DigitalGuest’s guest communication feature helps hotels enhance guest satisfaction by automating personalized messages, improving operational efficiency, and delivering seamless, timely communication throughout the guest journey.
Key Takeaways
- Automate Guest Communication: Save time and streamline operations with automated pre-arrival, in-stay, and post-departure messages.
- Personalization: Tailor communications to guest preferences, boosting satisfaction and loyalty.
- Operational Efficiency: Reduce complaints, prevent misunderstandings, and enhance guest experiences with timely, clear communication.
Communication is key in the hospitality industry, and providing that extra level of service becomes effortless when you can reach your guests with just a few clicks. Whether it’s before their arrival, during their stay, or after they’ve departed, keeping guests informed at every stage is crucial. With DigitalGuest’s Guest Communication feature, hotels can effortlessly stay connected with guests, offering personalized, timely information that enhances their experience. This powerful tool ensures your guests have access to everything they need—helping you deliver an exceptional, well-informed stay that boosts satisfaction, loyalty, and positive reviews.
What is Guest Communication?
Guest communication refers to all the ways hotels interact with their guests, from the moment they book their stay until long after they’ve checked out. This includes everything from pre-arrival emails to in-house updates and post-departure follow-ups. The goal is to ensure that guests receive relevant, timely information to enhance their experience, whether it’s a reminder about check-in, a special offer during their stay, or a feedback request once they’ve departed.
Why is Guest Communication important for Hotels?
1. Increases guest satisfaction and loyalty
For hotels, effective guest communication is essential because it directly impacts guest satisfaction and loyalty. When guests receive clear, personalized, and timely messages, they feel more connected and valued, which often leads to better reviews and repeat visits.
2. Reduces complaints and misunderstandings
Additionally, efficient communication helps prevent misunderstandings, reduces complaints, and increases overall operational efficiency.
3. Improves operational efficiency
Moreover, guests today expect seamless communication through their preferred channels – whether it’s email or SMS – making it crucial for hotels to adopt a versatile communication strategy.
Ready to improve your guest communication?
How to Improve Guest Communication with DigitalGuest?
DigitalGuest makes it easy for hotels to enhance their communication strategy by providing a customizable and automated solution that works across email and SMS. With our Communication feature, you can design personalized and automated message flows tailored to your guests’ needs.
For example, send a pre-arrival email offering room upgrades and special deals, follow up with an SMS during check-in that links to your Guest Directory, and later send a post-departure email inviting them to share feedback about their experience.
Additionally, make your communication more effective by including upselling, digital registration forms, guest feedback surveys, or a link to your Guest Directory. You can also manually reach out to guests when needed, whether before they arrive or while they’re staying with you. Scheduling messages to be sent automatically to in-house guests ensures consistent communication without adding extra work for hotel staff.
What are the Key Benefits of DigitalGuest’s Guest Communication Feature for Hotels?
1. Automate Your Communication and Save Time
From pre-stay to post-stay, automating your guest communication saves valuable time for your hotel staff. By scheduling important messages in advance, your team can focus on delivering excellent service without worrying about manual messaging.
2. Align with Your Brand
Our white-label platform allows you to tailor communication to perfectly match your hotel’s unique brand identity and tone of voice. Every message sent will reflect the personality and values of your brand, helping you build stronger connections with your guests.
3. Personalize with Segmentation
Personalizing your guest communication becomes even more effective when combined with DigitalGuest’s Segmentation feature. You can segment your guests based on rate code, unit type, or a mix of both, and send tailored messages that speak directly to their preferences and needs.
Real-Life Examples of Improved Guest Communication
ICEHOTEL
At the renowned ICEHOTEL, they understand the value of keeping guests informed—not just about practical details but also special events. For instance, when the Northern Lights appear, they send an SMS to all in-house guests, ensuring no one misses out on this unforgettable spectacle. Now that’s a fantastic digital guest experience!
TanumStrand
Combine personalized communication with a stunning natural setting, and you’ve got happy guests! At TanumStrand, a last-minute spa cancellation used to mean lost revenue. Now, a quick SMS to in-house guests about the opening often results in a new booking—leading to both satisfied guests and preserved income.
How-To Tips for Improving Guest Communication with DigitalGuest
To help hotels get the most out of DigitalGuest’s Communication feature, here are some best practices and practical tips:
1. Optimal Message Timing
Timing is crucial when communicating with guests. Ensure pre-arrival emails are sent 2-5 days before their stay, providing useful information like check-in details and available upgrades. During the stay, send reminders or offers during peak moments—such as a breakfast reminder in the morning or an evening notification about happy hour. After their stay, send out either an email or SMS 1-3 days after their stay. In your post-stay email thank your guests for their stay and ask them to for a feedback, or encourage guests to book another stay with you.
2. Balancing Frequency and Relevance
While it’s important to stay in touch, avoid overwhelming guests with too many messages. Limit your communication to the most relevant updates, such as special offers or important information like check-out times, to maintain engagement without becoming intrusive.
3. Effective SMS and Email Messaging
- SMS: Keep it short, actionable, and clear. For example, “Enjoy a 20% discount at our bar! Show this SMS at Happy Hour, 5-7 PM.”
- Email: Use emails for more detailed information or offers, like room upgrades or event invitations. Personalize the subject line (e.g., “John, don’t miss your exclusive room upgrade offer!”) and keep the content concise but informative, with clear calls to action.
By implementing these strategies, hotels can significantly improve how they connect with guests and maximize the effectiveness of each communication channel.
Best Practices for Guest Communication in the Hospitality Industry
To maximize the benefits of guest communication, hotels should follow these best practices:
1. Consistency is Key
Ensure that communication remains consistent across all channels—whether it’s email or SMS. Consistent messaging builds trust and makes guests feel confident that they’ll receive the information they need.
2. Balance Automation with Personalization
While automated messaging saves time, it’s essential to balance it with personal touches that make guests feel special and appreciated. Personalization can be as simple as addressing the guest by name or tailoring messages to their preferences.
3. Choose the Right Channel for the Right Message
For important, time-sensitive updates, SMS may be more effective than email. Ensure you’re using the right communication tool for each type of message, so guests receive the most important information in the most effective way. Also here you can read about the advantages for Email and SMS communications.
Wrapping up
By following these best practices and utilizing DigitalGuest’s Guest Communication feature, hotels can provide an excellent guest experience, streamline operations, and boost loyalty. Whether you’re sending a pre-arrival offer or a post-departure thank you message, DigitalGuest helps you stay connected to your guests every step of the way.
Ready to improve your hotel’s guest communication? Book a free demo with DigitalGuest today or visit our website and start improving guest satisfaction with just a few clicks.
