How tech is changing the visitor experience

What’s the right balance between security and hospitality in visitor management? Sarah Teskova, Head of US Sales and Client Operations, Sharry takes a closer look.

Why should you care about visitor experience at all? Why invest in the impression left on someone who might only spend an hour in your building?

Because that visitor is likely your potential business partner, a future employee, friend or family member. In any case, you want them to leave delighted.

The visitor experience is made up of various stages, often influenced by stakeholders rather than a single entity. It’s a mix of policies, visitor agreements and more – there’s no universal solution.

To keep things straightforward, let’s break down a multi-tenant office building example: Imagine a setup where visitors move through a lobby before reaching individual tenant receptions on separate floors.

What obstacles or barriers might they encounter? How can these obstacles be managed to help visitors move smoothly to the next stage, getting them closer to their destination?

When it comes to shaping the visitor experience in a building’s lobby, there are several ways to manage their access. Here, we explore scenarios, ranging from open access to highly controlled, security-focused setups. Each approach offers different levels of freedom and restriction for visitors.

Open lobby with no barriers

In a free-access setup, the lobby and elevator areas are completely open during designated hours, like 9 AM to 5 PM, promoting an environment of openness.

This approach reduces visitor friction on the way to meetings and eliminates the need for a staffed reception, saving on operational costs. However, it’s not total free rein.

Access to specific areas, such as parking, might still require pre-registration. Integrating smart parking with a visitor management system can streamline this process.

Deliveries are also simplified. Couriers can go directly to tenant receptions or use self-service lockers.

This setup, as seen for example in Skanska’s development called Praga Studios in Prague, can even replace basic reception functions with a digital touchscreen, offering navigation and contact information to guide visitors.

The open atrium should “demonstrate that modern office buildings have much greater potential, exceeding their current use”, Skanska explains.

The atrium also features a piano that can be played by people who work at Praga Studios or just visit.

Credential-based entry for VIPs

The self-entry scenario adds a minimal access barrier, requiring visitors to authenticate themselves with an access credential before entering.

This setup isn’t designed for walk-in guests, who would need to register separately. Historically, self-entry relied on physical access cards.

Now, digital solutions enable hosts to send a guest pass to authorised visitors. With this code, visitors can easily enter the building and hosts receive notifications upon their arrival.

Another recent innovation is a Wallet-based guest pass, where visitors can store a digital entry pass in their Apple or Google Wallet, functioning much like a concert ticket.

With options for QR codes or Wallet passes, this setup is convenient and time-saving for visitors treating them like VIPs and enabling them to skip the check-in at the front desk.

Logging and verification

The check-in setup is one of the most common for lobby receptions, aiming to log each visitor and verify their identity. This can be done by staff or through technology solutions.

Security layers may vary: Visitors may need to show an ID, with verification ranging from visual checks to ID scans; guests might have a QR guest pass, but they could also need a photo taken, either by staff or an automated kiosk; some organisations require visitors to sign a waiver of liability or a confidentiality agreement before proceeding.

This can be handled digitally or through a paper form, depending on preference.

Once verified, the visitor receives a valid credential – whether a printed QR code, a plastic card or a digital pass – to proceed to the elevators.

Host approval required

This scenario builds on the check-in process by adding a host confirmation step. Here, even after check-in, visitors need approval from the host or tenant reception to gain full access.

This setup often involves a lobby receptionist calling the host to verify the visitor’s identity. However, technology can replace this step with AI-powered screens, which enable a real-time video or audio communication between the visitor and host and which is fully integrated with the access control system.

Full escort

For maximum security, an escort-required model mandates that the host or a representative accompany the visitor after check-in.

The host is responsible for guiding the visitor to and from the meeting area, ensuring they stay within secure zones.

While this level of security is usually managed by a person, in the future, a robot escort might be an option to handle this task, maintaining a high-security standard while reducing the need for human resources.

Company reception – different experience?

While the lobby experience sets the stage, visitors typically encounter additional access requirements when they reach the tenant-specific reception areas located on the upper floors.

Here are four common scenarios for managing visitor flow within these spaces:

1. Unrestricted workplace access(?) – an open setup for tenant spaces – where visitors can freely walk into office areas without any credentials – could exist in co-working or shared office environments. Even in such spaces, however, visitors usually need to take a final step to reach the host, such as knocking on an office door or signalling through a glass partition
2. Direct entry for credentialed guests – in this setup, visitors need an access credential to unlock the tenant area. Visitors are typically greeted or checked-in upon arrival at the tenant’s own reception. For example, a tenant in the 167 Green Street building in Chicago, developed by Shapack Partners & Focus, uses this approach. In this case, the guest is perceived as a VIP and receives a virtual key that allows them – for a very strictly limited period – to come from the street to the company reception without any obstacles
3. Entry by request – a common setup in multi-tenant buildings, this scenario restricts visitors from entering tenant spaces independently. Upon reaching the tenant’s reception floor by elevator or stairs, the visitor rings a doorbell and waits to be admitted. Once inside, a check-in process takes place, which could vary: Is the visitor pre-registered? Is ID scanning required? Will the tenant reception notify the host by phone or is a notification sent to the host? Automation can streamline this process. If the lobby and tenant reception use the same digital guestbook, visitors’ data can transfer seamlessly, preventing the need for double check-in. Automated notifications allow receptionists to focus on concierge-style services
4. Guided access: Host escort – if the host is already picking up the visitor from the lobby, they will likely escort them throughout their stay. This ensures strict adherence to security policies

Seamless connections, memorable impressions

Technology is transforming the visitor experience, enhancing every stage from sending an invitation to reserving parking and checking in at the reception.

Modern visitor management systems enable interconnected interactions among all participants – the host(s), the visitor, lobby reception, security staff and company reception – ensuring that everyone has the right information at the right time.

By integrating processes, a visitor management system not only improves convenience and efficiency but also strengthens security and helps create a memorable first impression.

The result is a seamless and welcoming visitor journey that supports better business connections and reflects a forward-thinking workplace culture.