#Netherlands #Amsterdam #hotel management #Automation #Mews

Mews Introduces Cutting-Edge Features for Hotel Management

Mews, a trailblazer in hotel management systems, has recently unveiled two pivotal features: Guest Messaging and Automations. These tools address the prevalent challenges faced by hotels, allowing them to manage guest interactions efficiently while minimizing the strain on their reception teams.

The Problem Facing Hotel Reception Teams

In the bustling world of hospitality, receptionists can often find themselves overwhelmed by routine tasks at the expense of personalized guest interactions. With a staggering one-third of guest messages going unanswered due to disorganized communication channels, Mews recognized the urgent need for a solution that would alleviate this burden and enable staff to focus on providing exceptional service.

Guest Messaging: Unifying Communication

Guest Messaging creates an integrated communication hub, combining various messaging channels — including SMS, WhatsApp, and Booking.com — into a single concise thread. For instance, a guest can initiate a chat about a malfunctioning air conditioning unit while at the airport, switch to WhatsApp during their transfer, and then send a follow-up message through the Guest Portal. This seamless experience ensures that hotel staff can view all guest interactions in one place, eliminating confusion that might arise from juggling multiple inboxes.

The use of Mews' AI, trained with extensive data on hotel operations, allows it to provide instant responses to approximately 80% of routine inquiries. Questions regarding swimming pool hours, parking options, check-out times, and breakfast details can be addressed immediately, freeing team members to focus on more complex guest requests that require a personal touch. As noted by Johannes Rott, Hotel Manager at IMLAUER Hotels & Restaurants, the implementation of Guest Messaging has boosted their online check-in rate by 5-10%, particularly through direct engagement with guests using WhatsApp.

Automations: Elevating Guest Loyalty

In addition to Guest Messaging, Mews' Automations feature is designed to enhance guest loyalty by automating personalized interactions. This allows hotels to maintain relationships with returning guests more efficiently, ensuring that no opportunity for a personal touch is missed. Common scenarios such as celebrating birthdays, recognizing guest milestones, or automating room upgrades can now be managed without relying on human input or memory.

Instead of the traditional trial-and-error approach to guest engagement, Mews enables hotels to set rules within its user-friendly, code-free workflow engine. These rules are executed consistently across shifts, guaranteeing that every guest experience is memorable. In collaborative efforts with select properties, Mews found that up to 60% of upgrades for Gold and Platinum guests could be automated.

Upon check-in, incoming guests receive a personalized welcome message containing a key access PIN, enhancing their experience from the get-go. This automation flexibility allows hotels to tailor operations to best suit their business model.

Transforming Front Desk Operations

The combination of Guest Messaging and Automations not only streamlines hotel operations but also enriches the guest experience. The reception team can devote more time to creating meaningful guest interactions rather than sorting through disjointed communications. Similarly, management and IT departments can design reliable workflows without chronic anxiety about daily operations. As Maurits Bots, Hotel ICT Specialist at WestCord, stated, he developed a fully automated workflow for room inspections in just a fraction of the time traditionally required.

Joel Ndreu, VP of Product Engineering at Mews, underscored the impact on guest hospitality, observing, "Your reception team isn't slow; they are submerged in work. Managing multiple inboxes takes away from genuine guest engagement. Guest Messaging returns that time to them, while Automations ensure that thoughtful interactions occur automatically, without oversight. No more missed birthdays, forgotten upgrades, or lost opportunities due to staffing issues."

In summary, Mews' innovative tools — Guest Messaging and Automations — redefine how hospitality businesses operate, fostering a more engaged and satisfied guest experience while optimizing internal workflows. These advancements signal a future where hotel staff can focus on what truly matters: exceptional guest service.

About Mews

Mews is at the forefront of the hotel management industry, streamlining processes in revenue generation, operations, and guest journeys. It empowers hospitality teams to automate routine tasks, allowing them to concentrate on creating unforgettable guest experiences. Serving over 15,000 customers in 85 countries, Mews has been recognized as the Best PMS multiple times and continues to lead the sector in innovative technology solutions.