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May 16, 2019

Zing-It! Automating Pre-arrival Welcome Messages for Hotel Guests

David Wang

Zing it - Pre-arrival welcome message

In the hotel business, it’s important to treat every guest like a friend that you are personally inviting to your party.

Welcoming guests in a personalized way ensures your guests start off their stay in a positive way and immediately opens a line of communication between your guests and staff if any questions or service requests arise.

In this Zing It! Episode, we show you how to automate pre-arrival welcome text messages to arriving guests by leveraging information from your hotel property management system. The goal of automating pre-arrival welcome messages is to anticipate guest needs before arrival and to provide a personalized experience for them.

Here’s how it works!

The pre-arrival message can be both generic or personalized based on how much information you have collected about your guest during the booking process. The more information you have about the guest, the more you can personalize the message based on trip type or other preferences.

One important thing to note is that you should have a record of consent or “opt-in” from guests to send text messages. Typically, this is done through the website booking form. (See example below)

Setting Up Pre-arrival Welcome Messages

In order to send a pre-arrival message to guests prior to checking in, you will need to have the guests’ check-in date added to Zingle’s messaging platform either through a spreadsheet upload or a direct integration with your hotel property management system which can sync guest data in real-time.

To set up the automated welcome message, create a trigger event which is the guest arrival date, and based on the date, you can schedule a message to go out during a specified time, for example, “send welcome message at 9am to all guests arriving today.” Simply enter your welcome message and you’re ready to go.

Additionally, you can send different welcome messages to different guests based on tags and segments. For example, you can send a different welcome message to a business guest than a hotel guest coming for a wedding.

What should be included in a pre-arrival welcome message?

Welcome messages are more than just a hello. The goal is to provide guests with relevant information prior to their arrival.

Some examples include:

  • Directions to the hotel
  • Instructions on parking
  • Check-in time
  • Asking for special preferences prior to arrival
  • Informing guests to text for questions and service requests
  • Shuttle information

By sending a pre-arrival welcome message, it immediately opens a new channel to engage guests and get ahead of any special requests to avoid last minute scrambles.

As you can see, the process of setting up welcome messages is quite simple. By leveraging guest information to segment those messages, you can welcome every guest and engage them in a new and more personal way.

To learn more about automating welcome messages with Zingle, Schedule a quick demo today.

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