Enhance your hotel communications with these 5 keys for success
Imagine this: There’s a busy holiday weekend coming up. Your hotel reservations are full and your property is fully staffed, ready to serve your guests. You’ve got a special onsite yoga class going on each morning, alongside special happy hour deals in your bar for the influx of customers. All fingers point to a successful weekend ahead, but what good is any of this if you don’t have the proper communications in place?
When it comes to operating any business, especially a hotel that has many different moving parts, communication is key. The following are a few ways to improve hotel communications at your property.
Utilize Guest Messaging
When looking for answers on how to improve hotel communications, the first focus point should always be the guest. Deploying a guest experience platform that allows your staff to interact directly with guests quickly and easily via guest messaging is key. Guest messaging functionality can be deployed through a branded mobile app or via bedside, smart room tablet for ease of use for the guest. Now, if a guest forgets their toothbrush or would like to request additional towels, your staff is just a quick text away.
Also, by utilizing guest messaging, hoteliers can use a guest’s booking code to create personalized offers. Notice a guest staying at your property for a work event? Send them a guest message offering them 20% off spa treatments to help them relax or entice them to increase their Wi-Fi speed with your premium option.
Finally, guest messaging can be a great way to go above and beyond for customers, allowing them to feel recognized and valued. Consider sending a “checkup” message once the guest has arrived to their room to ensure it’s to their liking.
Get Ahead of Complaints
Is your lobby currently undergoing some maintenance? Provide information for hotel guests who have upcoming stays and get ahead of complaints. Guests will appreciate a timely email that alerts them of any changes to your hotel, and this will help your staff curb negative reactions from guests once they arrive. Proactive communication can save the day and addressing issues before the guest escalates the matter can significantly improve guest satisfaction.
Bottom line: the more communication, the better.
Hold Daily Internal Meetings
When it comes to enhancing hotel communications, improvement should start from within. If your team is unable to communicate successfully with one another, how do you expect them to communicate effectively with your guests? Setting up short, daily 10-minute meetings at the beginning of each shift can be the perfect way for employees to recap what happened the day before, provide any updates about yesterday’s arrivals, and share important details for the day ahead. These short, but highly effective meetings can help your staff all get on the same page while fostering a healthy team intercommunication.
Use Guest Feedback to Your Advantage
Real-time tracking of guest feedback is invaluable. Using a staff operations platform, staff can track guest feedback in real-time for dissatisfaction and identify common issues, so they can prevent escalations before they happen. Staff can proactively address poor guest experiences, while hotel managers can track the performance of each department.
Take Advantage of Social Media
Secure a guest, before they even step foot onto your property by frequently sharing your latest offerings, promotions, and onsite events on your social media channels. Social platforms are also the perfect place to share changes to hours, special event closures, and other crucial information for hotel guests that might impact their upcoming stay.
In the ever-evolving hospitality landscape, effective hotel communications are non-negotiable for success. By implementing these five strategies, you can enhance guest experiences, improve internal operations, and ultimately elevate your hotel’s reputation. Communication is not just a means to an end; it’s the bridge that connects your hotel to delighted guests. Embrace these strategies and stay ahead in the competitive world of hospitality.
Ready to take your hotel’s communication to the next level? Request a demo today and unlock the full potential of hotel technology.
