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⏩ AI-Powered Software for a Hotel Self-check-in Kiosk

case study

AI-Powered Software for a Hotel Self-check-in Kiosk

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.

hotel self check in kiosk software development case study

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.

AI-based hotel self check in system development

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.

Acropolium's case study on self-check-in hotel system development

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.

developing a self-service check-in system in hotel businesses

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.

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