Self-service options are disconnected from full-service options, creating friction if issues with service occur and offer limited options to shift from self-service to full service. Self-service options often require assistance from employees to either troubleshoot or direct/guide guests/customers to utilize the self-service options including kiosks, mobile app–enabled service, and food lockers, all of which require robust bandwidth. More flexibility is needed for operators to have the ability to switch manned stations quickly to self-service options when needed.
Goals and Objectives
Transform operations by enabling customers to self-guide through journeys utilizing mobile and self-service technologies. Leverage adaptable technology and hardware to easily open self-service options when needed due to staffing shortages or guest preferences. Utilize technology to streamline customer/traveler throughput, reduce queues, relieve workforce, and allow staff to reprioritize tasks. Leverage digital “fingerprint” of guests to recognize, market, upsell, and gain loyalty/inspire repeat business. By adding contextualized offers and messaging, self-service will be more consistent with upselling and driving ancillary sales while making guests feel recognized and seen, reducing frustration, improving experience, and driving profit.
IoT, kiosks, tablets, mobile apps, artificial intelligence (AI), computer vision, machine learning (ML), 5G, mobile infrastructure, cloud-based technology, edge, SD networking, biometrics, quick response (QR) codes, robotics/automation, real-time inventory, and APIs
Use Case Summary
Create adaptive self-service to automate the guest experience through digital, smart, and responsive devices such as kiosks, tablets, guest mobile devices, or pickup lockers.