Minneapolis, MN -- February 19, 2019 -- Today, Atrium Hospitality announced a portfolio-wide launch of digital messaging platform, Kipsu, enabling guests to communicate with staff via texting and other digital messaging channels.
Atrium credits Kipsu for positive impact on overall guest satisfaction and guest survey scores for the expansion.
In an analysis of 44,000 surveys across 27 of Atrium’s properties, brand surveys scores increased across the board in all categories. In particular, Atrium's Embassy Suites Kansas City-International Airport saw a 21% jump in overall experience among guests using Kipsu compared to those that did not.
Guests also take note of Atrium’s dedication to digital service. One guest at Atrium’s Embassy Suites Omaha Downtown/Old Market remarked on renowned review site, TripAdvisor: “I received a text message in the morning wishing me safe travels….I also received another text when I departed thanking me for the stay and wishing me good travels. The best stay I’ve had at a hotel. Outstanding!!!”
Atrium first launched Kipsu at their Holiday Inn location in Springdale, Arkansas in July 2014 in a continued effort to be at the forefront of service and guest satisfaction. Since then, the Holiday Inn Springdale has messaged with over 5,000 guests about everything from room service to restaurant suggestions to special event requests.
After reports of rapid guest adoption at the Springdale location, Atrium launched subsequent properties in small batches, announcing today their intention to complete the portfolio rollout, adding Kipsu to 37 more properties.
Through their current partnership with Kipsu, Atrium Hospitality’s properties engage in over 20,000 digital conversations per month. Over the course of the partnership, the portfolio has interacted with over 350,000 unique guests, capturing over 1 million interactions. The Holiday Inn Sacramento Downtown-Arena boasts the highest guest engagement of the portfolio, consistently engaging in almost 1,500 conversations per month.
“Kipsu has enabled us to meet guests where they are and reach them through their preferred channels,” says Atrium’s VP Brand Relations & Quality Assurance, Cyndi McDonald. “Digital messaging ensures our teams capture feedback during the stay, before it reaches online outlets.”
Atrium aims to launch the remaining properties throughout 2019, with plans for the rollout to be complete by the start of 2020.
About Atrium Hospitality:
Atrium Hospitality is ranked one of the nation’s largest hotel owners and operators. Headquartered in Alpharetta, Georgia, the company oversees a portfolio of 82 hotels in 29 states, representing well-known brands such as: Hilton, Marriott, and IHG, among others. With nearly 10,000 passionate associates, Atrium operates 21,595 guest rooms/suites and approximately 2.3 million square feet of event space. Being a responsible community partner is a part of the Atrium culture, including supporting a range of civic and community activities. Atrium is proud to financially support the Clean the World® initiative of shipping recycled hotel soap and plastic amenity bottles for distribution with humanitarian purposes in communities domestically and around the world. In addition, several Atrium properties nationwide participate in Project SEARCH, a nine-month school-to-work program for students with intellectual and developmental disabilities. For more information about Atrium, visit www.atriumhospitality.com.
Kipsu is the industry leader in Real-Time Engagement, connecting service driven brands with their customers through texting and digital messaging. Kipsu currently partners with over 2,000 hotels operators and brands, facilitating nearly 150 million messages through SMS, Live Web Chat, Social Messengers, and In-App Messengers. Kipsu currently operates in over 30 countries in multiple industries including hospitality, retail, higher education, transit, and healthcare. For more information about Kipsu, visit www.kipsu.com.