What is Guest Messaging?

Guest communication in hotels is a front-end activity that allows direct messaging of guests through the various online media platforms in real-time. This include, and is not limited to, the initial contact or when a guest is booking or when you confirm a booking to the follow-ups you make after a guest has checked out of your facility.

In the current context of the hospitality environment, guest communication in hotels is no longer limited to phone calls and mail communications. Convenient and fast technologies viz. messaging apps, SMS, and web platforms help the hotels to keep connected with the guest.

Guest Messaging – The Evolution

The artificial live guest messaging in hotels has been revolutionized over the years. Where once it was only phone and face to face contacts, it has turned into a highly technical and complex contact, global contact. The advancement in communications and points such as smartphones and applications used in exchanging messages add on to the values that guests wish to be provided when making their choices about hotels to book in.

Fundamental Components of this Guest Messaging

• Real-Time Communication: Customers want their queries, for instance, during check-in for a meal delivery or tour guide, answered on the spot.
• Personalization: Personalized communication, using a guest’s name or recalling previous orders or other preferences, make guests happier.
• Convenience: Features like messaging encourage guests to go about their business while still keeping them connected and happy.

Why is Guest Messaging Important?

Guest messaging in hotels is not a luxury – it’s one of the practice points that define successful hotel operations today. Here’s why:

• Improves Guest Satisfaction: Instant and effective communication enhances the experience of guests and they feel privileged.
• Boosts Operational Efficiency: One of the advantages of the messaging platforms is that many guest requests can be handled within one messaging platform thus conserving time and resources.
• Enhances Personalization: By identifying the actions of the guests, the messaging tools allow the hotels to truly deliver highly personalized services.
• Increases Loyalty and Retention: Well-taken care customers tend to revisit the particular property and even recommend the same to other prospective clients.
• Drives Positive Reviews: Efficient and clear communication prevents customers from complaining and persuades them to say pleasant things.

How Do Hotels Interact with the Guests?

Hotels use a variety of methods to communicate with guests, depending on the stage of their journey:

Pre-Arrival Communication:

• Follow up emails such as a booking confirmation and a welcome email shall be sent.
• Dealing with information about check-in and check-out, preferred room arrangement or suitable attractions to visit.

On-Property Communication:

• Interacting with customers through specific services such as room service, housekeeping through application or message.
• Communicating with guests including the event, promotions or dining services available in the hotel.

Post-Departure Communication:

• Surveying or following up with thank you messages to customers for their input.
• Using email replies to personalized clients and providing them with incentives to come back for more.

Current guest messaging in hotels mostly employs the use of mobile applications such as WhatsApp, Facebook Messenger or hotel specific messaging services since they are faster and more reliable than traditional modes of guest communication such as emails and telephone calls.

What is Guest Messaging Software all About?

Guest messaging software is a technological system that is intended to improve the communication processes between accommodation providers and users. It serves as a hub where hotels can originate, receive, and triage messages, across different media – SMS, email, applications & in-app chat included.

The segregation of guests’ communications into separate tools is also eradicated since the software compiles all interactions. Starting from basic pre-arrival inquiries, to in-stay and check out requests and everything in between, guest messaging software provides for continuity in communication.

The Characteristics of Guest Messaging Software

Multi-Channel Integration

Allows to communicate using text messages, WhatsApp, Facebook Messenger and others.

Enables staff to reply to guest questions and concerns on various channels simultaneously.

Real-Time Messaging

Lets them respond to requests from the guests immediately, for example a change of room, a table reservation or a repair in the room.

Shortens response times thereby increasing guest satisfaction.

Automation

Guest messaging platforms save time by sending follow-up messages such as booking confirmations, welcome messages and follow up surveys to guests.

Chatbots can answer simple questions to minimize staff work and maintain efficient work.

Guest Feedback Collection

Enables hotel providers to capture feedback in real-time to address previously unrecognized issues, and enhance the quality of their provisioned services.

Personalization

Guest messaging apps help to track guest history and some preferences so as to create and send out tailor-made messages and services.

For instance, giving a guest a discount on a spa because they used the spa when they last visited a hotel.

Analytics and Reporting

Gives information on the types of communication taking place and degrees of guest satisfaction or responses from the staff.

Assists the hotels in visualizing and selecting the most effective communication plans.

Advantages of Guest Messaging Software

The advantages of guest messaging software for hotels include:

Enhanced Guest Experience: This is always satisfying to guests and makes them feel valued courtesy of fast responses to their requests.

