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Mews Boosts Hospitality with Guest Messaging and Automation

In a world where guest engagement is pivotal to hospitality success, Mews has rolled out two groundbreaking features: Guest Messaging and Automations. These tools are designed to transform how hotels manage communications and operational workflows, allowing front desk staff to concentrate more on the personal touch that guests crave.

The Challenge in Hospitality

Historically, repetitive tasks have taken a significant toll on hotel operations. Staff spend too much time navigating through multiple channels and inboxes, bogging down the customer service experience. On average, nearly one-third of guest inquiries remain unanswered, often due to the sheer volume of messages arriving across various platforms. Guests who do reach out can wait up to eight hours for a reply, leading to dissatisfaction.

Guest Messaging

Mews’ Guest Messaging feature consolidates all communication channels, offering a single, AI-driven inbox for hotel staff. This includes popular platforms like SMS and WhatsApp, ensuring that whether a guest reaches out from the airport or after arriving at the hotel, their inquiry is linked to their profile and reservation. This seamless conversation flow allows staff to see the complete context of each guest's interaction.

The AI component is especially noteworthy—trained on the hotel's own data, it can respond to 80% of routine queries instantaneously. Questions regarding pool hours, breakfast times, or checkout processes can now be handled automatically, freeing staff to focus on more complex guest requests that need human intervention.

Matt Marrs, an operator at Llano Real Estate Group, noted, “Guest messaging has been a game changer for us. We can inform all guests checking in or out about situations like pool maintenance in one broadcast rather than reaching out individually.” The AI’s ability to understand and utilize the data it has access to makes it possible to avoid unnecessary repetition and detail requests that should already be known.

Automations

Alongside messaging, Mews introduces Automations to create personalized guest experiences that often hinge on timely recognition. These rules automate processes essential for enhancing guest loyalty, such as acknowledging birthdays, rewarding repeat customers, or offering special upgrades for valued guests. The genius of this feature lies in its no-code workflow engine, which enables hotel operators to set rules that can run autonomously without requiring ongoing management.

Data from select Strawberry properties shows a remarkable 60% of upgrades for loyal guests being automated, demonstrating how this tool can streamline processes while ensuring guests feel special and valued. When a guest checks in, they automatically receive a personalized welcome message detailing their room access alongside a pin code, enhancing their arrival experience significantly.

Impact on Staff and Operations

The introduction of these features represents a paradigm shift in the hospitality industry. Hotel staff can now spend significantly less time managing messages and more time engaging with guests. General managers and IT teams benefit as they can focus on creating efficient operational standards rather than managing daily inquiries or worrying about missed opportunities.

As stated by Joel Ndreu, VP of Product Engineering at Mews, “Your front desk team isn't slow; they’re drowning. This isn't what hospitality should be.” Guest Messaging allows for a more human-centered approach by granting staff more time to engage with guests while ensuring no vital moments are overlooked.

Maurits Bots, a Hotel ICT Specialist, emphasized the time saved in workflow management: “I built a fully automated room check workflow without a single hour of engineering time. That means tasks that used to be forgotten get completed without fail.”

Conclusion

Mews is setting a new standard in the hospitality sector by enabling hotels to streamline operations and enhance the guest experience. By facilitating effective communication through Guest Messaging and Automations, Mews allows hotels to focus on what truly matters—creating memorable experiences for their guests. This innovative approach has not only earned Mews recognition across multiple awards but has also solidified its position as a frontrunner in hospitality technology. With 15,000 customers in 85 countries, Mews continues to lead the way towards a more efficient and guest-friendly hospitality experience.