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Self Service Check-In / Out Kiosk Technology for Hotels Booming

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Ariane Systems, a leader in self-service check-in / check-out kiosk technology for the hospitality industry, has reported that self-service guest transactions completed through their integrated check-in / out system for hotels has topped the $5 billion mark worldwide.

The milestone was documented through Ariane’s elaborate statistics module that is included with the company’s Allegro software package, and comprises data from worldwide sales transacted across more than 1,600 kiosks installed at hotel properties in 20 countries globally.

The Allegro statistics module provides valuable financial data to Ariane’s hotel clients through a password-protected interface, including event tracking and documentation of all guest transactions. Depending on how the filters are applied, the system will automatically extract the data in real time, and will allow it to be sorted by site, brand, property type (franchisee, managed, owned), region and country. The information is then compiled into standardized charts and graphics which represent the details behind the guest’s self-service experience.

“Reaching $5 billion in kiosk transactions is not only an important landmark for us as a company, but a critical indicator of a global trend toward increased self-service and technology-assisted services in the hotel industry,” said Laurent Cardot, CEO of Ariane Systems. “As this trend has accelerated within other industries such as banking and travel services, including airlines, the general consumer is becoming increasingly comfortable with how much quicker and more convenient their everyday transactions can be utilizing self-service solutions. We expect hotels to continue their adoption of electronic kiosks and other advanced self-service options, in order to maximize guest comfort and convenience, as well as their overall operational efficiency.”

Additional data gathered from the kiosks during the first half of 2010 indicates that 75% of hotel guests completed their check-in process using the Ariane self check-in / out kiosk in less than five minutes, of which 43% in less than 2 minutes. 73% finalized their check-out(including payment) in less than 50 seconds.

A recent research study completed by Cornell University School of Hotel Administration’s Center for Hospitality Research examined key operational and performance indicators needed to improve hotel guest satisfaction, presenting evidence that utilizing self-service solutions to reduce check-in time yields a measurable financial return on investment.

According to the report, continuous metrics can be analyzed to determine where the optimal break point is relative to guest satisfaction. When they examined the amount of time required to check-in as it relates to the Guest Satisfaction Index, they concluded that the break point was five minutes (or less). That is, overall satisfaction was significantly higher among guests who were able to check in within five minutes or less, whereas overall satisfaction was significantly less among guests who reported that their check-in time was greater than five minutes. More than one-half of “Delighted” guests (58%) reported checking in within five minutes, compared with less than one-third of “Dissatisfied” guests (32%).

“For the last 12 years, Ariane Systems’ core business has been helping hotels to improve guest satisfaction by providing a secure, yet guest-friendly and inviting experience through our self check in/out solution,” said Cardot. “The guest interface has been specifically designed to be extremely intuitive, making each transaction quicker and easier for the guest, and therefore providing increased efficiency of the check-in and check-out process for the hotel. Our ability to track each transaction has allowed us to continue refining our solution, and has contributed to our rapid growth and expansion in the market.”

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