Online Check-in

Online Check-In / Fast Check-In Tool: Digital Pre-Check-In to Streamline Hotel Arrivals

Project Overview

Within the hospitality SaaS ecosystem, I led the design and delivery of an Online Check-In (Fast Check-In) web tool that allows hotel guests to complete most of the check-in process digitally before arrival. The objective was to reduce front-desk friction and enable a “quick key pickup” experience through a dedicated fast check-in flow.

The solution supports both mobile and desktop usage and integrates tightly with the PMS backend via APIs. Guests can submit personal details, upload required identification documents, and complete required steps before arrival — so on-site interaction is minimized and operational throughput is improved.

Business Need & Initial Challenges

Hotels face recurring bottlenecks at peak arrival times: long queues, manual data entry, document verification, and payment-related steps that slow down the reception team and degrade guest experience.

The challenge was to provide a secure and reliable digital workflow that respects hospitality compliance requirements (guest identity details and legal documents), while ensuring a smooth user experience on mobile devices. The tool also needed robust backend connectivity, as it consumes multiple PMS APIs and must maintain data consistency and traceability.

My Role & Responsibilities

I owned the product definition and delivery, ensuring alignment between operational needs (front desk efficiency), guest experience expectations (speed and simplicity), and technical constraints (security, API integration, and reliability).

I worked closely with engineering to structure the workflow end-to-end, define the API integration requirements, and ensure the solution remained production-ready through validation rules, edge-case handling, and a rigorous testing approach.

Given that this tool directly impacts the arrival journey, I stayed closely involved throughout delivery to continuously refine the flow based on operational feedback and usage patterns.

Solution Design & Implementation

The Online Check-In tool was implemented as a lightweight web application optimized for mobile-first usage and designed to guide guests through a structured pre-check-in journey:

Guest information capture (identity and stay-related details)
Payment and guarantee steps (when applicable, depending on hotel policy)
Document upload (ID / legal documents required by local regulations)
Confirmation and readiness for arrival (fast check-in line / key pickup)

The tool consumes multiple PMS APIs to store data, validate eligibility, and ensure the hotel staff can retrieve the completed check-in status. Guest communication was also supported via email notifications to confirm completion and guide next steps.

Tools, Technologies & Environment

Framework: ASP.NET Core
Backend Integration: PMS APIs (multi-endpoint consumption)
Channels: Responsive web (mobile + desktop)
Communication: Email notifications (guest confirmation & instructions)
Domain: Hospitality operations, guest identity flow, compliance-driven onboarding

Project KPIs & Delivery Metrics

Guest flow optimization: reduced reception time per guest through pre-arrival completion
Operational impact: improved throughput during peak arrival windows (fast check-in line)
Coverage: mobile-first UX supporting the majority of real-world guest usage
Reliability requirement: production-grade workflow with strong validation and traceability

Results & Business Impact

The Online Check-In tool improved the arrival experience by shifting time-consuming steps (data entry, document collection, confirmations) to a pre-arrival digital workflow. This reduced pressure on the front desk, shortened queues, and created a smoother first impression for guests.

For hotels, it delivered measurable operational value: more predictable arrival operations, faster key handover, and improved compliance handling through standardized digital collection and storage of guest data and documents.

Skills Developed

Product: guest journey optimization, operational workflow design, mobile-first UX constraints
Technical: API-driven orchestration, data validation, compliance-aware user flows
Delivery: end-to-end ownership, close collaboration with engineering, testing rigor for production reliability
Business: measurable operational efficiency improvements tied to guest satisfaction and staff productivity

Knowledge & Key Learnings

This project reinforced how critical the check-in moment is for both operations and guest perception. I learned to design workflows that balance user simplicity with compliance requirements, and to translate operational constraints into clean, scalable product experiences.

Why This Experience Matters for My Next Role

This experience demonstrates my ability to lead user-facing SaaS features that are tightly coupled with backend platform capabilities, operational efficiency, and compliance constraints. It strengthens my profile for Senior Product Manager, Product Lead, or Head of Product roles where customer experience, platform integration, and measurable business outcomes must align.