24-hour electronic check in systems are getting thumbs up from guests worldwide.

In this exciting era of tourism and travel, technology is, literally, opening doors to more opportunities for hotel, motel, caravan park and backpacker hostel guests worldwide. From visually appealing online browsing to instant room bookings, discovering new places has never been simpler. Adding to this efficiency is the recent advancement of 24 hour automated electronic check in kiosks which are popping up at hotels, motels, backpacker hostels and caravan parks across the globe.

Not only do 24 hour check in kiosks offer round the clock service to travellers as they arrive at their chosen accommodation, some kiosks are also set up to integrate seamlessly with hospitality software systems and digital platforms. Check Inn Systems is one of the leading Australian manufacturers of fully integrated check in kiosk systems. In fact, they have already established a direct interface with Satin, Newbooks, RMS and C com and are currently working with Guestpoint and Protel as well to provide the best automated kiosks systems on the market.

How does this benefit guests?

An enormous percentage of hotel and accommodation bookings are made through the major online booking platforms such as; Booking.com, Expedia, Hotels Combined and Hotels.com, and with Check Inn System’s technology, these bookings are sent straight through to the automated check in kiosk so that when guests arrive, their booking can be found and confirmed in seconds. This kind of dialogue between booking platforms and check in kiosks creates the ultimate check in experience for guests, allowing them to spend more time enjoying their stay than being hassled with administration.

From caravan parks in New South Wales, to motels in Perth, hotels across Europe and backpacker hostels in Asia and beyond, guests who experience a smooth check in, such as the service offered by automated and integrated check in kiosks, are happier to recommend, like and share their positive experience. Of course, every business owner knows how valuable good online reviews are to sales growth. Thumbs up for your check in kiosk technology is guaranteed with a state-of-the-art kiosk from Check Inn Systems.

Grow your guestlist with smart kiosk technology

For many hotel, motel, backpacker and caravan park owners, the budget for improvements usually gets spent on décor and interior styling upgrades or food and beverage offerings. It is smart to consider ways to expand reach and accessibility for guests, which is why a well-designed and fully integrated automated check in system is worth investing in. Open your doors 24 hours, seven days a week to travellers from every corner of the globe.
Speak to one of Check Inn System’s automated kiosk consultants today.

by Check Inn Systems

Automated Lockers for Luggage Security are a Smart Move for Venue Operators

When it comes to automated control system technology, it is always exhilarating to find a product that perfectly combines electronic automation, practicality and spot-on design for your business operation. Electronic self-service lockers are one of these new-age, convenient solutions.

For venues where lockers are necessary for luggage security such as; outdoor entertainment venues, stadiums, swimming pools, public gyms, co-working spaces, universities, colleges, airports and more, user-friendly and well-designed electronic locker systems from Check Inn Systems can be seamlessly incorporated.

Manual key lockers are being replaced by automated self-service locker systems by venue owners who prioritise customer satisfaction, better security and hassle-free 24/7 operations. Here’s why;

No keys, no complications.

An all in one control unit allows customers to select and pay for their preferred locker instantly. With coding technology, it is so simple to secure belongings as needed in Check Inn Systems electronic lockers. Venue staff do not need to deal with any aspect of locker management which, for business owners, save time and stress.

Quick transactions at any time of day.

In less than 60 seconds a guest can select, pay for and secure their belongings without any fuss. Check Inn Systems’ touchscreen electronic locker technology is straightforward to accommodate any locker user. The self-service locker kiosks can operate 24/7 to eliminate the need for extra, after hours management staff.
Remote management for the ultimate convenience.

For business owners, one of the best features of electronic locker units, is that they can be managed remotely on any PC, iPad or iPhone device. Electronic self-service lockers can’t be tampered with as keylocks can, and very little service and maintenance is required.

Built to last using quality parts.

Check Inn Systems offers customised electronic lockers in Lockers can be manufactured from a range of materials including timber, Powder Coated Steel, Stainless Steel and Bright Colourful UV resistant plastic with manufacturer warranties. All locks and hinges are top quality to ensure a tamper resistant product. It is always best to buy automated control systems from reputable manufacturers for a long lasting solution.

Attractive design is part of the package.

Check Inn Systems are committed to creating aesthetically pleasing electronic self-service locker solutions. Designed and custom built in Melbourne, Australia, it is possible to add flair and colour to your venue with a tailored locker station. Those venue operators who have already made the smart decision to switch to automated lockers have found interesting ways to enhance their brand through the design component of their locker stations from Check Inn Systems.

Switching to self-service locker stations is the best investment for your venue, and can be done swiftly by the leading automated locker manufacturers in Australia. Contact Check Inn Systems today for more information.

by Check Inn Systems

Tips for Choosing the Best Supplier of Touch Screen Kiosks

It’s 2018 and the key to business success relies on efficiency, customer satisfaction and smart technology. Touch screen kiosks are the answer to streamlined transaction processing worldwide, so when considering this advanced technology for your business, it is integral to find an expert supplier for your new equipment.

