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Guest text messages while checking in

How Text Messaging Will Give You an Edge in Hotel Customer Satisfaction

When you want to improve your hotel guest’s experience, it’s crucial to build up the ways in which you communicate with your guests. While emails and phone calls are useful, text messaging for hotels is an efficient and direct way to ensure that your customers are satisfied. Texting gives you instant access to your guests, and allows you to send out useful information any time that you need to. In addition, your customers can reach through text messaging to make reservations or to ask questions without picking up the phone.

Create Exclusive Deals for Your Text Messaging Subscribers

Customer loyalty is important in any industry, but especially in hospitality where competition is fierce. You want your guests to feel valued, and one way to do so is to create exclusive deals that only your subscribers can receive. When your guests feel special, they are more likely to be loyal to your company. When you send out deals through text messaging, make sure that those who are receiving these messages know that the deal is exclusive to texts. With SMS alerts for hotels, you can give your customers discounts on hotel stays, or offer upgrades when bookings are low.

Send Text Messages as Reservation Confirmations

Text messages are an easy way to let a hotel guest know that you have received their request for a booking. Whether the guests want to stay an extra night or is reserving a table at your restaurant, a quick text lets your guest know that the request has been received. While you can take the time to make a phone call to let your guest know the information was received, a text message is faster and a more direct form of communication.

Let Guests Know What is Going on in the Area

Guests feel cared about when you share interesting activities that are going on during their stay. Whether your hotel is hosting a comedy night, or there is a fun event in town, share these events with your guests through text messaging. You’ll be able to reach guests no matter where they are, and you’ll be providing great customer service at the same time.

Texting Can Be Essential for Communicating in a Crisis

It’s simply not possible to call every guest at once, but you can reach all your guests instantly through texting. With two-way texting, you can both send out alerts and also enable guests to respond to confirm their safety or give tips to law enforcement. A real-world example of using texting during a critical situation is Omni Dallas Hotel was able to use their texting platform to ensure the safety of staff and guests when the Dallas police shootings occurred in 2016. They sent a total of four messages during the crisis that allowed them to first alert employees about the issue and then give them the all clear when they hotel had been secured. They said about the whole ordeal that it brought them “great peace of mind to know that we can reach our entire team during events like this.”

Allow Guests to Order Room Service

When you have guests that would prefer to text an order rather than use a phone, text messaging in a room service order provides the opportunity. Once the food has been ordered, you can send out a text to let the guest know that their order has been received. Once the meal is ready for delivery, another text can be sent to the recipient to let them know the meal is on the way to their room. Text messaging makes ordering room service a more streamlined process.

Ask for Hotel Guest Feedback Right Away

It’s important to know if your guests enjoyed their stay at your hotel. If there is a problem, you’ll want to address this problem right away. When you send out a survey to ask for feedback when the guest checks out of your hotel, you are more likely to receive the feedback that you want. Guests will often answer the survey while traveling back home, when the stay is still on their mind. Keep the survey simple so that you receive clear answers to the questions you seek.

Text messaging is an essential tool when you are trying to provide quality customer service. With messaging in place, you can request customer feedback and offer deals that are exclusive to recipients. Texting offers an open form of communication that is clear and direct, giving you the ability to provide excellent customer service at all times.

Ken Rhie

Ken Rhie is the CEO of Trumpia, which earned a reputation as the most complete SMS solution including user-friendly user interface and API for mobile engagement, Smart Targeting, advanced automation, enterprise, and cross-channel features for both mass texting and landline texting use cases. Mr. Rhie holds an MBA degree from Harvard Business School. He has over 30 years of experience in the software, internet, and mobile communications industries.

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