Top hotel messaging solutions aren’t just another process for hotel teams, but rather a huge benefit to their efficiency and the guest experience. 

Part of what sets hospitality guest messaging solutions like Kipsu apart from other platforms is the personalized onboarding experience. Hotels are matched one-on-one with professionals who are focused on onboarding one property at a time!

The process

With a streamlined onboarding experience, hotel teams can be expected to be up and running in less than two weeks from the day that they sign the agreement. Depending on the property, the actual training can be as short as 20 minutes. 

There’s three steps to the Kipsu onboarding process, according to our Onboarding Aficionado Tony Trousdale:

• Data gathering from the property: this is the compilation of key information for each hotel into the platform.
• Implementation of the team’s Kipsu site: this is the technical stuff that enables the platform to connect with guests via SMS and other digital channels. 
• Training: a short, personalized session covering the ins and outs of the tool.

“Hotels can go live in a day, if they really want!” said Trousdale. “We learn what their needs are and customize the experience for them.”

The training covers aspects like Welcome Messages, Mid-Stay check-ins, and other important features like Dispatch and Handoff, which function as internal communication channels between hotel teams.

Other aspects of hospitality messaging training include how to gain consent to communicate with guests. Something like, “May I confirm your mobile number? I’ll send you a Welcome Message, and if you need anything during your stay, simply reply to that text,” ensures compliance with TCPA and GDPR regulations.

The team

The Kipsu Onboarding team provides both virtual and in-person training—a few of which have happened post-pandemic, in the Midwest where Kipsu is stationed. 

After a hotel “graduates” from onboarding, the team follows up seven and 14 days after, to make sure everything is running smoothly. Then they’re transferred to our Engagement and Customer Success teams, who are on call to help with any issues—support is also available 24 hours a day.

“Usually people get it pretty quickly,” Trousdale said. With a background in hospitality, from front desk management to onsite training, he knows full well how helpful of a tool Kipsu can be.

In fact, the Kipsu hospitality onboarding team has a total of 15 years of collective experience in the hospitality industry. “I wish we had it for my team back in the day,” he said.

One member of the onboarding team gets assigned to one hotel as they come in, providing a one-on-one and customized experience for each property. 

The results 

Kipsu stands out amongst guest messaging systems not only because of our personalized onboarding experience, but because it allows hotels to reach 100 percent of their guests that opt into communication. 

“It’s not just another system, we treat it as another employee of the hotel,” Trousdale said. “It’s going to benefit you, it’s not another process but rather it’s about improving both the guest and employee experience.”

Benefits of using the hotel texting service for employees that his team covers include: 

• Reducing front desk traffic
• More time to respond to guests and prioritize their requests 
• More mentions in guest reviews
• Building a buffer in escalated situations between hotel teams and a guest 
• Record of guest interactions

Kipsu onboards and works with over 3,500 hospitality partners to elevate the guest experience and increase guest satisfaction. 

Want to give it a chance? Schedule a conversation with our awesome team today. 

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