How An Idea Innovated an Industry

Our customers needed an easy and reliable method for their guests to communicate with the front desk from anywhere on or off the properties. What started as just a basic concept evolved into a comprehensive SaaS System add on product.

A SaaS Systems Evolves

• Sent the guests welcome and opt-out text messages after checking in, but added a delay allowing them to get settled into their room. This increased guests usage by two fold.
• Sent thank you text message and added the hotels contact card with a photo to the guests after checking out to improve direct bookings.
• Added an easy check in and checkout survey message for guests and any low scores were sent to a management queue who were notified by text, required to resolve the task, and document how it was resolved.
• Added an automated text response to any frequently asked guest questions such as when is checkout, breakfast, pool hours, directions, etc. Hotels were also allowed to customize these responses.
• Auto routed guest requests to the appropriate on duty staff and created high priority housekeeping and maintenance tasks such as "I need more towels" or "the sink is broken".
• Used mobile push alerts to the assigned employees to increase guest response times. Guests were also automatically notified once their request had been completed.
• Ensured guest messages were replied to in a timely manner by adding visual blinking and audio alarms. All open guest requests and tasks were also included in the texting and main system interfaces with color coded counters.
• All guests could be sent a bulk message to make them aware of any problems, concerns, or special events on the property.
• Ensured the same phone number for multiple rooms never received more than one automated text message.
• Allowed the front desk staff to manually add or remove phone numbers to rooms.
• Ensured the front desk staff were able to see and add to all text messages automated or otherwise. As well as one click task creation for any guest requests.
• Ensured all guest information was 256bit encrypted in the database.
• After waiting 5 days for the checkout survey we purged all reservation data permanently.

Customer Results

• Room refunds went to near zero most months from $5,000 - $15,000 per month.
• Front desk phone calls were drastically reduced freeing up staff.
• TripAdvisor scores also increased with no negative reviews.
• About 45% of guests with valid phone cell phone numbers utilized the feature.
• About 30% of guests sent a check in or checkout survey.
• On average 25% of the guests questions and requests were automatically answered or routed.
• Guests were also commenting online on the hotels having such a great feature and how responsive the staff was to all of their requests.