From Self-Service to Smart Service: Elevating Guest Experience Without Sacrificing Qualtiy
From Self-Service to Smart Service: Elevating Guest Experience Without Sacrificing Qualtiy
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16th Feb 2025
4 min
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16th Feb 2025
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For many hoteliers, the term 'self-service' makes them shudder as it conjures images of impersonal, soulless interactions. Generally, that’s a fair enough feeling. However, I think it’s time to flip that narrative.
Smart-service is self-service but with convenience for the guest, not just the staff. It’s not about replacing staff or cutting corners. It’s about offering guests a seamless, tailored, and elevated experience—on their own terms.
Self-Service: A Helping Hand, Not a Staff Replacement
The biggest misconception about self-service? That it eliminates staff and destroys guest experience. However, more recently with the incorporation of smart-service, it shifts staff roles from mundane, repetitive tasks to personalized one-on-one guest interactions.
From “Can I have your passport to check you in?” to “Can I personally recommend a great restaurant nearby for dinner?”—now that’s what I call an upgrade!
When guests have control over the basics, their interactions with staff become more meaningful. Guests are no longer bombarding staff with FAQs just to complete simple tasks—they engage on their own terms, when they choose to, and when they do, it’s because they’re seeking a higher level of personalized service.
The Airport Model: A Lesson in Convenience
Airports have mastered the art of smart-service. Long gone are the days of standing in endless lines just to check in. Travelers now expect to check in online, drop off their luggage themselves, store their boarding pass on their phone, and breeze through automated passport control. Did the staff disappear? No, but instead of being a routine checkpoint, they’ve become that welcoming smile, ready to assist when travelers need them.
Leading hotels are following the same playbook. When guests arrive, imagine a smooth self-check-in system where they enter their details while your staff takes care of their luggage or offers a quick tour of your hotel’s services.
Instead of replacing personal interactions, this enhances them. Staff are no longer stuck behind desks, handling tedious paperwork. Instead, they’re freed up to provide meaningful, tailored interactions where they truly add value. They can make it personal, get to know your guests, recognize their needs, and offer great local recommendations.
For many hoteliers, the term 'self-service' makes them shudder as it conjures images of impersonal, soulless interactions. Generally, that’s a fair enough feeling. However, I think it’s time to flip that narrative.
Smart-service is self-service but with convenience for the guest, not just the staff. It’s not about replacing staff or cutting corners. It’s about offering guests a seamless, tailored, and elevated experience—on their own terms.
Self-Service: A Helping Hand, Not a Staff Replacement
The biggest misconception about self-service? That it eliminates staff and destroys guest experience. However, more recently with the incorporation of smart-service, it shifts staff roles from mundane, repetitive tasks to personalized one-on-one guest interactions.
From “Can I have your passport to check you in?” to “Can I personally recommend a great restaurant nearby for dinner?”—now that’s what I call an upgrade!
When guests have control over the basics, their interactions with staff become more meaningful. Guests are no longer bombarding staff with FAQs just to complete simple tasks—they engage on their own terms, when they choose to, and when they do, it’s because they’re seeking a higher level of personalized service.
The Airport Model: A Lesson in Convenience
Airports have mastered the art of smart-service. Long gone are the days of standing in endless lines just to check in. Travelers now expect to check in online, drop off their luggage themselves, store their boarding pass on their phone, and breeze through automated passport control. Did the staff disappear? No, but instead of being a routine checkpoint, they’ve become that welcoming smile, ready to assist when travelers need them.
Leading hotels are following the same playbook. When guests arrive, imagine a smooth self-check-in system where they enter their details while your staff takes care of their luggage or offers a quick tour of your hotel’s services.
Instead of replacing personal interactions, this enhances them. Staff are no longer stuck behind desks, handling tedious paperwork. Instead, they’re freed up to provide meaningful, tailored interactions where they truly add value. They can make it personal, get to know your guests, recognize their needs, and offer great local recommendations.
For many hoteliers, the term 'self-service' makes them shudder as it conjures images of impersonal, soulless interactions. Generally, that’s a fair enough feeling. However, I think it’s time to flip that narrative.
Smart-service is self-service but with convenience for the guest, not just the staff. It’s not about replacing staff or cutting corners. It’s about offering guests a seamless, tailored, and elevated experience—on their own terms.
Self-Service: A Helping Hand, Not a Staff Replacement
The biggest misconception about self-service? That it eliminates staff and destroys guest experience. However, more recently with the incorporation of smart-service, it shifts staff roles from mundane, repetitive tasks to personalized one-on-one guest interactions.
From “Can I have your passport to check you in?” to “Can I personally recommend a great restaurant nearby for dinner?”—now that’s what I call an upgrade!
