Improving Visitor Communication via Two-Way SMS

Improving Visitor Communication via Two-Way SMS

Are you looking for ways to improve your guest communication? Well, look no further than Two-Way SMS. As an effective and efficient messaging tool, Two-Way SMS is the perfect solution to enhance customer engagement. Not only does it ensure that you reach potential guests quickly and easily, but it also allows for real-time conversations with customers, so they get their queries answered faster and more accurately. In this blog post, we’ll discuss why two-way SMS should be included in your overall communications strategy as well as how to deploy it successfully. Ready to learn more? Let’s dive in!

Two-Way SMS: How Can It Improve Guest Communication?

Two-way SMS refers to the ability to send and receive text messages between two parties, making it an interactive form of communication. In the context of visitor communication, this means that both visitors and hosts can exchange messages directly through SMS. Two-way SMS refers to a communication system that allows for bidirectional text messaging between a business or service provider and their customers or clients. In the context of hospitality, it enables guests to send text messages to the hotel or accommodation provider, and in return, the establishment can respond to those messages. This creates an interactive and real-time communication channel between guests and the hospitality staff.

Here’s How Two-Way SMS can Improve Guest communication in Hospitality:

Instant Communication:

Guests can quickly and easily communicate with the hotel staff for inquiries, requests, or information. This real-time communication enhances the overall guest experience. Integrating the reservation process with a hotel’s phone system can improve table management, reduce wait times, and improve the dining experience.

Relevant and Timely Messages:

SMS should provide valuable information or assistance, avoiding irrelevant or excessive messages. Organizations should aim for prompt responses to visitor inquiries or requests


Many guests prefer the convenience of texting over making phone calls or using other communication methods. SMS is a widely accessible and convenient communication channel, allowing visitors to reach out to hosts or service providers without the need for phone calls or emails. A two-way SMS provides a familiar and efficient way for guests to interact with the hotel.

Booking Confirmations and Updates:

Hotels can use two-way SMS to send booking confirmations, updates, and reminders. This ensures that guests have the necessary information for a smooth check-in and stay.

Hotel telephone systems are essential for internal and external communication, allowing guests to contact hotel services, make local and international calls, and receive important information during their stay.

Concierge Services:

Guests can use two-way SMS to request concierge services, ask for local recommendations, or seek information about nearby attractions. This adds a level of convenience and accessibility to concierge services.

Opt-In Communication:

Hotels can implement an opt-in system, where guests choose to receive specific types of information or updates via SMS. Visitors should be given the option to opt in for SMS communication, ensuring consent and privacy. This ensures that communication is tailored to individual preferences.

Language Preferences:

Two-Way SMS systems can be designed to accommodate different language preferences, allowing guests to communicate in their preferred language for a more comfortable experience.

Implementing Two-Way SMS in hospitality enhances guest engagement, improves communication efficiency, and contributes to an overall positive guest experience by providing a convenient and personalized communication channel.

The Basics of Two-Way SMS

Two-way SMS in hospitality involves the use of Short Message Service (SMS) to enable communication between guests and the hotel or accommodation provider in both directions. Here are the basics of implementing Two-Way SMS in the hospitality industry:

SMS Gateway:

Implement an SMS gateway that allows the hotel to send and receive SMS messages. This can be a dedicated system or a third-party service integrated into the hotel’s communication infrastructure.

Dedicated SMS Number:

Assign a dedicated phone number for Two-Way SMS communication. This number can be used by guests to send messages and receive responses from the hotel.

Integration with Property Management System (PMS):

Integrate the Two-Way SMS system with the hotel’s Property Management System (PMS) to streamline communication. This integration ensures that guest information, reservations, and requests are synchronized.

Automated Messaging:

Set up automated messages for common scenarios, such as booking confirmations, check-in reminders, and thank-you messages. Automation helps in providing timely and consistent communication.

Feedback and Surveys:

SMS can be used to collect valuable feedback from visitors, helping organizations improve their services and offerings.

Event Notifications:

Inform guests about on-site events, promotions, or special activities through SMS. Allow guests to inquire about event details or RSVP via two-way SMS.

Emergency Communication:

SMS can serve as a reliable channel for emergency notifications and alerts, ensuring the safety and well-being of visitors.

Data Security:

Appropriate measures should be taken to protect visitor data and ensure the security of SMS communication.

Security Measures:

Implement security measures to protect guest information transmitted through SMS. This includes secure data transmission and storage practices to comply with privacy regulations.

By incorporating two-way SMS into hospitality operations, hotels can create a more efficient, convenient, and personalized communication channel with guests, ultimately enhancing the overall guest experience. Regularly evaluate and refine the system based on guest feedback and evolving technology trends. Integrating cloud-based communications technology into hotel operations can play a critical role in driving success by increasing guest satisfaction, driving sales and improving operational efficiency.

