Digital check-in and self-service - easier guest management
Digital check-in and self-service is no longer something that only modern city hotels offer. It has become a natural part of the guest journey for everything from resorts and conference centres to campsites. As travellers' expectations change - towards speed, flexibility and minimal friction - digital processes are becoming a crucial piece of the puzzle in meeting today's needs. In this article, we look at how digital check-in and self-service are transforming the industry, creating new opportunities for guests and simplifying the day-to-day life of hospitality businesses.
No queues - the guest takes control
One of the main benefits of digital check-in is the elimination of queues at reception. Instead, guests can check-in in advance via their mobile phone or computer, or on arrival through a simple self-service station. This makes arrivals smoother, predictable and stress-free - for both the guest and the staff.
When the guest can register their details in peace and quiet before arrival, the risk of errors is reduced. It also frees up staff time to focus on service, problem-solving and personalisation - instead of monotonous administrative routines. Hotels also gain better control over flows as guests often provide approximate arrival times during the process, making staffing planning easier.
Digital check-in simply creates a better start to the stay. Instead of starting with waiting, the guest starts with freedom of choice.
More data means better service and more revenue
When check-in is done digitally, a whole new database of valuable information is built - from preferences and travel patterns to the need for options or upgrades. This data makes it possible to personalise offers and services to each individual, instead of sending generic mailings to all guests.
Moreover, guests are often more likely to provide accurate information when the process is digital, clear and self-instructive. For businesses, this means the opportunity to:
- Create segmented campaigns based on the purpose of the journey.
- Identify returning guests and offer recognition or loyalty benefits.
- Optimise occupancy by understanding what types of guests arrive when.
- Present more relevant upgrades and options at the right time.
It is precisely in the combination of data and automation that digital check-in becomes a tool for revenue optimisation. With the right set-up, every step of the guest journey can generate opportunities for upselling - without being perceived as intrusive.
Communication spheres and personalised offers
Digital check-in is more than a registration form. It is also an opportunity to create a coherent digital communication sphere around the guest. Throughout the journey, you can send relevant information at exactly the right time.
Examples of what such a communication journey might look like:
- Before arrival: Reminders, possibility to add breakfast, parking or special requests.
- On the day of arrival: A digital guide to how check-in works and tips on activities.
- During the stay: Personalised offers based on guest type - spa for couples, excursions for families, coworking for business travellers.
- After check-out: Feedback forms and relevant subsequent communication.
This way, all communication becomes part of the guest experience - not something that sits on the sidelines. When this is tied together with a flexible platform like Lyra flows can be optimised for the benefit of both the guest and the business.
Instances when a guest interacts with the Lyra platform
- The guest searches for accommodation and finds the hotel's website using the Lyra booking engine (WBE) or via a booking channel where the hotel is listed through the Lyra channel manager.
- The guest makes their booking online.
- The booking is automatically recorded in Lyra's Property Management System (PMS), ensuring that all information is centralised and up-to-date.
- Guests receive automated, personalised messages with information about their upcoming stay, including offers for upgrades or extra services.
- The guest uses the digital check-in function to check in online, reducing the need for physical contact on arrival.
- Alternatively, the guest is checked in by the reception staff.
- The guest uses the guest portal to:
- Order room service or other services.
- Change your booking.
- Communicate with the hotel staff.
- Get information about hotel facilities and local attractions.
- The guest manages payments for their stay and any additional services through the integrated payment solution in the platform.
- The guest completes a seamless digital check-out via the guest portal, streamlining the process and saving time.
- The guest receives automated messages thanking them for their visit and encouraging feedback or reviews.
- Guests may be offered special offers or loyalty programmes for future bookings.
Less administration and fewer sources of error
Digital check-in flows drastically reduce the need for manual administration. The guest enters their own information directly into the system, eliminating many of the errors that often occur when staff have to interpret handwritten notes or verbal information.
The front desk is released:
- Long queues.
- Paper handling.
- Double work and manual registration.
- Explaining the same simple processes over and over again.
It allows time to be spent on service, socialising and resolving situations where people are still needed. Digital check-in is not about replacing staff - it's about enhancing the hotel experience by freeing up time for what matters.
Easier and more flexible payments
Another major advantage of digital check-in is that it makes payments smoother. Guests can choose at their leisure how and when to pay. It becomes clear what amounts are included, what options have been added and what needs to be paid before, during or after the stay.
Example of flexibility appreciated by guests:
- Pay for your entire stay in advance online.
- Add or change payment cards directly in the check-in flow.
- Split the payment between several guests.
- Collect extra purchases on a digital invoice paid at check-out.
For businesses, this means fewer missed payments, fewer manual checks and better structure in the financial flow. Quite simply, it's safer - both for the guest and the business.
A step towards the future of guest travel
Self-service and digital check-in is not just a trend, but a natural evolution of how travelling works today. As in the e-commerce, transport and hospitality industries, today's guests want flexibility, clarity and control. At the same time, businesses want more data, less administration and better opportunities to optimise revenue.
Digital flows create just that - a modern, seamless and frictionless guest experience. Combined with a flexible system that Lyra opens the door to both efficiency and additional sales, while providing a guest experience that feels both simpler and more personalised.
Digital check-in is not the future. It is already here - and it makes everyday life easier for everyone.
