Great communication with your guests could very well be the difference between their having a great, can’t-wait-to-go-back experience or a meh stay. With so many things to take care of, coming up with ways to boost communication processes can easily take a backseat, leaving you at risk of frustrated guests and a business bottom line that’s not as healthy as it could be.
Let tech take the weight off your shoulders and solve this problem for you! Here’s the tech you need to consider deploying to ensure that every single of your visitors has a memorable stay and to prevent any messages from slipping through the cracks.
Try a Guest Communication Platform
A guest communication platform is likely one of the most significant things you can do to improve guest communication and each visitor’s experience of their stay with you.
A guest communication platform allows you to begin meaningfully connecting and building a relationship with your guests from the moment they book rather than waiting until they arrive at the front desk. As well as letting you personalize their experience better, opening up communication before arrival also enables you to give your guests the vital information they need about parking facilities and local transport links for example.
A platform such as this can also act as a central hub for communications – meaning that messages, reminders, and tasks aren’t as likely to be missed. Best of all, a guest communication platform can automate many of your teams’ day-to-day admin tasks by sending pre-scheduled check-out messaging or news of relevant promotions based on guests’ past preferences and choices.
Staff Training
Properly training your staff is a crucial way to ensure guest communication is as good as it can be. As well as basic training to ensure every team member is aware of how to engage with guests, ensure that every member of your workforce knows how to use any tech or apps you deploy in terms of comms.
For staff who have been off for any significant time – such as with maternity leave – it’s also a great idea to have refresher’ welcome back’ training to ensure they’re up to speed on any innovations or new processes introduced since they’ve been away.
Digitizing your staff training and induction programs is a great way to save time and money – and means you can be sure that every team member has a consistent training experience.
Be Available 24/7
While the larger hotels may have staff manning the front desk every hour of every day, this is something that’s not possible for the majority of smaller establishments. Keeping the lines of communication open 24/7 for your guests, however, can hugely benefit their stay and perception of your business.
So how to solve this? A well-deployed chatbot could be the answer. Edward, for example, is the name of the chatbot used by Edwardian Hotels London to manage guests’ requests when the front desk is unmanned; Edward can fulfill requests for towels, room service, and more, as well as provide information about the local area.
You could also consider designing your own app, unique to your hotel, that includes a live chat feature for guests to use out of hours, a request form, and info about their reservation and the services available within the establishment. And don’t forget the basics: a comprehensive, easily navigable FAQ page on your hotel’s website should contain answers to guests’ most frequently asked questions.
Integrate Google Translate
With the world increasingly opening up and the rise of ‘remote working nomads,’ having a reliable way to communicate with guests who may not speak English is crucial. Google Translate is one of several translating apps that can be integrated into your processes and systems, meaning that every guest will get the welcome and have access to the information they deserve.
Google Translate can even work with your hotel’s messaging apps, so you can communicate with all your guests from the moment they book to check out and beyond to make sure they have the best experience possible!
Use Social Media Platforms
Make sure your social media platforms are working hard for your hotel! They’re not just a powerful means of marketing but can also provide information for new or prospective guests and act as an alternative way to reach out to your staff.
Your social platforms are also an excellent place to post, for example, videos showcasing your establishment’s facilities, beautiful rooms, and locale. Most people now expect any business they interact with to have a social media presence – so be sure that yours is as high value as possible.
The Takeaway
Making sure every element of your guest communication process is optimal is one of the best ways to inspire loyalty, build your brand, and boost revenue. Luckily, there’s plenty of tech you can bring on board to help you do this!
Consider using one or more of the technical tips above to bring your guest comms up to par so that both your hotel and its guests can start reaping the benefits today!