What you need to know about adopting a guest messaging platform for your hotel.
***Guest post from Whistle, a WebRezPro partner***
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 the benefits a new service brings to the hotel—the 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 give 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 on 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!
Choosing a Service
What do you need from a messaging service? We suggest reviewing the following:
Price – Fees vary between guest messaging platforms. Look for companies that fit your budget, and watch out for setup/installation costs and hidden fees.
Features – No two guest messaging platforms are the same; find the feature set that matches your needs. Some common questions to ask the provider are:
- Do you charge for user accounts?
- Is there a way to automate messaging?
- Can we communicate with international travelers?
- Which third-party systems do you integrate with?
- Do you offer a way to verify and collect messaging consent?
- Do you offer product training?
- What type of analytics or reporting is offered?
Impact – It is very important to find a platform with a proven track record. Ask for case studies, testimonials, references, and online ratings. Make sure your guest messaging platform will yield the highest return in value.
“An overwhelming success for our hotel… we couldn’t be happier.”
“The WebRezPro/Whistle Integration has been an overwhelming success for our hotel. Beginning within minutes after the customer makes a reservation they receive ‘immediate gratification’ with a welcome SMS message to let them know their reservation is complete. This helps us quickly establish a direct and personal line of communication with our customers so that we can easily assist them with any of their travel plans.
As a small, boutique hotel our front desk offers limited hours of availability and now we can clearly communicate reminders about check-in times and guests can easily alert us when/if they plan to arrive beyond our normally scheduled times which allows us to easily alter our schedules accordingly.
Once a guest checks-in, Whistle quickly delivers answers to commonly asked questions such as Wi-Fi code, etc. From time to time as information changes we can easily update our canned messages in Whistle without any expensive printing costs or communication delays. Really, I just can’t say enough about the WebRezPro/Whistle Integration, we couldn’t be happier.”
— Topher Swanson, Co-Owner, The Fred
Whistle is the number-one rated Guest Messaging platform. With over 85% of travelers carrying their smartphone, Whistle allows hotels and guests to communicate via SMS Text Messaging and Mobile Messaging pre-, during, and post-stay. Whistle enhances customer service through real-time guest engagement, helping boost service scores while streamlining internal communication and operations through team messaging.
For more information, please visit: www.TryWhistle.com