Different Types of Two-Way SMS Messages

In the hospitality industry, Two-Way SMS can be used for various types of messages to enhance guest communication. Here are different categories of Two-Way SMS messages that can be implemented:

Booking and Reservation Management:

Confirmation Messages: Send automated SMS messages to confirm guest reservations, providing details such as check-in/check-out times and reservation numbers.

Modification Requests: Allow guests to request changes to their reservations through SMS, and respond with confirmation or alternative options.

Check-In and Welcome Messages:

Welcome Messages: Greet guests with a personalized welcome SMS upon check-in, including information about key amenities, Wi-Fi access, and other relevant details.

Room Preferences: Allow guests to communicate their room preferences or specific requests through SMS.

Promotions and Special Offers:

Promotional Messages: Inform guests about ongoing promotions, discounts, or exclusive offers via SMS, allowing them to take advantage of special deals during their stay.

Event Invitations: Send invitations to on-site events, parties, or special activities through Two-Way SMS, allowing guests to RSVP or inquire about details.

Lost and Found Notifications:

Lost Item Notifications: If a guest leaves an item behind, hotels can use Two-Way SMS to inform them about the lost item, providing instructions for retrieval.

Billing and Receipts:

Billing Inquiries: Allow guests to inquire about their bills or request a copy of their receipt through SMS, providing a convenient way to address financial queries.

By utilizing Two-Way SMS for these different types of messages, hotels can create a more responsive, convenient, and personalized communication experience for their guests, ultimately enhancing overall guest satisfaction.

Best Practices for Using Two-Way SMS

Implementing Two-Way SMS in the hospitality industry requires careful planning and adherence to best practices to ensure effective communication and a positive guest experience. Here are some best practices for using Two-Way SMS:

Mobile-Friendly Content:

  • Craft SMS messages with mobile users in mind. Keep messages concise, easy to read, and mobile-friendly to enhance the overall user experience.

Consistent Brand Voice:

  • Maintain a consistent brand voice in your Two-Way SMS communication. Whether the message is automated or personalized, the tone and language should align with the overall brand image to create a cohesive guest experience.

Testing and Quality Assurance:

  • Conduct regular testing and quality assurance checks on your Two-Way SMS system. Ensure that messages are delivered accurately, and that automated responses function as intended. Address any technical issues promptly to minimize disruptions.

Incentivize Participation:

  • Encourage guest participation in Two-Way SMS communication by offering incentives such as exclusive discounts, promotional offers, or loyalty program points for those who opt in or provide feedback. This can increase engagement and promote the use of the service.

Multi-Channel Integration:

  • Integrate Two-Way SMS with other communication channels, such as email or mobile apps. Provide a seamless experience for guests who may prefer different communication methods, ensuring they receive information consistently across channels.

Educational Materials:

  • Provide educational materials or FAQs (Frequently Asked Questions) about Two-Way SMS in guest rooms or on the hotel’s website. This helps guests understand the capabilities of the service and encourages them to utilize it for their benefit.

Sensitivity to Guest Preferences:

  • Be sensitive to guest preferences regarding communication frequency. Some guests may prefer minimal communication, while others may appreciate more frequent updates. Allow guests to customize their communication preferences whenever possible.

Analytics and Reporting:

  • Implement analytics tools to track the performance of your Two-Way SMS system. Monitor metrics such as response times, message delivery rates, and guest engagement. Use these insights to make data-driven decisions and continually optimize your communication strategy.

Social Media Integration:

  • Integrate Two-Way SMS with social media platforms to extend your communication reach. Allow guests to connect with the hotel’s social media accounts through SMS, creating a multi-channel communication approach.

Develop Effective Two-Way SMS Policies and Procedures

Developing effective policies and procedures for two-way SMS in hospitality is crucial to ensuring smooth communication, guest satisfaction, and compliance with privacy regulations.

Here’s a Comprehensive Guide to Help You Create Robust Policies and Procedures:

Two-Way SMS Policies

1. Opt-In and Opt-Out Policy:

  • Clearly outline the process for guests to opt in to receive SMS communications.
  • Provide a straightforward opt-out mechanism for guests who wish to stop receiving SMS messages.
  • Clearly communicate the implications of opting in or out.

2. Data Privacy and Security:

  • Establish guidelines on how guest data will be collected, stored, and used for Two-Way SMS communication.
  • Ensure compliance with data privacy regulations (e.g., GDPR, CCPA) and communicate these policies to guests.
  • Implement security measures to protect guest information during transmission and storage.

3. Frequency and Timing:

  • Define guidelines on the frequency and timing of SMS messages to avoid overloading guests with communication.
  • Consider guest preferences and set expectations for when messages may be sent.

4. Message Content Standards:

  • Set standards for the content of SMS messages, emphasizing clarity, professionalism, and adherence to the brand voice.
  • Prohibit the use of offensive or inappropriate language in any communication.

5. Personalization Guidelines:

  • Provide guidelines on personalizing SMS messages based on guest information available in the system.
  • Ensure that personalization adds value without crossing privacy boundaries.

