GuestStay: Seamless Check-in, Check-out for Elevated Hotel Experience

The hospitality industry has had its resilience tested in recent years, and the operation landscape and guest expectations have changed significantly. With reduced staffing, reduced services, and economic challenges, the hotelier is forced to do "more with less".

Fortunately, innovative technologies like GuestStay emerged as a solution to streamline check-in and check-out processes, providing a more efficient and convenient guest experience.

We’ll delve into case studies that highlight the remarkable outcomes achieved by hotels with the implementation of GuestStay.

With so many influences on the hotelier and the guest, ranging from economical to cultural, hospitality as an industry has always remained agile enough to adapt to the changing needs of their guests.

In more recent years, digital technologies that are commonplace in other industries, such as retail, are becoming commonplace in travel, ushering in new time and cost savings whilst still maintaining a service quality that matches the guest's expectations.

More than ever, guests now appreciate the efficiency and convenience of managing their journey without physical contact. And hotels can benefit from time-saving and cost-reducing measures by integrating these technologies into their operations.

To address this challenge, Guestline has developed GuestStay, an engaging check-in/out experience that satisfies the needs of the guest and hotelier alike.

GuestStay empowers guests to self-service all aspects of their reservation, providing convenient direct digital interactions on their own device, or at the hotel via the GuestStay Kiosk solution.

Whether checking or modifying their reservation, completing their registration card, checking and settling balances, or checking in/ out.

The seemingly groundbreaking platform ensures a quicker, more streamlined, and hassle-free experience for guests, enhancing their overall satisfaction and engagement with the hotel.

In short, GuestStay allows guests to be more independent of the front desk. The platform simplifies the check-in and check-out processes, resulting in a quicker, more streamlined, and more convenient experience for guests, and enables staff to focus on hospitality rather than mundane process.

Now, let's delve into a series of compelling case studies that highlight the remarkable impact GuestStay has had on various hotels around the world.

From boutique establishments to renowned international chains, GuestStay has proven to be a game-changer in the realm of guest check-in and check-out experiences.

The Problem
Lake District Hotels Ltd., a group of six hotels in the UK, faced a challenge with long reception queues during check-in.

The process was lengthy and involved printing guest registration cards on a daily basis, leading to paper and printing costs. What’s more, the COVID-19 pandemic made it necessary to create a more secure and efficient process for guests to comply with GDPR and maintain a COVID-safe environment.

The Solution
With the aim of reducing check-in time and engaging guests prior to their arrival, Lake District Hotels Ltd. implemented 'GuestStay - Digital Guest Registration' in partnership with Guestline, a hospitality software provider.

The new digital registration process allowed guests to check in from the comfort of their own homes, eliminating the need for long queues and saving time for both guests and staff. This solution also helped the hotels improve their planning, reallocate resources at reception, and reduce administration.

The Results
The implementation of GuestStay had a significant impact on Lake District Hotels Ltd.

For starters, it eliminated the need for printing guest registration cards, leading to paper and printing cost savings.

Secondly, it further reduced the time spent at check-in, leading to a relaxed and COVID-safe environment for guests.

The digital registration process received positive feedback from guests and hoteliers alike, demonstrating its effectiveness in improving guest experiences and streamlining operations.

New Forest Hotels is a group of four hotels, a bed and breakfast, and a traditional British pub that offers award-winning restaurants and exceptional guest experiences.

The group has been a Guestline customer for over 11 years and recently expanded its relationship by adding three new products to its suite of Guestline solutions.

Challenges
New Forest Hotels faced several challenges and requirements that they wanted to address. First, they wanted to improve the guest experience by reducing physical contact, particularly during the pandemic. They recognised that minimising face-to-face interactions was critical to ensuring the safety and welfare of their guests.

Another area of concern was their financial processes. The group was looking to streamline the reconciliation of transactions and wanted to implement a single payment portal to manage all PDQ and eCommerce payments. They recognised the need to simplify their operations to reduce errors and improve efficiency.

In addition, New Forest Hotels was eager to secure more competitive rates with credit card providers and fully integrate their credit card service company with their PMS. This would help them reduce costs while providing greater transparency on fees.

Finally, the hotel group aimed to accelerate their direct bookings. They recognised their monthly commission payments were increasing and wanted to find ways to boost their direct distribution.

Solution
GuestPay is Guestline’s omnichannel credit card service provider designed to provide one end-to-end operation and payment system. Guests are sent a secure, branded payment link to complete payment from their devices.

