#Japan #Hitachi #Utsunomiya #SAKULaLa #NCR

Revolutionizing Hotel Check-ins with SAKULaLa

In response to the labor shortages plaguing the hotel industry, three major companies—Hitachi, Tobu Railway, and NCR Japan Business Solutions—have initiated a transformative partnership utilizing the biometric service "SAKULaLa." This innovative approach aims to streamline operations within hotels while enhancing overall guest experience. The collaboration seeks to not only tackle staffing issues but also promote sustainable growth in the hospitality sector.

As the first step in this partnership, the Utsunomiya Tobu Hotel Grande has introduced a groundbreaking self-check-in kiosk, allowing guests to complete check-in and payment by simply placing their finger on a biometric reader. This results in a stress-free experience for guests, eliminating the need to manually input reservation codes or navigate traditional check-in procedures. The kiosk serves to reduce the burden on front desk staff while simultaneously improving the efficiency of the check-in process.

Notably, the time required for check-in with the new kiosk is reported to be reduced by 30-50% compared to conventional self-check-in methods, and it can save over 70% of the time compared to face-to-face check-in with staff. This advancement not only smooths out peak check-in times but also ensures that guests aren’t left waiting unnecessarily.

Hotels currently using NCR's self-check-in machines can quickly adapt to integrate the SAKULaLa system simply by adding a fingerprint recognition device and making minor software updates. Future plans include expanding SAKULaLa's capabilities beyond the check-in process to encompass various hotel services such as room access, dining, and gym facilities, ultimately leading to a hands-free hotel experience for guests.

Linking SAKULaLa with the hotel’s existing systems will allow staff to access a guest's previous stay history and preferences with a mere finger scan, enabling personalized service that even new employees can deliver effectively. The registration process for SAKULaLa is currently meditated by front desk interactions, though there are considerations for incorporating this functionality directly into the check-in kiosk.

The three companies intend to expand the use of self-check-in kiosks utilizing SAKULaLa throughout more than 1,000 locations over the next five years to better address challenges in the hospitality sector.

Background of the Initiative

The hotel industry is facing severe labor shortages, exacerbated by the workforce impacts of the COVID-19 pandemic. With a swift recovery in inbound tourism demand and an increase in domestic business travel following the pandemic, the necessity for sustainable development has come to the forefront. However, the issue of overcrowded check-in queues during peak times has made it difficult for hotels to provide the expected level of hospitality.

In addition, Japan’s goal to welcome 60 million international tourists by 2030 has led to a surge in new hotel constructions. To maintain service quality for all guests, there is an urgent need to innovate in operations, which has accelerated the adoption of technologies like self-check-in kiosks and cashless payment systems. Traditional check-in methods can involve cumbersome tasks, such as name searches or barcode scans from travel agents, that detract from a smooth and speedy check-in experience. The new SAKULaLa approach mitigates these issues, allowing for quicker transactions without the need for paper or smartphones.

To further enhance service, staff must remember returning guests' names, preferences, and past interactions, which can be challenging for newer team members. The eventual integration of SAKULaLa with hotel reservation databases will ensure that staff can provide attentive service as soon as a guest checks in. This capability should mirror the seamless assistance experienced with seasoned employees.

SAKULaLa Overview

SAKULaLa is a biometric service developed by Hitachi and Tobu Railway that ensures secure access to digital identity data without the use of smartphones or IC cards. Utilizing biometric technology, it streamlines processes such as payments, point allocations, and identity verification in a convenient, one-stop service framework. Hitachi employs its own Public Biometric Infrastructure (PBI) to enhance the security and efficiency of biometric authentication services, bolstered by products like the C-1 fingerprint recognition system.

As of July 2025, SAKULaLa has been utilized by over 8,000 people and is projected to expand well beyond payments and verification, embracing additional applications. The broader goal is to foster a user-friendly and enriched social infrastructure through the adoption of this modern technology.

Specifications of Self-Check-in Kiosks

The newly installed self-check-in kiosks come with enhanced specifications:

• - Dimensions: 500mm x 1380mm x 600mm (excluding SAKULaLa biometric terminal)
• - Weight: 160kg
• - Display size: 15.6 inches

Users can now complete check-ins at SAKULaLa-enabled kiosks simply by placing their finger on a specialized terminal, thereby speeding up the process significantly.

To get started, guests must register for SAKULaLa beforehand. Registrations can occur at dedicated stations located in the Utsunomiya Tobu Hotel Grande lobby.

Campaigns and Future Engagement

The launch of SAKULaLa comes paired with exciting campaigns aimed at encouraging participation among guests at the Utsunomiya Tobu Hotel Grande. From promotional giveaways to discounts on dining, the aim is to introduce a new streamline experience to all patrons. The commitment of Hitachi, Tobu Railway, and NCR goes beyond merely installing technology; it’s about reshaping the landscape of hospitality by addressing labor shortages while ensuring delightful experiences for all guests.

Together, these efforts mark a pivotal shift in how hotels operate and cater to a growing clientele, heralding a future of efficiency and enhanced customer care in the hospitality industry.