Let us find your solution Best 10 Guest Messaging Software 2021 | Find Reviews, Pricing, Buying Guide
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Marriott
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The Standard
Ace Hotel
Kimpton
Accor Hotels
Ace Hotel
Ace Hotel

What is guest messaging software? Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging apps such as Facebook Messenger, WhatsApp, WeChat, Apple, and Android in real-time. The test messaging software allows hotels to send transactional messages, reply to guests, and manage customer support (guest requests). With an aggregate text messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment.  The latest messaging platforms embrace social comme... Read the full GUEST MESSAGING SOFTWARE software overview

10 Best Guest Messaging Software

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2021 Best Hotel Software
Hoteliers voted Whistle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Whistle

HotelTech Logo score
HT SCORE
100 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Travelers, more than ever before, are demanding contactless experiences. NOW is the time to bring Whistle to your hotel. Whistle's revolutionary contactless hospitality software i...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Winner Badge
2021 Best Hotel Software
Hoteliers voted Whistle as the #1 Guest Messaging Software provider in the 2021 HotelTechAwards
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Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Monscierge as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Monscierge Guest Messaging

HotelTech Logo score
HT SCORE
99 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Deliver phenomenal service with messaging. Enable your guests to text your hotel with Guest Messaging. Empower your staff to work smarter with Staff Collaboration.

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Monscierge as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted EasyWay as the #2 Guest Messaging Software provider in the 2021 HotelTechAwards
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EasyWay

HotelTech Logo score
HT SCORE
96 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Automatically engage with your guests via their preferred way of communication to increase your bottom line. EasyWay platform allows you to instantly connect with your guests ove...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted EasyWay as the #2 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted ALICE as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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ALICE Guest Messaging

HotelTech Logo score
HT SCORE
96 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Send direct, automated, or hotel-wide broadcast messages to hotel guests, giving you multiple options for real-time, contactless communication.

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted ALICE as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Akia as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Akia

HotelTech Logo score
HT SCORE
90 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Akia is a text-messaging platform designed to help hotels grow reputation, improve guest experiences and drive more revenue. By utilizing this highly engaging channel, properties ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Akia as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted HelloShift as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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HelloShift (Guest)

HotelTech Logo score
HT SCORE
90 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Digitize your hotel to meet the new normal. HelloShift's multi-channel Guest Messaging is a fan favorite with a simple integrated interface that feels like social media with autom...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted HelloShift as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Bookboost AB as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Bookboost

HotelTech Logo score
HT SCORE
84 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Ever wondered how it feels to be able to build a relationship with 99% off your guests? With Bookboost, you don’t have to: our precise guest segmentation and communication solut...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Bookboost AB as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted Duve as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Duve - Communication Hub

HotelTech Logo score
HT SCORE
83 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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The Communication Hub is the guest engagement control center where hoteliers can view, automate, manage and customize all guest communication and conversations. The Duve Communic...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Duve as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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2021 Finalist HotelTechAwards
Hoteliers voted GoMoment as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Go Moment

HotelTech Logo score
HT SCORE
83 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Go Moment® connects the hospitality industry with their guests – delivering unforgettable experiences to both hotel staff and guests. Ivy®, our AI powered digital concierge, ...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted GoMoment as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Zingle as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Zingle

HotelTech Logo score
HT SCORE
81 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
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Medallia Zingle's real time guest engagement platform powers two-way messaging on the channels guests prefer including SMS texting, Facebook Messenger and WhatsApp. Reach out toda...