Operational Efficiency: Guest requests are handled separately which means that for instance, staff can be handling a number of guest requests at the same time thus enhancing efficiency.

New Business Prospects: Provides the chance for cross selling and for offering promotions tailored to specific clients. For example, using the customer’s stay at a facility to send a message alerting them of a discount on dinner reservation.

Improved Guest Loyalty: Happy customers will be loyal customers and will always refer friends to the hotel.

Cost Savings: Eliminates or decreases the number of phone calls as well as other paper based efforts, reducing operational expenses.

Centralized Communication: One advantages of guest messaging software is that it brings in all the guest touch points into one package making it easier to handle by the staff.

Use Cases That Reveal the Utility of the Guest Messaging Software

Pre-Arrival: Fully automate an acknowledgement of the bookings made, provision of directions towards the hotel and last but not least meeting special requests.

During Stay: Serve telephone calls for room service, pop wake-up calls or get details about events around the community.

Post-Departure: Convey thank you messages, gain feedback, and market your future stay communications.

From the paper, it is clear that with the help of guest messaging software, hotels can create a more successful and effective direct and individualized communication with guests, thus increasing overall satisfaction and repurchase intention.

Categories of Guest Messaging Tools for Businesses

Guest messaging solutions can be of different types, and all of them are developed to solve certain problems within the sphere of hospitality. These tools optimize communication, management, and also effectively increase customers’ satisfaction. Here are the primary types of guest messaging tools:

1. Messenger for Business

Current applications which include WhatsApp, Facebook Messengers, and Instagram Direct now have business facilities that make it easier for hotels to talk to their guests.

Key Features:

• Instant Messaging: It also allows guests to send questions, and for the staff to answer them immediately.
• Multi-Media Support: Enables the exchange of photos, contracts and videos including the menu, location or layout of the hotel.
• Business Profiles: Ensures the hotel has a professional front to customers with hotel information such as the location, telephone, fax numbers and working hours.

Benefits for Hotels:

• Ease of Use: The users are already using these platforms and the protocol of the organization would not be strange to them.
• Cost-Effective: No setup is needed and can happen in the current established channels.
• Real-Time Interaction: Shortens response time bare and makes certain guests have the best experience during their time at the venue.

2. Chatbots

Chatbots are AI based tools that enable the devices to respond to simple guest queries and requests. These are the best to run because they are always open meaning that there is always a reply when guests inquire.

Key Features:

• Automated Replies: This kind functions as a script and it deals with commonly asked questions, for instance on check-in/check-out times or what services are available.
• Natural Language Processing (NLP): Can recognize and address guest queries in casual language.
• Integration with Systems: An integration can be made to communicate with other booking engines, property management systems, and payment gateways.

Benefits for Hotels:

• Cost Savings: Helps to avoid hiring extra employees.
• Consistency: Provides standardization on typical questions posed to the organization.
• Guest Convenience: Gives instant responses which is a plus to the guest.

Example Use Cases:

• Customers who seek walking or driving directions.
• Booting up and suggesting possible room upgrades according to space.
• Helping to check on a booking request, or substitute it.

3. Guest Messaging Platforms

Integrated booking technology creates a specific app for all guest communication in hotels. They are specifically designed for the hospitality industry and provide convenient guest messaging solutions, which are not limited by simple messaging functions.

Key Features:

• Unified Inbox: Aggregates Communication in multiple platforms like text, SMS, E-mail, Whatsapp, etc in one screen.
• Team Collaboration: Facilitates the ability of several personnel to communicate with guests effectively.
• Automated Alerts: There is always a timely acknowledgment of fast-approaching guest call requests to the staff members.
• Feedback Tools: Enables customers to rate their experience or suggestion in the particular place directly.

Benefits for Hotels:

• Centralized Communication: Guest messaging application saves much time that would otherwise be used to switch and use different tools in one’s hands of the staff.
• Scalability: Great for independent hotels and as well as welcoming bigger brands…
• Personalization: Retains guest history and preferences as a way of sending messages and providing specific services to the guest.

Example Platforms:

HOP by iNPLASS: A fully integrated guest messaging application that includes voice, text, and pictures used in updating the guests, housekeeping and operations.

Kipsu: Focused on in real time guest communication in hotels, as well as getting feedback from guests.

