Empower Guests With New Ways to Communicate
The hospitality industry is always evolving. From the first time we welcomed guests into our home and offered them a place to sleep, eat and rest their heads (the bed), we have strived to improve and innovate. One of the biggest changes in recent times came about with the advent of new technology that has made staying connected easier than ever before.
But now, there is no way to ignore the recent pandemic and its effect on our industry. The hotel industry, as well as all other travel-related industries such as airlines or cruise lines, are facing new challenges and looking for ways to engage their guests while also building trust and making staff members feel safe at work.
One of the most visible ways that hotels are addressing this is by beefing up their communication options. In addition to the usual in-room amenities such as TV and telephone, guests can now also use apps and other digital means to stay connected with loved ones or get updates on the latest news. Hotels are also providing more opportunities for social.
At Siemlus, we recognise the critical role that cutting-edge hospitality technology plays in providing guests with personalised experiences that make them feel like they're at home, experiences are unique to them and minimise friction wherever feasible. This begins with technology that allows operators and guests to interact with one another in multiple ways when human contact is restricted because of operational constraints.
Strategy 1: Pre-Arrival Communications
Hoteliers must develop more effective communication strategies for inbound guests than ever before, as people's concerns and inquiries rise owing to the paradox of choice. This is a chance to plan ahead and consider how you might incorporate new initiatives, feel-good events, and knowledge that isn't part of Covid updates.
As human interaction and behaviour changes, people will demand greater communication as a default. From pre-arrival emails and text messages to guests about booking updates and safety, to clearly communicating the measures being taken in public spaces and guest rooms, all the way to new guest experiences and unique personalised experiences on offer.
In addition, the pre-arrival email might be used to notify guests of any changes to their cancellation/rescheduling policies. The travel plans of many people are undoubtedly being disrupted, and proactively informing these rules may help allay guest worries while also lowering inbound call volume.
The pre-arrival email may also be used to promote digital key check-in and entry. Using a digital key, visitors can go directly to their rooms without having to deal with the front desk using pre-arrival technology.
Strategy 2: Leveraging In-Room Tablets
Many guests may feel the need to stay connected with loved ones or work during their stay. In-room tablets can provide a great solution for this, as they offer access to email, social media, and other applications. They can also be used to order room service, request amenities, or call housekeeping.
In-room tablets allow visitors and staff to interact with one another via a digital interface. Guests may use tablets to submit service requests, place in-room dining orders, obtain property information, view entertainment content, and more.
By providing in-room tablets as a communication tool, hotels are empowering their guests with new ways to connect and stay informed.
Strategy 3: SMS Messaging
Hoteliers are increasingly using SMS messaging in their guest communications plans. SMS messaging, like tablets, may be used as a frictionless method for guests to ask for services, dining, and more using a platform they are already familiar with.
SMS messaging platforms are frequently scalable and may be used to send individualised messages to each guest or unit, adding an extra layer of personalisation to the interaction without putting people or staff at risk. It also allows for two-way communication that is timely in a fast-moving health emergency.
SMS messaging not only opens up a highly-used two-way communication channel but also allows guests to play a larger part in ensuring public health safety. Guests who are ill or who may need medical attention can notify staff without having to leave their rooms, lowering the risk of transmission.
Conclusion
The coronavirus epidemic has accelerated the adoption of hoteliers wanting to implement more robust multi-channel communications methods. The industry is looking for ways to keep their guests safe and informed, and technologies like in-room tablets, SMS messaging, and pre-arrival communications can help achieve that goal. By empowering guests with new ways to communicate, hoteliers can provide an even better guest experience while reducing costs, improving productivity and increasing revenues.
Contact us today for a demonstration of how to use digital guest communication tools and best practices. Hospitality is about people, and we want to make sure you feel connected with yours, and that connection is Siemlus.
