
- Ask if the guest has checked in via mobile
- Guide guests to kiosks as needed
- Ask for feedback (and record it)
We hope that this guide has been helpful in your preparation to deploy guest-experience technology. If you'd like to download the infographic at the top of the page as a template, just fill out the form below.
(File is in Adobe Illustrator format.)
Let Virdee help!
We're here to help you wow your guests, from check-in to check-out. Receive a FREE custom property evaluation in minutes, and then talk with us about what we can can do for you.
