When you implement a text messaging service for hotels, your ability to provide high quality customer service will improve. Tech savvy hotels understand that guests like to communicate through text messages because it is simple. With text messages opened over 98% of the time, this is the best way to reach your customers no matter where they are. Most people carry around a smartphone, and this means that communication is only a text message away. Whether you simply want to welcome a guest, or you are sharing local events, SMS texting allows you to communicate in the way your customers prefer.
Be Prepared for When Your Guests Arrive
Send out a text message the day before your guests arrive at your hotel and find out what time you can expect them. Use this information to be ready when they arrive. Ask if they need to be picked up from the airport or if they want a tour or map of the area when they arrive. Your guests will know that you are waiting for their arrival, and they will learn that your hotel provides great customer service from the start.
Ask for Feedback Right Away
A quick text survey asking your guests to rate their check in from one to five stars will give you feedback instantly. You can set up the system so that a rating of 1-3 stars gets sent right away to the General Manager, while an excellent rating of 4 or 5 stars triggers another text message with a link to give a review on a social media site. It’s an excellent way to problem solve poor customer service and get better reviews on social media.
Text Wi-Fi Information After Check-In
Wi-Fi information is almost always requested from your guests, so why not send a text message providing this information once your guest checks in? Your guest can save the message, making it easy to share login information with everyone in their party. If your guest is using a smart phone, sending a text with Wi-Fi information before they ask is a great way to show guests you are anticipating their needs.
Text About Discounted Upgrades
If you have a room upgrade to offer at a discount, let your guests know through a text message. If your guest responds that they want an upgrade, it’s time to get your guest into an upgraded room at a discounted price. Guests will appreciate an upgraded room, especially if they are staying for an extended period of time and are already enjoying your hotel.
Remind Guests That They Can Extend Their Stay
When you have availability, remind guests that they can extend their stay another night. While this may not be an option for some guests, others may take you up on the offer. Offer another night or two at a deep discount, and you may have a customer for life. You can also offer your guests a discount for a future stay, if they aren’t able to cash in your offer right now.
Quality customer service starts from the moment your guest books a room at your hotel and really never ends. Once a guest opts in to receive text messages, you can send out marketing materials at any time. Well timed messages will entice potential guests, but too many messages can be overwhelming. Text messaging is an excellent tool to integrate into your marketing. You will have the ability to reach guests no matter where they are, at any time, instantly.
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.