guest messAging Guests communicate with most people in their lives over messaging apps , and hotels are starting to allow guests to talk to hotel staff in the same way . Select Starwood Hotels & Resorts properties
now use Let ’ s Chat service to allow guests to initiate contact with staff on their choice of
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messaging platforms , including SMS , What ’ s App , Icloud or Facebook Messenger . |
“ Because guests do not need to be in the hotel to use it , they have shifted how they interact with the hotel , including requesting cars , reservations and room service on their way back to the hotel ,” says Daniel Kerzner , vice president of digital , loyalty and partnership marketing with Starwood ’ s EAME division .
Hotel staff view
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messages from all guests regardless of the platform in a consolidated view , and the hotel ‘ s reply is sent back via the platform the guest used .
Hotels should consider their specific guest demographic and communication preferences when implementing messaging technology .
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