Geography: Regional
Geography: Global Verified Customer Support: Yes No
Finalist Badge
2021 Finalist HotelTechAwards
Hoteliers voted Zingle as the #3 Guest Messaging Software provider in the 2021 HotelTechAwards
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Recent Guest Messaging Software Articles

4 Hotel Tech Tools for the Post-Pandemic Travel Surge

by
Sandra Holland
1 month ago

It’s no secret that the travel industry was one of the most prominent industries affected by the COVID-19 pandemic. In fact, the U.S Association of Travel reported that the United States lost around $500 billion in travel spend, and the United Nations World Tourism Organization reported international tourism plummeting between 20%-30% in 2020. But it’s not only airlines within the industry who suffered.  Hoteliers too, have felt the devastating effects on their bottom line. With more than one third of hotels claiming bankruptcy in 2020 and 77% laying off critical workers, McKinsey and Company declared hotels “among the hardest hit” during the pandemic.  2020 was undeniably a tumultuous time for hoteliers, however, with vaccines rolling out and safety measures improving around the globe, the future for hospitality looks more bright than bleak. In fact, it was predicted by Statista that “as a result of increasingly affordable flight rates and cheaper oil prices, passenger and cargo air traffic are estimated to grow substantially through 2039.” What’s more, McKinsey and Company predicted revenue per available hotel room (RevPAR) returning to very near pre-crisis levels in 2022. With a more than devastating past few years, the coming months will remain pivotal time for hotels to harness in order to prepare for a surge in travel and return to a thriving business. In that case and in order to prepare you for an influx of guests with new preferences, we’re sharing our top tools to consider, in a post-Covid world, so you can maintain efficiency and build customer satisfaction.   4 Tools to Consider For The Post-Pandemic Era Over the course of 2020, the number of customers opting for technology to combat face to face communication, increased radically. Social media grew as a customer service channel, check-in and check-outs became streamlined through online portals and QR codes created a safe and effective way for customers to place orders.  During the pandemic, technology wasn’t a nice to have, but rather a necessity in order to communicate and win customers. McKinsey even reported that the “responses to COVID-19 sped the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.” In addition, according to Gursoy’s, COVID-19 Study 2 Report: Restaurant and Hotel Industry, the majority of hotel customers (70.42%) believe that the use of various technologies in service delivery is necessary in the COVID-19 environment in order to minimize human-to-human contact. Some examples include; service robots, digital menus that can be viewed on personal mobile devices via QR codes, contactless digital payments, keyless entry, touchless elevators, etc. For hotels, the next year will be a critical time to set a foundation of service and enhanced experience in order to win loyalty. In this next section, to support your hotel endeavours with the influx of customers, we’ll take a look at technology-based tools to help meet customer needs and streamline operations for maximum efficiency. Safety Satisfaction Measurement According to McKinsey and Company, when asked “what it would take to get [travelers] to travel again, most stated additional health and safety measures.” Post-pandemic, an integral part of improving satisfaction and maintaining hotel operations, will be the need for improved safety measures. This means, following regulations, taking extra precaution and then measuring guest satisfaction to see how you’ve performed. Measurement will be a key factor here, as you can understand critical touch points like room cleanliness, satisfaction with contactless check-in, ease of check-in with rapid tests, room service and more, to continuously improve the experience. Self-Service Options Even before the pandemic, people around the world were shifting towards a more digital approach to business interaction. The pandemic, in this instance, simply accelerated that pace, pressuring businesses to consider innovative ways to incorporate technology. For hotels, self service options will be paramount in a thriving customer experience. Whether it be in the form of a chatbot on your website answering frequently asked questions, a portal on your website for check in and check out, or an OnDemand ordering system for room service. By having self-service options in place, you reduce employee error and meet customers where they are for a streamlined journey.  Consolidated Messaging  As a result of shifting to digital capabilities, McKinsey also noted the acceleration of digitized customer interactions. A whopping 3 years ahead of its time, customers have quickly adopted contactless communication channels like guest messaging via text, Facebook Messenger, email, WhatsApp and more, in order to adhere to new regulations and increase the feeling of safety.  With these new preferences, a digital inbox, or messaging platform with a centralized inbox will become imperative to meet the influx of digital channels. It’s important to note that we are specifically referring to an inbox that can retrieve a number of different channel types in one consolidated inbox. This will make responding easy and efficient for employees, as toggling through different tabs or windows will become daunting in an era where customers are regularly channel hopping.  Task and Ticketing Software In addition to customer facing technology, back of house, or operational software will also become an essential tool to ensure all functions are running smoothly and managers are able to keep the experience thriving. For many hotels, ticketing software may already be in place, however for the post-pandemic era, an intuitive software will be essential. Not only does an intuitive ticketing platform provide housekeeping, reception, restaurant staff and more, accountable through real-time tags and mentions, but it also ensures everyone has visibility into tasks to identify time-saving opportunities. In addition, it adheres to contactless preferences. Employees can communicate via staff collaboration software without ever having to meet - lessening the number of interactions and bolstering employee confidence.    Final Thoughts Almost everyone, in some capacity, has been affected by the COVID-19 virus. It was unprecedented and many suffered. Although adopting technologies and being hyper aware of the current situation is key, it’s also very important to be cognisant of guest feelings and unease. For the post-pandemic era, flexibility and understanding should be paramount in the new travel experience. This means taking a new stance on cancellation policies, allowing flexibility with trip modifications, actively listening to your customers, acknowledging frustrations and making a point to do better. Working hand in hand with your biggest advocates, your team, and new guests, you can strengthen your operations and propel your hotel to deliver a memorable post-pandemic guest experience.

