Introduction
The 21st century thrives on technology and convenience, with mobile phones becoming an integral part of daily life. People find it hard to part with their phones, reflecting a broader shift toward digital solutions. As the environment changes, so does adaptability, and in this case, businesses have changed their way of operating and providing services. This change can be significantly seen in the hotel industry, where hotels are changing their mode of communication to a simple text message. SMS for hotel is a turning point for today’s hotel and hospitality industry.
Do you know the open rate of a single text message is 98% and the response rate to that text is not less than 50%?
Hotels use hotel text messaging systems for multiple reasons, such as the two-way form of direct and immediate communication, sending and accepting service requests from guests, concierge help, bellhop communication, room upgrades, collecting feedback and more. This improves customer satisfaction and loyalty, which are vital for long-term success in the hotel business.
Are you also a part of the hotel industry and want to learn everything about SMS for hotels? This blog will offer insights into why hotels should use text messaging and how they can leverage the power of SMS to achieve their goals. Get ready to explore all about SMS for hotels!
Benefits of text messaging for the hotel industry
Let’s understand more about the benefits of SMS for hotel industry:
Enables Direct and Immediate Guest Interaction
Imagine your guests visit you and are looking for directions to go to the gym or swimming pool or have requested a service but there is no one around to inquire about the same. This is when hotel text messaging comes into role. Using SMS for hotel allows for instant and direct communication with guests. With hotel guest text messaging, you can quickly address customer inquiries or requests, making their stay easier. This immediate interaction helps build a stronger connection with your guests and enhances their overall experience, leading to a higher level of satisfaction and positive reviews.
Provide Immediate Concierge Help
When you have customers who request the hotel to arrange trips, help with local area dining reservations, book movie tickets, or a simple taxi, that’s where the concierge helps. This whole situation can be solved using hotel text messaging, offering instant concierge assistance to your guests. SMS hospitality services let you respond quickly. This real-time support helps guests enjoy their stay more fully and makes them feel well cared for.
Enable Text Messaging for Your Hotel Phone Number
Hotels allow guests to text directly to your hotel’s phone number. This makes it easy for them to ask questions, book reservations, or request services, all through simple text messages. This enhances communication, allowing guests to easily connect with you while simplifying the process of handling their requests. This is also called landline text messaging.
Schedule and Confirm Guest Reservations
When guests priorly want to book rooms, spa services, pool facilities, outdoor areas or restaurants, hotels through SMS for hotel can do it. By utilizing automated hotel text messaging to schedule and confirm guest reservations efficiently, you can send hotel confirmation texts to ensure guests have all the details they need. This reduces the chances of errors and ensures guests are well-informed, leading to a smoother check-in process.
Gather Feedback and Boost Online Reviews
The hotel industry runs smoothly when they abide by their guest’s requests and offer them services that they want. After a contented stay, collect guest feedback via hotel guest text messaging to improve your services. SMS for hospitality makes it easy to send post-stay surveys and requests for reviews. Positive feedback through online reviews and word-of-mouth can enhance your online and offline reputation, while constructive criticism helps you make necessary improvements to offer your guests the best experience.
Speed Up Valet and Bellhop Communication
Imagine your guests waiting for their cars and it is taking forever to come. To handle this situation, hotels should use a valet text messaging system. This ensures that customers are well-informed about their vehicle status. Also to enhance operational efficiency with hotel text messaging hotels should use bellhop services. Bellhop services through text messages can be used to quickly coordinate guest arrivals and departures. This speeds up service and ensures guests receive prompt assistance, improving their overall experience and satisfaction.
Use cases of SMS for hotels
Booking Confirmations and Reminders
Sending hotel confirmation texts and reminders via hotel text messaging ensures guests have all the necessary details about their reservations, reducing the likelihood of missed check-ins and cancellations. This simple yet effective communication method improves the guest experience by providing timely and convenient updates. Here’s an example:
For booking confirmations-
“Hi [Guest Name], your booking at [Hotel Name] is confirmed! We’re excited to welcome you on [Check-in Date]. Your reservation number is [Reservation Number]. If you need to make any changes or have questions, just reply to this message. See you soon!”
For reminders-
“Hi [Guest Name], this is a friendly reminder of your upcoming stay at [Hotel Name] on [Check-in Date]. We look forward to your arrival! Let us know if you need anything before your stay.”
Room Upgrade Offers
Using hotel text messaging, you can automatically send SMS hotel deals for room upgrades to guests before their arrival. This encourages guests to consider the premium facilities of upgraded rooms, potentially enhancing their stay significantly. Here’s an example:
“Hi [Guest Name], upgrade to a deluxe room at [Hotel Name] for just $30 more per night! Reply ‘UPGRADE’ to confirm. Enjoy your staycation at [Hotel Name]!”
