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Contact-Free Solutions for HotelsZaplox’s Mobile Guest Journey in Five Steps

Since the Covid-19 outbreak, hoteliers have suffered severe capital losses and as the market slowly recovers, they are facing the difficult challenge of how to provide a safe environment for guests and employees while maintaining high-quality services and keeping operating expenses low.

Wary travelers demand everything from rigorous cleaning to less interaction with staff and other guests. In an effort to keep guests and staff safe, leading American and European hotel brands as well as industry organizations such as the American Hotel & Travel Association (AHLA) have developed new safety protocols that include enhanced cleaning checklists, social distancing guidelines, and the use of contact-free technology. Contact-free check-in and mobile keys that were “nice-to-haves” before the pandemic, have become “must-haves” in order to limit in-person interaction and reduce the risk for infection.

In parallel to the investment in guest safety, most hoteliers operate with reduced staff and are therefor focused on finding technologies that can streamline the operation and keep costs at bay to ensure a quicker recovery to sustain profitability. As a result, solutions that use automation and self-service technlogies are quickly gaining traction.

With bookings down, hoteliers are also looking at ways to supplement room sales with ancillary services such as early check-in, late checkout, breakfast in the room, spa treatments, golf outings, and dinner packages—and the mobile guest journey enables hoteliers to promote these services directly in the hotel app.

Introduction

The Rise of Contact-Free Technology in Hospitality Post Covid-19

85% respondants says that utilizing technology to reduce direct contact would have considerable impact on guests’ comfort levels staying there. [AHLA]

60% of people would be more likely to stay at a hotel that allows contactless check-in and the ability to use a phone as a room key—16% even say it’s a “must have” to visit a hotel. [Deloitte]

1. Pre-Stay

3. DURING THE STAY § Communicate directly with hotelstaffviachat § Orderroomservice& makedinnerreservations § Schedulespa&gym

appointments § Access information about

the hotel amenties § Use the mobile key to accessgym,pool, conferencerooms,etc.

2. ARRIVAL DAY § Contactless mobile check-in § Guestregistration&

preautorization § Mobile key - no physical handlingofkeycards

Se1. PRE-STAY § Book your stay in the app § Receivepre-arrival informationaboute.g. screenings&safety protocols § View promotions about upgrades&add-ons

4. DEPARTURE DAY § Mobile checkout § Arrangeconciergeservice &transportation § Reviewroomcharges&

settle the folio § Viewthereceiptviaemail

5. POST-STAY § Guestsatisfactionsurvey § Book the next stay § Communicatewithstaff § Viewpromotions&special packages

§ Direct-booking via the app § Pre-arrival information § Promotion of upgrades, special offers and add-ons

The mobile guest journey starts already before guests arrive at the hotel. In fact, it starts when customers are looking to make a reservation. Returning guests, who already have the hotel’s guest app on their smartphone, can be incentiv-ized to use the app to make future bookings, consequently contributing to more direct bookings and better profits for the hotel.

Once the room has been booked, the hotel can use the app to communicate important pre-arrival messages via push notifications, including information about the hotel’s safety protocols, pre-screenings, and other practical details that contribute to a smoother arrival. Guests who haven’t down-loaded the app yet, receives a pre-stay message, prompting them to download the app to access the reservation.

By using the guest app for pre-stay communication, hotels can increase customer engagement with positive effect on the guest experience. Not only will the check-in be easier, but hoteliers can also leverage the app to upsell add-on services and special packages that can be added to the reservation before the guest arrives to the hotel, contributing to the hotel’s bottom line while making the stay more enjoy-able for the guest.

Zaplox’s Mobile Guest Journey in Five StepsHoteliersshouldcarefullyreviewthevarioustouchpointsthroughouttheguestjourneytoidentifyhowcontact-freetechnologycanprovidesaferstepsandprovidemorecostefficiency.

Meeting guest expectations for cleanliness and proactively communicating with guests prior to arrival continue to be critical drivers of guest satis-faction. [J.D. Power]

§ Contact-free mobile check-in § Guest registration & preauthorization § Mobile key – no physical handling of key cards

Post the pandemic, mobile check-in has become a “must-have” as guests demand contact-free solutions. Empow-ered by the mobile guest journey, guests no longer have to stop at the front desk, but can use their phone to access the reservation and check-in.

The hotel has the ability to send alerts when the room has been cleaned and sanitized to avoid waiting guests in the lobby. Once a housekeeper marks a room as ready, the room number immediately becomes available and is linked to a reservation.

