#USA #Los Angeles #hospitality #INTELITY #Guest Engagement

Introduction

In a major advancement for the hospitality industry, INTELITY has launched the first unified messaging layer specifically designed for enhancing guest engagement. This new feature integrates SMS and WhatsApp capabilities into existing hotel communication systems, enabling a cohesive and streamlined guest experience from pre-arrival to checkout.

Addressing Fragmented Communication

One of the persistent challenges in the hospitality sector has been the fragmented nature of guest communication. Previously, hotels relied on multiple, often unconnected channels, leading to confusion and inefficiencies. INTELITY's new messaging capabilities aim to eliminate these issues by providing a single, authenticated communication thread that connects every interaction back to a guest's identity and reservation. This innovative approach not only simplifies communication for hotel staff but also enhances the guest's overall experience.

Key Features of the Unified Messaging Layer

Multi-Channel Communication

The system allows hotels to engage seamlessly with guests through SMS and WhatsApp, two of the most widely used communication platforms globally. This feature is particularly beneficial for international guests, especially in regions where WhatsApp is the primary communication method.

Proactive Staff Outreach

Hotel staff can now proactively initiate conversations through both SMS and WhatsApp. This capability empowers staff to reach out to guests for various purposes—be it pre-arrival information, in-stay check-ins, or immediate service requests—ensuring that vital communications are delivered effectively.

Secure Guest Messaging

Guests can initiate contact through SMS or WhatsApp, but only those messages linked to an active reservation are routed to staff. This security measure significantly reduces spam and protects hotel operations while ensuring authentic interactions.

Continued Support for In-App Chat

For digital-savvy guests who prefer using hotel apps or in-room tablets, INTELITY continues to offer its two-way in-app chat functionality. This ensures that guests on all platforms receive a consistent communication experience.

The Importance of Continuity Across Channels

As domestic travelers often prefer SMS, the addition of WhatsApp provides a crucial alternative for international guests. This dual-channel strategy ensures that once a conversation is initiated, it remains consistent across all platforms. The unified messaging layer not only enhances operational efficiency but also maintains a seamless guest journey throughout their stay.

A Vision for the Future

According to Steve Proctor, CEO of INTELITY, this innovation goes beyond just adding another tool to their arsenal. He emphasizes that the unified messaging system integrates identity, operations, content, and AI. This holistic approach creates a fully authenticated guest experience across all touchpoints.

The enhancements reflect the heightened expectations of today's travelers for instant and convenient communication. At the same time, it provides hotels with greater control, security, and operational intelligence than ever before, marking a significant step toward a more intelligent hospitality ecosystem.

Conclusion

INTELITY's launch of the unified messaging layer is a significant milestone for the hospitality sector, promising to transform how hotels communicate with their guests. By leveraging modern messaging platforms like SMS and WhatsApp, hotels can now foster more meaningful and personalized relationships with their guests, ultimately enhancing satisfaction and loyalty. For more information or to schedule a demo, visit www.intelity.com.