Mews Unveils Innovative Guest Messaging and Automations Features for Enhanced Hotel Operations

Mews Introduces Game-Changing Guest Messaging and Automations

Mews, the hospitality management system, has launched two cutting-edge features—Guest Messaging and Automations—designed to tackle persistent operational challenges in hotels. With these innovative tools, Mews aims to shift the focus back to guest interactions, enhancing the overall hospitality experience.

Enhancing Guest Communication

Traditionally, hotel staff have been inundated with repetitive tasks that detract from their ability to provide exceptional service. Guest Messaging streamlines communication by consolidating inquiries into a single thread, regardless of how guests reach out—be it via SMS, WhatsApp, or through the hotel’s guest portal. This integration ensures that hotel personnel can view all communications related to a specific guest in one place, drastically improving response time and service quality.

One significant pain point addressed by Guest Messaging is the often-overlooked inquiries from guests. It’s reported that nearly one-third of such messages go unanswered, primarily because they are scattered across various channels. This feature utilizes AI trained on property data to respond instantly to approximately 80% of frequently asked questions, such as pool hours and checkout times. By managing routine questions efficiently, the hotel staff can focus on more complex requests and personalized interactions.

According to Matt Marrs from Llano Real Estate Group, “Guest Messaging has been a game-changer for us. We can notify all guests about check-in or check-out on a specific day in one go, making communications more efficient.” The AI's ability to manage common concerns saves valuable time while ensuring guests feel valued and attended to.

Automating Guest Engagement

Alongside Guest Messaging, Mews has introduced Automations, designed to facilitate personalized guest experiences through seamless operations. This feature empowers hotel staff to set up workflows that ensure every guest's milestone or preference is accounted for—be it an anniversary, loyalty progression, or ensuring VIP guests always receive the room they're accustomed to.

The typical automation in the hotel industry leans heavily towards revenue enhancements and dynamic pricing, but Mews breaks this mold by encouraging hotels to automate meaningful guest interactions. By simply defining rules within a user-friendly workflow engine—no programming knowledge required—hotels can automate essential tasks. For instance, Mews has reported that properties have automated up to 60% of upgrades for loyal Gold and Platinum guests.

Imagine a scenario where guests receive a personalized welcome message with their unique door PIN upon check-in. This not only enhances the guest experience but also reinforces their loyalty to the brand.

Joel Ndreu, VP of Product and Engineering at Mews, highlights the importance of these innovations: “Your reception team isn't slow; they are overwhelmed. The hospitality industry shouldn’t be about managing multiple inboxes; it should be about meaningful interactions.” With Guest Messaging and Automations, Mews empowers hotels to reclaim time initially lost to managing inquiries and equip their teams to proactively engage with guests.

A New Era in Hotel Operations

The dual launch of Guest Messaging and Automations marks a pivotal shift in how hotel operations are executed. Staff will spend less time sorting through emails and multiple messages, allowing them more quality time to engage with guests face-to-face. Mews’ focus is not only on streamlining front desk operations but also enhancing the overall guest experience through smart technology.

Mews’ new offerings are currently supporting various messaging platforms including SMS, WhatsApp, Booking.com, and Expedia, ensuring compatibility across popular channels. During the beta phase alone, Mews successfully executed 47,000 Automations, demonstrating the immediate impact these features can have.

As Mews continues to develop its operations system, hotels are given the flexibility to create workflows tailored to their needs, leading to enhanced productivity and guest satisfaction.

In essence, the launch of Guest Messaging and Automations is a significant leap towards redefining guest experience in hospitality, allowing hotels to appreciate their guests while simultaneously improving their operational effectiveness.