Zingle ’ s intelligent messaging technology across its global portfolio to offer a two-way hotel chat at more than 1,000 properties in 68 countries , allowing employees to attend to guest needs and requests almost immediately .
Through the two-way chat system , Hyatt can seamlessly address any pre-arrival questions , on-site assistance during a stay or feedback after check-out via SMS text , in-app or popular social messaging apps like WhatsApp .
The 56-room Bellmoor Inn & Spa at Rehoboth Beach , Delaware , uses a texting platform called Akia , specifically because the software addresses a real time need for instant guest communication .
When the pandemic exponentially increased the need for instant communication , the property and Akia developers then launched Bellmoor ’ s first ever contactless check-in facility . The team at Bellmoor now use this feature daily , which enables their guests to preregister and pay for their room from their phones even before arriving on property .
At Charlestowne Hotels , guests are sent text messages , including pre-registration details in the form of a URL that leads to a web form where guests can complete their online check-in , request changes , communicate any needs or add packages . The Charleston , South Carolina-based hotel management company uses this as an opportunity to add more services or generate ancillary revenue opportunities . Instay technology is also conducted via SMS .
“ The in-stay SMS platform connects to an operational platform that allows our front
WE FAVOR SMS AS IT HAS A MUCH HIGHER OPEN RATE THAN EMAIL . ULTIMATELY , EMAIL AS A COMMUNICATION MEDIUM DOES NOT MEET THE REQUIREMENTS TO ACCOMPLISH THESE GOALS . SO , SMS TECHNOLOGY WAS THE LOGICAL , BEST FIT TO MEET OUR REQUIREMENTS .
– MAX SPANGLER
desk team to know where guests are and have real-time , two-way communication ,” explains Max Spangler , Director of Technology , Charlestowne Hotels . “ We favor SMS as it has a much higher open rate than email . Ultimately , email as a communication medium does not meet the requirements to accomplish these goals . So , SMS technology was the logical , best fit to meet our requirements .”
Charlestowne takes an omnichannel approach to communicate with guests in their preferred channel , whether through WhatsApp , Messenger or SMS . Being channel agnostic helps them to optimize service delivery and convenience for guests , Spangler says .
ENABLING STAFF COMMUNICATION These platforms also enable communication among various staff departments , deemed a critical component to efficiently streamline workflow .
Spangler says Charlestowne ’ s communication system works out as a simpler , cost-effective solution
compared to traditional radios . While it does not eliminate the need for radios entirely , and in some cases ( like valet ) where it is preferred , it allows them to communicate and coordinate across properties more quickly and efficiently .
Crescent ’ s guest chatting tools also have been integral to their success , according to Johns . It allows them to understand special requests or needs of their guests , track those guest requests through to completion , and to close the loop by following up with the guests to make sure their needs have been met or exceeded .
Akia , used by Bellmoor , can develop a team member chat feature to instantly message each other . The property uses the software for daily communication between the spa , front desk and maintenance .
There is also the opportunity to leverage natural language chatbots to handle common or simple requests . If used correctly , these communication tools can help address guests ’ needs amid the ongoing labor shortage .
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