Choosing the Right Tool

On this account, it is crucial to choose the right tool depending on the sizes of that hotel, the amount of money that is available or can be spent on this activity, and the requirements that your hotel’s operations pose to you. For single properties, enhancing customer communication through ‘’Messenger for Business’’ will be useful and effective, but for big hotels with more customers a guest messaging tool is paramount important to cater for the demands of the many guests.

What is iNPLASS?

iNPLASS is a solution for managing hotel operations that has been developed to turn the hospitality industry on its head through the application of intelligent processes and procedures. It offers a set of tools ranging from guest communication management to housekeeping and staff collaboration tools; iNPLASS concentrates on communication enhancement and operational automation to make the hotel’s performance guest-oriented.

Key Features of iNPLASS

HOP by iNPLASS

• HOP by iNPLASS is the key operational system for managing the workings of a hotel.
• Combines the work of the communication department, housekeeping service, and the front desk.

Guest by iNPLASS

• Communications are real-time guest communication hence enabling hotel organisations to communicate effectively with its guests.
• Guest by iNPLASS enables individual guest experiences, helping to increase overall satisfaction and satisfaction in the capacity of returning guests.

Staff by iNPLASS

• Provide hotel workers with mechanisms that enable them complete tasks more efficiently and in sync.
• Staff by iNPLASS ensures smooth management of guest’s request and possible operational activities.

Mobile Accessibility

• Furnishes interfaces usable on portable devices, thus allowing the staff to control the processes using portable devices.
• Mobile applications are installed for guest engagement in their journey with the hotel, thus improving ease.

AI Integration

• AI chatbots help to respond to frequently asked guest questions and fulfill standard requests.
• Is able to offer analytics to enhance overall management of hotels and guests.

Why choosing to use iNPLASS is Advantageous to Hotels

Simplifies Hotel Operations

iNPLASS integrates many systems resulting in one application that eliminates the challenge of managing several systems within a facility.

Enhances Guest Communication

Real time messaging also makes it easier for guests’ questions and needs to be addressed immediately.

Improves Staff Efficiency

Outsourcing mundane chores for the staff can enable them to develop and design unique experiences for their guests.

Scalable Solution

iNPLASS can be applied to minimize and luxurious hotels as well as to small and big hotel chains and is flexible enough to address the requirements of changing hotel business.

Also Checkout: How iNPLASS is Leading the Digital Transformation in Hospitality 

Use Cases for iNPLASS

Pre-Arrival Communication

• Sends Booking confirmations and Welcomes messages automatically.
• Inform the guests about directions, or places of interest.

On-Site Interaction

• In combination with the other applications it transmits the requests coming from the guests or regarding room service and maintenance or any other requirement in real-time.
• Provides customer relevant suggestions for restaurants, services of a spa or even concerts.

Post-Stay Engagement

• Gathers some types of guest feedback and promotes reviews.
• Offers targeted deals to travel back in an attempt to fill up their calendars.

Recognition and Impact

iNPLASS has been awarded by various market leaders such as Gartner Digital Markets Based on the overall customer satisfaction rating. A rapidly expanding network in India and beyond, iNPLASS is revolutionizing hotel management and operation as well the traveler experience.

Checkout: iNPLASS Recognized by Gartner Digital Markets for Transforming Hotel Operations

How iNPLASS Improves the Hospitality Industry Guest Experience

iNPLASS has revolutionized the concept of hospitality management by incorporating technology and functionality, combined with customization into one system. Thus, iNPLASS insists on guest communication in hotels, operational, and automation strategies, and every part of hotel business gets improved through iNPLASS to guarantee guest satisfaction and loyalty.

1. Instant Communication with the Guest

Guest satisfaction is usually determined by the ability of the service provider to meet the guest’s concern or provide a requested service promptly and efficiently and that is why iNPLASS has included real time communication tools.

Instant Messaging: The guest messaging app allows guests to be able to communicate with hotel staff in any way they prefer using chat, text or WhatsApp.

Immediate Responses: Chatbots can answer the most frequently asked question much faster while the staff are engaged to answer the most complicated ones.

Two-Way Communication: Enables quick delivery of all the operations that may involve guests and the employees, with all the discrepancies being solved immediately.

Example: A guest needs more towels using the application, this alerts the iNPLASS housekeeping team with the expectation that the request will be rectified in a matter of minutes.

2. Personalized Guest Services to Meet Unique Needs

Stakeholder engagement is paramount and hence it is a core of iNPLASS use of guests’ information to provide the right services and messages.