When guests have control over the basics, their interactions with staff become more meaningful. Guests are no longer bombarding staff with FAQs just to complete simple tasks—they engage on their own terms, when they choose to, and when they do, it’s because they’re seeking a higher level of personalized service.
The Airport Model: A Lesson in Convenience
Airports have mastered the art of smart-service. Long gone are the days of standing in endless lines just to check in. Travelers now expect to check in online, drop off their luggage themselves, store their boarding pass on their phone, and breeze through automated passport control. Did the staff disappear? No, but instead of being a routine checkpoint, they’ve become that welcoming smile, ready to assist when travelers need them.
Leading hotels are following the same playbook. When guests arrive, imagine a smooth self-check-in system where they enter their details while your staff takes care of their luggage or offers a quick tour of your hotel’s services.
Instead of replacing personal interactions, this enhances them. Staff are no longer stuck behind desks, handling tedious paperwork. Instead, they’re freed up to provide meaningful, tailored interactions where they truly add value. They can make it personal, get to know your guests, recognize their needs, and offer great local recommendations.
Smart-Service in Action: It's All About Details
Smart service isn’t just about efficiency—it’s about crafting a personalized guest experience. Consider these upgrades:
Smart check-in: Allow guests to check in via their phone before arrival. When they enter the hotel, staff can welcome them personally instead of making them stand in line.
Smart hydration stations: Guests shouldn’t have to rely on overpriced bottled water in the minibar. Leading hotels, like Sheraton Brussels Airport, have introduced hydration stations on every floor, giving guests easy access to fresh, filtered water whenever they need it. With options like still, sparkling, and infused flavors, stations like REFILL+ enhance convenience while reducing plastic waste—offering a smarter, more sustainable way to stay hydrated.
Digital concierge: Instead of relying on a front desk recommendation, guests can browse your curated selection of restaurants, attractions, and services via an interactive screen. They can see photos, reviews, and book tickets or reserve a table.
Seamless room service: A simple tap on a tablet or mobile app lets guests order what they need, without the awkward ‘hello, I’d like to order…’ phone call.
The REFILL+: Elevating Hydration at Sheraton Belgium
Sheraton Brussels Airport is a shining example of passing from self service to a smart service. Last year, they took a simple step with a big impact: replacing plastic bottles with REFILL+ hydration stations. The results speak for themselves:
40,000+ plastic bottles eliminated in the first year
Seamless, self-service hydration for guests
Still, sparkling, and flavored water on demand and available in every floor
Guests love the convenience and left positive reviews: "I loved that every floor had its own water dispensers with flavored options. It’s healthy, convenient, and environmentally friendly!"
Staff appreciate the simplicity: "The process was smooth, the impact is real, and the benefits touch every part of the business." – Karen Verbist, General Manager
The Future of Hospitality
Self-service isn’t a downgrade. It’s a smart move—one that gives guests freedom while optimizing resources. It’s about providing a better experience, not a lesser one. Hotels that embrace smart service aren’t cutting corners; they’re staying ahead of guest expectations.
Learn more what Aquablu can do for your hotel?
Smart-Service in Action: It's All About Details
Smart service isn’t just about efficiency—it’s about crafting a personalized guest experience. Consider these upgrades:
Smart check-in: Allow guests to check in via their phone before arrival. When they enter the hotel, staff can welcome them personally instead of making them stand in line.
Smart hydration stations: Guests shouldn’t have to rely on overpriced bottled water in the minibar. Leading hotels, like Sheraton Brussels Airport, have introduced hydration stations on every floor, giving guests easy access to fresh, filtered water whenever they need it. With options like still, sparkling, and infused flavors, stations like REFILL+ enhance convenience while reducing plastic waste—offering a smarter, more sustainable way to stay hydrated.
Digital concierge: Instead of relying on a front desk recommendation, guests can browse your curated selection of restaurants, attractions, and services via an interactive screen. They can see photos, reviews, and book tickets or reserve a table.
Seamless room service: A simple tap on a tablet or mobile app lets guests order what they need, without the awkward ‘hello, I’d like to order…’ phone call.
The REFILL+: Elevating Hydration at Sheraton Belgium
Sheraton Brussels Airport is a shining example of passing from self service to a smart service. Last year, they took a simple step with a big impact: replacing plastic bottles with REFILL+ hydration stations. The results speak for themselves:
40,000+ plastic bottles eliminated in the first year
Seamless, self-service hydration for guests
Still, sparkling, and flavored water on demand and available in every floor
Guests love the convenience and left positive reviews: "I loved that every floor had its own water dispensers with flavored options. It’s healthy, convenient, and environmentally friendly!"
