Whether on holiday or at home, almost all young people (90%), but also more than two thirds of over 65-year-olds, are in close contact with their families and friends via messenger services such as WhatsApp and Co.* Chatting is now an integral part of everyday life and one of the most popular ways to communicate. Hosts should also take advantage of this. Without having to search, call or wait at reception, hoteliers can answer their guests’ questions in no time at all – this strengthens guest loyalty, reduces workload at the reception desk and also increases direct bookings. But how do hoteliers use chats and push messages best?
Digital insight
Digital communication is more important than ever. Social media, website chats or even messengers such as WhatsApp, Facebook Messenger and the like are often the means of choice today when it comes to simple informal communication. Chats in combination with push notifications are also being used more and more frequently between hotels and guests. They simplify communication – no matter how great the distance between the two parties.
Consistent, uncomplicated and friendly interactions between guest and host are ultimately the prerequisite for positive experiences and lasting relationships. And this is exactly what hoteliers should encourage with every contact. Starting with inspiration, through to planning, booking, the stay and after departure. Along the entire guest journey, chats and push messages, for example, make the guests’ stay more comfortable and quickly clarify open points.
Convenient, digital guest communication
In addition to online search engines, Digital Guest Directories are also very popular with guests as a source of information. Hoteliers use these to provide their guests with everything they need: Important information about the hotel, personal restaurant recommendations, great excursion destinations and direct enquiry and booking options. Everything that would otherwise involve endless internet research is now always available to guests on their own smartphone. Digital communication via their own device (Bring Your Own Device, or BYOD for short) is also particularly user-friendly, as guests are most familiar with their own device.
Chats: intuitive and fast communication
Whether guests want an extra pillow or have questions about check-out, hosts and guests can exchange information quickly and easily via a dedicated chat – just like a conversation between friends or acquaintances. It doesn’t matter whether the guest is currently in the hotel or on the go. Even if the guests cannot be reached directly, messages are stored temporarily and delivered later. This is also how the chat works via the Digital Guest Directory by Hotelcore:
- Guests open their accommodation’s Digital Guest Directory, enter their requests or questions in the message field and send them off. It’s very straightforward, without having to register.
- The hotel team receives the guest message – for example by e-mail. Hosts or the team at reception also reply in the same way – without any detours.
Tip: Don’t just respond to your guest’s request, but also ask for a review, for example, or point out the evening menu or free wellness appointments. - To make sure the guest doesn’t miss any messages, they will be informed of new messages via push notification on their smartphone or tablet. Back in the chat, they will of course find all sent and received messages in chronological order – just like you would expect from messengers.
Push messages: targeted information and offers
People pay particular attention to push messages because they convey a high level of relevance to them at all times. Instead of getting lost in the guest’s email inbox, the push message appears directly on the smartphone screen. Guests read them just as quickly. They are therefore not only an efficient tool in conjunction with instant messaging, but also for increasing sales. The right information at the right time can work wonders and increase your occupancy rate: a current wellness offer, free appointments, information about the evening menu or exciting excursion tips.
One content management system, countless possibilities
With the Hotelcore editorial system, the right timing is no problem, as push messages can be conveniently scheduled. By selecting the right group of recipients (departing travellers or in-house guests), hoteliers can ensure that relevant messages reach the right target group.
The system also allows hosts to manage and maintain all relevant accommodation content online at all times. With just a few clicks, they can add news to several outlets at once, such as the Digital Guest Directory, the Hotel Newspaper and the Info Channel. This is important, as every guest prefers a different way to get information and communicate – but it also means a lot less work for hoteliers and the like.
Advantages for hosts:
- They optimise internal work processes and reduce the workload at reception thanks to simplified procedures and fewer unanswered questions.
- You provide (potential) guests with comprehensive information. This makes the decision to book a stay or an additional service easier and increases turnover.
- They remove language barriers. Written communication facilitates the exchange between guests and employees who do not speak the same language. Especially if your team members use the Hotelboard to communicate with guests or with each other. They also provide information in several languages in no time at all.
- They resolve issues immediately and don’t have to wait for reviews to find out about them, because not every guest goes to reception with a problem. This allows you to transform negative experiences and create a positive guest experience.
Would you like to enhance your personal guest communication, chat with your guests and use push messages effectively?
Get in touch with us, we’ll show you how easy it is!
* ARD/ZDF online study 2022: https://www.ard-zdf-onlinestudie.de/tabellen-onlinenutzung/social-media-und-messenger/messenger/
