The Power of Hotel Guest Messaging: Improve Operations & Elevate Service

Hotels using guest messaging have seen guest engagement increase by over 25%

Why Hotels Are Embracing Guest Messaging (And Why Yours Should Too)

Guest messaging (texting) has emerged as one of the most popular ways for hotels to communicate with their guests. However, the time-consuming nature of one-on-one text messaging makes it seem at times at odds with the busy atmosphere of the front desk. A tool such as guest messaging software increases employee productivity as it enables hoteliers to spend less time doing the actual sending and more time communicating.

In beta testing, hotels that have adopted automated guest messaging as a part of their communication strategy have seen an increase in their guest engagement by over 25%. 

By automating guest messaging before, during, and after their stay, hotel staff can boost staff efficiency and focus on more meaningful guest interactions. This not only streamlines operations but also enhances the overall guest experience.

Centralized Communication for Seamless Coordination

Guest messaging software like Alice allows hotels to centralize communication channels. Instead of juggling phone calls, emails, and in-person requests, staff can manage everything from a single platform. This reduces confusion, minimizes the chance of overlooked tasks, and ensures guests’ needs are addressed promptly.

For example, when a guest requests extra towels via a text message, the housekeeping team can be instantly notified through the guest messaging software. The result? A seamless and speedy response that enhances guest satisfaction while keeping the workflow organized.

Reducing Time Spent on Repetitive Tasks

Guest messaging software eliminates the need for time-consuming manual interactions. With features like automated responses and pre-set message templates, staff can handle frequent inquiries—such as check-in times or Wi-Fi passwords—without needing to type out individual replies.

Prioritizing Urgent Guest Requests

Not all guest requests are created equal, and efficient staff management means knowing which tasks to tackle first. Guest messaging software allows hotels to flag and prioritize urgent requests. For instance, a maintenance issue like a malfunctioning air conditioner can be marked as high priority, ensuring swift action.

By managing task prioritization effectively, your hotel team can work smarter, not harder.

Empowering a Lean Staff to Do More

Many hotels today operate with leaner staffing levels. While this approach saves costs, it can also strain employees. Guest messaging bridges the gap by enabling smaller teams to handle more tasks with less effort. Automation, streamlined workflows, and clear communication channels help lean teams maintain high service standards without feeling overwhelmed. Remember to take into consideration the do’s and don’ts of guest messaging.

Enhancing Hotel Staff Collaboration

Guest messaging software doesn’t just connect hotels to guests—they also improve internal communication. Staff can use the same software to coordinate tasks, share updates, and communicate in real-time. This reduces miscommunication, ensures accountability, and creates a more cohesive team environment.

Increasing Revenue Opportunities

Proactive guest messaging doesn’t just improve efficiency—it can also drive revenue. By sending personalized offers and upsell opportunities directly to guests, hotels can increase ancillary sales. For example, a pre-arrival message offering room upgrades or spa packages can boost revenue while enhancing the guest experience.

For ready-to-use ideas, check out our blog on 15 Guest Message Templates to Increase Revenue.

Case in Point: Real Results from Guest Messaging Software

Hotels that adopt guest messaging often see immediate improvements in both operations and guest satisfaction. For example, a mid-sized resort reported a 20% decrease in response time to guest requests and a 15% increase in positive reviews after implementing guest messaging software.

Unlock Your Hotel’s Potential with Alice

Guest messaging isn’t just a tool; it’s a strategy for success. Investing in robust guest messaging software like Alice can revolutionize your operations. From reducing inefficiencies to empowering your team, guest messaging is a game-changer for modern hospitality. 

Ready to see the difference? Request a demo today!