In the world of hospitality, every moment with a guest is an opportunity to build a stronger relationship, enhance their experience, and increase the likelihood of a return visit. However, managing guest communication can quickly become overwhelming, especially as hotels balance operational tasks with guest engagement.
Fortunately, AI-powered automation offers a way to streamline this process, ensuring that your guests receive timely, personalized communication throughout their entire journey, without adding to your team’s workload.
Let’s explore how automated guest communication, powered by the LasoExperience platform, can seamlessly cover pre-stay, in-stay, and post-stay touchpoints, enabling you to provide guests with a personalized experience at every step.
Pre-Stay: Setting the Tone for a Great Experience
Communication with your guests begins the moment they book. LasoExperience integrates with your hotel’s Property Management System (PMS) to pull booking details and send a pre-stay message. This initial contact allows guests to confirm their reservations, view booking details, and access important information about their upcoming stay.
By sending this type of message, hotels are helping guests feel prepared, valued, and reassured. There’s no need for a staff member to manually send this information, yet guests still receive a personal touch, contributing to a positive first impression.
In-Stay: Proactive Support and Personalized Offers
Once a guest checks in, AI-powered automated messaging can continue to enhance their experience. A welcome message is sent directly to the guest’s mobile device, letting them know that support is just a tap away.
This proactive approach shows the guest that their comfort is a priority. It opens up a direct communication channel, making it easier for them to request amenities or ask for assistance without having to contact the front desk.
Additionally, hotels can take advantage of in-stay messaging to send personalized offers that enhance the guest’s experience while driving incremental revenue. These offers are based on the guest’s stay context, such as their room type, length of stay, or previous interactions.
Guests appreciate relevant, timely offers, and these messages often lead to higher conversion rates than generic promotions. By tailoring offers to the guest’s preferences and sending them at optimal times, hotels can boost both guest satisfaction and revenue.
Mid-Stay: Checking in to Ensure Satisfaction
Automation also allows hotels to check in with guests mid-stay to ensure everything is going smoothly. A simple feedback request helps you address any potential issues before they become larger problems, while also showing the guest that their comfort matters to you.
By soliciting feedback during the guest’s stay, hotels can proactively resolve concerns in real time. This leads to more satisfied guests, better reviews, and higher loyalty. Guests who feel heard and cared for are more likely to return.
Post-Stay: Building Long-Term Relationships
After guests have checked out, automated messaging can keep the conversation going. A well-timed follow-up not only thanks the guest for their stay but also invites them to provide feedback.
Many hotels use this opportunity to offer incentives for future stays, keeping guests engaged and fostering loyalty. These messages can also promote future events or offer exclusive deals for returning guests. For example, if your property is hosting an event or launching a seasonal promotion, a nicely timed post-stay message can give guests a reason to come back.
Takeaways
Automated messaging doesn’t mean sacrificing the personalized touch that guests expect. In fact, by using data-driven insights and automation, hotels can ensure that guests receive the right messages at the right time throughout their stay. By integrating LasoExperience automated communication tools, your hotel can unlock a new level of guest engagement and satisfaction, build loyalty and drive revenue.
