Integration of AI-powered hotel text messaging with guest engagement platforms is predicted to transform the entire hospitality industry in the near future
Integration of AI-powered hotel text messaging with guest engagement platforms is predicted to transform the entire hospitality industry in the near future
Imagine a scenario, wherein you want to notify your guest about a power outage at your hotel. However, the guest is off on a trip without a stable internet connection and he might not be immediately responsive on a call either.
But you still need to follow your protocol.
So, what’s the best way for you to reach out?
Well, yes! It’s SMS, an effective tool that works on a cellular connection and is compatible with all devices. Additionally, it’s not just useful for communication but for marketing too.
In this article, we will learn about the significance of sms marketing for hotels and its implementation strategy. But before that, let’s understand what is hotel sms marketing.
As per statistics, mobile phone users worldwide are expected to reach 7.49 billion by 2025. Of which nearly 5 billion people, i.e. 65% of the population engage in text messaging. Hence, due to its immense reach, sms marketing for hotels is bound to be one of the most effective channels of guest communication and brand retention.
Additionally, instant messaging apps, although beneficial, are not compatible with feature phones. Hence, despite the growing number of smartphone users, targeting feature phone users is extremely essential. This proves SMS is a great way to connect with all types of mobile phone users, regardless of your guest’s device type.
But, why is sms marketing for hotels important and how can sms help you drive guest engagement? Let’s understand.
With a 98% open rate and 45% click-through rate, sms marketing is certainly regaining its standard as an effective marketing tool.
In the hospitality industry, prompt responses and resolutions build brand trust and loyalty. Guests will be more likely to return and recommend your hotel if their issues are resolved promptly, thereby enhancing their overall experience.
Hence, incorporating SMS as one of your marketing and engagement channels, among others will prove to be an indispensable asset to your hotel.
We have listed a few benefits of why should you integrate SMS into your hotel’s marketing strategy:
So let’s learn how SMS can help you drive guest engagement and a few best practices to implement in the following sections.
81% of consumers are likely to check their text notifications within 5 minutes of receipt. This proves that every business, including hospitality, must be present where their prospective guests are. To do that successfully, let’s explore the implementation strategy of SMS to drive guest engagement.
Firstly, decide whether you want to send informational or promotional messages or both. The next step is to determine your guest profiles. This will help you target informational content such as property directions and check-in instructions to first-time visitors. Whereas, loyalty programs and exclusive deals to repeat guests.
Every hotelier must comply with data protection and privacy laws. Moreover, you must clearly mention your objective of sms marketing and obtain consent from your guests. For instance, provide your guests an option to opt in and opt out of your subscriber’s list, anytime they wish.
Integration of the SMS platform with your existing software allows improved communication and reduced staff workload. Your team will be able to seamlessly respond to guest queries, communicate internally, automate tasks, make analytical-based decisions, etc. all in a unified inbox.
To achieve optimal results from your strategy, collate and segment your guest database based on your guest's hotel booking history, persona, preferences, etc. For example, based on the segmentation detail, recommend cultural, shopping areas, etc to leisure travellers and co-working spaces, networking events, etc to business travellers.
Offer real-time or automated messages by streamlining your hotel guest messaging system.
For example, create discounted packages (promotional) to target frequent or budget travellers. Alternatively, offer family-friendly attractions and excursions (informational) to guests travelling with family, leisure travellers, etc.
Timely retrieve and review the hotel KPIs such as RevPAR, Average daily rate, etc during the sms marketing campaign. Compare this with your hotel KPIs during the same dates of the previous year. This will help you evaluate and optimise your hotel SMS marketing to obtain better ROI on a year-on-year basis.
In 2024, 79% of consumers opted in to receive business texts. It proves that text messaging is here to stay because people want seamless communication with businesses. Listed below are a few tried and tested sms marketing best practices for hotels.
Schedule and arrange shifts for your hotel staff by sending reminders to them. At the same time, instantly connect and co-ordinate with your contractors such as electricians, plumbers, etc for timely resolution of guest escalation or regular hotel maintenance.
Whether it’s in-room dining, additional bed sheets or toiletries—your guests will be able to request the same with just a few clicks. Hotel guest messaging promptly resolves guest requests by redirecting the message to the designated department, considerably reducing the wait time.
Upsell by offering the best deals on your rooms and ancillary services. Offer discount coupons on access to VIP lounge, food and beverages, spa services, etc. This will inadvertently boost your hotel revenue and enhance guest satisfaction if implemented correctly.
Sending reservation confirmations and relevant alerts at every guest touchpoint enhances the overall guest experience. Additionally, sending timely reminders to update the guests about their scheduled tours, spa appointments, events, etc. is a must.
Requesting feedback after offering a particular service makes the guests feel valued. It assures them that you are willing to make their stay a wonderful one. At the same time, feedbacks are great insights into discovering your property’s USP and areas that need improvement.
