What is guest management?

In today's global and distributed workplace, it's more important than ever to keep track of who's entering and exiting your facilities while maintaining strong security measures. Concurrently, companies face pressure to cut costs and consolidate their tech stack. More now than ever, there's an increased need for automated, secure access as well as accurate reporting for consistent multi-site compliance. To meet these challenges, businesses require integrated technology that safeguards people and property while streamlining guest management processes.

What is guest management?

Guest management refers to the process of overseeing and controlling the entire visitor experience, from the moment they arrive until they leave. This includes a range of activities, from checking in guests and issuing access to sensitive areas to monitoring their movements onsite. And it's not just about greeting guests; guest management also involves ensuring that visitors are accounted for, that the workplace remains secure, and that necessary compliance standards are met.

Key aspects of guest management may include:

1. Check-in flow. Streamlined processes for guests to register upon arrival, often facilitated by visitor management software.
2. Visitor screening. Verifying guest identities may involve checking IDs or using digital tools for background checks.
3. Access control. Managing which areas guests can access so they are only allowed in designated zones.
4. Monitoring and reporting. Tracking visitor activity and maintaining records for safety and compliance purposes.

What are the top challenges of guest management?

Let's dive into some of the key guest management challenges workplaces are facing today:

1. Ensuring security without compromising the guest experience

One of the big challenges in guest management is maintaining a high level of security without making the check-in process a pain for visitors. Businesses must keep unauthorized visitors out while ensuring the process is quick and welcoming for legitimate guests.

Technical Challenge: How do you verify a visitor's identity without resorting to time-consuming and prone-to-error processes like manually checking IDs?

2. Managing access for different visitor types

Not all guests need the same level of access. Provisioning access for different types of visitors is a significant challenge in guest management, particularly in workplaces that deal with sensitive information, restricted areas, or have strict compliance requirements.

For example, the level of access for visitors may vary depending on the time of day, the purpose of their visit, or the specific project they are involved in. This requires a flexible system that can manage temporary access while keeping track of the visitor’s movements throughout the building.

Technical Challenge: How do you make sure that a visitor only has access to authorized areas, especially in large buildings with restricted zones?

3. Maintaining compliance with privacy and safety regulations

Staying compliant with safety regulations is a critical challenge in guest management, particularly for businesses in the manufacturing and biotech industries, where visitors may be in close proximity to hazardous chemicals and materials. Compliance standards, such as the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), impose strict requirements for managing access in these workplaces.

There are also data protection laws that require businesses to handle and store visitor information securely, such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). Failure to comply with relevant compliance standards can result in legal penalties, fines, reputational damage, and operational disruptions.

Technical Challenge: How do you securely manage visitor data while adhering to legal requirements regarding data storage and privacy?

4. Tracking visitors and communicating with them during an emergency

In high-stakes situations such as fires, natural disasters, or security threats, businesses need to account for every person in the building—including visitors who may not be familiar with emergency procedures or who do not have access to the same communication tools as employees.

Additionally, once an emergency occurs, businesses have to double-check that all visitors have evacuated safely. Without a visitor management system (VMS), security teams may have to manually check sign-in sheets to figure out who is still onsite and contact visitors individually.

Technical Challenge: How do you quickly determine who is onsite during an emergency and communicate with them in real time?

5. Handling high visitor foot traffic

Dealing with a high influx of visitors can be a major challenge in busy workplaces like corporate campuses or manufacturing plants. High visitor traffic can overwhelm resources, create bottlenecks at the front desk, and pose security risks. Traditional methods, such as manual sign-ins or paper-based visitor logs, can often lead to inefficient, slow, and error-prone guest management workflows.

Technical Challenge: How do you manage large groups of visitors without overwhelming the front desk or creating long wait times?

6. Securing locations with no front desk presence

The front desk serves a dual purpose—not only welcoming and assisting guests but also securing entry points, especially at secondary entrances where visitors might enter and need help. When staff isn't available to oversee check-ins, making sure only authorized visitors can come onsite becomes a challenge. 

This issue is particularly relevant for large facilities or multi-building campuses with multiple entrances. Certain areas may require higher security levels than others, making it crucial to manage access efficiently at every point.

Technical Challenge: How do you grant controlled access to visitors when there are no receptionist or security personnel onsite to manage the entry?

How do you make guest management easy with a visitor management system?

Welcoming visitors in today’s workplace involves more than just signing them in. A visitor management system automates the entire process—from check-in to security to compliance—helping businesses streamline operations and enhance the visitor experience. Here’s how a VMS makes guest management easier:

Pre-registration workflows

With a VMS, visitors no longer need to fill out paper forms or wait for a receptionist to manually enter their details. Instead, they can pre-register or check in digitally via a kiosk, tablet, or mobile device. This speeds up the process and reduces the chance of errors or delays.

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Designated sign-in flows and access controls for each visitor type

Custom sign-in flows allow businesses to tailor the check-in process based on each visitor’s role, purpose, and access level. This ensures that every visitor follows the necessary steps, whether they're a contractor, client, or vendor. It’s particularly beneficial for industries with strict security and compliance requirements, where different visitors may need to provide varying levels of information or complete specific protocols before entering.

Once visitors complete the check-in process, VMS solutions that integrate with access control systems can automatically grant or deny access to certain areas based on the visitor’s role and pre-set permissions.

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Virtual receptionists for sites with no staff presence

Virtual receptionists are a game-changer for locations without any coverage at the front desk. There are visitor management systems in the market that can connect visitors to remote receptionists via video call, offering an extra layer of verification before granting access. The visitor can initiate a video call with a remote team member who can verify their identity, answer questions, or grant access.

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Automatic host notifications

A visitor management system can automate the process of notifying hosts when their guests arrive. Instead of receptionists manually calling or emailing the host to inform them, the VMS sends an instant notification through the host's preferred communication platform.

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Real-time visitor monitoring

A visitor management system automatically logs every visitor's entry and exit, giving security teams real-time visibility into who is in the building at any given time. This is particularly useful for security purposes, as it ensures that only authorized individuals are present and that all visitor data is recorded for compliance and safety reasons.

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Automated emergency notifications

A VMS with emergency notification capabilities is crucial for keeping visitors safe during crises like fires, medical incidents, or security threats. With automated alerts, businesses can quickly communicate with visitors, guide them to evacuation routes, and keep them informed throughout the emergency.

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Enhancing guest management with Envoy Visitors

Envoy Visitors helps you create a seamless first impression while safeguarding your people and property. It's a comprehensive visitor management solution that simplifies check-ins, strengthens security, and ensures compliance. With visitor registration, screening, and customizable access control capabilities, Envoy makes managing guests—everyone from clients, contractors, or vendors—easy. Whether you're handling a single office or multiple locations, Envoy Visitors is a scalable solution that enhances efficiency, improves the visitor experience, and ensures workplace security.

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Are you interested in learning more about visitor management systems? Check out our VMS buyer’s guide to get a comprehensive breakdown of what to look for when evaluating possible solutions for your workplace.