High quality customer service is key in the competitive hospitality industry. With text messaging, you can set up a line of communication that is beneficial for both you and your guests. You’ll build up a list of subscribers you can text to, and your subscribers will get special deals only available through texting. It’s a great way to market your hotel and provide excellent customer service to the guests staying at your facility. Here’s how:
Make Your Deals Exclusive
You want your subscribers to know that they are getting deals that aren’t available to anyone else. Your goal is to keep the subscribers you already have, and continue to grow the database of those receiving text messages from you. Make the offer valuable, and let your customers know that it is only available through a text message. This will help you build loyalty towards your company and improve retention rates.
Send a Text Message to Confirm Reservations
Let your guests know that you have received their hotel room request by confirming the reservation through a text message. In addition, you can let guests know that they are all set for dinner reservations, or that the tickets they have booked are confirmed. You can also have guests cancel a reservation through technology, which will make it easier for you to keep track of what rooms are open.
Alert Guests About Area Activities
To raise your guest’s experience at your hotel, spread the word through text message about any interesting activities going on nearby. Whether your guests are already out on an adventure, or they are sitting by the pool planning their evening, a text message will get to them within minutes when something fun is going on in the area. Most text messages are read within a few minutes, so you can send out information on last minute events if you find out about something new your guests might love.
Use Texting for Room Service
Text messaging is a perfect way for guests to order room service. Once the order is complete, you can send a confirmation text to let your guest know the order was received. Once the order is ready, another text can be sent to let your guest know they can expect the order. Some guests may be nervous about using the phone if they do not speak the native language fluently. Texting can allow guests to take their time while they order, and it reduces the number of mistakes.
Request Hotel Guest Feedback through Text Messaging
Customer feedback is essential to running a successful hotel. You can send out a survey through text message within an hour after your guest checks out. The surveys can be filled out on mobile devices, making it possible for some guests to fill out the survey on their way home. When you get a good survey back, you can send out an additional request for the guest to post their review on social media. If you get a poor survey, you can contact the guest immediately and try to rectify the situation.
Quality customer service is essential in the hotel industry. When you implement text messaging into your customer service, you open up a line of communication that is smart and effective between your hotel and customers. To keep your customers happy, ask for feedback right away and give customers valuable deals that are only available through texting. When customers feel like VIP’s, they will be more likely to return in the future.
Author Biography: Ken Rhie
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.
