Messaging accelerated from COVID-19 … pre-CV19
CV19 post-CV19
Pre-CV19 record high broken July ’ 20
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Why are guests starting to use more messaging in today ’ s time ?
We have always taken pride in our clients ’ TripAdvisor reviews , especially the ones that would mention messaging and when guests say that they love messaging the property . Guests prefer messaging to book or buy almost anything . Imagine you are at the pool and want to order a drink , but you cannot see any staff in sight for them to take your order , you will get frustrated and will decide to just not buy anything . If the hotel has a messaging platform , it makes it easy for guests to book an airport transfer , a spa treatment , or even order room service . is almost like having an assistant in your pocket that is ready to serve you 24 / 7 , any day of the year . , a lot of guests have really embraced messaging during this pandemic as it allows for social distancing – they have the physical distance they feel comfortable with , but still feel personally connected .
One very interesting outcome of these personal connections being made is we found that 10 % of guests
Record and accelerating number of messages exchanged on platform
since July 2020 , even with many properties shutdown and / or at limited occupancy .
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who messaged the hotel during their stay are more likely to book directly for their return by messaging . With this in mind , we are also working on a very interesting project that will assist with collecting payments through messaging .
On a side note , some of our hospitality clients have already removed the tablets from the room as guests would prefer to use their own devices . Tablets are trickier for guests to use as you cannot take them with you , the hardware gets old , and in six months to a year , they can make you look outdated . Guests are expecting to communicate with the hotel in the moment , they do not want to pick up another device or download an app .
In designing our messaging solution for hospitality , specifically for the luxury and resort segments , we keep in-mind three core design principles : “ make life easy ” ( no dodgy enterprise software ), “ make it 10x better ”, and “ enchant me ”. Our goal is for everyone who uses Glowing . io , from the guest to PBX to the General Manager , that they find it easy , extremely valuable , and enjoyable to use .
What is the value of messaging to hotels and their team ? What is the ROI for them ?
We have found that at our client properties , we are able to capture at least 1 out of 8 “ leaked revenue ” opportunities . Great examples of these opportunities are when a guest by the pool wants to order food but no hotel staff is in sight , or when a guest that is outside of the hotel wants to make a dinner reservation . These revenue opportunities are lost and will also mar the guest ’ s experience . With our global footprint , for instance , in the Middle East , the numbers of leaked revenue opportunities are even higher .
This impact on leaked revenue opportunity bleeds into other industries where we also operate , including stadiums and country clubs . The primary revenue comes from the event tickets or membership fees . Glowing . io helps to drive ancillary spending on other things such as food and drinks . For example , one of our clients in professional sports , the Sacramento Kings , leverages using Glowing . io by allowing fans to message food requests during the game .
From a customer experience perspective , being able to meet your guest regardless of where they are , have a direct impact on satisfaction scores . One of our client brands did research on guests who messaged during their stay as compared to guests who did not message during their stay . The brand found from this study that guests who messaged them are reported to have a better
38 ILHA