Scaling digital check‑in across 7+ hotel portfolio

In collaboration with a Project Manager & Systems Analyst, Shiji conducted a focused evaluation of early rollout performance to understand how a portfolio-wide digital check‑in journey performs across different property types.

The study aimed to determine how digital check‑in adoption varies by guest profile and where conversion can be improved in the invitation‑to‑completion funnel. Specifically, it assessed:

• Guest engagement with the invitation email (opens → clicks)

• End‑to‑end completion rates (click → completion)

• Differences in performance across airport vs leisure‑oriented properties

• Practical levers to improve conversion at scale

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Operational Efficiency & Staff Productivity

Before the rollout of Stellaris Digital Stay, check‑in was handled almost entirely on property, concentrating administrative tasks into peak arrival windows and placing added pressure on front desk teams, particularly at airport‑focused hotels with time‑sensitive arrivals.

Between octobre 2025 and mars 2026, 2,498 guests completed digital check‑in from nearly 14,000 invitations, achieving a 17.9% end‑to‑end completion rate while maintaining stable funnel performance as volume scaled. Operationally, this shifted a significant portion of check‑ins away from the front desk, freeing an estimated 125–208 hours of front desk capacity, based on an average manual check‑in duration of 3–5 minutes. This time was redirected toward guest‑facing service rather than administrative processing. The impact was most pronounced at airport properties, which accounted for 49.4% of all digital check‑ins.

Guest Engagement & Adoption

Guest engagement with digital check‑in remained strong throughout the rollout period. Funnel performance remained stable as invitation volume increased by 74%, indicating sustained guest interest even as adoption scaled across additional properties.

From those who engaged, 17.5% completed the full digital check‑in journey end‑to‑end. Adoption was highest at airport‑focused properties, where guests are typically more motivated by speed and convenience. These patterns show that digital check‑in resonates most when the experience aligns closely with guest intent, reinforcing the importance of tailoring digital journeys to different travel contexts.

System Integration & Cross‑Team Communication

Stellaris Digital Stay provided centralized visibility into guest engagement and conversion across all seven properties. Performance data could be viewed and compared at both portfolio and property‑type levels.

This shared visibility enabled digital, product, and operational teams to work from a single source of truth, quickly identifying patterns such as stronger performance at airport locations and specific drop‑off points within the funnel. The ability to compare performance across properties transformed digital check‑in from a feature rollout into an ongoing, data‑driven optimization process.

Deployment Stability

The solution was deployed across seven properties over several months without reported stability issues. Performance data remained consistent across locations, supporting portfolio‑level monitoring from early rollout stages.

The successful multi‑property deployment demonstrates that Stellaris Digital Stay is suitable for scale, providing a stable foundation for expanding digital guest journeys across different hotel environments.

Scalability & Future‑Readiness

Funnel analysis revealed that the largest opportunity for improvement lies between email open and click. Across the portfolio, 44.5% of guests who opened the email did not proceed to click through, representing 2,225 guests. This insight clearly identifies where incremental gains can be achieved. Rather than requiring changes to the core platform, improvements can be driven through email content optimization, clearer calls to action, and timing adjustments. With strong engagement at the top of the funnel and clear optimization levers identified, the portfolio is well positioned to increase adoption through targeted, scalable enhancements.