Inside the workflow design that cuts average hotel check-in time from 4 minutes to under a minute, without skipping ID capture or signature.
The average legacy PMS check-in is 4 minutes 12 seconds. We measured. Pre-COVID, that was an inconvenience. Post-COVID, with guests expecting hotel ops to feel like an Uber pickup, it's a churn risk.
When we set the target at 60 seconds, our front-desk team said it was impossible without skipping ID capture or signature. They were right — until we changed where those steps happened.
An online pre-arrival flow handles 80% of the data entry: ID upload, address, signature, special requests. By the time a guest walks in, the booking is keyed-ready. The receptionist verifies identity, hands over the key, done.
The remaining 38 seconds split into three actions: pull the booking by name (or scan a passport via webcam), confirm identity match, issue the key card. Everything else — folio creation, tax calculation, allotment of housekeeping tasks — happens server-side in the background.
We stopped optimizing the check-in screen and started optimizing the path of the guest through the lobby.
When the pre-arrival flow runs end to end, average desk-side check-in collapses to well under a minute. Properties that also adopt digital key delivery drop further still, because the guest doesn't stop at the desk at all.
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