1. Find a kiosk supplier who designs, manufactures, integrates and installs kiosks

Inherently, kiosks are built to automate business processes. Simply buying a kiosk off the shelf is not the way to go about maximising your ROI. The best kiosk supplier will work with your business management team from the ground up; getting to know your objectives, your target audience, your environment and your budget. A one-stop-shop is recommended when looking for a touchscreen kiosk supplier. The holistic approach to creating a completely customised automated control system will be beneficial in the short term and as your business evolves. Check Inn Systems offer a complete kiosk package to suit your business application and software integration needs.

2. Choose an automated control system supplier with a proven track record

You need to feel completely confident that the kiosk supplier you select will produce the highest performing product for you. Past project galleries will give you a good indication as to the level of expertise a supplier has. A consultation by phone can also provide insight into the ethos and professionalism of the kiosk provider you choose. Check Inn Systems has spent over 18 years helping businesses worldwide integrate state-of-the-art technology into their operations.

3. Seek a supplier of touchscreen kiosks with a range of options to suit your budget

There are some automated control system companies out there who only offer one variety of kiosk. Others may push you towards the most expensive product in their range regardless of whether the functionality suits your business transaction applications. The right supplier should take into consideration your affordability and work within this budget to create the best possible kiosk solution. Check Inn Systems supplies; flush mount wall kiosks, mini kiosks, budget kiosks and extended kiosks with flexible payment terms. No guesthouse is too small, no hotel is too large to benefit from our customised touchscreen systems.

Reliable and efficient communication from the get-go will demonstrate that Check Inn Systems is committed to customer satisfaction. We pride ourselves on being attentive during every stage of our involvement in your kiosk project. If your hotel, motel, guesthouse, backpacker, entertainment venue or other commercial business requires an end to end kiosk service, call us today.

by Check Inn Systems

5 Reasons why Businesses Benefit from Secure Keyless Access Systems

With security at the top of the priority list for business owners, a secure keyless access system is the perfect solution for managers who wish to grant temporary access to rooms and common areas on an individual basis. Why are so many business owners buying and benefitting from keyless access systems in Melbourne and Australia-wide?

1. The inconvenience of lost keys is eliminated entirely

Standard door locks can be an annoyance due to the frequent misplacement of keys or cards which causes inconvenience for guests, employees and business owners. Keyless access systems remove this problem with a seamless and attractive piece of automated technology. Keypads guarantee less hassle, less stress and a lot less time wasting.

2. Keyless access systems are simple to install and manage

Buying and installing keyless access systems at your workplace or accommodation venue is so easy. The keypad access systems available from Check Inn Systems in Australia, can be fitted by any handyman, locksmith or electrician. Once installed, these systems run efficiently by an appointed onsite manager or controlled remotely at any time of day.

3. Access to busy premises can be safely controlled

For high-traffic premises such as; guesthouses, motels, serviced apartments, factories, warehouses, shared office buildings and storage facilities, keyless access systems are the best secure entry solution. Not only can codes be reprogrammed as often as necessary, one off codes for tradespeople can be allocated as can codes for regular users to ensure a smooth operation.

4. Keyless access systems are cost-effective

The cost of buying a keyless access system can range from $500 up to $1800 depending on the model and technology you require. The initial investment will be easily justified when you realise the convenience and security value of the keyless systems’ immediate application. Without needing supplementary keys or cards these systems are a neat, all-in-one package. Check Inn Systems provide 12-month warranties with all keyless access systems to safeguard your purchase.

5. Highly secure and attractive technology

The functionality of Check Inn Systems keyless access systems is far superior to any other product currently available in the market & provides high level security for your premises. Codes of up to ten digits can be used as well as separate administrator settings and manager settings for operation purposes. The keypads themselves are slimline and look attractive on building exteriors, they can be flush or surface mounted and their presence also deters unauthorised persons from attempting to enter.

Of course, when you are looking to buy a keyless access system for your business you should deal with an experienced and reputable company. Check Inn Systems, based in Melbourne Australia will be happy to discuss your business’s secure access needs. Get in touch today.

by Check Inn Systems

How to Attract Guests to Your Hotel, Motel, Caravan Park or Backpacker Hostel 24/7.

The hotel, motel, caravan park and backpacker industry provide a round-the-clock service for guests, and finally there is a state-of-the-art technology which is on par with meeting guests’ needs. Automated check in and check out systems, available from Check Inn Systems, are affording business owners and guests with the ultimate convenience. Not only do 24/7 check in kiosks eliminate the need for timely face-to-face check in processes, they give freedom to the millions of travellers who arrive at hotels, motels, caravan parks  and backpacker accommodation after hours; a vast percentage in many cases.

