Case: Self-Service Kiosks
Context
Section titled “Context”Peak check-in hours (14:00–18:00) created queues of 15–20 minutes. Front desk staff spent most of their time on routine check-ins instead of service interactions.
Objective
Section titled “Objective”Deploy self-service kiosks that handle standard check-ins, room key encoding, and upsell offers — freeing front desk staff for complex requests and VIP interactions.
Results
Section titled “Results”- Check-in queue time during peak hours reduced by 70%
- Upsell conversion via kiosk: 34% (vs. 12% verbal front desk upsell)
- Average upsell revenue: +$28 per kiosk check-in
Full case available in Russian — Киоски самообслуживания