Hospitality lifehacks: how to communicate with your guests more effectively

Customer loyalty is rapidly transforming into a digital experience as most guest interactions with your brand are made through computers, smartphones, or even smart speakers. Building effective guest communication means activating your staff and ensuring engagement through every possible means, such as mobile apps, newsletters, websites, social media, and more.

The guest always comes first.

Effective communication with guests lets you identify their needs and offer them the information and additional services that are of interest to them. This will increase your revenue many times over.

If the guest is unhappy, proper communication will enable you to get feedback before the checkout, prevent negative feedback, and solve the problem, thus ensuring that their opinion is positive.

Integration with WhatsApp and Telegram

The automation of communications allows hotels to send critical information directly to guests’ messenger Apps. We have developed a new module called WhatsPMS, especially for Suite8. You can instantly chat with a guest at the touch of a button on the booking screen.

This module supports the most popular WhatsApp and Telegram messengers allowing you to send confirmation emails before check-in and after check-out, receive guest contacts directly from the profile and once a day, send notifications of a negative balance if a guest becomes a debtor.

Integration with messengers also allows sending invoice letters, payment links via PMS Suite8 functionality, automatic emails during reservation creation, welcome letters, birthday greetings, and anything else the hotel wishes to send.

Integration with a smart speaker

Today, ‘smart’ speakers increasingly welcome hotel guests and provide them with all the usual services. The speaker will tell the guest about the hotel and its services, help them to order room service, book a restaurant, or even offer a tour.

Integration with PMS Suite8 and OPERA lets you activate the station when the guest checks in. Once it becomes active, guests can log into their account (including by phone number) and use the smart speaker services. After the guest checks out, all settings are automatically reset, preserving the privacy of the last occupant.

Despite the new technologies in the hotel business, guests have, and always will be, the primary beneficiaries who will appreciate how automation can improve communication.

Sanata Ratiani

Area Manager Georgia