Leveraging Text Messages to Build Relationships at the Staybridge Suites Atlanta Midtown

The Atlanta Staybridge Suites is known for its desirable location and their unique offerings. Learn how Kipsu has increased its staff’s ability to personalize conversations and show its individuality!

December 21, 2018
Hotel Guest Service
Hotel Guest Messaging
Hospitality Highlight

Conveniently located in bustling Atlanta Midtown, the Staybridge Suites entertains a diverse group of guests ranging from film crews staying for months at a time to families visiting the nearby Georgia Tech for a quick weekend visit. Front Office Supervisor, Daniel Balschi, states that his property is quite unique, offering all the amenities expected of a Staybridge Suites with the addition of full-service benefits not commonly found from the brand, such as a restaurant/bar and room service. One key feature that helps this Atlanta property stand out is being a dual-branded property, sharing the same high-rise building as a Crowne Plaza.

Kipsu allows for the Staybridge Suites staff to contact guests through another avenue and has prompted friendly competition among the staff members to connect with the most guests. Similarly, Kipsu has given staff more time to interact with the guests through personalized conversation with guests. Using text messaging has allowed for a decrease in walk-ups and phone calls, allowing the staff to connect with guests in a quick and professional manner. One of the factors contributing to the team’s success, is Daniel’s encouragement for team members to be involved in the Kipsu process. Daniel’s team show his or her individual and unique personalities through their digital interactions while maintaining a quick response time.

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The Staybridge Suites’ key tactic to providing top-notch guest service is making each experience genuine and personal. The team strives to avoid a robotic voice and instead aims to be memorable. Daniel notes that their frequent guests remember their personalization months later on their next visit to Atlanta. Daniel utilizes many features of Kipsu by personalizing all of the template messages and setting up specific templates for companies with extended stays, anniversaries, birthdays, etc. For example, when film crews are staying at Daniel’s property for a long period of time, his team uses Kipsu to send out specific messages to the larger group enhancing their touch points throughout the duration of the crew’s stay.

"Guests tend to open up more through Kipsu. We find out more about guests with Kipsu. Sometimes people don’t feel comfortable opening up in person, but because it’s become so much more of a digital world, we tend to find out more about our guests, positive and negative."

- Daniel Balschi, Front Office Supervisor

To increase communication with their guests, the Staybridge Suites Atlanta Midtown sends a pre-departure text message to all of their guests to see how they can provide better service. By collecting more guest feedback before their guests leave, this Atlanta property is able to handle feedback with sincerity and correct less-than-perfect situations before guests turn to other popular sites to share their experience.

"We’ve actually gotten compliments on our survey scores about how they loved the fact that we sent a message checking up on them making them feel welcome and at home."

- Daniel Balschi, Front Office Supervisor

Recently, the Staybridge Suites connected their PMS with Kipsu, allowing their PMS to populate guest data directly into the Kipsu dashboard. This streamlined process allows team members to connect with more guests with little to no effort. Although the team loved Kipsu before the two systems communicated, Daniel notes that this feature helps the team’s efficiency on their busiest days.

Kipsu has allowed staff to personalize their conversations with guests while increasing efficiency at the bustling hotel. Daniel and his team are excited to continue leveraging text messages and building personal, long-lasting relationships that will keep guests returning to the Staybridge Suites Atlanta Midtown.

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