Discover how a Unified Inbox can revolutionize your hotel's guest communication by consolidating messages across channels, improving response times, and enhancing guest satisfaction. Learn how Guestara helps streamline operations and boost revenue.
Discover how a Unified Inbox can revolutionize your hotel's guest communication by consolidating messages across channels, improving response times, and enhancing guest satisfaction. Learn how Guestara helps streamline operations and boost revenue.
Picture this: A guest sends an email before arrival, requesting an adjacent room. One of the hotel staff acknowledges the request, but misses out on updating the team about it.
On the day of arrival, while enquiring at the front desk, the guest realizes their request was never met. To make matters worse, there were no adjacent rooms available on that day either.
A terrible first impression, right? Is there a solution? Certainly, there is…
'Unified Inbox’, i.e. a fully integrated and centralized guest messaging platform that effortlessly streamlines all your guest messages and reservation details into a single interface, ensuring you don’t miss out on any communication.
In fact, 70% of travelers prefer communicating via digital channels with hotels, i.e. either through live chat, WhatsApp, email, SMS, etc., making the adoption of Unified Inbox for hotels more crucial than ever
Excited to know how it will transform your guest engagement strategy? Let's begin.
The major difference between a traditional method and a unified inbox is the efficiency it offers to both guests and hotel staff alike.
Let's understand how…
Earlier, traditional methods of hotel guest messaging involved either calling or interacting with the front desk in person. However, owing to staff shortages or high occupancy, hotels had to manage multiple guest requests simultaneously. This further led to engaged front desk lines or long queues, causing delayed responses and guest dissatisfaction.
Traditional methods were no longer optimal. It eventually became vital to improve the overall guest communication strategy.
Hence, modern methods had to emerge, giving rise to the consolidation of guest messages into a single interface, i.e. a Unified Inbox. The staff could now view and respond to all the guest messages, without worrying about engaged lines or long queues, thereby improving the overall guest experience.
No matter which platform your guests prefer to communicate with your hotel - a unified inbox seamlessly consolidates all your guest messages and reservation details into a single interface. The best part? It saves a lot of time since your team no longer has to switch between multiple platforms to track guest messages.
But why does it matter in hospitality?
Well, it matters because siloed guest data leads to miscommunication and delayed responses. In fact, employees across sectors often spend 10% of their time integrating disconnected systems to ensure customer queries are answered accurately.
With a unified inbox for hotels, your staff can seamlessly manage and promptly respond to multiple guest queries, requests, escalations, etc., thereby ensuring clear communication and prompt responses.
Since we have understood the importance of a unified inbox in hospitality, let’s explore a few key benefits of the same.
Different guests prefer different communication platforms. For instance, corporate/ business travellers prefer emails or SMS to maintain a formal interaction, or millennials/ Gen Z interact via WhatsApp for a more casual approach.
With a unified inbox, hotel can view all the guest messages in a single interface and no longer have to worry about switching between multiple platforms. The unified feature also allows conversations to remain in the same thread even if a guest switches between multiple platforms.
Guests interact with different staff members at different stages of their journey. This leads to difficulty in keeping track of the guest requests if communicated verbally.
With the help of a unified inbox, the staff can maintain internal notes about the guest requests, enabling other staff members to refer notes for a clear overview. This ensures that staff remains up to date and also prevents guests from repeating their request.
Optimally integrated with your internal systems, a unified inbox significantly boosts your hotel's response time. But how? Whenever a guest messages, your staff gets instantly notified. This prevents your staff from switching between multiple platforms, thereby increasing the chances of prompt resolution.
In fact, as per reports, 40% of guests expect a response within the first hour, and 79% expect within 24 hours. Thus, a real-time hotel guest messaging system will always outpace any other type of messaging system, allowing you to respond to queries and service requests promptly, thereby improving guest satisfaction.
Example: Capsule Hotels has managed to save time by organising all their guest communication channels into a single platform. They now have more time to create a personalized and inclusive experience for their guests.
Even today, most hotels rely on multiple tech stacks to engage with their guests. Such systems often lead to siloed data, which further results in miscommunication and operational inefficiencies. A unified inbox for hotels not only streamlines hotel guest communication effortlessly but also ensures every guest message is addressed.
Here's how you can simplify and enhance guest engagement with the help of a unified inbox. Let’s begin.
