Self-service options are disconnected from full-service options, creating friction if issues with service occur. 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.
Goals and Objectives
Transform operations by enabling customers to self-guide through journeys utilizing mobile and self-service technologies. Utilize technology to streamline customer/traveler throughput, reduce queues, relieve workforce, and allow staff to reprioritize tasks. Leverage digital “fingerprint” of guests to market, upsell, and gain loyalty/inspire repeat business.
IoT, mobile apps, AI, computer-vision, machine learning, 5G, mobile infrastructure, cloud-based technology, edge, SD networking, biometrics, QR codes, robotics/automation, real-time inventory, and APIs
Use Case Summary
Self-service automates the guest experience through digital, smart, and responsive devices such as kiosks, tablets, guest mobile devices, or pickup lockers.