Hospitality Highlight: Microtel Inn & Suites Shelbyville

The Microtel Inn & Suites Shelbyville takes guest service to the next level through Kipsu while also increasing internal operations and survey scores.

February 20, 2018
Hotel Guest Service
Hotel Guest Messaging
Hospitality Highlight

The Microtel Inn & Suites Shelbyville is a topnotch, select-service hotel located in the middle of Tennessee. Being a quick drive to both Nashville and Chattanooga, and just minutes away from The Tennessee Walking Horse National Celebration Grounds, the Microtel Inn & Suites Shelbyville serves a large mix of business and leisure travelers. They recently implemented Kipsu in October of 2017 and have already seen impactful changes in brand scores and guest engagement. The staff has truly embraced the power of text messaging and is taking their excellent service to the next level.

Leeann Leversen, General Manager and Kipsu extraordinaire says, “We definitely love the Kipsu feature” and has a variety of reasons why!

They have adapted really well to Kipsu. It’s really no different from texting on their own phones except they’re not talking to friends and family, they are talking to our guests.Leeann Leversen, General Manager

The staff at the Microtel Inn & Suites Shelbyville seamlessly adopted Kipsu into their daily routine and have been leveraging the feature to its fullest capacity. Leversen says, “They have adapted really well to Kipsu. It’s really no different from texting on their own phones except they’re not talking to friends and family, they are talking to our guests.”

The front desk operations have seen two key benefits of Kipsu. The first is responding to difficult guests in a frictionless and effective way. Leeann states, “The team overall feels less tension from the [difficult] interactions with guests.” The notable second benefit is a decrease in front desk calls.

One unexpected door that Kipsu helped open is the ability for repeat guests to book their next stay via text. “We have quite a few [guests] now that will text us to let us know that they are coming back to town and make reservations that way, and that’s been a good benefit for the staff and for the guests,” said Leversen.

I feel that its aided a lot in increasing our customer service presentation to the guest.Leeann Leversen, General Manager

The Microtel Inn & Suites Shelbyville continues to wow their customers with attentive service by listening to all their guests needs. Whether it’s good or bad feedback, the Microtel Inn & Suites Shelbyville loves being able to capture that immediate feedback and proactively respond rather than being reactive. “It’s offering guests an option to immediately speak up if there’s something that they dislike or to let us know that there is something that they do like,” said Leversen.

Because of this focus on stellar service and the use of Kipsu, The Microtel Inn & Suites Shelbyville has seen their internal survey scores increase immensely. When talking to Leeann Leversen about if Kipsu has impacted WynReview scores she said, “Absolutely, they definitely have increased in a lot of different ways since October.”

Although the Microtel Inn & Suites Shelbyville has only been using Kipsu for a few months, through the staff’s driven and competitive spirit, they have taken Kipsu to the next level. This in turn has boosted their survey scores and overall guest satisfaction. We are excited to see the Microtel Inn & Suites Shelbyville continue to succeed and provide their guests with an amazing experience.

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