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The hotel industry started digitizing its operations to improve guest satisfaction and management processes long ago, but the process accelerated in the past years. Today, many people own smart mobile devices and expect to perform various tasks through them, and hotels don’t fall behind on that trend.
Mobile room keys are one of the fastest-growing hotel technology trends, and it’s no wonder why. They present multiple benefits for guests and hoteliers and gain a competitive advantage. This article discusses the relationship between mobile room keys and better hotel guest management.
What are mobile room keys and keyless entry?
Mobile room keys (or digital keys) are one of the latest technologies in the hospitality industry and a better alternative to the well-known plastic key cards. With a mobile key, hotel guests can open their guest room door by placing their mobile device near the door handle.
The installed device inside the door lock recognizes the encrypted key and unlocks it for the guest to open.
Guests can gain mobile key access immediately after a successful mobile self-check-in or at the front desk upon arrival. They receive a unique digital room key that only they can use to unlock their door. Guests can access their keys anytime by unlocking their phone screen and heading to the hotel’s app.
The mobile key technology works via Bluetooth or NFC (near-field communication). Most providers develop their products to be integrated into the hotel’s property management system (PMS). Hoteliers can automate the check-in process, directly assign mobile keys to their guests, and send them via download links or hotel mobile applications.
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Why do US hotels need mobile room key services?
Global providers offer mobile key solutions worldwide, but their necessity is prominent in the US hotel industry. Why is that?
There’s a growing demand for mobile-based services
According to Pew Research, 85% of Americans owned mobile phones at the beginning of 2021. Search engine machines’ queries and visits from smartphones in the US increased to 61% in 2020. These statistical findings led to other questions that were answered by a survey conducted by Criton already in 2019.
Many smartphone users are business or leisure travelers who use their mobile devices to streamline their travels. They can access tons of information, including nearby hotels and restaurants, means of transportation, other people’s reviews, prices and everything else.
Most people on the go often use mobile phones to book their flights and hotel stays, make reservations and see nearby attractions.
US hotels can take advantage of these increasing numbers and provide the digital solutions their customers need and expect from them. According to current statistics, 74% of hotel guests would use mobile technology solutions if provided the opportunity, including apps, mobile keys and the online check-in.
Which guests are more likely to use digital keys?
As a hotel owner or manager, you need to consider the type of guests who arrive at your hotel and if they are likely to embrace digital keys as a new solution. Naturally, they’ll need to be smartphone users to access their keys.
Often you’ll see that they’re tech-savvy millennials or gen Z who prefer to be self-sufficient and would like to skip the front desk line altogether. A guest who’d use digital key services is a person who wants to save time or is interested in new technologies.
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Mobile keys are cost-efficient for hotel operators
Implementing the relatively new technology of mobile keys can be a costly investment if the hotel doesn’t own compatible door locks and systems. However, they are a cost-efficient solution in the long term since their maintenance costs are far lower than the traditionally used plastic key cards.
Cards often demagnetize, break entirely or get lost, which means they need a new replacement. With digital keys, hoteliers don’t have such additional expenses and reduce environmental waste.
Hotels can also reduce the number of staff members attending the front desk since most hotel operations will be self-served and digital. Guests could check-in online and immediately gain mobile access to their keys, meaning they could skip the front desk line.
Digital room keys enhance guest satisfaction & increase loyalty
Using digital room keys for your hotel brings convenience and comfort to your guests at their fingertips. The guest’s smartphone is something they are familiar with and feel confident when using it.
With their mobile devices, your clients can check-in or out, make payments or upgrades, easily submit reviews, communicate with staff members, unlock their doors safely and control every aspect of their smart room.
Hotel guests who have already experienced mobile check-in and mobile key use continuously report higher satisfaction levels. And it’s no wonder the same guests stay loyal to the brands that provide them with a comprehensive mobile-first guest experience.
Mobile features and technologies bring confidence in your guests that they are staying with a leading hospitality provider ready to attend to their needs at all times.
Mobile keys‘ benefits to hoteliers
Mobile keys certainly improve the guest experience and satisfaction levels, but they also present many benefits to hoteliers and operations. Let’s see some of their most distinguished advantages.
Improve management processes and reduce staff workload
Integrating the mobile key functionality into the staff management platform helps hoteliers improve the management of late check-ins and check-outs, plan room availability and reduce staff workload.
When a guest checks in online, he receives a room key, and the information is automatically added to the PMS. Front desk staff won’t have to give out or wait for the return of any physical keys upon guests’ arrival and departure.
Increase your hotel’s and guests’ security
Mobile keys use advanced encryption technology to ensure maximum security for the holder and the property. They are functional only for the specific period the guest stays in the hotel and is available only to them.
For several reasons, an unauthorized person cannot use the mobile key to unlock rooms or common amenities even if the mobile device is lost or stolen. First, they must go through the device’s security which often requires a password or a biometric identification.
Second, the smartphone’s owner can inform the hotel about the situation, and a staff member can immediately deactivate the mobile key and revoke access rights.
Take advantage of new revenue opportunities
Hoteliers who use digital keys often combine them with a branded hotel app or a specifically designed webpage. These are additional opportunities to upsell and cross-sell products and services.
A hotel guest can upgrade their stay by visiting the app or webpage, including choosing another room or floor, booking spa treatments, ordering room service or signing up for tour activities. Those options are one click away from your guests and present new chances to increase your sales and revenue.
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FAQs
What is a mobile room key in a hotel?
Mobile room keys in hotels are digital keys that hotel guests can access through a link or a hotel app on their smartphone. Guests use them to unlock hotel rooms or common amenities such as gym and pool doors.
Why are mobile keys taking over in hotels?
Mobile keys are taking over in hotels due to the digitalization of the hotel industry and the growing guest expectations. More and more hotel guests use their mobile phones for various business and leisure-related tasks, including bookings and mobile check-ins.
What makes a great keyless entry experience for hotel guests?
With keyless entry, hotel guests can skip the lines at the front desk after their long journeys, directly unpack their luggage and start unwinding. They feel more confident that they won’t lose their physical keys and enjoy advanced hotel security levels.
Why do hotels need mobile keys and a keyless entry system?
Mobile key technology presents many benefits to guests and hoteliers, including :
- improved guest satisfaction and loyalty levels
- advanced security
- reduced staff workload
- better manage operations and new revenue opportunities