Published:
October 28, 2022
The travel industry had to get creative when regulations to keep everyone safe during a global pandemic were put in place, then constantly changed, then changed some more.
With this came a lot of innovation in the hotel tech space, and a lot of these features are here to stay. From mobile key allowing guests to check in digitally, to customized housekeeping schedules, to hotel texting, there’s now a way to completely accommodate those wanting a contactless experience.
Many hotels stopped daily housekeeping service for multi-day stay during the pandemic, to limit contact and operate on lean teams. Tools like hotel guest messaging not only help make guests aware of these changes, but allow them to request cleaning, new towels, or other amenities easily.
By communicating with guests on when they want their rooms cleaned—and keeping a record of this for the future—teams can save resources and operate more efficiently. Plus, guests are getting what they need at the touch of a button.
One example of this is the portfolio of hotels under Byrd Enterprises. Using hotel guest messaging, housekeeping and front office teams communicate with guests for all maintenance and cleaning requests.
More environmentally friendly, this system is also just plain convenient for guests. Instead of having to vacate the room every day of their stay for housekeeping, guests can simply ask for extra pillows, forgotten toothpaste, or a late check-out via text message.
Housekeeping isn’t the only thing that’s been revolutionized by hotel tech. Physical key cards at hotels are becoming a thing of the past—now, guests can check in virtually with their smartphone. With a completely contactless check-in, guests are allowed more flexibility and hotel teams aren’t inundated with queues at the front desk.
Often via a hotel brand app, mobile key gives guests more control and freedom over their stay. Plus, it can increase brand loyalty as more people download the app for the digital check-in feature, as well as to book directly, earn rewards points, and more.
Mobile key is also cost-efficient for the hospitality industry—hotels can save on the cost of printing key cards that are lost or stolen, and reduce the amount they order overall.
Hotels can also avoid the cost of printing new hotel key cards for those lost or stolen. For these reasons and more, over 95% of hotels are considering using mobile key at their properties, if they don’t have it already.
Providing another channel for communication between guests and staff proved essential during the harder months of the pandemic, Emily Stroud of the Georgian Bay Hotel & Conference Centre, explained.
“Kipsu adds another level of communication that speaks to how the guest is feeling at that time,” she said, mentioning that texting for hotels allows guests to bypass the lobby and go straight to the room.
“We don’t know the situation of our guests, they could be high risk or someone they love is high risk,” Stroud said. “Kipsu allows us to communicate with them on the same level.”
Being able to tell guests about restrictions and offerings pre-stay is also a benefit of hotel texting services, so guests can be informed before they arrive. “Guests seem to appreciate having Kipsu as a line of communication to stay away from people [if needed],” Stroud said.
Reviews for the hotel text messaging system at Georgian Bay are “glowing,” she added. “You know it’s providing a service to them and helping our team. The best way [to communicate] really is to text us.”
One guest even left a review stating, “One thing that really impressed me was the fact that they would text us to ask us if we need anything & we could easily text them if we did - such a cool and modern way to keep in touch with guests.”
This ability to communicate via hospitality messaging was key during the thralls of the pandemic, when nurses, doctors, and first responders stayed at the Georgian Bay Hotel for periods of time to protect their families.
“We opened our doors to these professionals so they could protect their family members while they were helping to fight COVID,” Stroud said. “They really appreciated Kipsu and being able to let us know their changing schedules.”
These essential workers were also thankful for contactless communication via hospitality texting to keep the hotel staff safe, she added.
Learn how guest messaging for hospitality creates a safe line of connection for both guests and staff, or schedule a conversation with our team today!
Curious to learn more about Kipsu and digital messaging? Connect with a member of our team to get all of your questions answered.
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