Regardless of where your hotel, motel, caravan park or backpacker hostel is advertised, a 24/7 secure automated check in system feature will help you attract more guests more often. Young travellers are indeed spontaneous, but they appreciate the security of pre booking the right accommodation and the peace of mind knowing that their room will be waiting for them no matter when they arrive. High tech and easy to use, check in kiosks will instantly impress guests on arrival and create a positive check in experience at any time of day. Online reviews and recommendations are now a valuable source of information for hotel, motel, caravan park and backpacker customers, so satisfying your guests with efficient 24/7 check in opportunities will lead to better public feedback. With the check in process mentioned frequently on accommodation review websites, it is worthwhile offering your guests the very best automated check in technology.

Installing automated check in kiosks at hospitality venues opens the door to greater financial opportunities for business owners, primarily reduced labour costs and higher occupancy rates. The range of check in kiosks available from Check Inn Systems includes; mini kiosks, extended standalone kiosks, budget kiosks and premium flush mount kiosks, which all integrate with different software and management systems to provide a seamless service for guests and accommodation owners.

Our Kiosk’s can interface seamlessly with a range of Hospitality industry software systems and packages. We have direct interface with RMS as well as Satin and Newbooks and C com  and are currently working with Guestpoint and Protel

The advantage of complete integration is that when bookings are made on Booking.com, and Expedia, Hotels combined, Hotels.com or any other booking engine, those booking automatically come through to the check in kiosk.

An automated check in system will set you apart from your competitors and make your hotel, motel, caravan park  or backpacker venue stand out to potential customers. Incorporating automated check in kiosks into your hotel, motel, caravan park or backpacker venue is simple; the professional team at Check Inn Systems will design, manufacture and install the right kiosk for your budget and requirements.

If you are looking for a way to up your game in an industry that is flourishing internationally, introducing smart technology is an excellent decision.

To find out more about our exciting range of kiosks, get in touch with our experts today.

by Check Inn Systems

Technology to the Rescue. The $70 per week alternative

The biggest challenge facing motel owners today is the rising cost of hospitality staff. With government legislation forcing up wages costs that are already high, with minimum hourly rates as well as weekend and holiday loadings, making a profit often means that managers simply can't afford to hire relievers.

The average motel manager of modest size motels is a prisoner tied to the reception desk at a sacrifice to personal freedom, family life and eventually health. Stress, boredom and confinement mean that there is a very high turnover of managers with most entrants to this profession needing a significant break after burning out in two to three years. This statistic is easily checked with motel brokers and organisations like the HMAA.

Modern technology provides some relief with the new availability of a low price and affordable Kiosk solution to take over sales and manage late arrivals during those late hours of 10pm to 2 am when most managers put out the "NO VACANCY" sign rather than get up and totally ruin their workday due to overtiredness. The Kiosk solution also provides a break so mangers can go out as a family during quiet times like Sunday afternoons without losing any business.

So – does it really work? Read these typical reactions from ordinary motel managers.

"Best Western Centretown Goulburn have used the Check Inn Systems Kiosk for 5 years during this period we have taken a countless number of after hours booking.
The Kiosk is also wonderful for prebooked rooms allowing Guests to arrive without disturbing the management.
Guests find the touch screen and voice prompts easy to follow and operate.
In short we find the Check Inn Systems Kiosk a valuable tool in the daily operation of our busy Motel.

Wayne Rabjohns, Proprietor"

"We installed a self check-inn kiosk into our motel about 12 months ago and we could not be happier. The machine has allowed our growing family to move of site into a house. This has been great for us and the business. The motel now has 15 rooms instead of 14 and the machine picks up extra bookings at night. In fact the machine paid for itself in 4 months, now it's all profit.

Darren Keenan
Noosa Sun Motel"

"We have been moteliers for 8 years and for the last three we have been able to have a life thanks to our Check Inn Kiosk. No more getting up in the early hours of the morning to check customers in, or leaving keys under the mat. We can go out for dinner.

Normally getting a full night's sleep is almost impossible, but since the installation of the Check Inn Kiosk our lives have changed and we wake refreshed, no longer the grumpier motelier.

Our insurance company loves the concept, with no keys left under mats; there is less chance of rooms being burglarised.

The Check Inn Kiosk can also save lives. Recently we had a client stay that had driven all night and had been unsuccessful along the way in waking some-one to get a room. He arrived here at 3.00 am and thanks to the Check Inn Kiosk he was able to get a room. The client thought that the Check Inn Kiosk had probably saved his life.

We find that it was money well spent and we don't have to pay after hour's penalty rates!

Cheryl and John Whalan
Pinnaroo Motel"

"It is a great technology ,replaces one full time staff member.

White Waratah Retreat"

Can you imagine banks running without computers?

The only way we as Australians can stay competitive and profitable in business live a high quality lifestyle is by using the latest technology to stay ahead.

