Facilitate communication channel management

• accelerated response times
• optimised guest request management
• improved team productivity
• standardised communications

Simplify work for teams in charge of guest relations

• The centralisation of all communication channels: Whether a guest sends an SMS, a WhatsApp or Facebook message, or responds to a form, the hotel receives it in its messaging inbox and can then search in the conversation history to access information about its previous exchanges with this guest
• The choice of communication channel: The hotel can respond directly from the messaging service and can choose the channel through which it wishes to respond to the guest (email/SMS/in-app chat/WhatsApp/Messenger)
• Request statuses: The messaging service supports task management by enabling teams to mark each request with a status ‘unprocessed’/‘ongoing’/‘pending’/‘completed’/ ‘archived’. This status is thus visible in the list of messages and easily identifiable at a glance. Filtering enables only messages with the selected status to appear with just one click.
• Sample messages: Pre-drafted message templates can be configured to save time whilst writing and to prevent important information being forgotten.
• Message archiving: The archive folder allows teams to clear up their inbox, making it easier to see more pressing recent messages without having to delete anything.
• A translation tool integrated into each message: With one click, this tool can translate a received message or a message which needs to be sent.
• The addition of attachments: Whether it’s the restaurant menu of the day, the transport timetable, or the list of services available, the hotel can insert a document into its message.
• Scheduled message sending: A new addition to the features on offer, the ability to schedule messages can come in useful for planning the stay’s entertainment, such as happy hour offers to guests staying in the hotel

Standardise guest communication amongst team members

• Pre-drafted messages: message templates allow exchanges to be easily coordinated, whilst also ensuring that the same high standard of experience is provided to all guests.
• Integrated guest file in the messaging tool: LoungeUp integrates a CRM (Guest Profile) into its platform which gathers all guest data compiled in the guest files. These highly detailed guest files are valuable in understanding the guest with whom the hotel is interacting. A summary of the guest file is integrated directly into the messaging tool, which then allows the staff member processing the request to view the most relevant information about their guest (previous stays, spending, services, internal notes, satisfaction, etc.). It provides any team member with the ability to identify the guest and to respond to them with the hotel’s complete guest knowledge. In this way, a new team member would have no problem recognising a VIP guest who requires special attention.
• Message history: All exchanges and guest requests remain within the messaging tool. Even if teams change over, each staff member will know exactly what has been communicated to the guest, avoiding any risk of duplicate messages.