How Improving Customer Service Can Grow Your Hotel

How will Guest Connexxion grow your hotel’s business?

Today’s travelers demand fast responses and quick solutions. They don't want to be put on hold or listen to agents looking for records in their system. They don’t have time to wait days for an email reply, or send text messages that are left unanswered for hours.

It sounds so cliche, but time is money. And in today’s fast paced world, customers are eager to get back to their lives as soon as possible. If you snooze you lose, and your guests will start looking (and booking!) at your competition.

Communication is at the heart of human interaction, and it can make or break a hotel. So ask yourself this; how can your hotel improve its communications in order to grow and thrive?

You may find your answer in Guest Connexxion, a new software that allows hoteliers to proactively communicate with guests and prospects. Its multi-channel communication dashboard enables you to manage customer messages through email, live chat, Facebook Messenger, Whatsapp, Instagram, SMS, and Telegram — all in one inbox.

Guest Connexxion offers the flexibility to offer online customer service without the fear of being overwhelmed by a mass amount incoming messages. You offer travelers multiple ways to contact your hotel, without having to constantly check a myriad of inboxes.

So, how will Guest Connexxion grow your hotel’s business?

1. Your improved response rate will boost customer engagements

One of the most obvious benefits of Guest Connexxion is the multi-channel inbox. Whether a guest contacts you per Facebook or a prospects sends you a Whatsapp message, all your incoming messages are collected in one clear dashboard.

Travelers can also contact you through the multichannel chat button on your hotel’s website. This button allows them to contact you using their preferred communications method — whether that’s by phone, email, chat tools or social media.

Once you log in and access your Guest Connexxion account, you can read and reply to all messages without ever navigating to a different page or inbox. You can assign messages to colleagues or departments, and use Smart Suggestions to answer frequently asked questions. 

Responding quickly to questions, issues, and concerns, can positively impact your sales. You will capture your prospects early in the decision-making process as no message stays unread or unanswered for long.

2. Your personalized service will create repeat guests

With Guest Connexxion’s simplified dashboard, it's never been easier to offer relevant customer experiences. You can get to know your guests before they arrive, then further strengthen your relationship during their stay. As you increase your knowledge of your guests, you will create more personal connections with them.

Satisfied guests can become brand ambassadors who provide valuable feedback, write positive reviews and recommend your hotel to friends and family. Your guests’ trust will pay for itself many times over. Plus, by offering personal attention and hands-on service you might convert OTA guests into future direct bookings.

When a repeater guests contacts your hotel, Guest Connexxion shows you previously stored guest data. These key details include information about previous visits, room preferences, dietary requirements, posted reviews, and past communications. You can add additional customer information as it becomes available to you. You’ll be confident in knowing the full history of a guests before you join the conversation. 

3. Your upsells and cross-sells will increase your revenue

Upselling and cross-selling are two great ways for your hotel to boost incremental revenue on bookings. During the booking process you can subtly let your guests know about limited promotions, available room upgrades, restaurant specials, upcoming events, trips and tours, and other service-oriented information.

Guest Connexxion lets you check in with your guests periodically during their stay through their preferred communication channel. You can inquire if everything is satisfactory or ask them to rate their experience. When their stay has been positive so far, you can present your guests with the opportunity to write you an online review. When their experience is less than great, you have the chance to solve possible problems days before the guest checks out.

And of course, offering guests an incentive when booking a return visit, is always a great way to generate additional revenue. In your dashboard you will find previous correspondence regarding offered rates, preferences, and special requests. Managing your messages through Guest Connexxion allows you to easily offer customized deals and packages to travelers any time you choose.

Is this something for your hotel?

With Guest Connexxion, you will not only save time, money, and effort. You will improve your customer service, your guest experiences, and your inbox workflow. Plus, you will increase your hotel's online reviews, direct bookings, and revenue. The investment starts at just $99 per month. You can request a free demo or sign up for a 30-day free trial.