Hoteliers: 8 Simple Steps to Success with Texting & Chat

The hospitality industry has fundamentally shifted toward digital communication, especially after recent global changes created new guest expectations. Today, 70% of travelers prefer to communicate with hotels via digital channels such as live chat, WhatsApp, SMS, and Facebook Messenger. This transformation presents both challenges and opportunities for hoteliers seeking to maintain the personal touch that defines exceptional hospitality.

Modern hotel guest messaging software has become essential for delivering the seamless, personalized experiences that today’s travelers demand. Hotels see up to a 14% increase in service scores within the first 3 months of implementing effective guest messaging solutions.

Whether you’re a general manager, front office manager, or hands-on owner, here are eight essential steps to achieve success with texting and chat platforms.

1. Choose the Right Hotel Guest Messaging Software

The foundation of successful digital communication lies in selecting appropriate hotel guest messaging software that meets your property’s specific needs. Many GMS consolidate messages from various platforms, including online travel agencies (OTAs), Facebook Messenger, WhatsApp, and SMS, so that hotel staff can easily respond from one spot .

Your messaging platform should integrate seamlessly with your property management system (PMS) and other hotel operations software. This integration enables:

• Unified communication channels: Handle all guest messages from a single dashboard
• Real-time guest data access: View reservation details, preferences, and history instantly
• Automated workflow triggers: Route requests to appropriate departments automatically
• Staff collaboration tools: Enable seamless handoffs between shifts and departments

Avoid standalone solutions that operate in isolation. The best companies offer free trials to allow hoteliers to experience product quality prior to purchase. Consider platforms like HelloShift that combine AI-powered automation with human oversight for optimal guest service delivery.

2. Assign Clear Responsibilities

Establish a clear ownership structure for your hotel staff communication platform. The front desk remains the logical choice for guest messaging oversight, as staff members possess guest service expertise and reservation system knowledge. However, successful implementation requires participation across all departments.

Key responsibility areas include:

• Front Desk: Primary guest message monitoring and response
• Housekeeping: Room status updates and maintenance requests
• Maintenance: Work order management and completion notifications
• Management: Quality oversight and performance monitoring

Based on the guest’s request, a workflow will be triggered, and notifications can be sent to the correct department, where a ticket is created. From here, tickets are assigned to individual staff members who can participate in two-way communication with the guest who made the request.

3. Establish Professional Messaging Guidelines

Effective hotel management platform usage requires clear communication standards that maintain professionalism while delivering personalized service.

Essential Guidelines:

Response Time Standards:

• Immediate acknowledgment: Respond within 5 minutes maximum
• Resolution timeline: Set realistic expectations for complex requests

Professional Communication:

• Personalization: Always introduce yourself when messaging guests initially
• Courtesy: Maintain polite, helpful tone with proper greetings and closings
• Clarity: Keep messages concise yet comprehensive
• Consistency: Use standardized responses for common inquiries

Security Protocols:

• Never collect payment information: Direct guests to secure booking channels
• Verify guest identity: Request name and room number for unknown senders
• Protect privacy: Avoid sharing sensitive guest information

Content Management:

• Dynamic information: Share links rather than static details for frequently changing information
• Professional tone: Avoid slang, jargon, or unclear emojis
• Service focus: Prioritize guest assistance over promotional messaging

4. Proactively Reach Out to Travelers

Maximize your hotel management platform’s potential by engaging guests throughout their entire journey:

Pre-Arrival Engagement:

• Website chat integration: Assist potential guests during the booking process
• Pre-stay messaging: Send welcome messages with arrival instructions and personalization options

During Stay Communication:

• In-stay check-ins: Monitor guest satisfaction and address concerns immediately
• Service notifications: Provide real-time updates on requests and amenities

Post-Departure Follow-up:

• Thank you messages: Express appreciation and gather feedback
• Review requests: Encourage positive reviews through thoughtful timing
• Return visit invitations: Maintain relationship for future bookings

Whistle for Cloudbeds helps properties achieve 24% more service recovery opportunities by utilizing in-stay surveys and automations to promptly address any service issues while the guest is still on the property.