4 Common Hospitality Tech Stack Pitfalls (and How to Avoid Them)

by
Matthew Lynch
3 months ago

In the age of technology, connectivity is critical to property and brand-wide success—and it affects every aspect of rising industry trends around security and mobile payments. To find the right vendors and put the right tech in place, you need the right information. You need to know how the tech you’re looking at is going to integrate with the systems you already have in place. So before anything else, view the tech through the lens of your SOPs. What would a day in the life of your staff look like? Are there significant gaps in functionality or connectivity? If so, it’s a no-go right from the start. If not, it’s time to dig into specifics. Here are four key pitfalls for hoteliers to know and avoid in order to find success:   1. Hotels have more technology than ever—and when systems don’t communicate, the business consequences can be devastating. Between your PMS, POS, and staff collaboration tools, there’s plenty to worry about. Add in guest-facing tech and hotels can suddenly have more different solutions than time to sift through them. And if a single cog in the machine isn’t working in conjunction with other things, it can be a disaster for operations. Before signing up with a new vendor, make sure what they’re offering will integrate with the critical systems your property already uses on a daily basis. Your tech should maximize your staff’s efficiency, not add extra stress or unnecessary steps. To further ensure a quality integration, look for a vendor that builds their integrations directly. A more advanced integration is much more likely to be certified or otherwise validated by others.   2. When operations suffer due to bad integrations and siloed data, the guest experience suffers as well. When systems don’t communicate, information is either duplicated or never shared at all causing guest requests to never get fulfilled or get fulfilled twice. And this isn’t something staff can be expected to handle or track. The reality is, many simpler integrations pass less information which creates a shallow and less efficient system. Make sure you are getting integrations with depth—the more information your systems can share the better. If you want to ensure the vendor you are looking at has effective integration and consistent guest satisfaction, go to the source. Ask to speak to a customer who is currently using the integrations you need. Get your questions answered by someone who can vouch for how things affect the guest experience and day-to-day operations.   3. Security is absolutely essential to connectivity. Here’s what to watch out for on that front.  If a vendor declines a security audit, there’s a reason. A good place to start is by asking if their integrations meet industry standards from organizations like HTNG (Hospitality Technology Next Generation) or OTA (OpenTravel Alliance). Are they directly involved with those industry organizations? And find out if they have regular security audits. No confident vendor declines a security audit. They aren’t easy for anyone, but they’re necessary and they exist for a reason. You need to know if their system is secure. Declining an audit is a huge problem and an indicator a vendor may not be all they say they are. Seasoned vendors will understand that request from the beginning.   4. Payments are among the highest levels of integration to achieve and the thing everyone wants right now. Payments are the most in-demand integration: are the vendors you’re looking at prepared? If a vendor has payments capabilities right now, that’s an indicator they’re advanced and up to speed on the latest developments in hospitality. Ask: Do they process or facilitate mobile payments—namely, do they leverage a PCI-compliant payment gateway that has authorization and settlement capabilities specifically for lodging? If they do, huge green light. If not, a little worrying. Beyond the overall importance of connectivity and how it affects trends like security and payments, buyers should be looking for a trustworthy vendor above all else, and knowing which questions to ask during the buying process plays a key role in determining that. So there you have it: those are some of the red flags you should be watching for—but what are the green flags? If you want to find a vendor partner that goes above and beyond, there are two quick things to check for: a dedicated team for integrations and a product roadmap that demonstrates ongoing commitment to innovation. If a vendor has both of those things, they’re likely not just good at what they do, but great at it. For more in-depth vendor questions, check out 10 Questions to Ask Vendors Before Your Next Purchase.  