This offering provides contactless check-in and check-out, which was initially introduced during the pandemic to reduce physical contact for the safety and welfare of guests.

Finally, DBM Google Connector retrieves live rates and availability directly from the PMS, allowing the hotel to display a link to the website when a guest uses Google Search or Google Maps.

Results
The payment process for guests has been transformed, and the check-in process for guests has been greatly enhanced, enabling them to avoid lengthy waits at reception and reach their rooms quicker, enhancing their first impressions of their stay.

Also, with all transactions accessible via one portal, the front-of-house team can balance transactions all in one go, greatly reducing the time to reconcile payments.

Guestline’s pre-negotiated rates with credit card providers for independent hoteliers have reduced costs and provided transparency on fees.

Lastly, a link to the official New Forest Hotel website appears when a guest searches for one of the group’s properties through Google Search or Google Maps. Potential guests can quickly compare prices against the OTAs and then go straight to booking directly.

The improved visibility promotes direct bookings and boosts conversion rates by preventing potential guests from being distracted by other properties listed on OTAs.

Guests often arrive at a hotel after a long journey or stressful day and are eager to check in and relax. But traditional check-in process can be time-consuming and frustrating, which can detract from the overall guest experience.

With the advent of technology, hotels can now provide guests with a contact-free and engaging check-in/check-out experience that satisfies both their guests and the hotel's bottom line.

Let’s explore how GuestStay can help hoteliers deliver a warm welcome without any distractions and ensure a seamless, on-brand experience for guests from start to finish.

The check-in process is a key milestone for any hotelier who wants to deliver first-class service.

But as mentioned, with long queues, paperwork, and pressure, this can easily become an overwhelming experience for both guests and staff.

Here's how GuestStay can help streamline the check-in process, delivering a warm welcome without any distractions:

1. Online Registration
GuestStay allows hoteliers to streamline operations by asking guests to complete their registration cards online before arrival, eliminating unnecessary paperwork and queues upon arrival.

2. Consistent Experience
GuestStay ensures a consistent and on-brand check-in experience, regardless of guests' booking channels, by communicating important information before their arrival.

This way, guests feel confident and comfortable from the very first moment they walk into the hotel.

3. Plan Ahead
GuestStay enables housekeeping and front desk staff to plan ahead by capturing vital reservation and profile information, such as ETA, additional guests, and notes.

This information provides staff with a comprehensive view of their guests, allowing them to deliver personalised and attentive service.

4. Real-time View
GuestStay provides an accurate and real-time view of reservation and guest profile data, available inside the Guestline Platform

5. Proof of Registration
GuestStay automatically stores registration cards against reservations in the PMS and sends proof of registration to guests after check-in. Guests can store this information in their Apple Wallet, allowing them to refer to it whenever they need to.

6. Checkout
On the day of departure, guests can review and settle their balance online. GuestPay’s paperless solution saves time, improves revenue and cash flow, and eliminates missing charges by updating the billing link in real time.

Additionally, incentivising guests to pay online instead of at the reception with card/cash saves staff time during the check-out process.

GuestStay provides a streamlined and engaging guest engagement process that maximises the efficiency of hotel operations while delivering a personalised and convenient experience for guests.

Here's a breakdown of how the Guest Engagement Process works:

Registration
Prior to arrival, guests receive an email to complete their registration, which includes details such as their contact information, payment details, and any special requests they may have.

The information provided by the guest is automatically updated in the PMS, saving time for both guests and hotel staff. Additionally, GuestStay ensures compliance with Guest Registration, GDPR, PSD2, and PCI-DSS Level 1 requirements by storing and deleting the registration card in a timely manner.

Confirmation
After check-in, guests receive a digital copy of their registration via email, which they can store in their Apple Wallet for easy reference throughout their stay.

This provides a quick and convenient way for guests to access their registration details and interact with the hotel's facilities and services.

Monitor
GuestStay allows hotel staff to monitor guests' balances throughout their stay via a live view directly from the PMS.

In short, this ensures that any ancillary services such as spa treatments, room service, or restaurant bills are tracked accurately, enabling guests to stay on top of their expenses and providing transparency in the billing process.

Payment
On the day of departure, guests can settle their balance securely online with GuestPay, which eliminates the need for guests to visit the front desk, providing a convenient and efficient check-out experience.

What’s more, streamlining the payment process lets hotels reduce waiting times, eliminate the risk of payment errors, and improve guest satisfaction.