Stephen Tusak
M.Sc., Dip. Comm. Eng.
Technical Director, Check Inn Systems

by Check Inn Systems

AUTOMATION - The new standard in customer service.

Introduction

Kiosk technology is universally accepted as the new standard in customer service in many areas of day to day business in virtually all developed countries. Drink machines where one inserted coins to get a can were the forerunner of this technology relying on simple coin acceptors and an electromechanical easy release mechanism to drop the can into the retrieval tray. The new phase of technology really started with the rapid acceptance of ATM's introduced by the banks. The general public quickly understood the ease and convenience of not having to queue or wait for service for simple day to day banking transactions and even more rapidly came to appreciate the 24 x 7 service these kiosks offered. The banks also appreciated the offloadling of significant labour costs in providing over the counter services for balance enquiries, cash withdrawals and transfers. The uptake of this technology has grown at an amazing rate and is commonplace in our lives on a daily basis. We see information kiosks, automatic self serve petrol stations, airline self check in and internet kiosks as being always there.

With our motel kiosks starting at under $10,000, how did we live without them?

Motel and Hotel Kiosks

Check Inn Systems is a pioneer in the design and introduction of kiosks for motels and hotels and have found the "Sorry, No Vacancies" sign usually means: "I'm tired, I've been up since 6am, it's now after 10pm, I've gone to bed and I really don't have the energy to get up at 1:32 am and argue with you about room prices while trying to sell you a room. Please go away."

All motel and hotel owners agree that hospitality is a service industry. We are all here to service the needs of our guests and provide them with maximum simplicity and convenience during the check in and check out procedure as well as maximum comfort during their stay. Coupled with this is the need to protect the motel and hotel operator with maximum safety and convenience. The acceptance of Check In and Check Out kiosks is growing rapidly as managers realise that kiosks do not replace humans, they provide an extra level of service and convenience that is appreciated by the client whilst providing bonuses for staff. Some of the advantages include

• personal safety for staff – especially women - working late at night
• rapid customer service at peak times for check in and check out
• maximise revenue by ensuring full 24 x 7 operation
• immediate secure payment of the full asking price of a room (no-one argues with a kiosk to obtain a discount)
• minimise the need to sit at a desk during quiet periods

Weekend and holiday rates are now such that staffing costs have become a major issue. Long hours are a given in this industry, and despite assurances of "I don't mind the hours, I'm here anyway," long hours build tiredness over an extensive period and are a major cause of the rapid turnover of motel properties. I believe mechanisation can remove much of the long boring `chained to the desk' feeling and can free up leisure time for motel owners and managers – not just during the night, but also in quiet periods, such as the long summer Sunday afternoons when a day with the family would be preferred.

Functionality

Over the years, functionality and flexibility of kiosks have improved tremendously over the early models. The first kiosks worked only by dropping physical room keys or printing a code for a combination lock that had to be manually entered. Current kiosks cater for standard room keys, combination locks, proximity locks and interface to Ving, Saflock and Onity door locking systems to automatically write room cards. They also interface to property management systems such as RMS to provided a fully integrated environment for the motel or hotel owner with all transactions being visible in the one management system.

Other currently available options include the ability to accept EFTPOS, credit cards, cash and vouchers as well as allowing prepaid options. It is now technically possible for a client to view a clients web site, book a room, arrive, order breakfast, collect a room key or room card, pay and check out without manager or operator intervention but allowing full visibility of the process at all stages.

It is also possible for a single receptionist employed by a motel or hotel chain to monitor and assist clients at multiple physical locations through the use of this technology.

Security

Our first solution of credit card-only acceptance remains a viable option today for those customers who want the lowest cost solution. Whilst valid and viable – it has the limitations of all Internet gateway solutions today and that is that all these transactions are classed as "MOTO" Mail Order Telephone Order, and are classified as low security non "card present" transactions. With these transactions, it remains the responsibility of the merchant to prove the validity of these transactions which can be challenged - and often are - by less than honest customers or customers with a `bad memory.' Any merchant who accepts over the phone credit payments will, depending on industry, have experienced issues with these - sometimes months after the services are provided.

Our direct dial and secure internet fully integrated EFTPOS module provides a collection facility that is much more secure.

Ruggedness

Kiosks, by their very nature, are often in less than secure unattended environments. Physical toughness is a primary requirement. Units need to be weatherproof and vandal resistant to a high degree. The author believes there is no such thing as vandal proof due to easy access to such modern tools as chainsaws, angle grinders and the like. The best we can do is to make it as hard as possible for the average vandal to penetrate the unit while making repairs as easy as possible.

All our kiosks have the look and feel of toughness through the use of industry leading construction techniques. Models include pedestal mounting, wall mounting and flush (through wall) mounting models.

Our flush-mounting, steel-fronted models are the most rugged, utilising 3mm mild steel or stainless steel on all exposed surfaces and are designed for prolonged unattended outdoor operation.

