High quality customer service is vital in the hospitality industry because competition is fierce. When you create loyalty programs for your guests and you send out exclusive deals through text messaging, your guests will feel special.
NB: This is an article by Ken Rhie, CEO of Trumpia
Text messaging can be used to welcome a guest to your hotel, to order room service, or to ask a guest how their experience was at your hotel. When you want to open up an efficient line of communication with your hotel customers, it’s time to use text messaging.
Provide Exclusivity to Text Recipients
Guests at your hotel always want to feel important. When you send out deals that are only available by text messaging, this lets your subscribers know that they are part of a special club. You want your customers to stay on your subscriber list, and one way to retain subscribers is to offer unique deals that your customers want. Brand loyalty grows when customers receive great deals, and they know that these deals come because they have signed up to receive text messages.
Confirm Room Reservations or Services Through Texting
Another way to improve your hotel’s customer service is to confirm any reservation a guest makes through text messaging. When they book a room at your hotel, a quick text message lets them know the reservation is all set. If your guest decides to reserve a table at your restaurant, you can let the guest know with an automated text that the table is reserved. You can allow a guest to change or cancel a reservation through text messaging. If a restaurant reservation is canceled, you’ll know right away and be able to fill the space.
Text Guests About Area Activities
Guests like to know what is going on the area during their stay. If you know of an event coming up, or you have a list of favorite spots tourists enjoy, share this information with your guests. This is a great way to let guests know what is happening in the area and at your hotel each night. If you have a calendar of events, a quick link to the calendar sent by text message may be all you need to share with your guests.
Room Service Can be Ordered by Text Messaging
Some guests prefer simply texting in their order and getting a confirmation that their order has been received for room service. Other guests may struggle with English and find texting the easiest way to communicate what they want. Once a guest orders food, you can send out a text to let them know when the order is on the way to their room. Guests will appreciate knowing that their food is about to arrive at their door.
Get Immediate Guest Feedback
Feedback is essential to improving your customer experience. You can send out a survey through a text message, and guests can easily answer the survey on their mobile device. Guests will receive the text almost immediately after their stay, while their experience is still fresh in their minds. Guests are more likely to answer a survey that is simple and to the point.
When you run a hotel, customer service is paramount. With text messaging, you open up a line of communication that is fast and simple. You can get customer feedback quickly, and be able to answer questions right away.
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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.
For more information on how integrating a text messaging software can improve the experience of your hotel guests, click here!