Room Service Notifications
With automated hotel text messaging, guests can be notified when their room service is on the way or has been delivered. This not only eases any anxiety about timing but also keeps them informed and satisfied, ensuring a smoother stay. Here’s an example:
Dear [Guest Name], your room service order is on its way and will arrive shortly. Enjoy your meal, and let us know if you need anything else.”
Breakfast/Dining Reservations
SMS hospitality services can streamline the reservation process for hotel dining options. Guests can simply book the slots according to their preferences, as sms for hotel gives them varied options to choose from. This makes the reservation process hassle-free giving customers an edge for their time. Here’s an example:
“Good morning [Guest Name]! Book your breakfast table at our restaurant for tomorrow by replying ‘BREAKFAST’. We look forward to serving you!”
Early Check-In/Late Check-Out Requests
Offer early check-in or late check-out options through your hotel text messaging system. This makes your hotel services empathetic towards your guests and their circumstances, making it easier for customers to return more and give better reviews as they feel valued and appreciated. Here’s an example:
“Hi [Guest Name], need extra time? We can extend your check-out to 2 PM for an additional $20. Reply ‘YES’ to confirm.”
Birthday/Anniversary Offers
Celebrate special occasions by sending personalized birthday or anniversary offers via SMS for hospitality. This thoughtful approach allows you to connect with your customers on a personal level, enhancing customer retention and strengthening their loyalty to your hotel. Here’s an example:
“Happy Birthday, [Guest Name]! Enjoy a complimentary dessert at our restaurant today. Celebrate your special day with us!”
Emergency Alerts
Use hotel guest text messaging to send important emergency alerts to guests, ensuring their safety. This is one of the most important use cases of text messaging. It ensures the safety of guests and helps them make conscious decisions. Here’s an example:
“Attention [Guest Name], due to [specific emergency], please follow the staff’s instructions and proceed to the nearest exit. Your safety is our priority.”
Weather Notifications
You can send guests real-time weather updates using SMS for the travel industry. Visitors often want to spend their day exploring the city they are in. Receiving weather forecast sms beforehand can be beneficial, as they can plan their day and outfits accordingly, not stressing about the weather mishap that occurs last minute. Here’s an example:
“Good morning, [Guest Name]. Today’s forecast: sunny and 75°F. Perfect for a day at the beach! Need recommendations? Reply ‘CONCIERGE’.”
Guest Support and Concierge
Offer instant guest support and concierge services through hospitality SMS services to ensure that your guest needs are fulfilled instantly and effectively. These features play an important role in customer retention as customers feel valued, and listened to. Here’s an example:
“Hi [Guest Name], how can we assist you today? Reply with your request, and our concierge will take care of it right away.”
Promotional Discounts
You can promote special discounts and deals through hotel SMS marketing. This enables guests to look for better deals prompting them to book the hotel again. Here’s an example:
“Hi [Guest Name], enjoy 20% off your next stay at [Hotel Name]! Book now using code SAVE20. Offer valid until [Date].”
Post-Stay Surveys
This is one of the most crucial aspects of SMS for hotel. By gathering feedback via post-stay surveys through hotel text messaging, you can show guests that your staff is dedicated to continuous improvement and genuinely values their opinions. This proactive approach not only helps identify areas for improvement but also reinforces a commitment to delivering exceptional service, leading to higher guest satisfaction and loyalty. Here’s an example:
“Thank you for staying with us, [Guest Name]! We value your feedback. Please take a moment to fill out our survey: [Survey Link].”
Customized Welcome Messages
Hotels should send a short welcome message to hotel guests to make them feel at home upon arrival. A simple, Short welcome message for hotel guest sets a warm tone for their stay, making them feel valued and cared for, and creating a positive first impression that can enhance their overall experience. Here’s an example:
“Welcome to [Hotel Name], [Guest Name]! We’re delighted to have you with us. If you need anything, just reply to this message.”
Instant Service Requests
Automate hotel text messaging to efficiently handle instant service requests. This ensures that guest needs are addressed promptly, from extra towels to room service, enhancing their experience by providing quick and reliable support throughout their stay. Here’s an example:
“Hi [Guest Name], your request for extra pillows has been received. They’ll be delivered to your room shortly.”
These use cases show how SMS for hospitality can enhance customer retention rate, and guest experience, improve operational efficiency, and drive engagement across various aspects of the hotel stay.
Top 5 Hotel Texting Platforms to Boost Guest Engagement and Operational Efficiency
Wondering which platform to choose? Here is a list of the top 5 SMS for hotel services that you can compare:
- Emitrr
- Textline
- ClickSend
- EZ Texting
- TextUS
1. Emitrr
Emitrr is an all-in-one communication platform designed specifically for SMS for hotel, offering powerful automation tools that enhance guest communication and streamline hotel operations. The software is super easy to use, there are no binding contracts, and no hidden charges and allows you to text effortlessly. Whether you need to launch text campagains or message one person individually, Emitrr helps you to do everything with its advanced-texting capabilities.