Security Features

Cash is particularly vulnerable to vandalism. For this reason it is highly recommended that as a deterrent to vandals, the cash acceptor is presented as highly secure and preferably separate from the main kiosk. We offer this option for our unattended Kiosks and have designed the cash acceptor to physically resemble a safe totally separate from the main Kiosk body. Fully integrated options are of course available for more secure locations.

Access to room keys or cards is carefully guarded against through the use of careful internal kiosk design, so devices such as hooks cannot be used to retrieve keys. Another major deterrent is the visibility of and warning signs for video cameras. Our kiosks have the option of either a stand alone or linked video camera that is attached to the current motel or hotel security tape logging machines or can use IP link technology to allow remote viewing in cases where the Kiosk owner may be operating a 24-hour attended premises elsewhere. Remote contract monitoring is also an option with 2 way voice communications.

Low Cost KeySafe Option

For some of the smaller properties including B&B's and eight to 15 room motels, there is a real need for a method of issuing keys to clients without incurring the cost of the fully automated machines. Managers of apartment style units, real estate agents, especially with holiday letting properties, have the same needs. A common solution has been the `security doormat or flowerpot' or even leaving the room open. Some agents or property owners even went to the trouble of a safe with combination lock that held all the available property keys!

Working with my design team, we came up with a unique modestly priced KeySafe concept that holds four to 24 keys, customisable for up to 256 keys. It is based on the principal that the property manager or cleaning staff would load the available room keys during the day and would key in the clients mobile phone number as the combination to each room. The client, on arriving at the property, has only to press in their mobile number followed by the # key, and the key to their room drops out.
This is a very simple viable solution that provides a high level of security for the guest and the property manager. We recommend a direct dial telephone be located near the unit to bring the customer service level up to almost the quality of fully attended premises.

Conclusion

As banks, airlines and other service industries are discovering, customer acceptance of automatic purchase and payment technologies has been remarkably rapid and we only have to review the banks reported profit performance to see the enormous benefits for adopters of this new technology.

Stephen Tusak
Manager, Check Inn Systems

by Check Inn Systems

Keyless Access

Check Inn Systems have released a new model of their Keyless Access locking system that is designed primarily for the hotel and motel markets. Key management has typically been a major issue for all properties and over the last few years virtually all major properties including hotel groups and larger accommodation places have reverted to electronic card locks as a means of ensuring security and avoiding the issues of lost keys which need to be re-keyed by a locksmith at significant expense if security is to be maintained.

These issues are recognised by even the smaller motels and accommodation groups who are gradually upgrading their properties. The Check Inn System's keyless access locking system provides an alternative solution for both the smaller and larger properties. It provides a solution to some of the irritating problems of both the standard key locks and card locking systems. Card locking systems are fairly reliable and are installed as a stand alone lock and are generally battery based. There are two points of failure on these, these being the cards themselves which can be unreliable and the internal batteries in the units which need to be changed on a regular basis, both of which leave the guest in the disastrous position of not being able to access their room – especially if this occurs late at night with no one on reception. These new Keyless Access locks are programmed by remote control at the front desk or at the room door with the guest's own chosen key word or code which can be as simple as a birth date or a full mobile phone number. These locks having minimal mechanical components are inherently more reliable and potentially more secure than the two alternatives mentioned above. Each guest code is deleted as soon as it is no longer needed and each lock can be programmed with a large number of codes making it possible for each manager, cleaner, maintenance worker, and service personnel to have their own codes that can be deleted upon termination of the employee. The locking system also provides full entry logging on the central computer by identifying who went into each room at what time.

Check Inn Systems have also added new automatic self-check in kiosk models to their range, details of which can be viewed on their web site.

by Check Inn Systems

Check Inn Systems - The Industry leaders in Automatic Motel and Hotel Kiosks

Background

Check Inn Systems, the industry leaders in Automatic Motel and Hotel Kiosks for self registration have developed a series of Kiosk solutions for Self Registering and Self Checkout suitable for both Motels and Hotels. These Kiosks provide a highly friendly user interface with features such as

• Voice feedback
• Room Photos
• Room availability display
• Ability to accept debit cards, credit cards and cash (or prepayment) as payment methods
• A simple Video Tutorial help option automatically plays for first time users who may otherwise be uncomfortable with the technology
• Built in Video Capture or links to existing security camera system

Our system is able to drop physical room keys, issues a room code for coded (punch in) room locks or can issue or write a Room Key card. The Check Inn Kiosk can work in stand-alone mode or will work with most Property Management Systems (PMS) on a manual basis. We can now provide fully integrated functionality with PMS's as below.

News Release

Check Inn Systems, working with partners RMS and Onity, have released a new version of software that provides full integration of the Automatic Check Inn function with the RMS Property Management System (PMS) and Onity Door Locks.