Using Contactless Channels To Enter a New Era of Running a Hotel

by
Sandra Holland
4 months ago

Since the advent of the pandemic, and well before it, contactless channels have garnered tremendous attention as a safe, efficient and effective way for hotels to communicate with their guests. In fact, today around 70% of hotels are already planning to adopt contactless technology for check-in, food ordering, concierge services and more. With its immense potential for the future of hotel operations and its rapid growth in guest preference, it’s no wonder why hoteliers are fast to adopt it. In this article, we’re exploring contactless communication and how it has become a necessary consideration when entering a new era of hospitality.   The State of Hotel Communication Today Over the past 10 years, how hotels interact with their guests has changed greatly. The rise of COVID-19 not only pivoted many communication strategies, but accelerated the pace in which we adopt new digital forms of contact such as apps, social media platforms, and more. As a matter of fact, in a recent survey, consumers highlighted the desire for contactless payments (35%), digital room keys (26%) and digital messaging services (20%) as the top three changes that would make them feel more comfortable staying in a hotel. With the demand for new efficient communication channels progressing, the need for hoteliers to invest and evolve their digital programs becomes critical.   Contactless Channels on The Rise  Within hospitality, apps are undoubtedly one of the most influential contactless channels to adopt. In a Hotel Management 2020 report, 62 percent of respondents said they would prefer to use contactless check in (and out) through a hotel app. In addition 80 percent of respondents said they would download a hotel app that would allow them to check in, check out and get all information about the hotel. With an app, consumers can easily navigate the hotel experience (without face to face contact), whether it be by communicating directly with a staff member or mobile ordering something on-demand. Social media channels also hold a promising role in communication. According to “Statista, in the second quarter of 2018 the total number of social media users was 3.297 billion people worldwide, which corresponds to a penetration rate of 43% in a total market of 4.087 billion internet users.” Social channels have tremendous reach and cater to a wide variety of individuals. Using these channels, you can personalize the experience by getting a glimpse of guest social profiles, leverage automation features and send feedback surveys to better understand your guests. What’s more, social media isn’t segmented by geography, so hotels with greater international guests can utilize these channels to engage worldwide. Lastly, email and SMS will continue to rise in adoption. As two traditional channels that are already leveraged by a wide array of hotels for booking confirmations, itineraries, and post-stay follow ups it’s important to leverage both of these channels, in conjunction with more engaging channels, when communicating with guests.   How Contactless Can Benefit Your Hotel Streamline booking and ordering.  For hotels, contactless channels not only enhance the guest experience but also streamline hotel operations. According to Travel & Tourism Analyst, Ralph Hollister, it’s reported “in 2021, hotels will increase their adoption of technology that will reduce the number of touchpoints. Abilities such as online check-ins and check-outs, mobile keys and room settings controlled by Internet of Things (IoT) technology will become much more commonplace.” In this, administrative tasks such as booking and ordering will become much more streamlined. As an example, if a hotel has an app, dine-in ordering can be done through on-demand navigation. Customers can simply browse the dinner menu, click on their desired order and pay all from their personal device. From an operation standpoint, the whole process is automated, the order goes directly to the kitchen and management has direct access to the data from guest orders. Greater Customer Retention.  As proven through the aforementioned statistics, contactless communication is a growing guest preference that can make or break the experience. By adopting contactless communication, you show your guests that you listen to their opinions and implement their preferences - which can come with a number of benefits. Aside from staying safe, by adopting guest desires, you increase the likelihood of greater satisfaction, improve upsell, encourage greater conversation, and of course, improve retention rates. What’s more, adapting to common preferences ensures you meet new customer demands as well. Insight for improved experiences. Using contactless channels, hotels can obtain insight that can’t be captured with face to face conversations. This can help tailor individual discussions, but also the experience as a whole. By referring back to conversations with guests, you can obtain insights such as: preferred communication channels, trending topics of conversation, busiest times of day, top performing employees, average response time, best performing touchpoints and so on. By utilizing this insight you can adjust experiences in real-time and allocate time and resources to specific areas of your business to ensure a satisfied stay.   Technology Paving the Way  It goes without saying that utilizing contactless channels within your hotel has tremendous benefits for both your guests and your hotel operations. However, managing these channels and gathering data in an effective and efficient manner can be complex, especially without the right technology. For many, utilizing a channel management system, or an automated experience platform can be the turning point for a successful contactless communication strategy. In fact, according to International Hospitality Review’s latest research, “a touchless, adaptable and customizable automation platform featuring all front-office operations and answering particular business requirements could be a solution that the industry needs post-Covid-19.” Having the right technology in place can be a game changer for hotels, whether for managing communication or gathering data. That said, regardless if an added technology is in the cards for your hotel, contactless communication should be a strong consideration. Adding convenience for customers and relieving employees of added work, it’s a massive tool and for entering a new era as a hotelier.   

