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Kiosk Solutions *

Market Summary – Kiosks

Market Overview

This category has taken on a world of its own in recent years, providing many solutions to the hospitality industry and its segments. The hardware aspect of kiosks ranges from traditional kiosks, tablets, mobile phones, and numerous components that extend the functionality of the hardware, such as Touchscreens, ID Scanners, Payment Terminals, Cameras, Key Dispensers, Printers, Temperature Scanners, Solar Panels, and more. As for software, a kiosk may be focused on one item or designed to be a jack-of-all-trades for the business or its customers. Software and interfaces may include Hotel Front Desk Operations, Restaurant Ordering, Wayfinding, Amenity Bookings, Employee Shift Registration, Grocery Purchases, and more.

This Capsolve report emphasizes the solutions that address needs that commonly arise at hotels and restaurants, but selected use cases are relevant to golf and country clubs and vacation rentals. These products are often focused on addressing service needs and operations and making products more accessible. However, the report will also discuss the Device Management aspect of Kiosks and their heightened importance for multi-location organizations.

As of this writing, Capsolve has identified 70 Kiosk Systems designed for the hospitality environment. As one might expect, the companies delivering these solutions are scattered across the globe, with hardware companies predominantly in the United States and Southeast Asia and software companies often headquartered in North America and Europe.

As seen in the image above and below, only 37% of Kiosk Systems are delivered by United States-centric companies, albeit the leader. However, it is important to note that many of the technologies are new to the category as they are relatively young, despite having some longer-standing constituents who have long serviced the industry with hardware or expanded their coverage in the category through product line extensions. This research is dominated by software companies that bring hardware as part of their product offering versus hardware companies that are compatible with software within the industry, as was the situation 10 to 15 years ago.

Marketplace Context

Similar to many other categories of hospitality software and technology, this category has a vast array of potential features due to the goal of addressing more and more customer needs. A unique trait of this category is its ability to be morphed into nearly any set of customer or employee-facing features that makes sense for the business. Capsolve has researched this category of solutions for you and introduces you to the possibilities for your team and company.

Current Trends

1. Pressure from the Pandemic: Consumers expect businesses to provide touchless technologies to keep employees, guests, and customers healthy and happy when visiting their location.
2. Labor Levels: Kiosk technology provides some relief from the labor shortages affecting restaurants and hotels. This technology may enable employees to avoid night shifts and employers to better withstand the ebbs and flows of scheduling due to shortages and absences.
3. Queue Management: When consumers or guests have access to one or more kiosks, businesses are able to more readily alleviate long lines at check-in, check-out, ordering and contextual upselling.
4. Safety for All: Each industry and the businesses within it need to determine what precautions, features, and investments are necessary for safety, compliance, or strategic reasons. These underlying needs may be quite different across companies or properties and emphasize one or more of labor management and expense management in addition to cleanliness, health, and safety for guests and employees.
5. Software, Hardware, & More: Planning for this type of effort is crucial. Decisions regarding whether your company’s kiosk-based services will encompass hardware or rely upon phones supplied by consumers may transform the project into a Mobility Solution or a combination of the two. Software decisions for the initiative have similar considerations as they relate to how the software will aggregate capabilities and present them to the consumer.
6. Interconnectivity: Most technologies in this category may be connected to one or many other brand or property system components. As a result, scope management is key to controlling this.

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About this Report

This document reviews the marketing information and capabilities of this category’s solutions and the surrounding technology ecosystem. It contains original content written by Capsolve to provide a perspective of current trends affecting one or more of the hotel, restaurant, golf course, country club industries. The analysis covers a statistically significant portion of the previously defined category marketplace.