Self-service in day recreation creates opportunities for personal guest interaction

Customer turnover and upselling also play a role

The business case for a check-in screen is often calculated primarily based on savings in staff hours. According to LeisureKing, that approach is too narrow. Faster customer throughput and potential additional revenue also play a role.

A screen can inform visitors about activities, upgrades, food, or drinks while they’re checking in. This also happens at times when a staff member is too busy to offer additional services. Guests who check in more quickly also keep the entrance clear for new visitors.

For attractions, museums, and other day-use recreational venues, it is therefore important to consider not only time savings, but also wait times, spending per visitor, and the number of guests that can be accommodated during peak times.

Integration with the reservation system is crucial

A separate check-in screen offers little benefit if employees still have to process the entered information manually later on. In that case, the administrative work is simply postponed to a later time.

Operational gains are realized when check-in, payments, and availability are updated in real time in the reservation system. Without such an integration, an additional system is added alongside the existing workflow; with an integration, self-service becomes part of the same visitor experience.

Keep the process brief and offer help

Visitors who have booked in advance usually want to get started right away upon arrival. The standard process can therefore be limited to scanning, verifying, and confirming the reservation.

At the same time, human assistance remains necessary for exceptional cases. A reservation might be missing, a group size might have changed, or a payment might fail. Also, not every visitor is equally tech-savvy. An employee at the kiosks or a clearly marked help button prevents these guests from getting stuck.

Case Study in Den Bosch

The Bossche Bollen Experience in ’s-Hertogenbosch uses check-in and order screens to streamline the check-in process.

“This helps us avoid lines and allows our team to focus entirely on providing guidance and creating a memorable experience for our guests. That’s exactly where we make a difference,” says owner Jules.

The key, therefore, is not to have as many visitors as possible check in without an employee. Self-service is primarily a way to remove routine tasks from the reception desk and allocate scarce staff time to moments when personal contact adds value.