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Recent Guest Messaging Software News & Community Updates

INTELITY and Nuvola Partner Together to Expand Guest Messaging and Request Management for Hoteliers

INTELITY
2 weeks ago

INTELITY®, the provider of the travel industry’s most comprehensive guest engagement and staff management platform, announced today at HITEC Dallas a new integrationwith Nuvola, hospitality’s leading cloud-based hotel optimization platform. The new integration expands INTELITY’s existing omni-channel guest messaging capabilities and further enriches Nuvola’s capabilities to connect with guests straight from Nuvola’s Guest Chat and Request Management solutions. In addition to guest messaging, service request ticketing has also been included. “The robust suite of hospitality-focused solutions across both Nuvola and INTELITY provide a comprehensive integrated communications and optimization system,” said Juan Carlos Abello, Nuvola CEO. “Both Nuvola and INTELITY share the common goal of enabling hoteliers to streamline their operations while simultaneously enhancing the overall guest experience. We look forward to deepening our partnership and implementing the new integrated solution with hotel partners around the world.” This new integration, already being deployed at live properties, allows hoteliers to offer their guests immediate access to staff directly from their mobile phones. Guests can chat with hotel staff and inquire about hotel features or amenities, before, during, or even shortly after their stay, directly in Nuvola’s Guest Chat feature. The integration also enables hotel staff to be immediately notified when a guest submits a service request through Nuvola’s Request Management module. To ensure the requests are being fulfilled in a timely manner, hoteliers can get an escalation notification if requests are not fulfilled within a set time limit. “At INTELITY we have always prided ourselves on having a deep stack of available integrations. This new integration with Nuvola will bring guest and service management to the next level by solving many of hospitality’s biggest pain points,” said Robert Stevenson, INTELITY CEO. “The combination of our robust platform and Nuvola’s innovative technologies both elevates the guest experience at an installed property, while also increasing staff productivity–what we call a double win for both the guests and staff.” To learn more about this new integration, please visit the INTELITY or Nuvola websites.  

