#Netherlands #Amsterdam #Mews #Automations #Guest Messaging

Mews Introduces Innovative Features for the Hospitality Industry

In a recent breakthrough, Mews, the hospitality operating system, has launched two new native features: Guest Messaging and Automations. These tools aim to optimize hotel operations by alleviating the burden of repetitive tasks that consume valuable staff time, enabling teams to focus more on providing quality guest experiences.

Addressing Common Hospitality Challenges

One of the pressing issues in the hospitality sector is the challenge posed by guest inquiries. A staggering one in three guest messages goes unanswered because they are spread across multiple inboxes within a hotel’s communication system. This often results in delayed responses, with guests waiting an average of eight hours before getting assistance. Mews tackles this problem head-on by consolidating all guest communications into a single, AI-enhanced inbox. This centralized system enables hotel staff to manage conversations seamlessly, regardless of the channel—be it SMS, WhatsApp, Booking.com, or the Mews Guest Portal.

Guests can easily switch between messaging platforms, providing flexibility and ensuring their conversation remains uninterrupted. Staff members see a complete thread tied to each guest’s profile and reservation, leading to a more personalized and efficient service.

The Role of AI in Guest Interactions

The Mews AI is designed to handle approximately 80% of routine inquiries, such as pool hours and check-out policies, instantly. This feature empowers staff to concentrate on more complex issues that require a personal touch, enhancing the overall guest experience. By analyzing the comprehensive guest profile—which includes room status, billing, and special requests—the AI can answer questions without needing to ask for details already available in the property management system.

For operators, such as Matt Marrs from Llano Real Estate Group, the impact of Guest Messaging has been profound. “It’s a game changer for us,” he remarked. The system allows for mass communication, which is particularly useful for informing guests of things like pool maintenance without requiring individual messages to each guest.

Automations: Personalizing Guest Care

Complementing Guest Messaging, the Automations feature automates essential yet personalized touches that deepen guest loyalty. Whether it is acknowledging a returning visitor, celebrating a birthday, or reminding a guest of a newly reached loyalty tier, these automations ensure that significant moments are never overlooked. Unlike traditional automation that focuses solely on revenue-generating opportunities, Mews emphasizes creating memorable experiences that encourage guests to return.

Through a user-friendly, no-code workflow engine, hotel staff can implement these rules without needing extensive technical expertise. For example, at select Strawberry properties, up to 60% of upgrades for Gold and Platinum guests were automated, showcasing the effectiveness of this feature. Upon check-in, guests automatically receive a personalized welcome message along with their door access PIN, ensuring they feel valued from the moment they arrive.

Changing the Landscape of Hotel Operations

These two features are transforming the landscape of hotel operations. Front desk staff are now spending significantly less time managing multiple communication channels and more time enhancing guest interactions. General managers and IT personnel are repositioned from merely hoping everything runs smoothly to actively crafting the rules that govern these automations, guaranteeing consistent and delightful interactions with every guest.

Maurits Bots, a Hotel ICT Specialist at WestCord, highlights the ease of use, stating, “I built a fully automated room check workflow without a single hour of engineering time.” Such efficiencies are vital in the hospitality industry, where detail and consistency are paramount to guest satisfaction.

Joel Ndreu, VP of Product Engineering at Mews, succinctly encapsulates the essence of these features, stating: “Your front desk team isn't slow; they're drowning.” By implementing Guest Messaging and Automations, Mews empowers hotel staff to reclaim their time and prioritize genuine interactions, ultimately improving the hospitality experience for everyone.

As these features continue to roll out, Mews is poised to revolutionize how hotels operate, enabling a focus on what truly matters: creating unforgettable experiences for their guests.