A hotel guest messaging system is a communication platform that allows guests to interact with hotel staff in real time via text messages, voice commands, or chatbot interactions. Hotel guests who use messaging services during their stay rated their overall experience 8% higher than those who did not. A study found that hotels that have implemented messaging systems have seen a 30% decrease in guest complaints.
The hospitality industry has never been more competitive than it is today. The good news is that classic differentiators like “customer service” can still put you ahead in the race. While the change is that traditional methods of boosting customer experience are no longer relevant.
With guests now having access to a plethora of options and platforms, hotels have to provide an experience that is not only memorable but also convenient and efficient. One way to achieve this is by leveraging a hotel guest messaging system. How does it work? What are things to keep in my while implementing it? What are the prominent use cases and their success rate? We answer all these questions in this blog post.
Hotel guest messaging system and essentials of its implementation
A hotel guest messaging system is a communication platform that allows guests to interact with hotel staff in real-time via text messages, voice commands, or chatbot interactions. This system can be integrated with a hotel’s existing property management system and can be accessed through a guest’s smartphone or tablet, or through a hotel’s in-room tablet or TV.
When implementing a hotel guest messaging system, it is important to ensure that the system is easy to use and that guests are made aware of its availability. This can be done by including information about the system in guest check-in packets or by displaying signs in guest rooms and public areas. Additionally, it is important to train hotel staff on how to use the system effectively and efficiently so that they can assist guests with any questions or issues that may arise.
Hotel guest messaging system and its management for better CX
Efficiency and Convenience One of the primary benefits of a hotel guest messaging system is that it allows guests to easily access information and assistance without having to wait in line or call the front desk. For example, guests can use the system to request extra towels, ask for restaurant recommendations, or schedule wake-up calls. This can greatly improve the guest experience by providing them with the information and assistance they need quickly and efficiently. According to a study by the Cornell University School of Hotel Administration, guests who use messaging services during their stay rated their overall experience 8% higher than those who did not.
Management of guest complaints
A ResearchGate report found that hotels that have implemented messaging systems have seen a 30% decrease in guest complaints and a 20% increase in guest satisfaction.
Effective Management of Guest Requests and Complaints Another benefit of a hotel guest messaging system is that it can help hotel staff to better manage guest requests and complaints. With all interactions being logged into one central location, staff can easily access and respond to guest inquiries and track their progress in real time. This can help to ensure that all guest requests are handled promptly and professionally, which can lead to improved customer satisfaction
Personalization of the Guest Experience
A study by Deloitte found that personalized offers result in an average of 20% more revenue per guest. A hotel guest messaging system can also be used to personalize the guest experience by providing guests with tailored recommendations and offers. For example, if a guest is celebrating a special occasion, the system can automatically send them a message offering complimentary champagne or a discount on spa services. This can help create a more memorable and enjoyable experience for guests and increase revenue for the hotel.
When it comes to setting up and managing a hotel guest messaging system, you should consider the following:
- Appoint a dedicated team or person responsible for monitoring and responding to guest messages promptly.
- Establish clear guidelines and protocols for responding to guest messages, including a script for frequent questions and concerns.
- Regularly review and analyze data on guest interactions to identify areas for improvement and adjust as needed.
A hotel guest messaging system can be a powerful tool for enhancing the customer experience. By providing guests with easy access to information and assistance, and by helping hotel staff to better manage guest requests and complaints, a hotel guest messaging system can help to create a more enjoyable and memorable experience for guests. Additionally, by personalizing the guest experience and providing tailored recommendations and offers, a hotel guest messaging system can also help to increase revenue for the hotel. With the right implementation and training, a hotel guest messaging system can be a valuable asset for any hotel looking to improve customer satisfaction.
About Vervotech:
Vervotech is a leading Hotel Mapping and Room Mapping API that leverages the power of AI and ML to quickly and accurately identify each property listing through the verification of multiple parameters. With One of the industry’s best coverage of 98% and an accuracy of 99.999%, Vervotech is quickly becoming the mapping software of choice for all leading global companies operating in the travel and hospitality industry. To learn more about Vervotech and the ways it can enhance your business in the long run contact us: sales@vervotech.com