Paramount Hospitality Management Enlists Nuvola and Maestro PMS Solutions

Maestro PMS
1 month ago

Recognizing the role technology is able to play within the current state of contactless needs and staffing shortages across the hospitality industry, Paramount Hospitality Management™ (PHM) has announced their partnership with Nuvola and Maestro PMS to integrate the tech providers’ communication tools via open application programming interfaces (APIs). Paramount Hospitality Management has enlisted the joint solution services across four of its hotels within their current portfolio with plans for future hotel and resort integrations. “We’re excited to bring this level of technology to our properties to allow our team members to quickly keep up with guest requests, to keep our operations running as efficiently as possible, while also enjoying the benefits of being able to effectively communicate with our guests through mobile technology. Guest satisfaction has always been a top priority for us, and the use of these tools will help us further capture that satisfaction from our guests that enjoy a solid mobile user experience. Based on the success of the integration in a portion of our portfolio, PHM is now considering expanding Nuvola into our newest property, The Grove Resort & Water Park Orlando,” said Marco Manzie, Founder and President of Paramount Hospitality Management Avanti Palms Resort and Conference Center, Avanti International Resort, Floridays Resort Orlando, and The Point Hotel & Suites are the first four properties to begin utilizing Nuvola’s Events for service request management, Pass-On Logbooks, Lost & Found, Housekeeping Productivity, and Guest Chat (SMS Texting) combined with Maestro’s browser-based solutions hosted in Paramount’s private cloud services. Maestro operations modules including: Multi-Property Centralized Front Desk, Condo Owner Management Alternate Inventory, Analytics, Guest ID Card, Loyalty, SMS Messaging, Travel Agency, Mobile Housekeeping, Work Order, and Yield Management are all in place as part of the total solution. The joint integration enables each resort and condo hotel to access guest profiles, pulled together from one centralized system, from reservation to check-in/-out procedures to specific requests or questions during each stay. Welcome, farewell, and onsite offerings or updated health and safety protocols can all be automated to send to each guest via SMS Text. “The integration partnership between Maestro PMS and Nuvola has been unlocking hidden opportunities for a variety of hotels and guests over the years,” said Warren Dehan, President of Maestro. “As a condo hotel and resort management group, Paramount Hospitality is especially seeing benefits from our joint solution, as staff at these Orlando properties work diligently to keep up with demand despite the challenging labor shortage. Together, Maestro and Nuvola are enabling teams at these properties to keep up with guest requests, turning rooms over quickly, and process maintenance work orders until issues are resolved. Not only is Maestro a proud integration partner of Nuvola, but we are thrilled to be supporting multi-property needs of Paramount’s condo owners and guests. We look forward to bringing the benefits of this joint solution to even more properties managed by Paramount soon.” Most importantly, text-based communications cut down on time spent communicating with guests or hotel associates. Text-based communications tend to provide more accuracy in less time than direct conversation, and for associates it provides a clear chain of accountability. This is critical if hotels want to meet their goal of providing a high-quality guest experience with fewer employees. Leveraging the integrated solutions, each property is now able to track and automate programs such as maintenance, housekeeping, and guest fulfillment. Automation capabilities work to alleviate staffing challenges currently felt throughout the hospitality industry by providing digital assistance. The two solutions work together as one platform to effortlessly track and update tasks in real-time, empowering staff to work efficiently and effectively while simultaneously enabling management to have an accurateoverview of workflow. “Our collaboration with Maestro PMS provides a hospitality-specific two-way solution that addresses current industry pain points,” said Juan Carlos Abello, CEO and Founder of Nuvola. “We are thrilled to work alongside industry leaders such as Paramount Hospitality Management. We look forward to continuing our results-driven partnership with both Maestro PMS and Paramount Hospitality Management.” Paramount Hospitality Management’s partnership with Nuvola and Maestro PMS enables the collection’s portfolio to create a personalized guest experience through contactless services while simultaneously easing and strengthening operational processes.   ABOUT NUVOLA Nuvola, built by hoteliers for hoteliers, is a single destination cloud-based optimization solution delivering intuitive software to enhance every aspect of a hotel’s operations including guest services, housekeeping, maintenance, green initiatives, and guest engagement. These pillars of focus on overall service optimization are strengthened through Nuvola’s first-hand understanding of day-to-day hotel operations and robust reporting capabilities, keeping your staff in sync, developing accountability, and enhancing the guest journey throughout their stay. Through Nuvola’s in-house innovation team and integrations with third-party systems, the company is constantly evolving and exceeding the needs of hoteliers in a dynamic hospitality industry.

