We take digitalisation seriously, you will not find a reception desk. But don't worry, if you need anything come to our host desk. Somebody (maybe a robot) will be there 24/7. Here we describe our digital-first approach to guest services, which means guests will not find a traditional reception desk, but can rely on a host desk staffed by a real person or a robot available 24/7 for any assistance. The digital amenities include self-check-in kiosks, digital room keys, an app to order food, book tours, and handle administrative elements such as cleaning requests and checkout. This approach aims to provide a streamlined and personalised service, reduce operating costs, and create a welcoming environment for all guests, regardless of their preference for traditional or digital solutions.
Digitalisation has revolutionised almost every aspect of our lives, from the way we communicate to the way we conduct business. In the hospitality industry, digitalisation has prompted hotels and hostels to embrace new technologies and digital platforms in order to meet the evolving needs of their guests. In this article, we will explore why we take digitalisation seriously in our hostel concept, and how our guests can benefit from this shift towards digital solutions.
At our hostel, we have adopted a digital-first approach to guest services. This means that our guests will not find a traditional reception desk when they arrive. Instead, they will be greeted by our host desk, where somebody – perhaps a robot – will be available 24/7 to answer their questions and provide assistance.
Why have we chosen to take this approach? Firstly, we believe that a digital-first approach offers a more efficient and streamlined experience for our guests. By automating many of the administrative tasks that are traditionally handled by reception staff, we can ensure that our guests can check in and out quickly and easily, without any unnecessary delays or waiting times.
In addition, a digital-first approach can also help to reduce our operating costs. By using technology to automate many of the tasks that are traditionally handled by staff members, we can reduce our staffing requirements and improve our efficiency. This, in turn, allows us to offer our guests more competitive pricing, without sacrificing on the quality of our services.
Of course, we recognise that some guests may prefer a more traditional approach to guest services. That is why we have ensured that our host desk is always staffed by a real person – even if that person is assisted by digital technologies. This ensures that our guests always have access to a friendly face and a human touch, even as we embrace the latest digital solutions.
So what does a digital-first approach to guest services actually look like in practice? Let’s take a closer look at some of the key features of our hostel concept.
Self-Check-in
When guests arrive at our hostel, they will not find a traditional reception desk. Instead, they will be greeted by our host desk, where they can check in using our self-check-in kiosks. These kiosks allow guests to quickly and easily check in, without the need for any lengthy paperwork or forms.
To use the self-check-in kiosks, guests simply need to enter their booking details and provide some basic information about themselves. Once they have completed the check-in process, they will be given a key card that they can use to access their room.
By automating the check-in process, we can ensure that our guests can start enjoying their stay as soon as they arrive. This is particularly important for guests who may have travelled a long way and are eager to settle in and explore the local area.
Digital Room Keys
Instead of traditional metal keys, our hostel uses digital room (bed) keys. These keys are stored on the guest’s mobile device and can be accessed using our app. This means that guests don’t need to worry about losing their key or returning it when they check out.
Using digital room (bed) keys also allows us to offer a more flexible and personalised experience for our guests. For example, guests can use their digital key to access our communal areas, such as the kitchen or the rooftop terrace, outside of their room’s scheduled cleaning times. This gives them more freedom to enjoy their stay on their own terms.
24/7 Support
Even though our hostel concept is heavily digitalised, we still believe in providing our guests with a high level of support and assistance. That is why our host desk is staffed 24/7 by a friendly and knowledgeable team.
If guests have any questions or need any assistance during their stay, they can simply come to our host desk and speak to one of our team members. Whether they need recommendations for local attractions, assistance with booking transportation or simply someone to talk to, our team is always on hand to help.
Our team members are trained to provide expert advice and support to our guests. They can help with everything from recommending the best places to eat or shop, to assisting with language barriers or cultural differences. This level of personalised service ensures that our guests always feel welcome and valued, even in a highly digitalised environment.
Digital Amenities
In addition to our self-check-in kiosks and digital room (bed) keys, we offer a range of other digital amenities to enhance our guests’ stay. For example, our app allows guests to order food and drinks from our on-site café, as well as book tours or other local experiences.
We also offer digital entertainment options, such as streaming services and gaming consoles, to ensure that our guests have plenty to keep them occupied during their stay. This helps to create a welcoming and inclusive environment that caters to guests of all ages and interests.
Administrative Elements
All of the administrative elements that our guests need during their stay, such as room cleaning requests or checkout, can be handled digitally using our app or the self-checkout kiosks. This allows our guests to manage their stay on their own terms, without having to wait for staff assistance.
By reducing the need for manual paperwork or administrative tasks, we can ensure that our guests have a more relaxed and enjoyable experience during their stay. This is particularly important for guests who are travelling for leisure and want to make the most of their time exploring the local area.
Conclusion
In conclusion, our decision to adopt a digital-first approach to guest services is driven by our commitment to providing a high-quality and efficient experience for our guests. By embracing the latest technologies and digital platforms, we can offer a more streamlined and personalised service, while also reducing our operating costs.
At the same time, we recognise that a digital-first approach may not be for everyone. That is why we have ensured that our host desk is always staffed by a real person, who can offer expert advice and assistance to our guests whenever they need it.
Ultimately, our goal is to create a welcoming and inclusive environment that caters to the needs of all our guests. Whether they prefer a traditional approach to guest services or are comfortable with the latest digital solutions, we strive to provide a memorable and enjoyable experience for everyone who stays with us.
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