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How Instant Messaging is Revolutionizing Guest Communication and Hotel Sales
...and what the new generation of hoteliers expects. 🛎️
21.10.2024
In today's fast-paced world, speed and efficiency in communication are more important than ever. In the hotel industry, real-time communication is becoming increasingly crucial, as potential guests need to be not just reached, but also convinced. But how are Instant Messaging and WhatsApp changing the way hotels interact with their guests? And what expectations does the "new" generation of guests have?
The (R)evolution of Guest Communication: From Email to WhatsApp 📲
Just a few decades ago, guest communication in most hotels was limited to phone calls or written correspondence. With the rise of emails, communication became more flexible and faster, but the digital revolution has taken us far beyond that. With the boom of messaging apps like WhatsApp, hotels can respond to guest inquiries more quickly and communicate in a more personal and direct way.Emails still have their place, but more and more hotels are recognizing the value of WhatsApp and Instant Messaging to ensure smooth and effective communication with guests. And that's not all: these new tools are also powerful revenue drivers.
How Guest Expectations Have Changed from Generation to Generation 👨👩👧👦
To understand why WhatsApp and other messaging tools have become so important, it's helpful to look at the changing expectations of different generations. While older generations like Baby Boomers and Generation X still prefer the phone or email, Millennials and Generation Z expect faster, simpler communication.For younger generations, it's essential that their inquiries are answered immediately and that they can communicate on their preferred platform. WhatsApp, Instagram, and other messaging services offer just this opportunity—hotels that don't use these tools risk losing guests. The new generation values speed, accessibility, and tailored communication. All these things are made possible through personalized messages and automated solutions, like those offered by the hotel CRM Re:Guest.
How Instant Messaging Can Increase Sales 💸
The importance of Instant Messaging goes far beyond mere communication—it's also a powerful tool for boosting revenue. It's no coincidence that Re:Guest, the most advanced hotel CRM on the market, puts guest communication at the heart of better marketing and more hotel sales. Analyses from Re:Guest clearly show that hotels using WhatsApp not only improve their open rates and conversion rates but also achieve significantly higher revenue per message sent.
Here are some impressive comparison figures from 2024:
- Open Rate: EMAIL 42% vs. WHATSAPP 86%
- Conversion Rate: EMAIL 21% vs. WHATSAPP 35%
- Revenue per Message: EMAIL €1.02 vs. WHATSAPP €10.31
These numbers speak volumes: hotels that rely on messaging tools like WhatsApp not only have a wider reach but also generate significantly more revenue per interaction. Guests are more likely to be encouraged to book additional services, and communication becomes much more personal.
Re:Guest and Omnichannel Communication: Everything in One System 🔗
To get the most out of modern communication methods, it's crucial for hotels to adopt an omnichannel strategy. With Re:Guest, all messages from every channel—whether email, WhatsApp, or Messenger—can be centralized and managed in one place. This allows staff to work efficiently, ensuring that no message gets overlooked. Plus, Re:Guest Intelligence, the AI designed specifically for hotels, helps automate responses and craft personalized messages. By segmenting guest data, hotels can make sure that each message is tailored to the individual preferences and needs of their guests—leading to higher revenues.
Re:Guest and Omnichannel Communication: Everything in One System 🔗
To get the most out of modern communication methods, it's crucial for hotels to adopt an omnichannel strategy. With Re:Guest, all messages from every channel—whether email, WhatsApp, or Messenger—can be centralized and managed in one place. This allows staff to work efficiently, ensuring that no message gets overlooked. Plus, Re:Guest Intelligence, the AI designed specifically for hotels, helps automate responses and craft personalized messages. By segmenting guest data, hotels can make sure that each message is tailored to the individual preferences and needs of their guests—leading to higher revenues.
The Future of Guest Communication: What Will the Next Generations Expect? 🤖
Guest communication is always evolving. While WhatsApp and Instant Messaging are at the forefront today, future generations will likely expect even faster and smarter communication solutions. Artificial intelligence will play an even bigger role, complementing—and in many cases replacing—human interaction.Tools like CR:IS, the AI-powered virtual assistant from Re:Guest, are already capable of answering guest questions around the clock and even handling complex inquiries. This type of solution will be essential in the coming years to meet the high expectations of guests.
Conclusion: Why Real-Time Instant Messaging is the Key to More Bookings and Happier Guests 🔐
Using WhatsApp and other instant messengers is no longer just an option; it’s a necessity for hotels that want to stay competitive. The new generation of guests expects fast, personal, and smooth communication—and hotels that meet these expectations see significant improvements in open rates, conversion rates, and revenue per message sent. With Re:Guest, hoteliers have the perfect tool to tackle today’s challenges and take guest communication to the next level.
Guest communication is always evolving. While WhatsApp and Instant Messaging are at the forefront today, future generations will likely expect even faster and smarter communication solutions. Artificial intelligence will play an even bigger role, complementing—and in many cases replacing—human interaction.Tools like CR:IS, the AI-powered virtual assistant from Re:Guest, are already capable of answering guest questions around the clock and even handling complex inquiries. This type of solution will be essential in the coming years to meet the high expectations of guests.
Conclusion: Why Real-Time Instant Messaging is the Key to More Bookings and Happier Guests 🔐
Using WhatsApp and other instant messengers is no longer just an option; it’s a necessity for hotels that want to stay competitive. The new generation of guests expects fast, personal, and smooth communication—and hotels that meet these expectations see significant improvements in open rates, conversion rates, and revenue per message sent. With Re:Guest, hoteliers have the perfect tool to tackle today’s challenges and take guest communication to the next level.