No matter which platform your guests prefer to contact your hotel — either it’s email, SMS, WhatsApp, OTAs, website chatbot, etc. A unified inbox consolidates all your guest messages from varied channels, ensuring you don’t miss out on service requests, queries or escalations.
Moreover, not only does it prevent your staff from keeping track of multiple guest messaging systems, but also considerably reduces front desk lines or long queues.
Whether your guest has requested an early check-in or has enquired about your hotel's ancillary services — a Unified Box offers easy access to past records, helping your staff on roster shifts to keep track and prevent miscommunication.
The best part? It ensures that your staff and the guests are on the same page, thereby preventing guests from following up multiple times.
Studies show that nearly 30% of travelers prefer a hotel that manages service requests via automated messaging. Considering that it’s much easier to find help through text compared to reaching out to a person who can assist.
On the other hand, implementing AI powered guest communication offers prompt responses to frequently asked questions, general queries, etc. considerably saving a lot of staff and letting them focus on enhancing in person guest interaction.
Whether your brand tone or voice is youthful or traditional, friendly or luxurious — an easy-to-use, customizable template helps you effortlessly differentiate yourself from your competitors.
In fact, a distinct tone helps you stand out. Hence, incorporating a unified inbox coupled with automated guest messaging will redefine how you interact with your guests.
Whether the guest is at pre-arrival, in-stay or post-stay stage — delayed responses or unresolved guest queries negatively impact the hotel’s brand loyalty. To avoid that, leveraging a 24/7 chatbot service for guest communication is ideal to offer prompt resolutions.
In fact, studies indicate that 90% of guests usually open a text within three minutes of receiving it, whereas 20% in the case of email. This proves how crucial it is to offer real-time automated messaging with the help of a unified inbox to enhance guest satisfaction levels.
Whether you are a short-term rental, a hotel chain, a hostel, etc, your initial step must be to evaluate and list down…
The next step is to ensure your tech stack seamlessly integrates with preferably everything listed below to achieve optimum results…
For instance, if a guest wants to place an early check-in request or wants more information on cab rental, tour recommendations, etc — no matter which communication channel they prefer, whether it's email or OTA. The message will be redirected to the Unified inbox dashboard.
Apart from effortless consolidation and easy-to-use interface, a unified inbox must have certain key features that enable guests to optimize their guest communication strategy. Here’s a list for your quick reference.
To sum up, a hotel must ensure to invest in a tech stack that simplifies and optimizes every aspect of a hotel-guest interaction.
Traditional methods of guest messaging have often led to inconsistent messaging and missed opportunities for engagement and upselling.
Unified Inbox, an inbuilt hotel guest messaging software by Guestara, allows you to manage guest messages from multiple sources at once — offering seamless communication and ensuring no opportunities are missed. The best part? With Open API Integration, Guestara can seamlessly integrate with your existing tech stack and enhance hotel operations and guest experience.
Your staff no longer has to switch between multiple tabs, as Guestara’s Unified Inbox seamlessly consolidates all the guest messages in one place.
Whether a guest enquires about cab rental details via Airbnb or places an early check-in request via email or SMS, your staff gets instantly notified
Guest Journey, coupled with the Unified Inbox is where the magic truly lies. But how? With just a few simple steps, the Guest Journey Feature helps you to share confirmations, personalized upsell offers, collect feedback, etc. via guests preferred communication channel.
The guest responses can then be viewed on the Unified Inbox. Moreover, you can also learn more about your guest preferences with every interaction, and let Guestara AI craft responses for you.
Whether it’s the PMS or OTA ID of the guest, check-in/check-out dates, guest documents, upsells (if any), etc — refer to guest details with the help of a Unified Inbox feature to gain more clarity about the guest's profile.
What's even more interesting is that the feature lets you add and view notes about the guest for enhanced internal communication.
Catering to guests with linguistic diversity must not seem like a tedious task. Hence, offering multilingual support along with your guest communication can be a game-changer.
With over 100+ languages, Multilingual Support by Guestara saves time and effort for both your guests and your team. It helps your team automate communication with your guests in their preferred language and leaves no room for interpretation.
Establishing a structure to the disorder, Unified Inbox for hotels certainly redefines your guest communication strategy, thereby impacting your bottom line.
We at Guestara, a hotel guest management software, not only streamline guest communication but also offer a host of other guest management services namely upselling, mobile check-in and checkout, guest sentiment analysis and review collection, etc. to name a few.