Whether you are a hotel group, an independent hotel, a resort or a vacation rental, it’s essential that you leverage a multi-channel approach. Guests are more likely to recommend and revisit a property that offers seamless communication via multiple channels, i.e. SMS, WhatsApp and email. Nonetheless, avoid being too pushy with your marketing strategy, despite the channel.
However, there are certain key differences between SMS and WhatsApp. Read on to know more!
From short-term interactions to long-term relationship marketing strategies, a hotel must communicate with guests at every stage to enhance their experience. Let’s explore two distinct yet unique strategies that work better together.
Until now, we have learnt the difference between transactional and promotional marketing strategies. Let’s explore the different types of sms templates under each.
Hospitality-specific sms templates are easy to use and save you considerable time and effort. We have categorised the templates based on transactional and promotional marketing strategies.
Read on to know more!
Note: Unlike email and WhatsApp, SMS has a limit of 160 characters for standard and 612 characters for bulk. Hence, your message must be concise and to the point. It’s recommended to use keywords and abbreviations, wherever necessary.
Hi [Guest Name], your stay at [Hotel Name] for [check-in to check-out date] is confirmed. Find your reservation details ‘HERE’. See you soon!
Housekeeping staff are assigned to visit your room at [time]. Reply with ‘RESCHEDULE’ or ‘REQUEST MORE SERVICE’, If required.
We are currently experiencing a power failure. The staff is working on restoring power. Expected to be resolved by [time]. CONNECT, If you need any help.
Hi [Guest Name]! We have a great deal for you. Avail [discount]% off on your next stay at [Hotel Name], valid until [date]. Click on CONNECT to know more.
Hi [Guest Name]! Grab this exclusive room upgrade offer to [room type} for just [discounted rate]/ night. Offer valid until [date]. CONNECT to know more.
Hi [Guest Name]! Sign up to be a Loyalty Program Member today. Redeem points, avail exclusive deals on your next stay with us, etc. Learn more: [link].
Several Hotel SMS marketing software offers similar features of integration, bulk messaging options, analytics etc. Here is a list of 5 SMS platforms that you can try.
As a hotelier, it’s best to use an SMS platform that offers industry-specific insights and features, as opposed to generic software. The former also provides a higher Return on Investment (ROI), thereby boosting the net profit margin.
Integration of AI-powered hotel text messaging with guest engagement platforms is predicted to transform the entire hospitality industry in the near future.
Improved operational efficiency, data analytics, multilingual support, targeted campaigns, etc are a few of the incredible benefits that it offers. We hope you do consider our suggestion of implementing an SMS marketing strategy. Until then, good luck!
Integration of AI-powered hotel text messaging with guest engagement platforms is predicted to transform the entire hospitality industry in the near future
Imagine a scenario, wherein you want to notify your guest about a power outage at your hotel. However, the guest is off on a trip without a stable internet connection and he might not be immediately responsive on a call either.
But you still need to follow your protocol.
So, what’s the best way for you to reach out?
Well, yes! It’s SMS, an effective tool that works on a cellular connection and is compatible with all devices. Additionally, it’s not just useful for communication but for marketing too.
In this article, we will learn about the significance of sms marketing for hotels and its implementation strategy. But before that, let’s understand what is hotel sms marketing.
As per statistics, mobile phone users worldwide are expected to reach 7.49 billion by 2025. Of which nearly 5 billion people, i.e. 65% of the population engage in text messaging. Hence, due to its immense reach, sms marketing for hotels is bound to be one of the most effective channels of guest communication and brand retention.
Additionally, instant messaging apps, although beneficial, are not compatible with feature phones. Hence, despite the growing number of smartphone users, targeting feature phone users is extremely essential. This proves SMS is a great way to connect with all types of mobile phone users, regardless of your guest’s device type.
But, why is sms marketing for hotels important and how can sms help you drive guest engagement? Let’s understand.
With a 98% open rate and 45% click-through rate, sms marketing is certainly regaining its standard as an effective marketing tool.
In the hospitality industry, prompt responses and resolutions build brand trust and loyalty. Guests will be more likely to return and recommend your hotel if their issues are resolved promptly, thereby enhancing their overall experience.
Hence, incorporating SMS as one of your marketing and engagement channels, among others will prove to be an indispensable asset to your hotel.
We have listed a few benefits of why should you integrate SMS into your hotel’s marketing strategy:
So let’s learn how SMS can help you drive guest engagement and a few best practices to implement in the following sections.
81% of consumers are likely to check their text notifications within 5 minutes of receipt. This proves that every business, including hospitality, must be present where their prospective guests are. To do that successfully, let’s explore the implementation strategy of SMS to drive guest engagement.
Firstly, decide whether you want to send informational or promotional messages or both. The next step is to determine your guest profiles. This will help you target informational content such as property directions and check-in instructions to first-time visitors. Whereas, loyalty programs and exclusive deals to repeat guests.
Every hotelier must comply with data protection and privacy laws. Moreover, you must clearly mention your objective of sms marketing and obtain consent from your guests. For instance, provide your guests an option to opt in and opt out of your subscriber’s list, anytime they wish.
