Case Study: Jumeirah achieves frictionless digital check-in with Incode Omni

Jumeirah and Incode redefine luxury for the hotel industry with digital check-in and exceptional guest experiences

Jumeirah, a global luxury hospitality company, sought to enhance its customer experience by eliminating the friction of traditional hotel check-ins. They aimed to implement a secure, fully digital, and personalized onboarding process for their guests but found many technology providers difficult to implement and scale. To overcome this challenge, Jumeirah partnered with vendor Incode for a solution.

Incode implemented its Omni platform, a customizable identity solution featuring biometric facial recognition, document verification, and fraud detection. This allowed for a secure and expedited digital check-in process, reducing wait times to as fast as 1.5 minutes. The results included streamlined operations, a significant improvement in the guest journey celebrated as the "best check-in ever," and robust fraud prevention with GDPR compliance. Incode's solution successfully transformed the guest experience across several Jumeirah properties.

Jumeirah

Sanjay Sharma

Head of IT