Navigating Major Events: Tips for Seamless Guest Communication Through Messaging

With these helpful tips and messaging features, your staff will be prepared for the next big event in town!


Sonja Swanson


February 5, 2024

When city-wide events like concerts, sports championships, festivals, and conventions come into town, it is a great opportunity to boost your hotel’s revenue and create exceptional experiences for guests. However, planning and organizing for a major event can be an overwhelming task, especially when it comes to communicating with guests. 

Digital messaging is a crucial tool for ensuring seamless communication before, during, and after the event. Unusually high volumes and influx of guests can really show the cracks in your communication systems, especially if you’re not properly prepared for what’s to come. As you plan for the next major event in your town, here are some valuable tips and messaging features you can use to keep guests informed and engaged from start to finish.

Craft clear and concise messages

When communicating with guests, it’s essential to convey information clearly and concisely. Avoid using jargon or complex language, and instead, opt for simple and straightforward messaging. This ensures that guests fully understand the details and feel confident in their participation. Be proactive and have some preset templates ahead of the event so you don’t have to worry about it in real-time when there will be heavy traffic.

Provide timely updates with message broadcasting capabilities

Whether it’s logistical information, event schedule changes, or important reminders, regular updates that are sent to applicable groups demonstrate your commitment to keeping guests in the loop. This proactive approach minimizes confusion and enhances the overall guest experience. 

With the outreach feature, you can share the important information all at once, instead of sending each guest the same message one-by-one. This will save your staff the time and energy while also getting necessary details out to all of your guests at once. 

There is a chance that not everybody staying at your property will be attending the event. Have your front desk ask if they are attending the event at check-in, and tag the guest into the event group accordingly. That way, you can filter out the guests who aren’t attending and they don’t have to receive messages that aren’t relevant to them. A good guest messaging software will enable you to tag various groups based on their event attendance, so you can make sure the right message is getting to the right people at the right time.

Engage in two-way, personalized communication

Personalizing messages can significantly impact guest engagement. Addressing guests by their names and tailoring messages based on their preferences or past interactions creates a sense of individualized attention. 

Additionally, you should encourage guests to engage in two-way communication by providing them with the opportunity to ask questions or seek clarifications. This creates an open and welcoming atmosphere while also enabling you to address any concerns or issues promptly, fostering a positive guest experience.

Use AI-suggested replies for efficiency

Incorporating automated messaging for routine updates and reminders can streamline the communication process. While guest messaging on its own already alleviates unnecessary strain on your staff. AI-suggested replies take that one step further by enabling them to respond to simple questions with one click. 

Instead of having to type out the same answer over and over, AI will let the front desk quickly read the response and press “send”. This allows them to help the next guest with their best service and takes a lot of stress off of their hands. When you are anticipating a larger volume of guests coming in for a major event, the AI-suggested replies will be your staff’s best friend.

Seamless guest communication through messaging is a vital component of successful event management. With these helpful tips and messaging features, your staff will be prepared for the next big event in town!

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