January 27, 2023
At the Wyndham Palmas Beach & Golf Resort, there’s a lot going on—horseback riding, golf, and beaches for guests to enjoy, and new renovations happening for all the hotel rooms. To keep things running smoothly, Hotel Operations Manager Ashley Ann Rosa uses hotel guest messaging to check in on guests, deliver room service, and more.
Located inside a gated community, the Wyndham Palmas Beach & Golf Resort has no shortage of offerings for guests: horseback riding, golf, a marina, and even a shopping area. But part of the appeal isn’t just the offerings—it’s that only a select few get to enjoy them.
“One of the best features of the hotel is the location and the exclusivity, not everybody can get in,” Rosa, who has worked there for the past year, said. Adding to this resort feel is a focus on health and wellness: The onsite restaurants focus on grass-fed proteins, cage-free birds, and many vegan and vegetarian options, along with many active offerings and a gym.
To make things even better, the Wyndham Palmas Beach & Golf Resort is currently under renovation, revamping the color palette of the guest rooms and upgrading the bathrooms to have more modern amenities.
To give guests information on all of the offerings at the 107-room resort, Rosa and her team use hotel texting. Working in hospitality since 2011, this is the fifth property she’s been with, and has used hospitality messaging before to check in on guests and ensure operations are running smoothly.
“I’m very familiar with the platform,” Rosa said. “We use it for arrival, checking in, and sending over hotel information,” she added, which includes hours at the restaurant and gym, menus, and more.
One thing she and her team enjoy about guest messaging for hospitality is that they can set an automated check-in message to be sent out to guests halfway through the stay. This helps them get insight into how the guest is feeling and how they can improve the experience.
“If there’s something that they’re not getting, we can definitely do it right for them,” she said. One of Rosa’s favorite things about hospitality is just that: Working the magic behind the guest experience.
Guests at the Wyndham Palmas Beach & Golf Resort primarily uses hospitality messaging for food and beverage, specifically requesting room service. “That’s one of the main ways of communication for room service, is Kipsu,” Rosa said.
Instead of calling at inopportune times, guests can simply text the front desk to request a Coca-Cola, a slice of pizza, or a burger—whatever they’re craving. This is helpful for the team as well, since through the hotel text messaging platform they can see when the request came in, how long it took to be completed, and when it was fulfilled.
Rosa likes to check in on requests and guest conversations through the mobile app as well. “I can read messages on the go better than before,” she said, explaining it helps her be more on top of guest requests and communication.
Multitasking with different guests at the same time and communicating with everyone is helpful for her and her team. “My experience with Kipsu has been a great one,” Rosa said.
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