hospitality kiosks
In the hospitality industry first impressions count
so when self-service kiosks are a first point of
contact they must provide a high level of service
By Frank O’Lea of Olea Kiosks Inc
In the hospitality industry establishing
a recurring customer base through
the development of brand loyalty is a
crucial revenue stream. Studies have
shown that a 5% increase in customer
loyalty can lead to higher profits of
25 to 95%. Furthermore, it has been
shown that loyal customers will even
stay in less desirable locations or spend
more for a hotel experience they trust.
Creating brand loyalty in the
hospitality industry is dependent upon
the brand being able to consistently
deliver a service that exceeds customer
expectations, and through the use
of modern hospitality kiosks, many
hospitality brands are succeeding
in building trust by providing an
exceptional interactive self-service
experience for their customers.
Kiosks are the First Impression
Throughout the hospitality industry,
brands are opting for self-service
options for everything from checkin, check-out and loyalty program
enrolment, to virtual concierge services
and more. It has become common in
hotels for guests to be greeted by a
bevy of check-in kiosks, with human
customer service attendants standing
by to direct and assist the self-service
check-in process as needed.
As a result, the customer’s first
in-person interaction is often with
an automated self-service machine.
This first impression is immensely
important in demonstrating an ability
to exceed customer expectations. While
a well-developed kiosk can provide a
fast, easy, and seamless self-service
transaction, an outdated or poorly
designed kiosk can create frustration
to the point where the customer may
doubt whether the brand has the
ability to provide services that will
KIOSK solutions 11