Seven ways texting improves the guest experience

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Provide the ultimate stay with these SMS strategies.
by DOUG FRAZIER

Make your hotel the go-to travel destination for travelers’ hospitality needs by harnessing the power of bulk SMS (short message service) software. Improve your room service, guest communication and employee communication by utilizing the fastest and most immediate method of communicating. Let’s dive deeper into the ways SMS can improve the hotel guest experience.

1.USE KEYWORDS TO ATTRACT NEW GUESTS

A mobile keyword can make all the difference when you are trying to get more guests to book hotel getaways. Simply advertise a keyword, such as “NIGHTOUT,” on the hotel website or various advertisements, and share that guests will receive special offers and valuable information through convenient group texts once opted in.

With over 48.7 million people projected to opt-in to text campaigns by 2020, posting keywords on social media can attract vast amounts of guests to your hotels. You’ll be able to create lasting relationships to keep guests coming back, as SMS campaigns have less than a 5 percent opt-out rate.

2. CONVINCE GUESTS YOU DELIVER THE BEST STAY THROUGH SMS OFFERS

You may think you’re delivering a better stay than the hotel down the street, but it may not be crystal clear to your potential guests. Paint of picture of your fabulous hotel and the facilities you provide through MMS and SMS offers. Share offers to your luxurious spa or gym facilities, or even give them a personal tour of your wineries and restaurants.

Guests will be waiting by their phone to get these special hotel deals, as 75 percent of people like offers sent to them through text. In the end, it’s all about turning travelers into guests. Sending text offers is the best way to fill your rooms – if fact, texting has been shown to increase conversions with potential customers by up to 40 percent.

3. PROVIDE EFFORTLESS BOOKING

A pain that travelers can do without is the traditional booking process of the hotel industry. Wouldn’t guests rather book a room on the go from the convenience of the palm of their hand? The answer is yes: 85 percent of guests use mobile devices to book their travel activities. Texting makes it not only simple to book, but also easy to compare all available rooms. And you can send text messages with enticing room upgrades, which 13 percent of guests will take advantage of.

4. MAKE IT QUICK AND EASY TO CHECK IN

After a long trip, most travelers want to get to their hotel room and rest as quickly as possible, but unfortunately, guests must get through the annoyance of checking in with the front desk. Make guests feel like VIPs by allowing them to send a text notification the front desk to check-in early and have their keys prepared upon arrival. This will allow you to expedite the room check-in process, quickly get guests to their rooms and begin an exceptional hotel guest experience.

This technological upgrade in your hotel communication system is long overdue, as 37 percent of guests would more likely choose a hotel with advanced technology like texting. Nearly everyone supports the use of texting, even holiday travelers, as 85 percent of adults use their mobile phones while on holiday.

5. DAZZLE YOUR GUESTS WITH TEXTS TO CREATE THE ULTIMATE STAY

Now that you’ve let guests arrive to their rooms in style through effortless booking and check-in, it’s time to give guests the ultimate stay through interactive two-way text messaging. Texting can dramatically improve the hotel customer service you provide by allowing you to establish personalized communication. Allow guests to send a text to request room service, get directions or report suspicious activity. It’s proven that guests hate lengthy phone calls, as 52 percent of guests would prefer to text for customer services.

6. LET GUESTS LEAVE ON A GOOD NOTE

Leave a memorable impression on your guests that will keep them coming back by sending text messages for a painless checkout and to answer any last minute questions. You can even deliver a SMS survey to give guests a chance to give feedback on their stay, allowing you to further improve the hotel guest experience. Most people nowadays enjoy having this parting conversation through text, with 73 percent of people wishing they could have a text conversation with a business.

7. PROVIDE AN SMS LOYALTY PROGRAM TO GUARANTEE A RETURN VISIT

It’s never a good idea to leave a return visit to chance. Make sure all of your guests make a return stay at your hotel by providing them with an SMS loyalty program. Give guests periodic text offers and deals to make them feel like they’ve been a valued customer for years. Practically everyone finds an SMS loyalty program worthwhile. In fact, 90 percent of users who enroll in SMS loyalty programs feel they gained value from it. Providing the ultimate stay to your guests is a simple SMS service away.

Doug Frazier writes for Trumpia, which provides benefits through SMS hotel communication. For more information, visit Trumpia.com.

 

 

 

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