Preference Tracking: Maintains details of guests, including their preferred rooms, foods, and activities to be able to recommend to them.

Customized Offers: It offers such alerts and incentives as a coupon code for frequent spa guests who have often visited wellness facilities.

Welcome Experiences: Automated guest greetings such as their name, and details on their stay at the hotel or resort.

Example: Repeat customers get their preferred configuration of the room, certain types of pillows, and beverages which they had on their previous stay.

3. Efficient Operation with Structural clarity

Sustainable and effective operations are contributions to the actual smooth running of customer services to rapport with the guests because iNPLASS improves all working operations and makes them automated and integrated.

Task Management: Manages staff schedules, and monitors task fulfillment of requests such as room service or maintenance issues.

Mobile-Friendly Operations: About the particular tasks, the staff is enabled to change the status or even communicate regarding the same on the move thereby avoiding some downtimes in productivity.

Integrated Systems: Integrated with guest messaging in hotels, keeping, and maintenance control allowing for no operational gaps.

Example: A guest complains that their air conditioner is not working properly An action is taken before it was escalated to the maintenance team. The details are relayed back to the guest as soon as they are sorted.

4. Proactive Engagements Throughout the Guest Journey

iNPLASS makes certain that hotels remain engaged with guests at all touch points beginning from the pre-arrival, during the stay, and/or post-stay.

Pre-Arrival: Sends booking confirmation and directions to the venue and promotional messages for sales promotion.

On-Site: hood is used to inform the guests of these events, specials in restaurants and cafes, or tourist attractions in the city.

Post-Stay: Saves customer feedback and sends relevant offers to the clients to attract them again.

Example: Similarly, when a guest is using the hotel’s services, there is a reminder from iNPLASS, informing the guest about a special offer in the hotel’s restaurant; at the same time, the restaurant gets more profit and the guest – gratitude for the bonus.

Customer Communication Difficulties, Expenditure and Benefits

Thus, guest messaging solutions have great potentialities, however, the realisation of these solutions entails several problems and requirements. Knowledge of such aspects enables hotels to make decisions on the right guest messaging platforms to incorporate in their operations.

Challenges in Guest Messaging

Main Considerations of the Integration with Existing Systems

A lot of hotels work with outdated technological systems in their establishments that can fully integrate with current guest messaging solutions.

Failure to integrate can result in situations where people work in isolation, something that is not healthy for business since it is many times expensive and time consuming.

Staff Training and Adoption

There are dire consequences of switching to a new messaging platform; training the staff on how to use the new system is needed.

Employers that are resistant to change and those that employees are not well conversant with technological inventions can delay adoption.

Ensuring Data Security

The use of messaging systems in handling sensitive information of the guests such as personal information, payments for services, is dangerous when the security systems aren’t strong enough to avoid such breaches.

Bombarde Staff with Messages

Large amounts of messages, particularly when there are ‘bursts,’ may become detrimental to employees if the system is not properly designed.

Maintaining Consistency

If messages are handled by several staff members, guest response might be half-baked and bring negative effects to guests.

Challenges Incurred While Adopting Guest Messaging Solutions

Initial Setup Costs

Guest messaging platform acquisition, whether through subscription or purchase, involves acquisition costs.

It is also great to note that the costs of the solutions will also depend on the additional characteristics or expandability.

Integration Costs

Some integrations with property management systems (PMS), Customer Relationship Management (CRM) or other hotel software can be also pricey.

Training Costs

Some of the challenges that can be associated with the effective implementation of the platform includes; Cost and time that is required when teaching the staff the different ways of using the platform.

Continual Upgrade and Repair.

Subscription, Updates and system maintenance where there are constant charges make up the repeat costs.

Thus, the benefits usually outweigh the costs, when they are used deliberately.

ROI for Guest Messaging Software

The guest messaging software payload shows the ROI that can be achieved through the improved operations, improved guest satisfaction, and improved revenue.

Enhanced Efficiency

• Since automation is used in such a manner to decrease the burden of work done by staff, they can give attention to such methods where successful results could be anticipated.
• Centralized communication saves time that is lost due to a loosely coupled system.

Increased Guest Satisfaction

• Quick replies and individual communication enhance guests’ reviews and corporate loyalty.
• This positive aspect ensures the mouth advertising and repeated business is encouraged.

