

- AI & ML
- Automation
- Custom Software Development
- Booking Systems
- Real-Time Solution
- Backend
Comprehensive hotel check-in kiosk software development with the power of AI and ML. Automation of front-desk operations and reducing guest wait times. Setting up integration with the hotel's CRM and PMS.
client
NDA Protected
United Arab Emirates
150-200 employees
A hospitality group operating several 4-star properties required a tech solution for a hotel self-service kiosk to resolve inefficiencies during guest registration. Their goal was to design a system that would speed up guest processing, handle identity checks securely, and introduce real-time upgrade offers without placing extra burden on front-desk staff.
Additionally, the new solution had to work across multiple locations while complying with privacy regulations.
request background
Transitioning Reception to a Digital Process with an AI Hotel Check-in Kiosk
In response to increasing operational pressure, the client launched a digitization initiative targeting the check-in phase. Their existing workflow created long queues during busy periods, with manual identity checks introducing the potential for error and inefficiency.
Front-desk staff were often overwhelmed, leaving no room to suggest personalized services at arrival. Communication with non-English-speaking guests posed frequent difficulties due to staffing limitations.
A solution for a hotel self-service check-in kiosk was needed to authenticate identity, assist in multiple languages, and recommend relevant upgrades. It also had to work across properties with varying infrastructure, requiring strong system compatibility and modularity.
challenge
Hotel Check-in Kiosk AI Solution Addressing Guest Flow, Labor & Integration Constraints
Guest registry times frequently exceeded acceptable limits, especially during peak arrivals. Reception teams struggled to maintain efficiency while verifying guest documents by hand. These delays added friction to the guest journey and increased the likelihood of mistakes. Language mismatches introduced further slowdowns, as not all locations employed multilingual staff. International travelers faced hurdles filling in forms or understanding instructions, leading to bottlenecks. Sales opportunities at check-in were consistently missed, with no systematic way to promote upgrades or extras.
Labor costs continued to rise, especially with the need for multilingual front-desk roles. Differences in property-level software created challenges for any centralized digital rollout.
Ensuring full regulatory compliance in handling identity data placed constraints on the system architecture.
The development team had to design a hotel check-in kiosk system not just for technical feasibility but also for guest usability and legal safety while minimizing service disruption.
goals
- Decrease guest wait time during their registration.
- Introduce automated document and biometric authentication.
- Provide an intuitive, contact-free process accessible in multiple languages.
- Ensure facial recognition and ID scanning comply with GDPR.
- Build a logic-based upsell feature to increase revenue at arrival.
- Design a scalable system for future deployment at other locations.
- Guarantee integration with the group's existing PMS, CRM, and payment providers.
solution
Building a Self-check-in Hotel System and Backend Architecture
React.js, TypeScript, Node.js, NestJS, PostgreSQL, Redis, WebSocket (Socket.IO), Docker, Kubernetes, AWS (EC2, RDS, CloudWatch), Grafana, Prometheus, RESTful APIs, OpenAPI/Swagger, OAuth 2.0, JWT
30 months
6 specialists
Tailored hotel check-in kiosk was designed to handle all critical guest onboarding tasks independently. The kiosk combined a multilingual touchscreen interface with real-time voice assistance, helping international guests navigate without external help.
A camera module and AI-driven software managed facial recognition and ID matching, confirming identity and ensuring data security. Based on a guest's profile and booking history, the system offered room upgrades or additional services through contextual prompts. Backend services communicated with the hotel's PMS and CRM platforms via encrypted APIs.
Within the delivered hotel self-check-in kiosk solution, payments, confirmations, and profile updates were processed securely, keeping guest data synchronized across channels.
Cloud-based monitoring enabled live support and performance oversight from central admin teams. Updates were delivered uniformly through a containerized deployment system, making maintenance and expansion simpler.
- Smart identity matching algorithms with document scanning and facial verification for rapid ID confirmation
- Voice interaction in five languages supported by a real-time AI-based speech engine
- CRM-integrated upsell prompts for tailored room and service offers
- RESTful APIs for secure interoperability with PMS and payment systems
- Docker containers with Kubernetes for smooth rollout and system scaling
- Monitoring set up through Grafana dashboards connected to Prometheus
- Encrypted data storage with tokenized handling of sensitive guest information
- Compliance checks aligned with GDPR for all biometric and document records
- Staff training sessions conducted on kiosk usage and fallback procedures
outcome
Well-implemented Self Service Check-in System in Hotel Modernization
- A 25% drop in front-desk workload, enabling staff to focus on guest support and concierge tasks.
- A 30% reduction in average check-in time, improving guest satisfaction on arrival.
- An 18% increase in upsell conversion, tied to contextual upgrade prompts at the kiosk.
- GDPR compliance for all biometric operations, minimizing legal risk.
- The unified system is now prepped for deployment at five additional properties with no architecture changes.
- No downtime recorded during the phased rollout or subsequent updates.
client feedback
The check-in kiosks took a lot of pressure off the front desk. Guests get through faster, and our staff now has more time for the things that actually require human attention. The system does what it should: efficient and easy to manage.
Related cases
Articles you may also like
![Why Invest in Custom Accounting Software for Hotels [2025]](/img/articles/software-for-hotel-accounting/img01.jpg)
How Software for Hotel Accounting Drives Hospitality Efficiency in 2025
![ᐉ Hotel Dynamic Pricing [A 2025 Guide for Hoteliers]](/img/articles/hotel-dynamic-pricing-solutions-development/img01.jpg)
Hotel Dynamic Pricing Solutions Development: Trends, Features, and Challenges

