The front desk plays a pivotal role in shaping the guest experience – it’s the first point of contact on property. And you don’t get a second chance to make a great first impression.
NB: This is an article from WebRezPro
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Despite the best intentions, operational challenges can disrupt your welcome, creating unnecessary friction that results in extended wait times, grumpy guests, and negative reviews. Here’s how you can overcome these pain points to deliver seamless, productive encounters at your front desk.
Slow Check-ins
Sometimes, the best way to handle the front desk is to bypass it entirely. Traditional manual check-in processes can feel cumbersome and time consuming. While your lobby may be beautifully designed, guests are looking to move through it quickly, not linger in line. As of 2022, 39 percent of travelers desired self check-in and other contactless options for basic transactions.
Offering self check-in not only caters to evolving expectations but streamlines operations as well. Guests who prefer to register in person can still be accommodated by a front desk agent but with shorter lines and faster service. It’s a win-win. Efficient check-ins lead to more relaxed guests while your team benefits from smoother interactions, preventing staff burnout.
Modern property management systems (PMS) enable you to seamlessly integrate self check-in into your operations. Guests can complete registration online, including payment, and receive their digital room key all before they arrive on property.
Double Bookings and Other Reservation Errors
No guest wants to arrive at your front desk to discover that the room they were counting on isn’t there… and the best your staff can hope for is politeness through gritted teeth.
Prevent double bookings and other errors by ensuring your direct online booking engine is fully integrated with your PMS. This way, your PMS is instantly updated whenever a new reservation comes through your website, and availability is adjusted in real time.
The same goes for your other booking channels. According to a 2022 Market Sampler survey, almost 70 percent of US travelers choose to book via an OTA over a hotel website when the prices are equal. Ensure a frictionless experience for these guests by integrating your PMS with your OTA, GDS, and metasearch channels so that your rates and availability are always up-to-date across the board.
