Contactless Technology
The New Normal in Guest Services.
By GoAudits Limited.
In recent years, few trends have reshaped the hospitality industry as much as contactless technology. What began as a response to the pandemic has evolved into an expectation—not just for safety, but for speed, convenience, and personalised service. At GoAudits Limited, we believe that contactless guest services are now central to delivering outstanding hospitality standards. Here’s how and why.
Why Contactless is Here to Stay
Guest expectations have shifted: Travelers now expect minimal friction. From arrival to departure, they prefer services that don’t involve queues, physical documents, or shared surfaces.
Health & safety remains a priority: Whether because of COVID-19, flu seasons, or a general desire for cleaner, more hygienic environments, reducing touchpoints reassures guests.
Technology is now accessible: Hardware (e.g. keyless locks, mobile-enabled room access) and software (mobile check-in/out, digital payments) have matured. Integration with PMS (Property Management Systems), loyalty systems, and guest apps is more seamless and cost-effective than before.
Key Contactless Technologies Shaping Guest Services
Here are some of the major contactless tools driving change—many hotels are already using them; for others, they are the next step.
| Technology | What It Offers Guests | Benefit to the Hotel |
|---|---|---|
| Mobile Check-In / Check-Out | Guests can check in before arrival, skip reception queues, get room assignments via app. | Reduces front‐desk congestion, frees staff time, accelerates throughput during peak times. |
| Digital / Mobile Room Keys | Use phone or wearable device instead of physical key; lost keys become less of an issue. | Lower cost for plastic cards, fewer lost keys, ability to deactivate compromised access easily. |
| Contactless Payments | Tap cards, digital wallets, or apps; bill settlements without handing over physical cards or cash. | Faster transactions, reduced cash handling risk, easier reconciliation. |
| QR & NFC Menus, Ordering, and Service Requests | Guests scan codes to view menus, order room service, request amenities—all from their device. | Less handling of menus, fewer staff touchpoints, more efficient service delivery. |
| Virtual / In-App Concierge and Chatbots | Guests get 24/7 access to information—what to do in the area, amenities, or make reservations—all without calling or visiting front office. | Reduces workload on front-desk, improves guest satisfaction with instant responses, more opportunities for upselling. |
| Automated Housekeeping & Maintenance Alerts | Sensors or guest app triggers can notify staff when rooms are unoccupied, or maintenance is needed. | Better scheduling, more efficient resource use, improved room readiness. |
Role for GoAudits Limited
As hospitality consultants with deep experience in audits, operations, training, and standard operating procedures (SOPs), GoAudits is well-placed to help hotels adopt contactless systems smoothly. Here’s how we can assist:
IT Consulting & Integration Strategy
We help assess existing systems (PMS, POS, reservation systems) and ensure that contactless tech integrates well without duplication or data silos.
Audit & Quality Assurance
Once contactless tools are in place, we audit performance—whether guest wait times have gone down, whether payment errors are reduced, whether digital key failures are minimized.
Staff Training & SOP Development
Technology alone isn’t enough. Staff must understand how to support guests using contactless tools, troubleshoot issues, and maintain the human touch where needed.
Customer Experience Mapping
We help map every guest touchpoint—from pre-arrival, arrival, stay, to departure—to see where contactless tools can reduce friction, enhance satisfaction, and create opportunities for upsells (e.g. room upgrade prompts in mobile check-in).
Sustainability & Cost Analysis
Contactless systems often reduce paper, plastic key cards, printed menus, etc. Our audits can help quantify savings, as well as measure ROI of installing contactless hardware/software.
Challenges & Considerations
Implementing contactless guest services isn’t without hurdles. Hotels need to address:
Digital inclusion: Not all guests have powerful smartphones or are comfortable with apps. Alternative options or staff assistance must remain available.
Security & privacy: Ensuring guest data is protected (payment info, identity verification, etc.) through encryption, secure networks, and compliant platforms.
Reliable infrastructure: Network connectivity, reliable power, and backup systems are critical so that contactless services don’t fail at critical moments.
Vendor selection & integration: Choosing reliable partners whose technology works well with existing systems. Poor integration can cause more friction than no contactless option.
Maintaining service personalization: While minimizing physical interactions, hotels must retain warm, personal touches—smiles, human assistance, welcoming gestures—to make the stay memorable.
Impact: What Hotels Gain
When done well, contactless guest services deliver:
Higher guest satisfaction & loyalty
Reduced operational costs (less manual work, fewer errors, lowered paper/plastic spend)
Faster operations & better throughput especially during high-occupancy periods
Opportunities for incremental revenue (upselling, premium services delivered digitally, streamlined ancillary purchases)
Brand perception as modern, safe, and guest-centric
Looking Ahead: What’s Next
Deeper personalization: Pre-arrival guest preferences being captured to adjust room environment, amenities.
Voice & gesture controls: Further reducing touch by enabling voice for room controls, ordering, etc.
Augmented Reality (AR) / Virtual Reality (VR) as ways to view amenities or walk through facilities before booking.
IoT sensors & smart spaces to proactively manage guest comfort (lighting, temperature) and maintenance.
Eco-friendly contactless: minimizing plastic (key cards, menus), reducing food waste through digital ordering, etc.
Conclusion
Contactless technology is no longer a luxury add-on or a pandemic response—it’s a foundational element of modern guest service. For hotels in Kenya and across Africa, embracing contactless is not just about catching up; it’s about staying ahead.
At GoAudits Limited, we’re excited to partner with hospitality businesses ready to make this transition. If you want to explore how contactless solutions could work in your hotel—mapping current processes, assessing gaps, or developing strategic implementation plans—reach out. Let’s create guest experiences that are seamless, safe, and spectacular.