During the mobile check-in process, guests are prompted to confirm their guest details and preauthorize the payment if required by the hotel. Guests are able to communicate spe-cial requests such as late checkout, online food and bever-age orders, and extra amenities for the room. Not only does the contact-free check-in process reduce the risk for virus transmission, but it also reduces the burden on the front desk, thus allowing the hotel to reduce its payroll expenses and reassign staff to more revenue generating tasks.

When the check-in process is completed, the mobile key becomes available in the app. Guests can skip the check-in lines and go straight to their room and unlock the door by holding the phone against the electronic door lock. The mobile key can be shared electronically with other guests of the same party.

§ Communicate directly with hotel staff via chat § Order room service & make dinner reservations § Schedule spa & gym appointments § Access information about the hotel amenities § Use the mobile key to access gym, spa, conference

rooms and other hotel facilities

The app assists hoteliers to maintain the high quality, personalized service that guests expect while minimizing in person contact between staff and guests. During the stay, guests can quickly resolve guest service requests by con-tacting the the staff via the app’s chat function.

In addition, guests can schedule spa or gym appointments and make dinner reservations. If guests are concerned about having a housekeeper coming to the room, they can also use the chat to decline the cleaning of the room.

The mobile key is used to unlock the room throughout the stay, but it can also be used to access other hotel facilities such as the gym, pool or business center.

3. During the Stay

71% of consumers are more likely to stay in a hotel that offers self-service tech, and 73% of hoteliers agree that self-service tech will become increasingly more important to their business. [Oracle Hospitality]

90% of customers are positively inclined towards contactless check-in/out, 58% consider it very important. [Travelport]

2. Arrival Day

The use of mobile keys removes the need for touching and handling plastic key cards. In addition, mobile keys eliminate the need for printing replacement cards, making it a more sustainable alternative to plastic key cards that are often thrown away after only one use.

Via the app, guests have easy access to information about the hotel amenities, restaurants, and things to do in the surrounding area. By providing your hotel’s digital compendi-um, hotels can significantly reduce the number of calls to the front desk and lower the cost for printed materials. The app allows for information to be easily updated in real time as guests always have access to the latest information.

4. Departure Day

5. Post Stay50% of hotels are expanding food service takeout/delivery options. [Oracle Hospitality]

§ Communicate with staff § View promotions § Guest satisfaction survey § Access reservation history § Book the next stay

After departure, guests still have access to the guest app and can use it to book their next stay, access past reserva-tions or look up receipts.

By implementing an effective post stay communication strategy, hoteliers can improve the engagement with cus-tomers, get valuable feedback and make sure that their hotel is top of mind for future bookings.

The app provides an opportunity for hotels to connect directly with guests and collect feedback about the stay through a customer survey. Guests who had a positive ex-perience, are more likely to book another stay and a promo code may entice them to book another visit. Special offers can be communicated through email or push notifications via the app to increase future direct bookings.

§ Contact-free mobile checkout § Review of room charges § Mobile payment § Request concierge service and transportation § View email receipt

Mornings become a little less busy since guests no lon-ger need to stop at the front desk to return the keys and pay when they checkout from their room. Instead, the app reminds the guest when it is time to check out and in only a few simple clicks, the guest can review charges, pay and checkout. The guest can also use the app to request con-cierge related services and arrange for transportation. The mobile key is automatically deactivated upon checkout and an itemized receipt is sent to the guest’s email.

95% of consumers want companies to implement physical protection and distancing measures to help keep them healthy. [Prosper Insights & Analytics]

Wherearesthetravelindustrywas early to adopt the self-servicekiosksatairports,hotelshavebeenmuchslowertoofferself-serviceoptions.Duringthelastfewyears,theinterestinself-servicesolutionsstartedtocatchoninhospitality,butitisfirstwithCovidthatthedemandreachedafeverpitch.

ZaploxKioskisagreatcomplementforguestswhohavenotyetdownloadedthemobileguestapporarenotready to use their phone to checkin.Thekioskhelpscreatea safe check-in experience and reduces the pressure on the frontdeskduringpeaktimes.Insteadofwaitinginaline,guestscanusetheZaploxKioskfor speedy contact-free check-inandpayment,andtheycanalsoprinttheirownkeycards.Atdeparture,thekioskallowsgueststoquicklycheckout,reviewthehotelbill,andpay.

Use Zaplox Kiosk for: § Self-servicecheck-in § Guestregistration&

preauthorization § Encodingofkeycards § Checkoutwithfolioreview&

payment

Self-ServiceKiosk Solution Complements Mobile Guest App

Some of Our Partners & Integrations Zaplox is committed to deliver a best-in-class mobile guest journey that streamlines staff efficiency while improving the guest experience and loyalty. By working closely with other hotel systems vendors, Zaplox can provide seamless integration with leading PMS, lock systems, payment solutions, and other hospitality solutions.

