Hospitality is an industry that was hit hardest during the COVID-19 pandemic, and is coming back one of the strongest. With a fast recovery comes unpreparedness, as staffing continues to be slim and the steady flow of travelers overwhelms small teams.

Tools like hospitality texting have helped hotel teams worldwide manage these constant requests, ensure every guest is taken care of, and overall feel less stressed on the job as things go back to some semblance of normal.

Contactless communication

Hotel texting provided a safe and contactless way for guests to communicate their needs with staff during times of uncertainty, and it’s still helping those who want to remain cautious. Having digital communication as an option is making travel more accessible for all.

At the Georgian Bay Hotel & Conference Centre, first responders stayed at the resort during times of crisis and needed a way to communicate without risking themselves and hotel staff. “They really appreciated [hotel texting] and being able to let us know their changing schedules,” Emily Stroud, Manager of Brand Experience & Partnerships, said. 

Guest messaging for hospitality proved essential for this property during the thralls of the pandemic, and is still proving to be important for staff and guests alike.

“We don’t know the situation of our guests, they could be high risk or someone they love is high risk,” Stroud said. “[Hotel texting] allows us to communicate with them on the same level.”

Efficiency is key

When teams aren’t at full force or someone calls in sick, efficiency is more important than ever. Tools like hospitality messaging help front desk staff manage tasks simultaneously, answer questions at the touch of a button, and ensure all guests are happy.

At the Hyatt Place Buffalo/Amherst, hotel texting has made the process more efficient for the front desk team, and is now fully ingrained in day-to-day operations. 

“A front desk team member wouldn't be able to do their tasks without it,” Matthew Chiazza, General Manager, said. His team appreciates the ability to come up with a response via digital messaging, as opposed to being put on the spot over the phone or at the front desk.

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Streamin’ teams 

Increased efficiency isn’t just beneficial for guests—it helps streamline team processes and decrease staff stress. With the instantaneous nature of hotel messaging, requests are sent, received, and taken care of quickly.

Questions can be answered at the touch of a button, with the option to store documents within top hotel text messaging systems for restaurant menus, hours of operation, and offerings in the nearby area. Welcome note message templates can also be utilized to send out welcome messages automatically, increasing guest engagement.

Top hotel texting services can also be a great way for teams to communicate internally. Whether someone needs to swap shifts, or a maintenance issue needs to be elevated to another area of the hotel, front desk teams can organize internally without any disruption on the guest end.

The team at the Hilton Columbus Downtown uses the tool for just that: internal team communication and back-of-house conversations, which helps with coordination and new hires.

“It’s so ingrained, all of our guests know about it as well,” Kim Johnson, Director of Front Office Operations, said. “It’s a great platform.” 

Integrations = time saved

Digital messaging for hotels doesn’t just provide texting — top platforms also integrate with multiple PMS and hotel technologies. Coordinating guest requests, closing maintenance tickets, and overall providing a satisfactory experience gets a lot easier when everything is in one place. 

Even with smaller teams, front desk staff can organize work orders with the Quore integration, manage guest information with the OPERA integration, and more to provide a smoother guest experience. 

These are just some of the ways hotel texting is helping the hospitality industry get back on its feet. Learn more about texting for hotels or schedule a conversation with our team today.