Revenue Growth

• Mobile apps also capture potential upsell and cross-sell business opportunities, like the promotion of the spa services or business extenders like late check-outs.
• Understanding information systems, trends are derived enabling the organization to optimize its services given the needs of its guests.

Cost Savings

• Together with the usage of social networks, it contributes to the reduction of the frequency of phone calls which takes time and money.
• Most issues when dealt with in advance eradicate complaints hence cutting down compensation expenses.

Real-World ROI Metrics

Hotels that implement guest messaging strategies often report significant improvements in their operations and revenue:

• 20% Reduction in Staff Workload: This set up frees up the staff to handle more complex articulated queries.
• 15% Increase in Guest Satisfaction Scores: Quick awareness and efficient communication brings more satisfying experiences to the guests.
• 10-25% Boost in Ancillary Revenue: Targeted messages also result in more revenue from additional services in the up selling technique.

The theme of this paper is Topics in the Management of Pressure and Opportunities.

Thus, despite the fact that an organization has to spend considerable sums to introduce guest messaging application, the benefits of the latter outweigh the costs deep in the long run. When choosing the right guest messaging platform to implement in the workplace, the staff of hotels and their guests are the biggest winners.

Also Checkout: 7 Best Hotel Yield management Strategies

Best Practices for Guest Messaging

Estimating the guest messaging is a powerful method, but depends on how this method is applied. Adhering to the best practices means that the communication process will be smooth professional while avoiding communication pitfalls safeguards the image of the brand.

Do’s of Guest Messaging

Be Prompt and Professional: Attend as many guest queries, as is possible, in order to avoid dissatisfaction.

Be courteous and formal with your words even when talking to one another.

Personalize Messages: Greetings should be done by the names and where there is a catch, preference should be made which will help in making the guests to be comfortable.

Use information from the guests’ history, or from their stay, to send customized suggestions.

Use Automation Wisely: Send out automated messages for simple tasks such as confirmation for bookings, greetings to clients or customers, and follow up on end reports.

Make sure that the information given by the chatbots is correct and transfer more complicated questions to personnel.

Maintain a Unified Tone: All Front Desk staff should maintain the correct language, lig characterization when addressing guests.

Respect Guest Privacy: Follow the protection laws regarding data and refrain from sharing any information deemed sensitive without permission.

Don’ts of Guest Messaging

Avoid Over-Communication: It is also unwise and annoying to send constant messages to the guests. Do not aim at the number of interactions but the quality of the interactions that are done.

Don’t Ignore Feedback: It is unfortunate that most businesses leave their guests unsatisfied and do not take any appropriate action. Complaining issues should be addressed promptly and with due respect to the individual that is complaining.

It’s important not to solely rely to Automation: Although the intelligent assistant is of a great use, it is impossible to deny the importance of the human factor when answering guests’ questions.

Avoid Generic Responses: Guests may not appreciate impersonal and mechanical responses as it makes them feel like they are unworthy.

Don’t Skip Training: Make certain personnel attends to guest communication channels effectively in order to get the most of the tools.

These are some of the Hotel Guest Communication Tips Every Hospitality Pro Should Know.

Develop a COMMUNICATION MAPPING PLAN

Explain each of the main stages in the guest journey and decide where and when to send promotional messages to guests.

Leverage Visuals

They should use images; videos or infographics in order to incorporate more messages to the relevant audiences.

Measure and Optimize

The results of the guest messaging strategies should be monitored at least once a week by comparing response times, feedback scores and engagement rate.

Provide Multilingual Support

Highly recommend that the current message offering is translated into other major languages to capture clients from the targeted international markets.

Celebrate Milestones

Congratulations messages or some gifts for special occasions such as anniversaries or birthdays of consumers.

Conclusion: Guest Messaging in the Future of HOTELs

The use of guest messaging in hotels has become a must-have rather than a wonderful addition to the hospitality industry. By applying technologically advanced solutions such as iNPLASS, practice can be brought into communication and overall guest experience as well as operational efficacy. In all the above aspects, including automating everyday tasks, recommending solutions and accommodating the feedback, guest messaging platforms become the backbone of the modern, guest-oriented approach to hospitality.

In this efficient and competitive climate for clients it is possible for the hotels to go beyond the ordinary and meet and even go beyond the forecasted guest expectation thus creating that much needed loyalty in a highly competitive market.

Seeking an alternative strategy for your brand’s guest communications in hotels? Discover the entire product lineup of iNPLASS and level up your hospitality game now!