02 Sep  Why Self-Serve Kiosks Are The Hottest Thing in Hospitality

Customers have become increasingly aware of the advantages of self-serve kiosks. And as self-service technology like contactless payments and digital ordering continue to evolve, businesses in the hospitality industry should look to take advantage of the benefits these opportunities present. 

Many restaurants adopted digital ordering during the height of COVID-19, and since then the technology has quickly caught on while expanding to include kiosks. More independent restaurants and hotels previously hesitant about the benefits of self-ordering have begun to embrace it. Let’s look at how self-serve kiosks work and how your hospitality business can benefit from integrating them into your services.

How do self-serve kiosks work?

As its name suggests, self-serve kiosks are digital stations that customers can use to facilitate action with a company to receive a service. This could be ordering a meal in a restaurant, or checking into a hotel, or whatever other interaction the business seeks to automate. These typically involve a touchscreen that guides users through the process of completing the desired action. 

Customers select from a menu of available options until they reach their desired goal, which can include payment for the product/service. Self-serve kiosks are quite similar to vending machines. They allow customers to select their item, pay for it, and pick it up, all without interacting with another person. However, self-serve kiosks are more advanced and offer more than just snacks. 

Benefits of self-serve kiosks

Reduced wait times 

One of the most compelling benefits of self-serve kiosks is that they often result in reduced wait times. Customers don’t want to stand in line for long periods no matter what you’re offering. Many people are now accustomed to ordering online and have no issues interacting with the technology. With self-serve kiosks, they’ll be able to place orders easily and then move on to allow other customers to place their orders quickly too. Since they can see both menu options and availability, customers can create their order and pay for it with a few simple clicks. 

Increased productivity 

Your property will likely see an increase in productivity with self-serve kiosks. You’ll be able to reallocate staff to where human touch and expertise can impact the guest experience the most. Such moves can boost your hotel’s productivity, increase sales, and improve customer loyalty. Moving your staff around can also lead to improved morale, with team members no longer being required to manage multiple duties due to staff shortages. Automating the order-taking process can also greatly improve profitability, by enabling businesses to serve more customers without hiring additional staff, and without compromising their quality of service. 

Accommodate social distancing preferences 

While many businesses are relaxing their COVID-19 precautions, one thing the pandemic has taught us is that limiting exposure goes a long way to maintaining your health. Many people have become more conscious of. reducing their contact with staff, and other customers.

You’ll also want to protect your team from health risks that can result in them being unavailable for work, so limiting face-to-face interactions benefits both parties. When customers have the choice to order and pay for their meals themselves, it can reduce anxiety for customers and staff alike. They’ll know your business is concerned about their safety and comfort and has their best interests at heart, increasing brand loyalty.

Improved order accuracy 

Errors with orders can negatively impact guest experiences and even lead to the loss of repeat business. Self-serve kiosks can be key to reducing mix-ups. With customers placing orders themselves, there’ll be fewer mistakes, and in the unlikely event of an error, they’ll typically be more understanding.

Self-ordering can minimize the potential for miscommunication between customers and employees and can greatly reduce customer dissatisfaction and negative reviews. Improved order accuracy also works in your business’s favor. The kitchen will benefit from not having to deal with re-making meals due to mistakes with orders, which will also result in cost savings from resources used to appease customers due to errors.

Personalized experience

Self-serve kiosks can also provide guests with a more personalized experience, thanks to insights acquired on their preferences through previous purchases, Kiosks can also be leveraged to provide recommendations for other items they might enjoy, based on insights gained from other guests with similar preferences. Personalization can contribute to a better overall guest experience and a more memorable stay. In addition to supporting customized offers, the data gathered can also be used to tailor future marketing efforts.

Increased check size

Research shows that customers typically spend an average of 20% more when ordering through self-service kiosks compared to traditional methods. This is because of both the design, which includes photos of the menu items and the user experience. Customers tend to order more when using kiosks as they have more time to browse through the menu. In addition, the design element allows kiosks the opportunity to highlight higher-value items, as well as support multiple upselling options (combos, recommendations). 

Self-service technology also provides customers with both full control and privacy. This allows them to customize their orders without any concern over whether someone is judging their meal choices. 

Self-serve kiosks in hotels 

Using self-serve kiosks can be a game changer for hotels. Here are a few ways you can improve guests’ experience using our digital ordering services.

• Using self-serve kiosks frees up your staff. Since customers are able to place orders themselves hotel staff, that would previously have handled taking orders are free. They’ll have more time to take care of other aspects of the business that ensure a better guest experience.

• Guests can order from anywhere. Digital ordering allows hotel guests to place their meal orders from anywhere in the hotel. For example, a guest can place an order and have it delivered to their room while they finish up a meeting in the conference room. They’ll have a meal waiting as soon as they’re back in the room. It eliminates the wait time they would’ve previously had and provides an added layer of convenience.

• They provide a marketing opportunity. For example, while ordering food on the app, and selecting their options, the system suggests add-ons and other complementary items. Or, while guests check in or book a room, they’re shown additional amenities to include in their booking and pay for immediately. Customers are likely to pick these add-ons on their own compared to when they’re marketed to them face-to-face.

They can be easily integrated into existing systems to provide a personalized, and efficient guest experience. People of all ages and demographics appreciate the ease of self-ordering, so why not take advantage of the shift? 

Contact us at Tacit if you’re interested in elevating your business operations using self-serve technology. We’ll help you set up and create custom digital ordering solutions suited to your specific needs.