Excited to optimise your guest engagement and boost revenue? Contact Us or Book a Free Personalized Demo Today!
Discover how a Unified Inbox can revolutionize your hotel's guest communication by consolidating messages across channels, improving response times, and enhancing guest satisfaction. Learn how Guestara helps streamline operations and boost revenue.
Picture this: A guest sends an email before arrival, requesting an adjacent room. One of the hotel staff acknowledges the request, but misses out on updating the team about it.
On the day of arrival, while enquiring at the front desk, the guest realizes their request was never met. To make matters worse, there were no adjacent rooms available on that day either.
A terrible first impression, right? Is there a solution? Certainly, there is…
'Unified Inbox’, i.e. a fully integrated and centralized guest messaging platform that effortlessly streamlines all your guest messages and reservation details into a single interface, ensuring you don’t miss out on any communication.
In fact, 70% of travelers prefer communicating via digital channels with hotels, i.e. either through live chat, WhatsApp, email, SMS, etc., making the adoption of Unified Inbox for hotels more crucial than ever
Excited to know how it will transform your guest engagement strategy? Let's begin.
The major difference between a traditional method and a unified inbox is the efficiency it offers to both guests and hotel staff alike.
Let's understand how…
Earlier, traditional methods of hotel guest messaging involved either calling or interacting with the front desk in person. However, owing to staff shortages or high occupancy, hotels had to manage multiple guest requests simultaneously. This further led to engaged front desk lines or long queues, causing delayed responses and guest dissatisfaction.
Traditional methods were no longer optimal. It eventually became vital to improve the overall guest communication strategy.
Hence, modern methods had to emerge, giving rise to the consolidation of guest messages into a single interface, i.e. a Unified Inbox. The staff could now view and respond to all the guest messages, without worrying about engaged lines or long queues, thereby improving the overall guest experience.
No matter which platform your guests prefer to communicate with your hotel - a unified inbox seamlessly consolidates all your guest messages and reservation details into a single interface. The best part? It saves a lot of time since your team no longer has to switch between multiple platforms to track guest messages.
But why does it matter in hospitality?
Well, it matters because siloed guest data leads to miscommunication and delayed responses. In fact, employees across sectors often spend 10% of their time integrating disconnected systems to ensure customer queries are answered accurately.
With a unified inbox for hotels, your staff can seamlessly manage and promptly respond to multiple guest queries, requests, escalations, etc., thereby ensuring clear communication and prompt responses.
Since we have understood the importance of a unified inbox in hospitality, let’s explore a few key benefits of the same.
Different guests prefer different communication platforms. For instance, corporate/ business travellers prefer emails or SMS to maintain a formal interaction, or millennials/ Gen Z interact via WhatsApp for a more casual approach.
With a unified inbox, hotel can view all the guest messages in a single interface and no longer have to worry about switching between multiple platforms. The unified feature also allows conversations to remain in the same thread even if a guest switches between multiple platforms.
Guests interact with different staff members at different stages of their journey. This leads to difficulty in keeping track of the guest requests if communicated verbally.
With the help of a unified inbox, the staff can maintain internal notes about the guest requests, enabling other staff members to refer notes for a clear overview. This ensures that staff remains up to date and also prevents guests from repeating their request.
Optimally integrated with your internal systems, a unified inbox significantly boosts your hotel's response time. But how? Whenever a guest messages, your staff gets instantly notified. This prevents your staff from switching between multiple platforms, thereby increasing the chances of prompt resolution.
In fact, as per reports, 40% of guests expect a response within the first hour, and 79% expect within 24 hours. Thus, a real-time hotel guest messaging system will always outpace any other type of messaging system, allowing you to respond to queries and service requests promptly, thereby improving guest satisfaction.
Example: Capsule Hotels has managed to save time by organising all their guest communication channels into a single platform. They now have more time to create a personalized and inclusive experience for their guests.
Even today, most hotels rely on multiple tech stacks to engage with their guests. Such systems often lead to siloed data, which further results in miscommunication and operational inefficiencies. A unified inbox for hotels not only streamlines hotel guest communication effortlessly but also ensures every guest message is addressed.
Here's how you can simplify and enhance guest engagement with the help of a unified inbox. Let’s begin.
No matter which platform your guests prefer to contact your hotel — either it’s email, SMS, WhatsApp, OTAs, website chatbot, etc. A unified inbox consolidates all your guest messages from varied channels, ensuring you don’t miss out on service requests, queries or escalations.
