Guest Messaging Hub is designed to answer a need from hotel guests for quick, personalized and convenient communication, in the way that suits them best. The aim is to enhance the guest experience, to boost online reputation, and increase revenue.
Once you have incorporated the platform, defined who will respond and when, and set up procedures to deal with issues, there is just one thing left: letting the guest know you are open for business!
Before we begin, remember that you can create personalized QR codes directly from our platform. You can then download and print or display them anywhere in your hotel. Scanning the code with a phone camera will lead guests directly to your messaging service.
Here are some ideas to get you started!
- The hotel website. The first port of call, and an essential place for you to share the news that guests can contact you via messaging. You can display contact information and/or use the web chat directly from your site to the hub before the guest has even booked.
- At check-in. Whether it’s a displayed across a screen or printed discreetly on a card on the check-in desk, this is the first port of call for guests when they arrive, and many times during their stay. Displaying your contact details here clearly will make sure they have all seen it.
- The room itself. When it comes to communicating within the room itself, you have a number of options:
- Place messaging contact info where the phone used to be. Landlines have been in a long and steady decline, costing more to maintain than the revenue they generate. While an emergency phone may be a good idea for security reasons, guests might be more likely to want to use the space on the bedside table for their mobile than an old-fashioned handset.
- Other options:
- Back of the door
- Pop-up links when logging in to Wi-Fi
Would you like to see how it works?
- Guest email communication. You will most likely be contacting your guests both to confirm their booking and welcome them once they arrive, not to mention in-stay Guest Satisfaction Surveys. Why not use it as an opportunity to inform your guests about GMH.
- Remember, different clients have different needs. You can use GMH to deal with certain groups with specific needs, like conferences. You may decide to assign a specific person or process exclusively to your conference group. It could be convenient to display dedicated GMH contact details in the areas they are going to use, or on branded materials like notepads. The same thing goes for the restaurant, pool area, or spa.
The ways in which you display and communicate Guest Messaging Hub to your guests depends on your property, brand, and guest type. We would love to hear (and see) how you are employing it. Feel free to drop us a line on Twitter or Facebook and let us know.