Text messages are on the rise and are increasingly becoming the standard: Nowadays, many people prefer SMS to traditional phone calls. The reasons for this are obvious: SMS are faster, more convenient, and can therefore be sent at any time without any fuss. It is therefore not surprising that more and more hotels and guesthouses are using hotel SMS to communicate with their guests. We will tell you why SMS are so valuable in the hospitality industry, what benefits they bring, and why you should not forgo them either.
Hotel SMS improves the customer experience
Text messages and service SMS can significantly influence the customer experience and help make the guests’ stay more pleasant and personal. Especially in today’s time, when the industry is highly competitive and the pressure on competition is growing, it is important to stand out from the crowd and create a personal customer experience. A2P communication is excellently suited for this purpose.
Personal welcome message via SMS
To stand out from competitors, it is for example advisable to send a message directly via SMS instead of the traditional welcome card in the hotel room.
This should be brief, personal, and helpful. Welcome the guest, send them important information, e.g. directions to the hotel or check-in times, and be available for questions.
Hotel SMS can be used in a variety of ways
With text messages and service SMS, you can not only welcome your guests, but also send booking information and useful information, for example. For example, recommend beautiful excursions in the area, restaurants, museums, or leisure activities, and help your guests plan their trip. In this way, you create a lasting first impression and take care of your guest even before they set foot in your hotel. This is customer service par excellence! In addition, offers from your restaurant or wellness area can be targeted to improve your occupancy at exactly the right time.
Simple and quick communication
Thanks to providers like LOX24, communication between customers and hotels via SMS is greatly simplified. Customers can therefore communicate with the hotel at any time, without having to be in the hotel room. Instead of reaching for the phone and calling the reception, it is simply a matter of typing a short text message into the mobile phone – and thus, for example, booking a restaurant, a massage or a room in a hotel. Appointments Asked or ordered a taxi. No matter where the guest is located, whether on the road in the city, during sports activities, or relaxing in the spa. A major advantage: Most answers can be automated.
Automated SMS save time & personnel
Automated messages help you save staff costs and enable quick and easy responses to customer inquiries. Moreover, you avoid overloaded phone lines at the front desk and save customers from annoying minutes in the waiting line or automatic notification texts. Automated hotel SMS can also simplify check-out. Instead of going to the front desk, guests simply receive an automatic message on their mobile phone. You can use our SMS Gateway use to integrate the sending of SMS into your software.
Direct customer feedback
With SMS communication, you have the opportunity to receive direct feedback from the customer. For example, you can send automatic satisfaction surveys. This costs you little and significantly improves the well-being of your guests – because you convey the impression of taking care of the satisfaction of your guests and being interested in their opinion. Another option: Give the guest the opportunity after their stay to participate in a short satisfaction survey, of course via SMS. Important: Do not bombard your guests with such messages and, if necessary, clarify beforehand whether the customer is interested in participating.
Better document complaints and recognize needs
Customer complaints are also better documented via SMS than via a phone call. This allows you to regularly (e.g., quarterly) evaluate and analyze customer needs. This gives you the opportunity to discover potential for improvement and modify your hotel’s offering accordingly. Furthermore, complaints can be forwarded directly to a dedicated complaints manager at larger hotel chains.
Strengthening customer relationships with Hotel SMS
Normally, guests call the front desk, make a request or complaint, and hang up. No further communication takes place. Text messages are excellent for preventing this and for expanding and improving communication between guests and the hotel. For example, if a guest orders a towel for their room, the hotel can then ask briefly if there are any further requests or if everything is to the guest’s satisfaction. Such small touches greatly enhance the guest experience.
Conclusion: Many unique advantages
Hotel SMS therefore brings many benefits, both for the customer and for the hotels. Since text messages are clearly on the rise these days and are preferred by many people & customers, it only makes sense for hotels to adapt to this trend and incorporate it. And installing an SMS service is not at all complicated; there are many good providers. Especially Software4hotels.de It convinces with a cost-effective and high-quality solution, because it has integrated the service from LOX24 (the top provider for reaching all mobile networks worldwide in a cost-effective way) into a software – so that hotels can easily and quickly send service SMS messages to their customers.