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A great deal has been written over the years about the viability of moving a hotel’s property-management system (PMS) to the cloud to take advantage of the latest technologies, but hoteliers need to realize that it’s not the only viable option. All platforms have advantages, including self-hosted, private cloud and on-premise solutions that leverage the latest mobile, contact free and web-based technologies. Independent operators can still enhance the digital guest experience, support personalized and mobile check-in, deploy contact free technologies, and secure hotel/guest data even if their PMS does not reside in the cloud. It should not be a question of “Cloud or On Premise?” but rather “Does the PMS solve your business objectives in both technology and service?”

Much has been written in the mainstream hospitality press about the challenges COVID-19 has presented to the industry. Hotels are in more pain than at any time in our memories. Because of the extensive media coverage, I won’t dwell on this topic further in what is primarily a technology column. But it’s the background for this week’s column, and so merits acknowledgement.

Are You All In?
Posted: 07/27/2020

Imagine everyone in your organization engaged, aligned, and performing to their potential. Imagine everyone playing “All In.”

Great organizations have synergy. Their culture allows them to play to a rhythm at a different tempo than the average organization. How do you get that at your organization?

Many front-line hospitality workers rely on tips for a significant part of their paychecks. If not for tips, many hotel associates who serve as waitstaff, bartenders, housekeepers, bell staff, concierges and pool attendants would soon be looking for other jobs. This is a regional issue: in most of Asia and Europe, staff get higher base pay, and tips are either not expected at all, or are truly discretionary. But in the U.S., Canada, Britain and other countries, tips are an important reality, and one that’s not likely to change anytime soon.

As somebody who’s helped to grow a company from 13 people to nearly a thousand, I know very well the excitement that comes with having a mindset focused entirely on growth. Every newly acquired customer, every new office and every milestone means the gap between you and your nearest competitor is that much bigger and that much harder to overtake.



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Seven Simple Ways to Use Text Messaging for Hotel Customer Service

09/11/2017
by Ken Rhie
Great service is paramount, and text messaging makes it easier to run your hotel and keep your customers satisfied. You can integrate exclusive hotel features in your messages, and keep guests notified about what is going on in the area. Once you implement a text messaging platform, you will be able to reach guests no matter where they are. Text messages are opened more than 98 percent of the time, and it's the fastest way to reach your customers.
 
1. Confirm Reservations
Confirming reservations for your hotel guests has never been easier with the implementation of text messaging. Guests can make a reservation to stay at your hotel, or to eat dinner at your restaurant. A confirmation text can be sent out to let your guest know you have received their reservation. This makes your guest feel confident in your business and that their reservation is fully reserved.
 
2. Answer Questions with Mobile Live Chat
With mobile live chat, you can communicate with your guests at all times through a mobile device. Customers want answers, and they don't want to wait for your hotel to provide an answer through email. With real-time messaging, hotel guests can ask questions and get an answer right away. It can be used to contact the front desk, or to ask questions about the hotel reservation. It's another way to communicate with guests and potential guests that will give you an edge in customer service.
 
3. Offer Tips and Advice to Guests
When there are favorite spots to visit within reach of your hotel, you'll want to let guests know. If there is a special event going on, share this information through a text message. When your guests feel as though you care about their entertainment, they will feel well taken care of. Share news of the day, or let your guests know what the weather is going to be like.
 
4. Let Guests Order Room Service
When you offer room service to your guests, you can make the experience even better by allowing guests to order food through text messaging. It's a convenient way to order food, and perfect for guests who speak English as a second language. This allows guests who may need extra time to order to place an order easily at their own pace.
 
5. Get Guest Feedback Through Text Messages
When guests check out, you can send a link for feedback about their stay. Guests are more likely to answer a text message than an email, and this means you will get the feedback you are looking for. In addition, guests can answer a survey on their cell phone while sitting at the airport or riding as a passenger on the way home.
 
6. Welcome Guests to Your Hotel
First impressions are key and text messages can help you establish a healthy relationship with your customers from the start. A quick message to a guest that just checked in can make your guest feel welcome. Say hello in your message and offer tips to your guest to make their experience wonderful. It's easy to send a message and it is a way to provide high quality customer service.
 
7. Provide Two-way Communication
Let guests know that they can ask a question any time through text messaging. You can send a text saying hello, and remind guests that they can ask you questions by texting you back. This is the perfect tool to communicate with your guests about any possible problems. Two-way texting develops trust within guests that they can ask any question and get an answer right away.
 
It's easy to use text messaging to provide high quality customer service to your hotel guests. Whether you simply want to say hello, or you want to offer exclusive deals to your guests, text messaging is essential. If you want to stand out in the hotel industry, it's time to implement a texting software to communicate with guests.
About The Author
Ken Rhie
CEO
Trumpia


Ken Rhie is the CEO of Trumpia, and has over 30 years of experience in the software, internet and mobile communications industries.

 
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