Check In @ Avani Hotels & Resorts

What metrics do you track for Check-Ins today? Is time still a factor? With all the new tech, will we even have something like a physical Check-In?

We track our guests’ satisfaction with the overall experience as a lag metric.

Time is still very much a factor and a vital lead measure, as guests expect the process to be seamless and fast. We are redesigning our check-in experience to support this and introducing new technology and pre-arrival correspondence to facilitate the online check-in that we launched two years ago. We also find our guests appreciate the personal touch at check-in and value the encounter.

What is so special about your Check-In? Do we even need a special check-in or VIP check-in?

A friendly, efficient and positively memorable check-in is key to our guests’ overall impression of their stay. We know that if the check-in goes well, the rest of the stay has a much higher chance of being rated positively by our guests.

Conversely, suppose there are issues on check-in or the arrival experience. In that case, guests quickly lose confidence in our service offering and it is harder to recover from an initial bad impression.

As technology improves and our processes are increasingly streamlined to speed up the arrival experience or get our guests to their room faster, all guests will experience a VIP arrival without rushing. We do like to prioritise those that take advantage of the features we offer them, like our online check-in prior to arrival, or downloading our brand app for applicable hotels. Guests who make use of these services will experience a superior arrival experience.

We are also due to launch an app that will be integrating the guest experience, from pre-arrival check-in to in-room dining ordering as well as bill payment via online.

Is there an element of local culture in your Check-In?

We do local language greetings by standards, but some properties have extra touches like in Avani Victoria Falls Resort we have local African dance when guests arrive and depart which is quite fun.

ABOUT AVANI

Balance between coolness and kindness, between design and function and between service and privacy.

With properties in Europe, The Middle East, Asia, Africa and Australia, the Avani portfolio is growing all the time. No matter where in the world a guest discovers us, they’ll find a hotel that gets the balance right. We believe we’ll make a lot of friends by delivering a seamless stay, from warm welcome to fond farewell. All delivered with a genuine smile and a cheeky wink.