Should your company move to an unmanned reception? Here's everything you need to know
Never before have we had so many inquiries from customers who want to use an unmanned reception. Our experts have gathered their best advice for the success of the transition to an unmanned or partially manned reception service. Here's everything you need to know to get started - and what pitfalls to avoid.
Let's take it from the beginning - what is the reason why more and more people are switching to unmanned receptions? Both requirements and needs vary greatly from company to company, but there are some common features. One of the most important is the efficient use of resources. The savings at an unmanned reception can amount to several hundred thousand kroner per year. In addition, human resources can be used in a far better and more efficient way. Routine-based tasks are handled by automated systems, and employees can use their capacity and competence on relevant tasks. From experience, this also leads to more satisfied employees, as few people enjoy trivial and repetitive work. In a world with a focus on infection control, infection tracing and safety, it is also important to limit unnecessary human contact and to keep track of who is on the premises.
- Resource savings - cut costs at the reception by several hundred thousand kroner each year
- Get rid of boring, trivial and repetitive work
- More satisfied employees
- Employees who are allowed to use their expertise in relevant tasks
- Increased security with control over the premises
- Effective infection control and infection tracking
An efficient unmanned reception is about self-service, and giving guests what they need. A modern visit system is an absolutely essential part of an unattended solution, and should ensure that guests feel welcome and taken care of. This requires a simple and user-friendly interface, as well as providing access to necessary functions such as WiFi guest network, parking information, visitor tag, automatic notification of arrival and the opportunity to receive assistance when needed.
Tip 1 - Screen placement
Modern and advanced systems can be great, but it does little good if guests do not know where to turn. Make sure the screen is positioned so that it is one of the first things you see when you arrive at the reception. Is there a lot of space? Then a floor stand or a wall-mounted solution can be ideal. If a guest book has previously been used on a reception desk, this will be a smart location. Visitors are accustomed to contacting the reception and will quickly discover the screen. If you have a partially staffed solution, it will also be easy to provide assistance when needed.
See example of one unmanned front desk.
Tip 2 - Give guests what they need
The needs of the guests will of course vary from place to place. Identify their guests' needs and make sure they are met. This is one of the most important points for guests to feel well received. We recommend using a system that offers guests access to WiFi, so that you do not have to worry about this during the start of the meeting. In addition, it is a good idea to have a button that makes it easy to get assistance when needed. Pressing this will typically alert one or more employees, and is especially useful for those who do not know who to turn to, or for various reasons have challenges with self-service. Furthermore, our experts recommend setting up a real-time display of timetables for buses and trains - especially in areas where many travel by public transport. This is also an offer employees appreciate. If it is common to travel by taxi, taxi booking should be made possible. Upon completion of registration, guests can advantageously receive an SMS with information about what happens next, such as:
"Hello Ola Nordmann. Welcome to us. Kari Nordkvinne has been notified of your arrival, and will soon pick you up at the reception. Feel free to provide yourself with coffee while you wait."
Tip 3 - Non-contact check-in
After completing Tips 1 and 2, the base is in place and it is ready to receive guests. Tip 3 is about streamlining the process and impressing guests with a good first impression. You might start a visit by sending out an invitation in e.g. Outlook? When you do this, the visitor system can automatically take care of your guests, and make sure that the rest of the process runs smoothly. The guest receives an email with an invitation to the meeting. If any personal data is missing, these can easily be filled in in advance. Shortly before arrival, the guest receives a new email with meeting details, parking info, maps and a QR code for non-contact check-in at the reception. The guest gets a full overview of what is happening, and can travel to the meeting with a sense of security - impressed by the modern and helpful welcome you offer.
Avoid these traps
As with all changes, it is also possible to make mistakes here. Fortunately, there are several who have made this transition before you, and we can share some experiences.
❌ Take personal data too lightly
After GDPR came into force, there has been an increased focus on securing personal data. Do not forget that this also applies at the reception! A visitor book where anyone can look at the log is a scary way to go. Make sure to give guests confidentiality and that their data is handled and stored accordingly current regulations.
❌ Spread things out at the reception
It is easy to be tempted by several seemingly smart solutions. Maybe you have one screen for visitor registration, a tablet for taxi booking, a separate screen with timetables for the bus, a screen with general information, and a brochure with information for visitors. This becomes confusing for the guests, and it becomes difficult to get everything. Make sure to collect as much as possible in the same system. We recommend having most of the features available on the visitor screen, as well as one Info display which guests can watch while waiting.
❌ Hasty transfer to unmanned reception
When going over to an unmanned service, it is important to make sure that you understand the guests' needs, and have good solutions in place to handle these. A hasty transition to an unmanned reception can make guests feel poorly taken care of, and you will never get the first impression again. Feel free to start with a transition period with partial staffing, while you get tested and get started with new solutions. Bring the experiences and use them to shape the reception of the future!
Want to know more and get personal advice?
Book a free guide with one of our experienced experts. Get feedback on how you can build the most efficient and attentive unmanned reception as possible!