The Evolution of Guest Communication
Over the years, communication between guests and hotels has undergone a significant transformation. Traditional phone calls were once the primary means of interaction. However, the advent of smartphones and messaging apps has introduced a new dynamic to the equation. To decipher what hotel guests genuinely prefer, it's crucial to examine the nuances of both calling and texting.
The Calling Experience
Speed and Urgency
Calling provides immediacy. Guests seeking quick assistance or addressing urgent matters may prefer this method. Data often reveals that certain situations, such as room emergencies or immediate service requests, prompt guests to pick up the phone.
Personal Connection
Some guests prefer the personal touch of a human voice. Calling allows for a direct, one-on-one interaction that can be especially comforting during moments of stress or uncertainty.
Language and Clarity
For non-native speakers or when discussing complex matters, phone calls can facilitate clearer communication. Data might highlight instances where guests opt for calling due to language barriers.
The Texting Advantage
Convenience and Efficiency
Texting aligns with the fast-paced, multitasking nature of modern life. Through a dedicated Hotel App, guests appreciate the convenience of sending a quick message for non-urgent requests, such as room service or additional towels.
Record-Keeping
Business travellers often prefer texting for documentation purposes. Having a written record of requests, confirmations, and information can be invaluable.
Introverted and Tech-Savvy Guests
Different generations and demographics have varying preferences when it comes to communication. Younger guests, such as millennials and Gen Z, often prefer texting over calling due to its convenience and less intrusive nature. Introverted individuals may find texting less intrusive and more comfortable. Younger generations, who are often more tech-savvy, tend to lean towards texting as their preferred mode of communication.
“To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.” – Tony Robbins
The Data Behind Guest Preferences
Tools like SOPAGO Guest App have truly empowered & guided hotels to truly understand what their guests prefer. Through the analytics & insights, hotels collect and analyze data from various touch points throughout the guest journey seamlessly.
Booking and Pre-Arrival:
Data reveals that guests prefer to receive booking confirmations and pre-arrival information via email or text, indicating an inclination toward text-based communication.
In-Stay Interactions
Analysis of data often showcases that guests utilize texting for non-urgent inquiries or requests, while they opt for calling when immediate assistance is required.
Feedback and Surveys
Post-stay surveys provide valuable insights into guest communication preferences. Some guests may prefer phone interviews, while many are more likely to complete online surveys.
Demographic data can uncover trends in communication preferences. Loyalty program members might have established preferences based on their history with the hotel.
Striking the Right Balance
Hotels must however strike a balance between calling and texting based on their guests' preferences. Personalization and flexibility in communication methods are key. Some strategies that can be adopted to realise this include:
Guest Profiling:
Utilize CRM systems to profile guests and note their communication preferences.
Training Staff:
Train staff to recognize when to prioritize calling for urgent matters and when texting suffices for non-urgent requests.
Integrating Technology:
Invest in messaging platforms like Sopago that allow guests to communicate seamlessly via text, ensuring their preferences are met.
Hotels that pay attention to these nuances and adapt their communication strategies accordingly are likely to create a more personalized and satisfying experience for their guests. Ultimately, it's not a matter of choosing one over the other but of offering both options to cater to the diverse needs of today's travelers.