Tech Talk

Recent posts

Merging High Tech With High Touch to Create a New Hospitality Paradigm
Posted: 03/23/2023

One of the key challenges facing today’s hoteliers is that of high tech vs high touch. Does technology conflict with personalized service? Is it possible to offer both during the same visit? And can hotels that utilize technology in favor of human interaction achieve guest loyalty?

Business travel is picking back up and families may be taking their first or second real vacations since the pandemic cancelled so many plans just a few years ago. To ensure that guests have the best on-site experience possible, hoteliers are increasingly looking to new technologies to make their stay more comfortable than ever. With an advanced property management systems (PMS) and integration platforms, hoteliers can increase operational and staff efficiency, but also meet changing guest expectations for a high-value but relatively low-touch experience. We looked ahead to see what changes we expect to see sweeping the hospitality industry this year.

Long-term readers of this blog know that I rarely focus on a single company or product. My goal is to help readers understand new and emerging technologies, when and why they might be useful, and what to consider if you are buying them.

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The Future of Hotels
Posted: 02/21/2023

Hotels have always been a high-touch low-tech business. Today, and into the foreseeable future, hotels are moving away from the pure ‘people serving people’ model towards a more high-tech low-touch business, and doubling down on digitalization. In the paragraphs below, I envision ways in which tech can innovate and enhance the guest experience throughout the guests’ 6 stage hotel journey: Imagine-Book-Stay-Report-Recommend-Return.

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Definitely Doug 2/10/23: Planning for June
Posted: 02/10/2023

The question I have heard most often in recent months is “where are you going in the last week of June?”. As most readers are aware, two trade shows featuring hotel technology are scheduled during the same dates that week. Many of you are still undecided which to attend. Knowing that your decision will be based at least in part on where others are going (hoteliers and exhibitors both), I decided to try to get some real data that I could share.

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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.