Enter into direct dialogue with your guestA second pillow? A table reservation? Or simply a recommendation of where to find the best restaurant – guests previously had to call or visit reception for such services, now they can conveniently use their Facebook Messenger. A new feature of the hotel operations and communications software hotelkit makes this possible. Guests can forward their requests, wishes and queries via Facebook’s instant messenger directly to the hotel.
The software hotelkit, to date primarily used for optimising the internal communication processes at hotels, will integrate the guest into the dialogue for the first time. What makes the feature special is the fact that the hotel staff can edit and reply to requests directly through hotelkit.
In doing so, communication works very easily: guests open Facebook Messenger, connect with the hotel and start the dialogue – there is no need to download a separate app. The hotel employees can see the communication directly in the hotelkit software and are able to edit requests there, forward them to the person in charge and reply – a quick and efficient processing of guest requests is therefore guaranteed.
prizeotel is one of the first hotel chains to make use of the guest messenger feature of hotelkit. “The dialogue with our guests is extremely important to us. Communication habits are changing and it is only natural that we want to offer our guests the possibility to contact us via Facebook Messenger while staying with us,” says Marco Nussbaum, Co-Founder & CEO of prizeotel. “Via the new hotelkit function, we can integrate this communication channel efficiently in our daily working life.”
hotelkit offers tailor-made tools for the hotel industry. The software works as a platform for daily communication, efficient task management and long-term knowledge exchange in between employees and departments of one or several hotels. Launched in 2012 and available for PCs, tablets and smartphones, the software is nowadays used in more than 350 hotels in Europe – from small boutique hotels via the 25hours hotel group to the Hotel Estrel in Berlin with 1,125 rooms.