Features of Emitrr
- It supports over 500+ integrations
- You can send 1000 text messages at the same time
- Import your prime contacts with a few clicks
- Integrates landline-texting
- Promotes two-way communication
- Automatically syncs data from your current CRM (EMR/PMS/Scheduling platforms)
- Send customized messages on a large scale
- Send surveys like pre/post stay surveys via text message
- Send automated messages
- Engage customers with drip campaigns
- Monitor the effectiveness of your retail marketing efforts
- Analyze key metrics such as delivery rate and response rate
- Helps in developing segmented lists for multi-touch text messaging campaigns.
2. Textline
Textline is a versatile and intuitive hotel text messaging platform that facilitates real-time, two-way communication between hotel staff and guests.
Features of Textline
- Send automated messages
- Lets you send group messages and multimedia messages (MMS)
- Has two-way texting
- Shares survey via text message
3. ClickSend
ClickSend is a multifaceted messaging platform that supports various communication channels, including SMS for hotel. It’s ideal for hotels looking for guest communications.
Features of ClickSend
- Send bulk messages at once
- Send automated messages
- Promotes 2-way sms conversations
4. EZ Texting
EZ Texting is a widely used SMS for hotel services platform known for its simplicity and effectiveness. It offers multiple tools for creating and managing bulk messaging campaigns, making it effective for hotels looking for hotel SMS marketing.
Features of EZ texting
- Reach many with customized texts
- Streamline replies using templates
- Automates responses for efficiency.
5. TextUs
TextUs is a dynamic platform that excels in real-time, two-way hotel guest text messaging, providing a direct and personal way for hotels to communicate with guests.
Features of TextUs
- Helps in reaching a broader audience at the same time
- Let’s you personalize and automate text messages
- Unlimited text campaign size
- Create custom keywords for your contact list
- Helps in management and simplifying insights
Best Practices To Follow While Sending SMS For Hotel
These are a few practices hotels should foster while sending sms for hotel:
Always Get Consent
Before sending SMS messages, ensure you have obtained explicit consent from guests. This not only complies with legal requirements but also respects their privacy. By securing consent, you build trust and create a positive communication experience.
Include Opt-Out Instructions
Always provide guests with an easy way to opt out of receiving SMS messages. Including opt-out instructions in every message demonstrates respect for their preferences and ensures compliance with regulations. This transparency helps maintain a positive relationship with guests.
Always Include a CTA
Incorporate a clear call-to-action (CTA) in every SMS. Whether it’s to confirm a booking, access a special offer, or contact the hotel, a CTA guides guests on what to do next. This encourages engagement and drives desired outcomes.
Personalize Your Messages
Tailor your SMS messages to the individual guest to enhance their experience. Use their name, reference specific details of their stay, or offer personalized recommendations. Personalization makes guests feel valued and increases the effectiveness of your communication.
Keep TCPA Compliance in Mind
Adhere to the Telephone Consumer Protection Act (TCPA) regulations when sending SMS messages. This includes obtaining consent, respecting opt-out requests, and maintaining proper records. Compliance not only protects your hotel from legal issues but also ensures ethical communication practices.
How To Send SMS through Emitrr?
Follow these steps to send an SMS for hotel through Emitrr–
- Go to Emitrr’s dashboard click right on the “send” option and then choose the “new message” option.
- Once the message box appears, click on “Select contact”. You can choose a single contact or multiple contacts to send bulk messages.
- Craft your message in the box and hit send.
- You can schedule messages by tapping on the clock near the send option and choosing the time and date accordingly.
- Track the delivery status, open rates, and response rates of your group text message through Emitrr’s analytics dashboard.
FAQs
SMS improves guest satisfaction by providing instant, personalized communication that enhances the overall experience. With a hotel text messaging system, you can send timely updates, fulfil service requests, and offer personalized promotions. This real-time engagement ensures that guests feel valued and well cared for throughout their stay, leading to higher satisfaction and positive reviews.
With SMS for the hospitality industry, you can send a variety of messages including booking confirmations, check-in and check-out reminders, room service notifications, promotional offers, emergency alerts, weather updates, and post-stay surveys. With platforms like Emitrr, you can use Hotel SMS marketing which allows for both operational and promotional communication, ensuring that guests receive relevant information and offers at the right time.
When choosing an SMS platform for your hotel, consider its ability to integrate seamlessly with your existing systems, such as your Property Management System (PMS) or Customer Relationship Management (CRM) tools. Ensure a platform like Emitrr offers robust features like automation, segmentation, and two-way messaging, allowing for personalized and efficient communication.
Conclusion
In a nutshell, SMS for hotel is ideal for the hotel industry as it solves all the communication problems one faces and it also helps in reducing the workload of staff. Emitrr offers great texting services that can prove beneficial for your hotel business. Features like two-way texting, mass texting, automation and customization of texts, support over 500+ integrations and more. Choose Emitrr today and book a demo to scale your business to the top.
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