#Netherlands #Amsterdam #Mews #Automations #Guest Messaging

Enhancing Guest Experience with Mews

In an era where customer service defines the hospitality industry, Mews has unveiled two groundbreaking features: Guest Messaging and Automations. These tools are designed to streamline two critical aspects of hotel operations: communication and task management. With these advancements, hotel staff can focus more on personalized guest interaction rather than being bogged down by repetitive, administrative tasks.

Addressing Common Challenges

Traditionally, hotel staff have struggled with the sheer volume of routine inquiries. Often, one out of every three guest messages goes unanswered due to poor management of communication channels, with messages landing in different inboxes that are challenging to monitor concurrently. This results in frustrating response times averaging eight hours.

Guest Messaging

With Guest Messaging, Mews has integrated all communication channels into a single, straightforward thread linked to the guest's profile. This system allows guests to send messages through various platforms—like SMS, WhatsApp, or via the Mews Guest Portal—without burdening staff with multiple interactions. When a guest reports an issue, such as a faulty air conditioning system, Mews utilizes AI to provide an instant response and efficiently forwards the task to the appropriate team.

Up to 80% of frequently asked questions about amenities and services are answered immediately using the AI system trained on the hotel's specific data. This frees up the team to address complex issues or engage more personally with guests, enhancing their overall experience.

Matt Marrs, an operator at Llano Real Estate Group, noted how Guest Messaging has transformed their operations. Rather than individually contacting each guest checking in or out, they can send a group message about essential updates, such as maintenance-related pool closures. The AI's ability to manage frequent queries saves time and reduces repetitive messaging.

Automations

On the other hand, the Automations feature addresses another layer of the guest experience by allowing hotels to create personalized moments without human intervention. These could include recognizing returning guests, commemorating a birthday, or offering a VIP guest a favorite room. Unlike traditional systems that often focus solely on revenue-generation tasks, Mews enables properties to automate thoughtful gestures that encourage guest loyalty.

Hotels can set rules for these automations within a no-code framework, meaning that essential tasks can execute automatically without needing to remember every detail manually. For example, at some Strawberry hotels, it has been reported that up to 60% of upgrades for Gold and Platinum customers are automated, ensuring a seamless experience from the moment of arrival with personalized welcome messages.

Impact on Operations

Together, these features have the potential to transform hotel operations significantly. Staff can dedicate more time to meaningful interactions with guests rather than managing inboxes full of messages. As a result, hotel management no longer has to worry about reliance on specific individuals for routine procedures. They can set parameters for processes, such as room check-ins or scheduled maintenance notifications, ensuring consistent service delivery.

Maurits Bots, an ICT specialist at WestCord Hotels, shared his success in automating room-check processes, which was achieved without dedicating hours to development work. For a hotel of their size, this means consistently meeting guest expectations without missing critical tasks.

Joel Ndreu, VP of Product Engineering at Mews, summed up the fundamental shift in operational focus: “Your reception team isn’t slow; they’re overwhelmed. By managing fewer inboxes, they can devote their attention to the guests who need it most.”

Conclusion

Mews' Guest Messaging and Automation features are set to redefine how hotels operate, significantly enhancing customer service while also improving staff efficiency. As hotels adopt these innovative tools, the future of hospitality looks promising—with a focus on personalization, efficiency, and guest satisfaction. With successful integration already in place, more hotels are expected to leverage these tools to provide unique and memorable experiences.

Mews' commitment to transforming hotel management continues to be recognized across the industry, reflecting its status as a leader in the hospitality tech space with over 15,000 clients in 85 countries, proving that modern technology can beautifully blend efficiency with the warmth of human interaction.