VALO Hotel & Work is taking a new step towards a fully digital customer experience – the hotel reception will be renewed and updated with self-service kiosks starting February 17. The system has been redesigned to meet VALO’s needs, and from now on, hotel guests will check in via online channels. As part of this renewal, the customer journey and communication have also been updated to align with the new electronic check-in model and service concept.
Modernizing the Customer Journey to Support VALO’s Vision
From the very beginning, VALO’s concept has been based on utilizing digitalization to enhance the customer experience. This renewal is a concrete step towards that vision, creating a seamless digital customer journey from start to finish.
What Does This Change Mean for Guests?
Check-in will primarily take place through the online check-in service, either on the guest’s own device or using the kiosks in VALO’s lobby. Key cards will be printed from the kiosks, allowing for quick and smooth access to hotel rooms without waiting in line. This change applies only to private hotel guests – conference and group guests will continue to receive personal service. VALO’s reception area will still serve Work and Wellness customers.
Reducing Long Lines and Enhancing the Customer Experience
Recently, VALO has received customer feedback regarding congestion in the lobby, particularly during check-in. As one of Finland’s largest hotels in terms of room capacity, queues can become long, especially during peak hours. Online check-in helps alleviate these queues by allowing guests to check in at their own pace, even before arriving at the hotel. This improves the overall customer experience and saves time.
– By modernizing the entire customer journey, we can provide a smoother and more seamless experience for our guests while ensuring we deliver on our service promise, comments Minna Hurme, project lead and VALO’s Head of Design.
Implementation Begins on February 17, with continuous development. The new reception model will be launched on Monday, February 17. During the initial phase, the system’s functionality will be closely monitored, and any practical challenges will be addressed quickly.
VALO is Finland’s largest hotel to implement online check-in on such a broad scale. This marks a significant step towards a modern and streamlined digital customer journey.
– The online check-in service will be continuously developed based on customer feedback and user experience, Hurme elaborates.
Steps for Checking In
Online Check-in: Complete check-in using your own device or a VALO lobby kiosk. At this stage, guests can also make additional purchases, such as reserving a bathrobe and slippers or gaining access to the wellness area. After check-in, you will receive a key card code.
Key Card Pickup: Collect the key card quickly and effortlessly from a kiosk in the lobby by typing in the key card code. Welcome to a smoother and more modern hotel experience at VALO!
;)
