Express Checkout for Hotels

Express Checkout through, for instance through online hotel check-in, offers guests a swift and hassle-free way to conclude their stay. This service is not just a convenience for guests under time pressure but also a strategic advantage for hoteliers seeking to streamline operations and improve customer satisfaction. Here's a deep dive into the benefits of implementing Express Checkout and a step-by-step guide to doing it right.

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How Does Express Checkout Work?

Express checkout is designed for efficiency. Guests can use various platforms—be it a kiosk in the hotel lobby, a Virtual Concierge, or the hotel's website—to initiate the checkout process. By simply indicating their departure and agreeing to have any additional charges applied to their registered payment method, the checkout process becomes nearly instantaneous. Guests can then drop off their keys at a designated area, or, in cases where hotels offer a keyless experience, they can just leave. For those using a kiosk, dropping the key into a slot completes the process.

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Advantages of Express Checkout for Guests

• ‍Speed and Convenience: Express checkout eliminates waiting times, making it ideal for guests on tight schedules.
• ‍Comfort: Guests can check out from anywhere, such as over breakfast or in their room, avoiding queues at the reception desk.
• ‍A Positive Last Impression: A smooth departure ensures guests leave with a favorable view of the hotel's service.

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Advantages of Express Checkout for Hoteliers

• ‍Operational Efficiency: Reduces the reception desk's workload, allowing staff to focus on guests needing in-person assistance.
• Time-Saving: Staff can manage paperwork and other checkout-related tasks during less busy periods, and AI-powered solutions can automate many of these processes.
• Marketing Opportunities: Contact information provided during express checkout can be used for future marketing, assuming guests have granted permission.

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10 Steps to Implementing Express Checkout

1. Introduce Express Checkout at Check-In: Inform your guests about the option of Express Checkout and include an Authorization Form in the welcome package.
2. Collect Authorization Forms: Have guests interested in Express Checkout fill out and sign an Authorization Form, detailing the essential information and consent for charges to be made to their card without a signature at checkout.
3. Pre-Authorization: Secure a pre-authorization approval for the expected bill amount. If declined, request an alternative payment method.
4. Document Authorization: After receiving approval, document the authorization with a sales ticket marked "Express Checkout" (or "Priority Check-Out" for Visa), indicating that charges will be applied post-checkout.
5. Explain Billing Process: Ensure guests understand that their final bill will be charged to their account upon departure without needing their physical signature.
6. Finalize the Bill: Upon the guest's departure, calculate the final bill and complete a sales ticket with "signature on file — express checkout" noted.
7. Adjust for Additional Charges: If the final bill exceeds the pre-authorized amount by more than 15%, obtain approval for the extra amount.
8. Process the Transaction: Deposit the sales ticket as usual.
9. Send Bill Confirmation: Mail or email a copy of the bill, sales ticket, and the Express Checkout Authorization Form to the guest within three business days post-checkout.
10. Maintain Records: Keep copies of all documentation for at least 18 months for any potential disputes.

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Streamlined Express Checkout Implementation with a Virtual Concierge

1. Integrate Viqal with Systems: Connect Viqal's virtual concierge to your hotel's Property Management System (PMS) and payment platforms for seamless billing and data management.
2. Inform and Onboard Guests: At check-in, introduce guests to Viqal’s express checkout feature. Encourage them to use Viqal’s platform for an effortless departure process.
3. Digital Authorization and Billing Preview: Enable guests to authorize payment and review preliminary bills through Viqal, eliminating the need for physical forms and pre-departure front desk interactions.
4. Automate Checkout and Payment: Configure Viqal to send checkout reminders, allowing guests to confirm their bill and process payments directly within the platform.
5. Finalize Checkout: Guests receive a confirmation of payment, instructions for key return (if necessary), and an invitation to provide feedback—all through Viqal’s platform.
6. Post-Checkout Engagement: Automatically send a thank-you note and the final bill via Viqal, keeping the lines of communication open for future stays.

By following these steps, hoteliers can ensure a smooth implementation of Express Checkout, enhancing the guest experience while optimizing staff efficiency. This consumer-friendly program not only elevates the guest's perception of the hotel's service quality but also streamlines backend operations, making it a win-win for both guests and hoteliers.

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Concluding

In conclusion, Express Checkout stands as a transformative solution in the hospitality industry, redefining the departure experience for guests and operational efficiency for hoteliers. By adopting Express Checkout, hotels not only cater to the modern traveler's desire for speed and convenience but also position themselves as forward-thinking establishments committed to exceptional service delivery. The integration of digital solutions like Viqal's virtual concierge further enhances this service, offering a seamless, intuitive, and highly personalized checkout process. As we look towards the future of hospitality, it's clear that services like Express Checkout will play a pivotal role in shaping guest experiences, fostering loyalty, and driving operational excellence. Hoteliers who embrace these innovations are not just staying ahead of the curve—they are setting new standards in guest satisfaction and operational efficiency, ensuring their place at the forefront of the hospitality industry.

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