Hospitality Highlight: Raleigh Marriott City Center

The Raleigh Marriott City Center is setting the bar high when it comes to guest service. Learn how they use text messaging to personalize each guest's stay and increase satisfaction.

November 27, 2017
Hotel Guest Service
Hotel Guest Messaging
Hospitality Highlight

The Raleigh Marriott City Center, a lively, full-service property located right in the heart of North Carolina’s capital, is setting the bar high when it comes to guest service. Since the hotel is connected to the Raleigh Convention Center, it is packed with convention-goers and business travelers, while hosting leisure guests on weekends. This 400-room property strives to not only provide superior guest experience onsite, but also encourages guests to take advantage of all the sites downtown Raleigh has to offer! The Raleigh Marriott City Center has found immediate value in the power of text messaging as another channel of communication for guests. With Kipsu, they are able to create a more personalized experience for each guest, while making sure all requests or feedback is taken care of effectively.

As Kipsu has become integrated into the hotel’s daily operations, the staff is able to interact with all guests consistently through a personalized, familiar channel. Sean Lilly, Front Office Manager and Kipsu Pro, believes that “personalized service and making connections with each guest” is a key tactic to providing top-notch customer service, day in and day out. With Kipsu, Sean and his staff are able to initiate conversations and make sure all guest’s needs are met throughout the duration of their stay.

"I personally feel Kipsu is a very valuable tool that when fully utilized has the ability to greatly increase overall guest satisfaction."

- Sean Lilly, Front Office Manager

The Raleigh Marriott City Center also appreciates seeing guest’s requests in real-time and feels Kipsu is “a very valuable tool that when fully utilized has the ability to greatly increase overall guest satisfaction.” In the case that service recovery does need to occur, Sean believes it is “managed well” with Kipsu and they are able to handle the issue while the guest is still onsite. With this capability, staff can remedy the problem immediately, instead of corresponding with the guest post-stay through online review websites.

"We have had nothing but positive feedback from guests who choose to utilize the tool. We’ve actually seen several remarks in our GSS mentioning how much they love the ability to text us."

- Sean Lilly, Front Office Manager

Guests definitely have took a liking to Kipsu as well! Sean discusses how they have seen, “nothing but positive feedback from guests who choose to utilize the tool. We’ve actually seen several remarks in our GSS mentioning how much they love the ability to text us.” By providing this accessible line of communication for guests, the Raleigh Marriott City Center has seen increases in guest satisfaction, which in turn, has raised brand survey scores.

On top of improving the guest experience, Kipsu also aids in the staff’s internal operations. Sean has seen increased staff productivity with Kipsu as it is “much quicker for staff to text than to talk on the phone.” He also outlines a unique story explaining how their usual auto-dispatching system was down and the staff used Kipsu to “simply text housekeeping and engineering departments requests.” They easily “replied when the issue was taken care of. This kept phone calls to a minimum and saved valuable time on both ends.”

This property truly caters to everyone’s needs and manages the hustle and bustle of downtown with grace. By utilizing the power of text messaging, staff are able to further streamline guest communication and provide a personalized experience for each guest that steps through their door. Being one of Kipsu’s top partners in Raleigh, it is exciting to see them use digital interaction to its fullest potential and make each guest’s stay unforgettable.

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