5. Create Operational Efficiencies

Transform your hotel operations by digitizing manual processes through your hotel staff communication platform:

Automation Opportunities:

• Booking confirmations: Automated acknowledgments and pre-arrival information
• Check-in/check-out: Streamlined digital processes reducing front desk congestion
• Request management: Automatic routing and status tracking
• Survey deployment: Timed feedback collection for optimal response rates

Automation and workflows: Messaging software enables automation of certain processes, such as pre-arrival notifications, check-in procedures, room service requests, and post-stay feedback. This automation helps save time and ensures consistent service delivery.

Digital Documentation:

Replace paper-based systems with digital workflows accessible across devices and shifts. This includes policies, procedures, schedules, and contact information.

6. Implement Contactless Hotel Check-in System

Modern contactless hotel check-in systems have become standard expectations rather than luxury features. Oracle’s Hospitality in 2025 Report revealed that 54% of executives want their hotels to keep mobile check-in and check-out as a standard, long-term option.

Benefits of Contactless Solutions:

• Enhanced safety: Reduced physical interactions and contamination risks
• Operational transparency: Real-time visibility into housekeeping and room readiness
• Guest convenience: Flexibility for early check-ins and streamlined arrivals
• Staff efficiency: Reduced front desk workload enabling focus on personalized service

Many hoteliers find hotel contactless check-in has a range of advantages: Saves time and hassle for both staff and guests – no more queueing or authorizing IDs at the front desk.

Key implementation elements include smart lock integration, mobile key distribution, and PMS synchronization for seamless guest experiences.

7. Leverage AI Hotel Chatbot Capabilities

Incorporate AI hotel chatbot functionality to handle routine inquiries and enhance service delivery:

AI Automation Benefits:

Cost Reduction: AI implementation can lead to a 15-20% reduction in operational costs for hotels through automation and optimization. Revenue Management: 76% of hotel revenue managers believe that AI-powered pricing and revenue management tools will be essential for staying competitive.

Hotel chatbots save hospitality businesses millions in customer service costs.

Strategic AI Implementation:

• FAQ automation: Handle common questions about Wi-Fi, amenities, and policies
• Booking assistance: Guide guests through reservation processes
• Upselling opportunities: Suggest relevant services based on guest preferences
• 24/7 availability: Maintain service continuity outside business hours

Many guests appreciate the efficiency of a hotel chatbot for straightforward tasks like checking service hours or scheduling wake-up calls.

Remember that AI should complement, not replace, human hospitality. Ensure smooth handoffs to human staff for complex or sensitive situations.

8. Track Performance and Optimize

Establish accountability through comprehensive performance monitoring:

Key Performance Indicators:

• Response times: Average time to initial and final response
• Resolution rates: Percentage of issues resolved through messaging
• Guest satisfaction: Feedback scores and review improvements
• Operational metrics: Task completion rates and staff productivity
• Revenue impact: Direct bookings and upselling success

SMS has a 90% read-rate within 3-minutes. A hotel ranked #1 on TripAdvisor earns 56% more direct bookings each month compared to hotels ranked 40th in their respective city.

Share results with your team regularly, recognize achievements, and identify opportunities for continuous improvement. Use data insights to refine your messaging strategy and enhance guest experiences.

Transform Your Hotel Operations with Digital Excellence

Successfully implementing hotel guest messaging software, hotel staff communication platforms, and contactless hotel check-in systems requires strategic planning, staff training, and ongoing optimization. These technologies, when properly integrated, create operational efficiencies while maintaining the personalized service that distinguishes exceptional hospitality.

In reality, the use of messaging channels has actually served as an opportunity for increased personalization and connection between hotels and guests. Guest messaging tools have played a pivotal role in facilitating these digital interactions and have helped lodging operators deliver a more seamless guest experience.

Ready to modernize your hotel’s communication strategy? Explore how HelloShift’s comprehensive platform can streamline your operations while elevating guest satisfaction through AI-powered messaging, contactless check-in, and integrated staff collaboration tools.

For more tips and ideas, check out HelloShift’s Hotelier’s Guide to Guest Messaging .

Guest Messaging & AI Assistant to understand the guest needs. Contactless Checkin to empower guests with self-service. Staff Collaboration and Housekeeping Management to deliver phenomenal hotel service delivery.

Digitize your hotel with Staff Collaboration, Guest Messaging, Contactless Checkin, WebChat, and Housekeeping in one app.