This solution allows full flexibility for a customer to check in at the kiosk and receive a valid Onity Key Card to his room with a tax invoice and receipt. The kiosk remains fully synchronised with the property management system keeping an up to date list of available rooms and room charges linked in real time to any changes management may make avoiding the need to enter or update data twice. Any rooms sold or payments accepted by the Kiosk are also passed on immediately to the PMS so rooms are not double sold. The new automatic Check Out feature also allows busy travellers to check their current bill status or finalise their accounts on the Kiosk by making payment via Credit Card, Debit Card or Cash and receive a full tax invoice without having to wait at reception.

Check Inn Systems is currently working to provide similar solutions using Vingcard and Saflock door locking mechanisms.

Stephen Tusak
Manager, Check Inn Systems

by Check Inn Systems

Sorry, No Vacancies

The sign usually means: "I'm tired, I've been up since 6am, it's now after 10pm, I've gone to bed and I really don't have the energy to get up at 1:32 am and argue with you about room prices while trying to sell you a room. Please go away."

In the summer of 2000, my son Paul was working along the east coast of Australia. After finishing sales calls around 8pm he travelled to the next town to look for a room but found empty motel car parks and plenty of "No Vacancy" signs. He said, "Dad, you're an engineer, can't you build theses guys a machine so they can rent rooms after hours?" I said, "Sure Paul, it will take a few hours work".

Long hours are a given in this industry, and despite assurances of "I don't mind the hours, I'm here anyway," long hours build tiredness over an extensive period and are a major cause of the rapid turnover of motel properties. I believe mechanisation can remove much of the long boring `chained to the desk' feeling and can free up leisure time for motel owners and managers – not just during the night, but also in quiet periods, such as the long summer Sunday afternoons when a day with the family would be preferred.

Available Products

After researching the market and finding no commercially available systems, I kept good on my promise to develop one.

IBM was granted a patent for a minicomputer-based hotel room self-service system back in 1985, but that patent has since lapsed and the project appears not to have taken off. A Canadian company filed a similar patent in Europe in 1991 for a credit card-based key dispensing machine but that also appears to have not been commercialised to any extent.

Thousands of hours and a stack of dollars later, I developed a simple kiosk product as a proof of concept. After introduction by a business associate, I offered it to Tony Sheer of Australian Pacific Inns (their motels include Lamplighter). Tony is a forward thinking recognised industry leader who has been on the board of Golden Chain, HMAA etc.

Tony, seeing the benefits, was quick to place an order and provided much useful industry feedback and advice on user interface and customer acceptability during our initial trials and long term testing phase. His input was critical in assisting us in the first stage commercialisation of the product.

Significant further development was undertaken and was greatly assisted by the awarding of a Federal Government development grant under the COMET scheme. More than the money, this demonstration of faith by experienced business analysts gave me the courage to continue the project.

In the past few months, a number of major US based hotel chains have realised the benefits of the technology and are working to roll out test sites to further refine and prove the technology.

In the hotel environments, the Check Out option is probably more important than the Check In option. This is due to the pressure on hotel staff between 8 and 9:30 am to rapidly check out long queues of business clients, all of whom want a tax invoice to take with them and many, if not all, will review their bill prior to paying. It is very expensive for hotels to put on extra staff for short busy periods as the minimum practical shift is three to four hours. Weekend and holiday rates are now such that staffing costs have become a major issue.

Features

Our first priority was designing the Check Inn machine to allow motel guests to buy their room key from a machine. Features were rapidly added to allow the client to retrieve keys for a pre-booked room if they knew they were arriving late. The other important feature was the ability to order breakfast for late arrivals or current residents. Our new kiosk's technology has advanced even more significantly and we now offer facilities such as:

• Automatic Check In and Check Out
• Full integration with Front Office Systems such as RMS
• Interactive Video and Voice assistance for clients during the check in and payment processes
• Ability to preview, check and part or fully pay a bill at the kiosk
• Ability to finalise bill and check out with full tax invoice without waiting in line at the counter.

This, together with remote management options, allows fully automatic 24 hour machine staffing for standard reception functions.

Technology

The technology has come a long way since our early trials.

We had to develop much of the kiosk technology from the ground up. The first module to be developed was the high reliability key drop mechanism. This is designed to hold the maximum practical number of keys in a compact layout whilst ensuring ultra high reliability, ease of inserting and removing keys, anti jamming protection, tamper proof design. The final result is a modular mechanism able to safely hold and release a small bunch of keys with key tag attached with the ability to hold up to 256 keys in modules of eight. In the rare eventuality of failure of an individual key drop mechanism, the software can remove it from service until a technician replaces it.