Integration of the SMS platform with your existing software allows improved communication and reduced staff workload. Your team will be able to seamlessly respond to guest queries, communicate internally, automate tasks, make analytical-based decisions, etc. all in a unified inbox.
To achieve optimal results from your strategy, collate and segment your guest database based on your guest's hotel booking history, persona, preferences, etc. For example, based on the segmentation detail, recommend cultural, shopping areas, etc to leisure travellers and co-working spaces, networking events, etc to business travellers.
Offer real-time or automated messages by streamlining your hotel guest messaging system.
For example, create discounted packages (promotional) to target frequent or budget travellers. Alternatively, offer family-friendly attractions and excursions (informational) to guests travelling with family, leisure travellers, etc.
Timely retrieve and review the hotel KPIs such as RevPAR, Average daily rate, etc during the sms marketing campaign. Compare this with your hotel KPIs during the same dates of the previous year. This will help you evaluate and optimise your hotel SMS marketing to obtain better ROI on a year-on-year basis.
In 2024, 79% of consumers opted in to receive business texts. It proves that text messaging is here to stay because people want seamless communication with businesses. Listed below are a few tried and tested sms marketing best practices for hotels.
Schedule and arrange shifts for your hotel staff by sending reminders to them. At the same time, instantly connect and co-ordinate with your contractors such as electricians, plumbers, etc for timely resolution of guest escalation or regular hotel maintenance.
Whether it’s in-room dining, additional bed sheets or toiletries—your guests will be able to request the same with just a few clicks. Hotel guest messaging promptly resolves guest requests by redirecting the message to the designated department, considerably reducing the wait time.
Upsell by offering the best deals on your rooms and ancillary services. Offer discount coupons on access to VIP lounge, food and beverages, spa services, etc. This will inadvertently boost your hotel revenue and enhance guest satisfaction if implemented correctly.
Sending reservation confirmations and relevant alerts at every guest touchpoint enhances the overall guest experience. Additionally, sending timely reminders to update the guests about their scheduled tours, spa appointments, events, etc. is a must.
Requesting feedback after offering a particular service makes the guests feel valued. It assures them that you are willing to make their stay a wonderful one. At the same time, feedbacks are great insights into discovering your property’s USP and areas that need improvement.
Whether you are a hotel group, an independent hotel, a resort or a vacation rental, it’s essential that you leverage a multi-channel approach. Guests are more likely to recommend and revisit a property that offers seamless communication via multiple channels, i.e. SMS, WhatsApp and email. Nonetheless, avoid being too pushy with your marketing strategy, despite the channel.
However, there are certain key differences between SMS and WhatsApp. Read on to know more!
From short-term interactions to long-term relationship marketing strategies, a hotel must communicate with guests at every stage to enhance their experience. Let’s explore two distinct yet unique strategies that work better together.
Until now, we have learnt the difference between transactional and promotional marketing strategies. Let’s explore the different types of sms templates under each.
Hospitality-specific sms templates are easy to use and save you considerable time and effort. We have categorised the templates based on transactional and promotional marketing strategies.
Read on to know more!
Note: Unlike email and WhatsApp, SMS has a limit of 160 characters for standard and 612 characters for bulk. Hence, your message must be concise and to the point. It’s recommended to use keywords and abbreviations, wherever necessary.
Hi [Guest Name], your stay at [Hotel Name] for [check-in to check-out date] is confirmed. Find your reservation details ‘HERE’. See you soon!
Housekeeping staff are assigned to visit your room at [time]. Reply with ‘RESCHEDULE’ or ‘REQUEST MORE SERVICE’, If required.
We are currently experiencing a power failure. The staff is working on restoring power. Expected to be resolved by [time]. CONNECT, If you need any help.
Hi [Guest Name]! We have a great deal for you. Avail [discount]% off on your next stay at [Hotel Name], valid until [date]. Click on CONNECT to know more.
Hi [Guest Name]! Grab this exclusive room upgrade offer to [room type} for just [discounted rate]/ night. Offer valid until [date]. CONNECT to know more.
Hi [Guest Name]! Sign up to be a Loyalty Program Member today. Redeem points, avail exclusive deals on your next stay with us, etc. Learn more: [link].
Several Hotel SMS marketing software offers similar features of integration, bulk messaging options, analytics etc. Here is a list of 5 SMS platforms that you can try.
As a hotelier, it’s best to use an SMS platform that offers industry-specific insights and features, as opposed to generic software. The former also provides a higher Return on Investment (ROI), thereby boosting the net profit margin.
Integration of AI-powered hotel text messaging with guest engagement platforms is predicted to transform the entire hospitality industry in the near future.
Improved operational efficiency, data analytics, multilingual support, targeted campaigns, etc are a few of the incredible benefits that it offers. We hope you do consider our suggestion of implementing an SMS marketing strategy. Until then, good luck!
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