by Nathan Gabriel
Published Tue, Oct 4th 2016, 20:07 | Communication
Customer satisfaction and excellent customer service are among the top priorities in any business, and even more so in the businesses in the hospitality industry. Hotels and resorts want their guests to feel special and have an amazing stay. With SMS services, hotels can stay in contact with their guests even before they arrive and up until they leave the premises.
Speedy services and prompt delivery are essential elements of guest satisfaction. Hotel management can use SMS to communicate with staff faster. 90% of text messages are read within three minutes, which guarantees that requests will soon be catered to, specifically when there are urgent requests from high profile guests.
Another area that can greatly benefit from SMS services is the concierge. Instead of calling the concierge, guests can easily text and request for room service, fresh linens, or any info. Taking care of these simple requests in a speedy manner will go a long way in making guests feel more special.
Hotels and resorts may go through a seasonal lull, but returning customers can ensure that they stay in business for a long time. Connect with your guest in the long haul using personalized text messages. Incentives and rewards can also build customer loyalty and encourage guests to come back. Text promotions are also appropriate for last minute offers to increase your bookings during off-seasons.
Text messages can also be used to confirm reservations. Send automated text messages with booking details whether guests make a reservation online, over the phone, or through SMS. Sending the confirmation details through a medium that guests are using every day takes away confusion and guarantees that the booking information is not lost in a full email inbox.
Send guests a warm, welcoming text message and wish them a safe travel back home. Use SMS to increase guest satisfaction and improve the efficiency of your hotel and resorts.