10 Ways to Improve Customer Experience in Hospitality with Hotel Management Software

Top Hospitality Technology Trends to Embrace in 2025
![Hotel Housekeeping Software: [2025 Guide for Hoteliers]](/img/articles/how-hotel-housekeeping-software-drives-operational-excellence-guest-satisfaction/img01.jpg)
How Hotel Housekeeping Software Drives Operational Excellence & Guest Satisfaction
![Embracing Hotel Automation in 2025: [Advantages & Success Cases]](/img/articles/implementing-automation-in-hotels-benefits-and-real-world-use-cases/img01.jpg)
Implementing Automation in Hotels: Benefits and Real-World Use Cases
![[6 Ways] Big Data is Transforming the Hospitality Industry](/img/articles/big-data-in-the-hospitality-industry/img02.jpg)
How Big Data and Analytics Are Transforming the Hospitality Industry
![Hotel CRM Software: [Custom vs Off-the-Shelf]](/img/articles/hotel-crm-software-custom-vs-off-the-shelf/img01.jpg)
Hotel CRM Software: Custom vs Off-the-Shelf

Top Impactful Smart Hotel Solutions to Employ for Modern Hoteliers
![SaaS for Hospitality [Use Cases & Benefits]](/img/articles/how-businesses-benefit-from-custom-saas-hospitality-solutions/img01.jpg)
How Businesses Benefit from Custom SaaS Hospitality Solutions
![Travel API Integration Guide: [Top Travel APIs & Integration Tips]](/img/articles/travel-api-integration-top-apis-and-reasons-to-implement-them/img01.jpg)
Travel API Integration: Top APIs & Reasons to Implement Them
![ᐉ Why You Need Hotel Data Management to Increase Revenue [8 Examples]](/img/articles/hotel-data-management/img01.jpg)
Why You Need Hotel Data Management to Increase Revenue: 8 Examples
![ᐉ Hotel Chatbots [7 Benefits of Chatbots for Hospitality Industry]](/img/articles/chatbots-for-hospitality/img01.jpg)
Your Primer on Chatbots for Hospitality and Travel Industries
![Travel App Development: Cost & Essential Features [2025 Guide]](/img/articles/travel-application-development/img01.jpg)
Travel Application Development: Converting Advanced User Experiences into Growth
![ML & AI in Hospitality & Travel [7 Use Cases Included]](/img/articles/ai-and-ml-in-travel/img01.jpg)
ML and AI in Hospitality & Travel: Top Benefits & Use Cases
![IoT in Hospitality [5 Ways to Grow Your Hotel Business]](/img/articles/iot-in-hospitality/img01.jpg)
IoT in Hospitality: Enhancing Guest Experiences and Security in Hotels
![How to Develop a Custom Hotel Reservation Software in [2025]](/img/articles/custom-hotel-booking-system/img01.jpg)
How to Develop a Custom Hotel Booking System for Your Own Hotel Business
![Cybersecurity in Hospitality [How to Fix Data Breach Threats]](/img/articles/data-breach-threats-in-hospitality/img01.jpg)
Cybersecurity and Data Breach Threats in Hospitality: How to Fix
![Contactless Solutions for Hotels [Check-in software, Booking and more]](/img/articles/contactless-solutions-for-hotels/img01.jpg)
Contactless Solutions for Hotels: The Revenue Driver for Your Hospitality Business

Hotel App Development: How to Make Revenue-Driving Software
![Hotel Revenue Management Software [2025 Guide]](/img/articles/hotel-revenue-management-software/img01.jpg)
Hotel Revenue Management Software: Must-have Features, Benefits, and Integration

Why Use Custom Travel Agency Software: Benefits for Travel Business
![ᐉ Hotel Property Management System Development [2025 Guide]](/img/articles/property-management-system/img01.jpg)
Guide to Hotel Property Management System development

Food Delivery App Development: How to Attract New Clients to Your Restaurant Business
![ᐉ Cloud vs On Premise [Comparison Chart] in the Hotel Industry](/img/articles/cloud-vs-on-premise/img01.jpg)
Cloud vs On-Premise Solutions in the Hospitality Industry: Which One to Choose
![Hotel Management Software Development [2025 Guide]](/img/articles/hotel-management-system-development/img01.jpg)
The Ins and Outs of Hotel Management Software Development
