Use Case: Pre-Verified Digital Check-In for Hotels and Hospitality

Actor Profile

Liam O’Reilly, Hotel Manager

Manages a mid-sized urban hotel in a tourist destination. Long check-in lines during peak seasons frustrate guests and leave front desk staff to handle administrative tasks.

Business Context

Hotels compete on guest experience quality with check-in efficiency directly impacting overall satisfaction and review ratings—long queues during peak seasons damage customer perception despite high-quality accommodations. Security requires identity verification for transactions and to protect against liability. Guests expect digital-first experiences with minimal friction. Front desk staff spend significant time on administrative verification rather than providing concierge services.

Challenge Statement

Liam must balance guest convenience with operational security and fraud prevention during check-in and throughout the guest’s stay. Manual identity verification consumes substantial front-desk time and creates visible bottlenecks that frustrate arriving guests. Unverified in-hotel transactions increase the risk of fraud from unauthorized charges for room service, spa bookings, and equipment rentals. Guests expect efficient arrival without lengthy administrative processes.

Example Solution Architecture

Pre-Arrival Guest Registration

  • Online registration before arrival
  • Guests upload government-issued identification documents
  • Automated verification validates document authenticity, structural integrity, and expiration
  • Optical Character Recognition (OCR) extracts guest information into the reservation system
  • Guests capture selfies, enabling facial recognition matching against ID photographs
  • Liveness detection confirms physical presence
  • Pre-verified guest status alerts the hotel to provide immediate room key access upon arrival

Rapid Check-In Process

  • Pre-verified guests bypass the check-in desk entirely and proceed directly to their rooms
  • Electronic key cards are provided at the arrival desk without verification delays
  • Guest information already exists in systems, eliminating paperwork and administrative requirements
  • Mobile app check-in options enable contactless arrival
  • Front desk staff are freed from administrative verification to focus on concierge services and guest assistance

Secure Transaction Authorization

  • Verifies guest identity before authorizing in-hotel transactions
  • Facial recognition or biometric verification confirms identity for spa bookings, room service, and equipment rentals
  • Verified authorization prevents unauthorized room charges and dispute liability
  • Transaction authorization ties to verified identity, creating accountability
  • System flags suspicious or unusual transaction patterns for manual review

In-Hotel Guest Experience Enhancement

  • Personalizes service using verified guest preferences
  • Verified identity enables staff access to special requests and communication preferences
  • Service staff deliver personalized experiences based on stored preferences
  • Simplified payment through verified identity eliminates multiple payment verification steps
  • Seamless experience extends from arrival through stay and departure

Departure & Transaction Settlement

  • Links all verified transactions to the guest identity, enabling accurate billing
  • Automated billing generation eliminates manual calculation
  • Guest departure streamlines through complete transaction verification
  • Transaction disputes are resolved efficiently through verified audit trails
  • Feedback collection tied to verified guests enables quality improvement

Implementation Considerations

Adoption Barriers

  • Guest unfamiliarity with digital pre-registration and facial verification
  • Privacy concerns about government ID submission and facial biometric collection
  • Guests preferring traditional in-person check-in represent a market segment requiring alternatives
  • Technical issues during pre-registration create frustration
  • Staff concerns about technology reliability affect communication with guests

Infrastructure Requirements

  • Guest-facing online portal for pre-registration and document upload
  • Integration with reservation and property management systems
  • Document verification and a facial recognition technology platform
  • In-hotel hardware, including facial recognition kiosks and electronic key systems
  • Secure data storage for guest documents and biometric information
  • Network infrastructure supporting real-time verification
  • Backup systems for outages

Resource Constraints

  • Staff training on new check-in processes
  • Customer service protocols for guests who are uncomfortable with digital verification
  • Escalation procedures for verification failures
  • Manual ID verification options for guests declining digital verification
  • Ongoing system maintenance and technical support
  • Guest communication about digital verification benefits

Cost Considerations

  • Digital verification technology platform investment
  • Integration with existing property management systems
  • Hardware installation
  • Staff training and change management
  • Software licensing and cloud service fees
  • Customer support and technical maintenance

Stakeholder Considerations

  • Guests: Expect fast, convenient check-in with minimal friction; value security and fraud protection; desire privacy assurance regarding biometric data; appreciate personalized service; prefer contactless options
  • Front Desk Staff: Benefit from dramatically reduced check-in administrative burden; need clear escalation procedures for verification failures and customer service protocols for skeptical guests
  • Hotel Management: Must balance guest experience with security requirements; need reliable system uptime, comprehensive transaction records for accounting, fraud reduction to protect profitability
  • Regulatory Authorities: May require transaction authorization documentation and dispute resolution records; establish standards for guest data protection; demand secure government ID handling
  • Payment Processors & Financial Institutions: Require verified transaction authorization and audit trails; benefit from fraud reduction through verified transactions; need straightforward liability assignment

Benefits & Value Delivery

Risk Mitigation

  • Prevents unauthorized room charges and fraudulent transactions through verified authorization
  • Transaction audit trails enable rapid investigation of discrepancies
  • Chargebacks decrease through verified transaction documentation
  • Straightforward liability assignment protects both the hotel and the legitimate guests
  • Enhanced guest safety through verified access controls

Data Protection & Privacy

  • Encrypted guest government IDs and biometric information
  • Secure data deletion upon checkout reduces privacy liability
  • Role-based access controls limit employee access to guest verification information
  • Compliance with data protection and privacy regulations
  • Transparent guest communication about data handling builds trust

Accessibility & Service Expansion

  • Eliminates check-in delays, enabling immediate room access
  • Reduces the administrative time guests spend on arrival processes
  • Enables contactless interactions for safety-conscious guests
  • Accommodates diverse preferences with digital and traditional options
  • Improves accessibility for guests with language barriers through visual verification systems

Operational Efficiency

  • Eliminates front desk administrative burden associated with check-in
  • Check-in time reduces from 10+ minutes to seconds
  • Front desk staff redirect time toward guest service and concierge assistance
  • Standardized verification process reduces human error
  • Automated transaction processing reduces manual authorization workload

Competitive Advantage

  • Positions hotel as modern, technologically advanced, guest-focused
  • Differentiates from competitors using manual check-in processes
  • Appeals to tech-savvy travellers expecting frictionless digital experiences
  • Generates positive reviews highlighting fast check-in and seamless experience
  • Attracts corporate clients and frequent travellers, prioritizing operational efficiency

Example Success Metrics

  • Check-in processing time reduced to <2 minutes for pre-registered guests
  • Guest satisfaction with check-in experience >90%
  • Front desk administrative time reduction 40%+
  • Fraud incident reduction 75%+ from the previous baseline
  • System uptime 99.5%+ during peak hours

Relevant DIACC PCTF Components

  • Authentication: Multi-factor authentication combining government ID verification, facial recognition, and liveness detection
  • Infrastructure: Guest portal, facial recognition kiosks, electronic key systems, property management integration, secure data storage, network connectivity, transaction authorization systems
  • Verified Person: Verified guest identity enabling secure room access, transaction authorization, personalized service
  • Credentials: Verified government identification supporting identity confirmation, transaction authorization, and liability protection