Go Moment Enters Europe and Mexico With Ivy, Offering Hotel Guests Unforgettable Experiences

GoMoment
2 months ago

Go Moment announced two partnerships today that will see the launch of their digital concierge, Ivy, in Belgium and Mexico. With this announcement, Go Moment will take Ivy to Europe for the first time. In partnership with Xcentric Hotels, Go Moment can now offer guests at Maxhotels in Brussels, Belgium the chance to text with Ivy and ask her queries or make requests using their own mobile phones. Additionally, Go Moment will also launch Ivy Webchat (part of the Ivy Experience Suite) bringing the Ivy experience to website users at Maxhotel as well. Besides Europe, Go Moment has also signed a partnership to bring Ivy to guests at TAFER Hotels and Resorts’ luxury property - Hotel Mousai in Puerto Vallarta, Mexico. Hotel Mousai is the first and only AAA Five Diamond rated resort in Puerto Vallarta, Mexico. Ivy’s presence at the resort represents an important milestone in her journey to deliver unforgettable experiences to guests. Pavlos Syngelakis at Xcentric Hotels, Belgium, said, “We are excited about the experience that we can offer our guests with Ivy on board. Even our hotel staff will benefit from having Ivy on the team.” Sasa Milojevic, Chief Operating Officer, TAFER Hotels and Resorts said, “Ivy represents the opportunity to offer our guests experiences that are in line with the cutting-edge comfort we promise at Hotel Mousai. We’re excited about offering them exclusive deals through Ivy Offer. Raj Singh, CEO, Go Moment, said. “We are well on our way to make a billion people smile. These partnerships underline our belief that there are hotels who see Ivy, our digital concierge as a key partner as we walk through the staffing crisis that our industry is facing right now.”   About Ivy and Ivy Offer Ivy, a digital concierge, is an AI powered guest communications solution that interprets sentiment and intent while delivering 1-second responses. With Ivy, guests text requests ranging from “What is the WiFi password?” to “What time is checkout?” Ivy Offer (part of the Ivy Experience Suite) dynamically presents hotel guests with offers such as extended stay, late checkouts, and food & beverage offers. Guests receive these appropriately timed offers on their own phones, and read 98% of Ivy Offer messages within 3 minutes.  

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GUEST MESSAGING SOFTWARE Category Overview

What is guest messaging software?

Guest Messaging Software (GMS) is a software platform that enables hotels to engage with their guests through various messaging apps such as Facebook Messenger, WhatsApp, WeChat, Apple, and Android in real-time. The test messaging software allows hotels to send transactional messages, reply to guests, and manage customer support (guest requests). With an aggregate text messaging platform, hotels can increase guest engagement, boost customer service scores, and receive key insights to guests’ sentiment.  The latest messaging platforms embrace social commerce through emojis, gifs, and even video calls facilitations via instant messaging.  The more channels the GMS provides, the more chats your hotel can have in aggregate (e.g. SMS, Email, Live Chat, Messenger, & more). That being said, the channels your hotel needs are dependent on your guests and your country.