6. Automated Responses:

  • Define scenarios where automated responses are appropriate and establish guidelines for crafting these responses.
  • Ensure that automated responses align with the hotel’s service standards and guest expectations.

7. Service Request Handling:

  • Clearly outline the process for handling service requests received through Two-Way SMS.
  • Define response times for different types of requests and establish protocols for escalating urgent matters.

Two-Way SMS Procedures

1. Opt-In and Opt-Out Procedures:

  • Detail the steps for guests to opt in or out of SMS communication.
  • Provide staff with the necessary training to assist guests with these procedures.

2. Data Privacy Procedures:

  • Specify how guest data will be handled securely within the Two-Way SMS system.
  • Define procedures for responding to guest inquiries about their data privacy.

3. Message Content Creation:

  • Provide guidelines and templates for creating SMS messages, ensuring consistency and professionalism.
  • Specify who is authorized to create and approve message content.

4. Personalization Procedures:

  • Detail how personalization will be implemented in SMS messages.
  • Ensure staff is trained on using guest information appropriately for personalization.

5. Automated Response Configuration:

  • Define scenarios that trigger automated responses and the content of these responses.
  • Regularly review and update automated responses to align with current guest needs.

6. Service Request Handling Procedures:

  • Outline the process for receiving, prioritizing, and responding to service requests via SMS.
  • Provide staff with training on handling different types of service requests.

7. Feedback and Survey Collection Procedures:

  • Detail how feedback and surveys will be collected through Two-Way SMS.

Outline the process for analyzing feedback and implementing improvements.

Training and Implementation

  • Develop a comprehensive training program for staff involved in Two-Way SMS communication.
  • Conduct regular refresher courses to keep staff updated on policy changes and best practices.
  • Implement a phased rollout of Two-Way SMS, ensuring staff is well-prepared for the transition.

Review and Continuous Improvement

  • Schedule regular reviews of Two-Way SMS policies and procedures to ensure they remain effective and compliant.
  • Solicit feedback from staff and guests to identify areas for improvement.
  • Adjust policies and procedures based on changing technology, guest expectations, and industry trends.

Two-way SMS communication offers a convenient, efficient, and personalized way to improve visitor communication, enhancing the overall visitor experience and satisfaction. By establishing clear policies and procedures for two-way SMS in hospitality and incorporating training and review processes, hotels can create a structured and effective communication system that enhances guest satisfaction and operational efficiency.

Monitor results of Two-way SMS Campaigns to Ensure Success

Monitoring the results of two-way SMS campaigns in hospitality is essential to assessing effectiveness, identifying areas for improvement, and ensuring that the communication strategy aligns with guest expectations. Here’s a guide on how to monitor and measure the success of two-way SMS campaigns:

Key Performance Indicators (KPIs):

Message Delivery Rates: Monitor the percentage of messages that are successfully delivered to guests to ensure the effectiveness of the communication channel.

Service Request Resolution Time: Evaluate the time taken to resolve service requests initiated through Two-Way SMS, ensuring prompt and efficient handling.

Booking Conversion Rates: Analyze whether Two-Way SMS contributes to increased bookings or upsells by monitoring conversion rates.

Emergency Communication Success: Assess the success of emergency communication through Two-Way SMS by evaluating response times, guest adherence to instructions, and overall safety outcomes.

Monitoring Tools and Platforms:

SMS Analytics Platforms: Utilize SMS analytics platforms that provide insights into message delivery, response rates, and overall campaign performance.

Property Management System (PMS) Integration: Integrate Two-Way SMS data with the hotel’s PMS to correlate communication efforts with guest behavior, reservations, and preferences.

Customer Relationship Management (CRM) Systems: Leverage CRM systems to track guest interactions, preferences, and feedback gathered through Two-Way SMS.

Customized Reporting Dashboards: Develop customized reporting dashboards that consolidate key performance metrics for easy monitoring and analysis.

Analysis and Action Steps:

Comparative Analysis: Compare the performance of different campaigns or communication strategies to determine what resonates best with guests.

Guest Segmentation Analysis: Analyze performance metrics based on guest segments to tailor future campaigns to specific demographics or preferences.

Benchmarking Against Goals: Compare actual performance against predefined goals and objectives to assess the overall success of the Two-Way SMS campaigns.

Adjustment of Strategies: Based on the analysis, adjust communication strategies, message content, or the timing of campaigns to optimize results.

Get Started With PhoneSuite Today!

The PhoneSuite hotel phone system is here to provide you and your business with the tools to thrive in today’s market. With tailored products and services that have all of your needs in mind, PhoneSuite is a one-stop shop for modernized hotel phone system hospitality management. Offering features such as high-end analytics tools and real-time upgrades, it can give you an upper hand on the competition. With PhoneSuite, getting insight into what patrons are looking for has never been easier.

It enables efficient customer service through its cloud-hosted platform, which takes customer feedback and direct line communications into account. Give your guests the best experience without hustling. Get started with PhoneSuite  Voiceware today and make every part of your hospitality journey easy and enjoyable!