Implementing new technology can be a tough decision for hoteliers. Will it provide a better experience or will it add more chaos? Guest messaging is becoming increasingly popular at hotels, and there are several reasons why. Not only does hotel texting benefit your team, it elevates your guest experience. There are several reasons why guest messaging is on the rise, so let’s look at these six benefits of guest messaging.

1. Boosts team efficiency

Phone calls and walk-ups demand a nearly immediate response for guests. When a guest asks a question, they are expecting it to be answered on the spot. With messaging, however, teams can take up to 5 minutes to respond to a guest and the conversation still feels real-time. You can address questions quickly through text while you are checking in your next guest. Additionally, with guest messaging features like suggested replies, all it takes is a few clicks to grab a pre-written response to commonly asked questions and send it out. Kipsu also integrates with most of the top PMS systems in the industry, making it a seamless experience and reducing the stress on your staff.

2. Engages with guests in an accessible way

Texting has been redefined as a crucial mode of communication between companies and their customers, marking a significant shift in business interaction, especially in the hospitality industry. Almost 90% of consumers prefer texting over phone calls. If most guests have a preferred method of communication, you should adapt to those preferences. Think about it: if a guest is spending the day in town and they have a question they want answered before they get back to the hotel, they can simply send the front desk a text message without interrupting their day. Guest messaging makes communicating between staff and guests more accessible in almost any scenario.

3. Finds an opportunity for service recovery

Rectifying a bad experience can turn a one-timer into a regular and improve your customer retention, because righting a wrong builds trust. That’s where guest messaging can come in and save the day. Sending a mid-stay status check to your guests offers an opportunity to resolve any problem that may have gone unnoticed otherwise. These service recovery opportunities are the chance to boost your reviews and gain a loyal guest. If your guest can trust that, in the event of a mess up, your staff will show up strong, that’s something to write home about.

4. Keep your conversations documented

One of the biggest benefits of guest messaging is the ability to keep guest conversations documented. Text conversations means your staff can review what was said before to better help guests. It also means managers can review conversations to find request trends, identify how to improve on guest service, or pinpoint specific moments to praise staff for their excellent work. If conversations only take place over a phone call or face-to-face, you have to rely on memory, and things may get lost in translation. Let guest messaging keep conversation logs for you.

5. Creates more personalized moments

The demand for unique and personalized experiences continues to grow, which means hotels have to put focus on providing individualized service for their guests. Hotels can use guest messaging to create more unique and catered experiences. These little moments are what turn great experiences into stellar reviews, guest recommendations, and increased brand loyalty. 

6. Increases survey scores and reviews

Time and time again, guest messaging has improved hotel scores in key categories like overall guest satisfaction and intent-to-recommend. Guest messaging is a tool that makes it easy to fulfill guest requests, provides another touch point to create special moments for guests, and creates an approachable channel for guests to address their concerns. All of these add up to elevated experiences to praise about. Many hotels have seen TripAdvisor reviews that mention how guest messaging made their stay that much better.

If you aren’t convinced yet, check out our guide showing the quick ROI hotels have by implementing Kipsu. If you’re curious to learn more, schedule a conversation with us today!

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