Moreover, not only does it prevent your staff from keeping track of multiple guest messaging systems, but also considerably reduces front desk lines or long queues.
Whether your guest has requested an early check-in or has enquired about your hotel's ancillary services — a Unified Box offers easy access to past records, helping your staff on roster shifts to keep track and prevent miscommunication.
The best part? It ensures that your staff and the guests are on the same page, thereby preventing guests from following up multiple times.
Studies show that nearly 30% of travelers prefer a hotel that manages service requests via automated messaging. Considering that it’s much easier to find help through text compared to reaching out to a person who can assist.
On the other hand, implementing AI powered guest communication offers prompt responses to frequently asked questions, general queries, etc. considerably saving a lot of staff and letting them focus on enhancing in person guest interaction.
Whether your brand tone or voice is youthful or traditional, friendly or luxurious — an easy-to-use, customizable template helps you effortlessly differentiate yourself from your competitors.
In fact, a distinct tone helps you stand out. Hence, incorporating a unified inbox coupled with automated guest messaging will redefine how you interact with your guests.
Whether the guest is at pre-arrival, in-stay or post-stay stage — delayed responses or unresolved guest queries negatively impact the hotel’s brand loyalty. To avoid that, leveraging a 24/7 chatbot service for guest communication is ideal to offer prompt resolutions.
In fact, studies indicate that 90% of guests usually open a text within three minutes of receiving it, whereas 20% in the case of email. This proves how crucial it is to offer real-time automated messaging with the help of a unified inbox to enhance guest satisfaction levels.
Whether you are a short-term rental, a hotel chain, a hostel, etc, your initial step must be to evaluate and list down…
The next step is to ensure your tech stack seamlessly integrates with preferably everything listed below to achieve optimum results…
For instance, if a guest wants to place an early check-in request or wants more information on cab rental, tour recommendations, etc — no matter which communication channel they prefer, whether it's email or OTA. The message will be redirected to the Unified inbox dashboard.
Apart from effortless consolidation and easy-to-use interface, a unified inbox must have certain key features that enable guests to optimize their guest communication strategy. Here’s a list for your quick reference.
To sum up, a hotel must ensure to invest in a tech stack that simplifies and optimizes every aspect of a hotel-guest interaction.
Traditional methods of guest messaging have often led to inconsistent messaging and missed opportunities for engagement and upselling.
Unified Inbox, an inbuilt hotel guest messaging software by Guestara, allows you to manage guest messages from multiple sources at once — offering seamless communication and ensuring no opportunities are missed. The best part? With Open API Integration, Guestara can seamlessly integrate with your existing tech stack and enhance hotel operations and guest experience.
Your staff no longer has to switch between multiple tabs, as Guestara’s Unified Inbox seamlessly consolidates all the guest messages in one place.
Whether a guest enquires about cab rental details via Airbnb or places an early check-in request via email or SMS, your staff gets instantly notified
Guest Journey, coupled with the Unified Inbox is where the magic truly lies. But how? With just a few simple steps, the Guest Journey Feature helps you to share confirmations, personalized upsell offers, collect feedback, etc. via guests preferred communication channel.
The guest responses can then be viewed on the Unified Inbox. Moreover, you can also learn more about your guest preferences with every interaction, and let Guestara AI craft responses for you.
Whether it’s the PMS or OTA ID of the guest, check-in/check-out dates, guest documents, upsells (if any), etc — refer to guest details with the help of a Unified Inbox feature to gain more clarity about the guest's profile.
What's even more interesting is that the feature lets you add and view notes about the guest for enhanced internal communication.
Catering to guests with linguistic diversity must not seem like a tedious task. Hence, offering multilingual support along with your guest communication can be a game-changer.
With over 100+ languages, Multilingual Support by Guestara saves time and effort for both your guests and your team. It helps your team automate communication with your guests in their preferred language and leaves no room for interpretation.
Establishing a structure to the disorder, Unified Inbox for hotels certainly redefines your guest communication strategy, thereby impacting your bottom line.
We at Guestara, a hotel guest management software, not only streamline guest communication but also offer a host of other guest management services namely upselling, mobile check-in and checkout, guest sentiment analysis and review collection, etc. to name a few.
Excited to optimise your guest engagement and boost revenue? Contact Us or Book a Free Personalized Demo Today!
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