The Hospitality sector revolves mostly on two important aspects and those are the quality of services and providing customer satisfaction.Any customer looking in for hospitality services will yearn to get the best quality of services, whether they want to book a hotel or go out for a vacation. On the contrary, the hotel employees can use the medium of text messaging to inform about hotel booking, Wi-Fi details and other essentials to their customers.
Hospitality sector has been impressed with mobile messaging platform in terms of stability and increased safety, and at the same time being an easy to use tool.
How can Hotels use the effective medium of mobile messaging?
1. Real-time guest interaction: Hotel staff members can interact with guests using SMS. If the guest has any query regarding specific requests, or may want to know more about the local attractions of that particular place, then the hotel staff can send text message to their guests providing them with all the updated information.
2. Using automated messages option: Hotels can also set up automated messages, so that they can send some kind of general information through text in certain scenarios. For suppose, if the room status is fine, then the hotel staff can send automatic text to their guests about the room availability status.
3. Sending text messages as and when required: In certain scenarios, the hotel staff can send prewritten messages about breakfast availability or any other aspect that is related to their guests. This will eventually save the time of the hotel staff.
4. Welcome messages: Welcome messages act as a sort of icebreaker between the hotel staff and the new guests. In fact, Welcome messages makes the guest feel that they are at home itself. This will add a personal tone to the guests and make them feel special. This in turn can improve the relationship between the hotel staff members and the new guests. A simple example could be ‘Welcome to Regal Hotel, Patrick, hope you will enjoy your stay with us.’
5. Reservation Confirmations: Another most important area where text messaging can be used is when the guest’s reservation has been confirmed. The concerned staff can send an SMS will all the necessary reservation confirmation details. This gives the guest a sense of relief, as they have received the SMS regarding their reservation, which has been successfully confirmed.
As per a study, around 82% hospitality based companies strongly feel that the mobile messaging platform can effectively contribute in the generation of revenues to a considerable extent.
There was a study done wherein a particular hotel divided its customer base into two, say Type-1 customers and Type-2 customers. Type-1 customers had full access to using the mobile messaging medium, whereas Type-2 customers were left as a control group. The findings were quite astonishing as Type-1 customers had seen a 20% hike in Net Promoter Score (NPS). NPS is basically a measurement tool to evaluate as to how much customers are satisfied with a particular type of service.
Interactive text messaging is another key aspect, wherein guests can provide not only their feedback, but interact on certain aspects, for which they might need some relevant information. Further, hotels can send discount related offers to their customers for particular holiday packages through text messaging medium.