The payment gateway proved to be a considerable challenge. Listening to our potential customers, we had to provide a full range of payment options for motel clients, including credit card acceptance, debit card acceptance and cash acceptance. Our first solution of credit card-only acceptance remains a viable option today for those customers who want the lowest cost solution. Whilst valid and viable – it has the limitations of all Internet gateway solutions today and that is that all these transactions are classed as "MOTO" Mail Order Telephone Order, and are classified as low security non "card present" transactions. With these transactions, it remains the responsibility of the merchant to prove the validity of these transactions which can be challenged - and often are - by less than honest customers or customers with a `bad memory.' Any merchant who accepts over the phone credit payments will, depending on industry, have experienced issues with these - sometimes months after the services are provided.Our direct dial fully integrated EFTPOS module provides a collection facility that is much more secure.

Printing a receipt reliably first time, every time is one of the major challenges of Kiosk technology. A printer is probably the most jam prone and failure prone module, and significant testing needs to be carried out in selection of: the appropriate printer; the mounting; paper replacement access and protection from customer abuse. A major factor in printer jamming in the field is where a customer grabs and pulls a receipt before it is finished printing. We protect against this by using printers that have a `presenter' feature. The receipt is held inside the printer mechanism until it is fully printed, cut and is then ejected rapidly. Other factors affecting reliability, as experienced during field trials, include the paper quality, paper curl and paper adhesion to ejection rollers. Long term experience has helped us overcome these issues.

Room Locks

Motel room locks are based on four technologies:

• Standard hardware keys
• Magnetic swipe locks
• Combination locks
• Proximity tag locks

The most common of these is still the familiar room key with the large tag. These are addressed with or key drop technology as described above.

We have developed interface technology whereby our kiosks can issue swipe cards on demand for magnetic room locks such as Onity, VingCard and other brands. Working with the manufacturers agents, we are able to interface directly with the Room Locking Master Database to authorise and issue room cards for both walk-in customers and prebooked customers.

Certain large hotel groups and boutique properties use combination locks. These may be central software based, such as the system used by Motel Formule 1 in a number of their properties. Other locks in use include the standard Lockwood mechanical combination locks, or the CMS electronic combination locks. Our software is designed to store these combinations and print them on a receipt when selling a room or issuing a receipt for a prebooked room pick up.

Proximity tag locks are generally activated by either a card similar to a swipe card, or a small round button, usually attached to a keychain. Our kiosks treat these in the same way as physical room keys and can release pre-programmed tags or cards to motel or hotel clients.

Ruggedness

Kiosks, by their very nature, are often in less than secure unattended environments. Physical toughness is a primary requirement. Units need to be weatherproof and vandal resistant to a high degree. The author believes there is no such thing as vandal proof due to easy access to such modern tools as chainsaws, angle grinders and the like. The best we can do is to make it as hard as possible for the average vandal to penetrate the unit while making repairs as easy as possible.

We achieve this in our kiosks by providing the look and feel of toughness and by using industry leading construction techniques. By way of example, our standard kiosk is constructed with a 1.6mm mild steel chassis with 4mm glass fibre filled plastic body. The key access door is reinforced and the touch panel is 3mm toughened glass, which is designed to withstand a blow from a hammer. Double or triple locking bars are used with security key access. The full-length hinge is of 2mm stainless steel. The EFTPOS unit is of a cast aluminium design with ¼" glass panel and toughened all metal keys. The Kiosks are securely wall mounted or pedestal mounted utilising internally accessible mounting points.

Our flush-mounting, steel-fronted models are even more rugged, utilising 3mm mild steel or stainless steel on all exposed surfaces and are designed for prolonged unattended outdoor operation.

Security Features

Cash is particularly vulnerable to vandalism. For this reason it is highly recommended that as a deterrent to vandals, the cash acceptor is presented as highly secure and preferably separate from the main kiosk. We offer this option for our unattended Kiosks and have designed the cash acceptor to physically resemble a safe totally separate from the main Kiosk body. Fully integrated options are of course available for more secure locations.

Access to room keys or cards is carefully guarded against through the use of careful internal kiosk design, so devices such as hooks cannot be used to retrieve keys.

Another major deterrent is the visibility of and warning signs for video cameras. Our kiosks have the option of either a stand alone or linked video camera that is attached to the current motel or hotel security tape logging machines or can use IP link technology to allow remote viewing in cases where the Kiosk owner may be operating a 24-hour attended premises elsewhere. Remote contract monitoring is also an option with 2 way voice communications.

Low Cost KeySafe

Option For some of the smaller properties including B&B's and eight to 15 room motels, there is a real need for a method of issuing keys to clients without incurring the cost of the fully automated machines. Managers of apartment style units, real estate agents, especially with holiday letting properties, have the same needs. A common solution has been the `security doormat or flowerpot' or even leaving the room open. Some agents or property owners even went to the trouble of a safe with combination lock that held all the available property keys!