 

For info on hotel guest messaging platforms, questions that you should ask vendors and more download the 2022 Hoteliers Guide to Guest Messaging Software

 

How can guest messaging software improve profitability and efficiency?

  1. Improved team communication: Messaging doesn’t have to be only for your guests. Keep in touch with your team, dispatch tasks, or post daily bulletins all with team messaging. A reduction in overall call and radio volume, plus the ability to reply to multiple guests at once creates greater efficiency.
  2. Increased operational insight: Your guests are communicating key information about your hotel all day long. Messaging is able to capture and relay this information back to you, along with sentiment and other analyses applied to it.
  3. Boost guest engagement and satisfaction: Fill the customer service whitespace with messaging, and communicate with guests who would have otherwise avoided your staff. Proactively engage with guests to promote customer service and enhance their experience, resulting in improved scores.

 

What are the most important features of guest messaging software?

  • Multi-Channel Guest Messaging: Allowing guests to communicate via their preferred messaging channels (e.g. SMS, Messenger, Email, and more.) 
  • Analytics & Reporting: Text and Sentiment analysis & reports for operators. 
  • Ease of Use: User-friendly interface for staff effectiveness and efficiency. 
  • Automation: Reduce workload of hotel agents, and provide a better experience for the guest. Integrations Connect with your existing systems to sync and organize your data.  Chatbots enable chat apps to efficiently answer common customer experience questions without the need for human intervention.  More complex guest requests typically get routed to customer experience representatives.
  • Team Messaging & Dispatching: Streamline internal communications via messaging, eliminating radios.
  • Integrations: Messaging platforms must connect to key hotel software like property management systems and CRMs via API.
  • Website live chat: Increase the conversion rate of your hotel website by increasing customer satisfaction even before prospects book at your hotel.  Answer key questions instantly to help guests make faster decisions.

 

What is the typical pricing for guest messaging software?

Pricing varies when it comes to guest messaging software depending on hotel size, # of properties you are installing, integrations and several other variables.  To maximize ROI on hotel guest messaging services teams generally need training that helps them learn the ins and outs of the functionality.  Monthly fees range from $1-4/month.

 

How long does it usually take for a hotel to implement new guest messaging software?

Training and implementation is a no-stress experience. As a cloud-based program with no software to download, training can be completed in as little as 30 minutes. The interface and design should be simple, interactive, and appealing to staff. The best companies offer free trials to allow hoteliers to experience product quality prior to purchase. With messaging, your strategy needs to be (i) consistent use (ii) analytical review (iii) adjust approach & improve guest experience. The more you utilize messaging, the more ROI for your operations and hotel. No matter how good or bad the messaging platform is, if your team is not hands-on with it your hotel will not benefit.

 

For more details on implementing guest messaging software at your hotel, identifying critical integration and more, download the 2022 Hoteliers Guide to Guest Messaging Software

 

How do I know when it’s time for my hotel to start using guest messaging software?

For hotels that want to improve TripAdvisor reviews, a TripAdvisor integration means a significant increase the volume of positive TripAdvisor reviews. SMS has a 90% read-rate within 3-minutes. For prospective guests, the two most important metrics are recency (42%) and quantity (30%) of reviews. A hotel ranked #1 on TripAdvisor earns 56% more direct bookings each month compared to hotels ranked 40th in their respective city.  Similarly, hotels looking to improve internal service and satisfaction scores can use guest messaging software to elevate the experience throughout the entire guest journey, pre-booking, before, during, and post-stay. Use SMS Surveys to gauge guest satisfaction and address any concerns. Hotels see up to a 14% increase in service scores within the first 3 months. On average, 3% of Survey Responses will result in Service Recovery Opportunities for the hotel.  

Guest messaging can also benefit hotels looking to improve staff productivity and streamline operations (e.g. decreased call volume, multitasking conversations, quicker task dispatching, and more). Save time and money by ditching radios. Lower call volume during peak hours. Answer multiple inquiries at once.