What is Self-Service?

Self-Service

·         “Self Service” has become a daily term used in the tourism industry. Airlines and Hotels have implemented self-service kiosks to made the customer experience a little easier and faster for travelers to a smooth and enjoyable experience through various check in options. Apart from online check in and mobile phone check in, passengers can also check in through kiosks. These are self-service devices that are simple to use and convenient, making it possible for consumers to check in any time. The self-service check in machines transact in different languages including English, German, Spanish, Chinese (both traditional and simplified), Japanese, French and Portuguese "Self Service Kiosks". The tourism industry is extremely competitive for airlines and hotels therefore they are continuously technologically evolving. 

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·         The traditional encounter has changed with the introduction of self-service  kiosk  where  customers  interact  with  technological  platforms  which deliver  services  to  the  customer  without  direct  contact  with  employees. Traditional counter service sometimes involves  guests  waiting  in  long  lines  at  the  reception/ agents  which can lead to  unsatisfactory customer service from front-office staff. Customers can now interact with the automated interface and obtain the required information through their own efforts such as check-in and check-out processes.

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·         Technological advances have provided service organizations alternative options especially since the airline and hotel industries being as competitive as it is. In many aspects of daily life, customers are widely exposed to the choice between self-service and service staff  Self-service  technology  has  attracted  considerable  interest  from  many persons because of its novelty and strategic importance to the hotel sector state that technology has already impacted service delivery methods and will continue  to  do  so  in  the  future.  The se self -check-in/check can be found in popular hotel brands such  as  Marriott,  Hyatt,  Hilton  as well as airlines such as; American Airlines, Air Canada, Singapore airlines for example,  have  already introduced  automated  self-service  kiosks  terminals  and lobbies.

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·         Advantages (expand)

• ·         Convenience  e.g. single travelers
• ·         Less time is spent queuing
• ·         Decrease work load for staff
• ·         Creates a better atmosphere for guest and a staff
• ·         Can be time consuming
• ·         Accessible

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·         Disadvantages

• ·         Lack of human interaction
• ·         Technological errors
• ·         Can be frustrating e.g.  older persons/handicap

Links

• Marriott Mobile App’s Check In & Check Out Feature: https://youtu.be/jzFdZ_FVvrM

• Self-service technologies: http://www.economist.com/node/3196309

• Hotel Benefits from self-service kiosks: http://hotelexecutive.com/business_review/1541/hotels-can-benefit-from-self-service-kiosks