Helping a Prominent UK Hotel Chain Modernise the Guest Experience.
They were dealing with low kiosk usage, which led to broader inefficiencies during the check-in period. The hotel’s operators wanted a nationwide rollout of updated kiosk terminals, which would offer guests a familiar interaction during their check-in journey and lead to greater adoption.
Decision makers within the hotel’s team recommended Evoke from an existing client - McDonalds. After successfully installing kiosks in their restaurants, McDonalds emphasised to this client the level of support they’d received, solidifying Evoke’s position as the ideal company to offer a holistic solution, from kiosk installation to broader implementation considerations.
Inefficient Kiosks Were Causing Low Adoption Rates
The hotel chain was not unfamiliar with check-in kiosks and had used previous suppliers to install multiple versions aimed at encouraging guest self-check-in.
The units, however, were clunky, positioned poorly in the lobby, and didn’t offer the familiar kiosk experiences that guests may have been used to in other settings.
With older technology not meeting expectations, staff had to revert to manual check-in, moving their focus away from value-added interactions with guests. With each site having different layouts, receptions, and kiosk setups, a one-size-fits-all approach wouldn’t work. A thoughtful rollout was essential to avoiding the existing check in experience.
Better Software, Better Placements, Better Results
We delivered a solution that addressed both operational and guest experience challenges, all supported by hands-on training, performance monitoring and proactive problem mitigation.
We first carried out site surveys to ensure seamless installation in all sites. This was followed by a phased kiosk roll out that prioritised high traffic hotels.
Throughout the consultation and installation phases, the chain’s team were in conversations with a Customer Experience Director at Evoke. This partnership ensured guidance, clarity, and reassurance was present during every phase of the project, leading to a smooth, stress-free rollout.
The kiosks were designed to fit seamlessly into different site layouts and matched existing footprints to avoid unnecessary infrastructure issues.
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Their existing kiosks were so compact and unassuming that many guests didn’t realise they were check-in stations. These were replaced with larger standalone units, which aided that familiarity.
The new hardware and software we installed was much more familiar and intuitive for guests, aligning with their customer experience in other settings where kiosks are present.
Features of the kiosks included remote management, allowing managers to make adjustments to all the units in just a few steps. Enhanced security features in the kiosk’s software ensured payment details and customer information were secure. The Evoke team were also able to make fixes and changes to the kiosks remotely, reducing the cost of call outs.
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Post installation, Evoke’s dedicated implementation managers worked on-site, training staff to ensure the kiosks integrated into daily operations from day one.
Performance was monitored daily by Evoke’s team so that any initial issues were identified and resolved quickly, reducing any problems in the early stages.
Evoke’s commitment to this after-installation is a major reason we’re trusted for large-scale kiosk rollouts such as these.
Continuous Improvement to Meet Customer Needs
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As we continue to develop our relationship with this hotel chain and others in the UK, we’ll look to innovate further, from rolling out smaller-format kiosks for more compact sites to developing a software roadmap that evolves based on guest needs and usage data.
We’re also looking at providing solutions for hotels that have integrated first floors by creating tabletop kiosks to maximise the space and still ensure guests enjoy a positive experience.
At Evoke, we treat kiosk implementation as a customer experience project, not just a technical implementation. Through our kiosk design and implementation, you can create a seamless check-in process for your guests.