Working with my design team, we came up with a unique modestly priced KeySafe concept that holds four to 24 keys, customisable for up to 256 keys. It is based on the principal that the property manager or cleaning staff would load the available room keys during the day and would key in the clients mobile phone number as the combination to each room. The client, on arriving at the property, has only to key in their mobile number followed by the # key, and the key to their room drops out. I feel this is a very simple viable solution that provides a high level of security for the guest and the property manager. We recommend a direct dial telephone be located near the unit to bring the customer service level up to almost the quality of fully attended premises.

Conclusion

As banks, airlines and other service industries are discovering, customer acceptance of automatic purchase and payment technologies has been remarkably rapid and we only have to review the banks reported profit performance to see the enormous benefits for adopters of this new technology.

Stephen Tusak Manager,
Check Inn Systems

by Check Inn Systems

Advances in technology the impact on profitability

With the world heading to financial crisis, many businesses, including motels, are taking a new look at what it is going to take to survive in 2009 and beyond.

With business costs escalating, the main component of which is the cost of labour, and profits rapidly dwindling due to falling occupancy rates and overheads, motel owners in the United States and elsewhere have started looking more and more towards technology as the means of survival.

In terms of motel operations, the tradition has always been to try and present a cheery faced human to provide a warm welcome 24 hours a day, 7 days a week. But the reality is that this luxury is becoming non-affordable especially for the smaller properties of 4 stars and under. Motel owners and managers, whilst professing to be open "full time 24 x 7", in reality resort to the standard "No Vacancy" sign in order to avoid the cost of a night manager and also as a method whereby they can to try to steal some sleep.

This is in reality just false economy as we head into a world where customers do expect supermarkets to open all night and have traditionally expected motels to be open all hours. Kiosks have been available as a solution to this situation for some time however the perception is that they are too expensive and "high tech" for the average customer. The reality is that kiosk prices are dropping. This is even more true in real terms when you look at the rising cost of wages to the point where kiosks represent a small fraction of the cost of a receptionist. This is especially the case during those wee hours when there is not really that much work to justify a salary. It is just that someone needs to be there for those few guests that turn up late. In most cases where there is at least some late night trade, a kiosk pays for itself. This is through the extra business it brings in and through labour savings by not retaining employees unnecessarily well within 12 months and often faster.

Kiosk technology is also developing rapidly, and some of the functions available include the ability for a property owner to select whether he takes cash, credit card, debit card or any combination of the above as a method of payment. It is also possible to ask for security deposits from cash clients as a means of adding to the comfort level of an unattended kiosk solution.

Security issues have also been addressed with options including the latest IP cameras built in to the kiosk which can be recording all activity. A third party service can also provide security monitoring whenever there is movement in the field of vision i.e. when a client approaches to book a room. It is now possible for a single operator to monitor images and check-ins from up to 20 properties plus simultaneously from a location anywhere in the world.

Other options that are being made available include scanning of signatures and passport or drivers license photos, linking these to images of faces being captured at the time of check-in with an operator confirming remotely that the photo on the document matches the face at the screen. This solution may even be acceptable in those countries where it is mandatory for hotel and motel guests to present formal identification at the time of checking in.

Other technologies that are developing are in the area of door locks. Every one is familiar with the current common technology of master keys and non reproducible room keys as one security method. Electronic locks have become popular as a means of replacing standard room keys to avoid the huge management cost and pain of re-keying locks when guests inadvertently "lose" their room key or simply fail to return it.

Card locks have been around for some time and have a number of known inherent problems such as batteries failing or the magnetic stripe failing to read. Newer technologies are evolving to overcome these issues. Contactless card locks using RFID and smart cards technology are starting to be deployed. These overcome the problems associated with errors reading and writing magnetic strips. The cost of smart cards or "MiFare" cards are quite high and can eat into a managers profits if guests fail to return them. There is still the persistent problem of battery life and lock management. In all of the above, locks must be managed on a room by room basis and need to be physically updated from time to time to maintain time of day etc., especially when daylight saving comes around and when the manager wishes to read room log records for security or monitoring reasons.

Other technologies are being developed and are aiming at solving some of the costly problems mentioned. As an example, Check Inn Systems has developed a cardless locking systems based on number pads programmed with individual codes for each guest and for each staff member. This overcomes the issues of security and the cost of providing new cards on a continuous basis.

The locks can be centrally managed from reception or from anywhere in the world by secure communications so that the manager can set new guest codes and / or delete employee access, all without leaving his desk. The locks may be either wired in, which is optimum for new properties, or they may be controlled via the broadband wireless IP networks currently in place in more and more properties.

These locks are also able to be fully integrated with a kiosk to provide an ideal high technology low cost environment whist providing full convenience and service to the guest. Remember the guests? They are the reason we are all here.

In conclusion, the author strongly believes that technology is the only viable solution for keeping a lid on costs and remaining profitable in the rapidly changing hotel motel industry.

The author, Stephen Tusak, M Sc, Dip Comm Eng, is the technical director of Check Inn Systems, a manufacturer of kiosks and electronic locking systems.

by Check Inn Systems