Problem: Check-in creates information overload. Staff verbally explain breakfast times, pool hours, wifi passwords, and property details, but guests are tired from travel and overwhelmed. They nod politely, then immediately forget crucial information—leading to repeated calls to reception and frustration.
Impact: Guests feel disoriented in their first hours, can't access basic amenities without help, and form a negative first impression during the most critical moment of their journey. Your staff waste time answering the same questions repeatedly instead of delivering proactive service.
Solution:
- Provide all essential information in written format: print breakfast times, pool hours, and key details on the room key envelope or display on the welcome screen in the room
- Offer immediate tech support at check-in: help guests install your property app or connect to wifi while they're at the desk
- Implement AI-assisted wifi setup: personalized connection based on the guest's device type, eliminating staff intervention and technical frustration
Result: Guests leave check-in feeling informed and in control. They have written reference materials for later, their technology works immediately, and your staff can focus on creating warm personal connections instead of repeating procedural information. This transforms check-in from an administrative transaction into a confidence-building welcome experience.