Some of Our CustomersDiscover how other hotels, casinos and resorts use Zaplox’s mobile guest journey with contactless check-in and mobile keys to deliver a safe and high-end guest experience.

“As the business starts to pick up again after the pandemic, guest safety is our top priority. Zaplox ‘s hotel app enables us to offer a contact-free check-in and checkout experience that supports social distancing while allowing our staff to focus on revenue-generating services”.

Pablo MigoyaGeneral Manager Hugo Hotels, New York City

“Our priority is to ensure that guests feel safe and comfortable from the moment they walk through the doors. In the light of COVID-19, we found it important to introduce ways to limit face-to-face contact. Zaplox’s app allows guests to choose the level of interaction they want while they can still enjoy our award-winning cuisine, luxurious amenities and high-quality personal service.”

Kara SmithDirector Sales & Marketing XV Beacon Hotel, Boston

“It is important that we continuously optimize the user-friendliness of the digital guest journey to ensure a smooth, stress-free stay at our hotels. Thanks to our pioneering work with using Zaplox’s mobile guest app, we were much better prepared for the re-opening after the Corona lock down.”

Benedikt KomarekCEO & Owner Schani Hotels, Vienna

2 Ten Hotel South Africa | Arlo New York City | Arp-Hansen Hotel Group Denmark Best Western Hotels Sweden | Cabinn Hotels Denmark | Hotel Lundia Sweden Hugo Hotels New York City | Iceland Hotels Iceland | Island Resort & Casino Michigan La Jolla Cove Hotel & Suites California | Little River Casino Resort Michigan Pacifica Hotels California | Prarie Band Casino & Resort Kansas Radisson Blue Mountain Resort Norway | Roxy Hotels New York City | Schani Hotels Austria Shooting Star Casino Minnesota | SkiStar Sweden | Soho Grand Hotel New York City Steel House Denmark | Thunder Valley Casino Resort California Turning Stone Resort Casino New York | Union Hotels Collection Slovenia Wakeup Hotels Denmark | Woodlands Resort Texas | XV Beacon Hotel Boston

Turnkey Mobile Guest Journey & Self-Service SolutionsSeamlessly integrated with PMS and locks

Zaplox helps hoteliers deliver a contact-free guest experience while streamlining staff efficiency and generating new revenue opportunities with mobile check-in/checkout, mobile keys and personalized guest communication – powered by Zaplox’s mobile guest app and self-service kiosk with integration to leading PMS and lock systems.

Zaplox Product Offerings

Zaplox Mobile Key App (Premium 1)

Zaplox Mobile Guest App (Premium 2)

Zaplox Mobile Guest App (Premium 3)

Zaplox SDK Zaplox Kiosk

Product overview Enables hotels to offer a mobile key instead of a plastic key card in order to create a safer,

contact-free guest experience.

Allows hotels to custom-build a

safe, contact-free mobile guest journey with PMS and lock

integration.

Adds mobile payment to the custom-built, safe, contact-free mobile guest journey with PMS and lock integration

Enables hotels to add mobile check-in/checkout with mobile keys to their existing

app with integration to PMS and locks.

Kiosk solution for hotels that want to

offer digital check-in/checkout with the ability for guests to encode their own

keycard on arrival and make payments.

Make a reservation √ √ √ – –

Pre-check in – √ √ √ n/a

Check-in – √ √ √ √Guest registration – √ √ √ √Preauthorization – √ √ √ √Mobile keys √ √ √ √ n/aKey card encoding n/a n/a n/a n/a √Hotel information √ √ √ – –Chat (3rd party provider)

√ √ √ √ –

Checkout – √ √ √ √Folio review – √ √ √ √Payment – – √ √ –Push notifications √ √ √ √ –Offer management √ √ √ √ n//aPMS integration – √ √ √ √Lock integration √ √ √ √ √Custom-branding Limited √ √ n/a √

www.zaplox.com

Welcome Your Guests Back With Mobile Check-in & Mobile Keys

Contact Zaplox to learn more about our contact-free mobile guest journey. If your hotel already uses electronic door locks You can be up and running in no time if your

hotel already uses electronic door locks.

Zaplox is the market innovator and leading provider of a contact-free mobile guest journey and mobile key services for hotels, casinos, and vacation home rentals. We offer a turnkey platform that helps manage the entire guest journey – from booking to check-in/check-out with a mobile key and guests communications – available directly in the guest’s phone. Zaplox works with all major smartphone platforms and has been integrated with leading the property management systems, lock systems, payment solutions and hospitality platforms. Zaplox is a publicly traded company on the Nasdaq First North Growth Market with offices in both Europe and USA.

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