Today’s guest post is by Ken Rhie, CEO of Trumpia!
Most people in the business world are already aware that text messaging can be a valuable tool for retailers, but SMS marketing can help hotels communicate as well. When you operate a hotel, you know how important communication is to your hotel marketing campaigns. Text messaging gives you a way to communicate more effectively with prospective, current, and past guests instantaneously, allowing you to set yourself apart from the competition.
Here are some ways your hotel can use text messages to improve guest relations and boost your overall profitability.
1. Welcoming your guests
When you have a guest checking in on a specific day, use text messaging to send a reminder to the guest a few hours before check-in time. This reduces the chances of a no-show and lets your guest know that his or her reservation is confirmed. After the guest checks in, consider sending another message to welcome the guest to your establishment and encourage him or her to contact you with any questions or concerns that may come up throughout the stay. Some hotels also choose to allow guests to check in or out of their rooms by texting a simple code, which improves experiences by dramatically reducing the time and effort required from the guest.
2. Allowing guests to make requests via text
Meeting your guests’ needs quickly throughout their stay is one of the best ways to gain repeat business. Consider setting up an SMS program that allows your guests to make certain common requests without calling or visiting the front desk. To make the request, the guest can simply text a keyword to a specific number. Examples of common requests to incorporate into this program include room service, housekeeping services or concierge services. Guests may also use texting to request certain specific items from the front desk, such as a toothbrush or an extra blanket.
3. Following up after a stay
In the days following a stay at your hotel, use text messaging to reach out to the guest and ask for feedback about his or her experience at your establishment. This is also a good time to present special offers or promotions that may encourage the guest to recommend your establishment to friends and family or return for another stay in the near future.
4. Reconnecting with past guests
By analyzing your past hotel data, you can identify guests who haven’t stayed in your hotel for a while. Reconnect with these guests by sending them a friendly message inviting them to stay, and in the process, you can build your hotel’s tribe. To entice guests to book a room, consider adding a special offer to the text. In addition, you can also use texting to reach out to guests who typically book a room at your hotel at specific times of the year.
5. Dealing with complaints or concerns
Your establishment’s success depends on its reputation. To protect your hotel’s reputation, you need to deal with any complaints or concerns your guests may have as quickly and effectively as possible. Allowing guests to communicate with customer service representatives via text allows guests to deal with these issues at times that are convenient for them. It also allows you to keep a written record of all communications between guests and your customer service representatives for future reference. This is an excellent way to go about offering the finest customer experience.
Hotels are in fierce competition for business, and showing consumers that your hotel is willing to go the extra mile is essential to gaining their business. By using SMS messaging to improve your guests’ experiences, you can set yourself apart from other establishments and see a real boost in repeat business.
Ken Rhie is the CEO of Trumpia, which earned a reputation as the most complete SMS solution including user-friendly user interface and API for mobile engagement, Smart Targeting, advanced automation, enterprise, and cross-channel features for both mass texting and landline texting use cases. Mr. Rhie holds an MBA degree from Harvard Business School. He has over 30 years of experience in the software, internet, and mobile communications industries.