Staff appreciate the simplicity: "The process was smooth, the impact is real, and the benefits touch every part of the business." – Karen Verbist, General Manager
The Future of Hospitality
Self-service isn’t a downgrade. It’s a smart move—one that gives guests freedom while optimizing resources. It’s about providing a better experience, not a lesser one. Hotels that embrace smart service aren’t cutting corners; they’re staying ahead of guest expectations.
Learn more what Aquablu can do for your hotel?
Smart-Service in Action: It's All About Details
Smart service isn’t just about efficiency—it’s about crafting a personalized guest experience. Consider these upgrades:
Smart check-in: Allow guests to check in via their phone before arrival. When they enter the hotel, staff can welcome them personally instead of making them stand in line.
Smart hydration stations: Guests shouldn’t have to rely on overpriced bottled water in the minibar. Leading hotels, like Sheraton Brussels Airport, have introduced hydration stations on every floor, giving guests easy access to fresh, filtered water whenever they need it. With options like still, sparkling, and infused flavors, stations like REFILL+ enhance convenience while reducing plastic waste—offering a smarter, more sustainable way to stay hydrated.
Digital concierge: Instead of relying on a front desk recommendation, guests can browse your curated selection of restaurants, attractions, and services via an interactive screen. They can see photos, reviews, and book tickets or reserve a table.
Seamless room service: A simple tap on a tablet or mobile app lets guests order what they need, without the awkward ‘hello, I’d like to order…’ phone call.
The REFILL+: Elevating Hydration at Sheraton Belgium
Sheraton Brussels Airport is a shining example of passing from self service to a smart service. Last year, they took a simple step with a big impact: replacing plastic bottles with REFILL+ hydration stations. The results speak for themselves:
40,000+ plastic bottles eliminated in the first year
Seamless, self-service hydration for guests
Still, sparkling, and flavored water on demand and available in every floor
Guests love the convenience and left positive reviews: "I loved that every floor had its own water dispensers with flavored options. It’s healthy, convenient, and environmentally friendly!"
Staff appreciate the simplicity: "The process was smooth, the impact is real, and the benefits touch every part of the business." – Karen Verbist, General Manager
The Future of Hospitality
Self-service isn’t a downgrade. It’s a smart move—one that gives guests freedom while optimizing resources. It’s about providing a better experience, not a lesser one. Hotels that embrace smart service aren’t cutting corners; they’re staying ahead of guest expectations.
Learn more what Aquablu can do for your hotel?
Smart-Service in Action: It's All About Details
Smart service isn’t just about efficiency—it’s about crafting a personalized guest experience. Consider these upgrades:
Smart check-in: Allow guests to check in via their phone before arrival. When they enter the hotel, staff can welcome them personally instead of making them stand in line.
Smart hydration stations: Guests shouldn’t have to rely on overpriced bottled water in the minibar. Leading hotels, like Sheraton Brussels Airport, have introduced hydration stations on every floor, giving guests easy access to fresh, filtered water whenever they need it. With options like still, sparkling, and infused flavors, stations like REFILL+ enhance convenience while reducing plastic waste—offering a smarter, more sustainable way to stay hydrated.
Digital concierge: Instead of relying on a front desk recommendation, guests can browse your curated selection of restaurants, attractions, and services via an interactive screen. They can see photos, reviews, and book tickets or reserve a table.
Seamless room service: A simple tap on a tablet or mobile app lets guests order what they need, without the awkward ‘hello, I’d like to order…’ phone call.
The REFILL+: Elevating Hydration at Sheraton Belgium
Sheraton Brussels Airport is a shining example of passing from self service to a smart service. Last year, they took a simple step with a big impact: replacing plastic bottles with REFILL+ hydration stations. The results speak for themselves:
40,000+ plastic bottles eliminated in the first year
Seamless, self-service hydration for guests
Still, sparkling, and flavored water on demand and available in every floor
Guests love the convenience and left positive reviews: "I loved that every floor had its own water dispensers with flavored options. It’s healthy, convenient, and environmentally friendly!"
Staff appreciate the simplicity: "The process was smooth, the impact is real, and the benefits touch every part of the business." – Karen Verbist, General Manager
The Future of Hospitality
Self-service isn’t a downgrade. It’s a smart move—one that gives guests freedom while optimizing resources. It’s about providing a better experience, not a lesser one. Hotels that embrace smart service aren’t cutting corners; they’re staying ahead of guest expectations.
Learn more what Aquablu can do for your hotel?
by
Larissa
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Don’t miss out—stay ahead of the wave with new flavors and product launches.