Yet, hotels are in a bit of a technological limbo. We are one of the few industries that still use fax machines while providing guests with cutting edge technology, like digital keys. In the end, the decision to innovate comes down to what benefits the new service brings to the hotel, like a direct impact on guest experience, not how shiny or expensive the new software is. So, what do you, as a hotel, need to consider when bringing on a guest messaging platform?
When guests look for hotels, they’re trying to find the best experience; how far they will be from their destination, what amenities are offered, and more. Guests often need to speak with hotel agents for specific information, but don’t always have the time to wait on hold or dig through your website. Guest Messaging Platforms gives guests the ability to send a quick message to your staff, while allowing them to go about their day. The best part is that they don’t have to download another mobile app, they continue messaging your hotel the same way they already message friends and family.
Problem resolution or service recovery is also much simpler with messaging; survey metrics will rise considerably after you start using a messaging system in your hotel. Often, the primary challenge is not the actual resolution of an issue, but rather, those who score your hotel low tend to not report the problems in the first place. With a messaging service in place, it is easy to proactively identify and address any service concerns or guest dissatisfaction, resulting in a positive impact in your scores and loyalty.
Your staff will find that they are able to work more efficiently with messaging services in place. Prior to your guests’ arrival, your team will more accurately plan around given arrival times, work out any logistical barriers, and satisfy any pre-check-in requests, ensuring your guests start their stay on the right note.
Complaints are easier and less stressful to manage now. Your team will have more time to find solutions, and better solutions mean happier guests. Your staff will thank you for having no more angry patrons yelling in the lobby!
Messaging services will help your team build relationships with your guests and generate more ancillary revenue. By proactively ensuring guest satisfaction, your team will increase the likelihood of guests returning. Your hotel will be presented with more opportunities to keep your current guests happy — and it’s cheaper to keep them happy!
There’s no commitment, pressure or obligation.