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How Contactless Check-In & Guest Messaging Help Hotels Improve Guest Service

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Posted by HiRUM Software Solutions - 18/01/2023
Hand holding mobile phone with suitcase in front of her beginning her check in to a hotel via mobile.

Over the past few years, the hospitality industry has experienced a lot of disruption in all kinds of ways. Spurred mostly by the pandemic, every hotel — big, small, limited-service or luxury — had to find innovative ways to meet new guest demands. As the pandemic subsided, many of these new consumer preferences, like a desire for digital-first experiences remained. 

As it turns out, many guests just prefer checking in from their mobile device. 

Additionally, some newer behaviors that guests were gravitating to even before the pandemic became standardized. For example, text messaging is now the preferred method of communication with the front desk over phone calls. 

Let’s now take a look at how Canary’s Contactless Check-In and Guest Messaging solutions can help you improve the guest experience and increase staff efficiency.

The Benefits of Contactless Check-In for Hoteliers

Contactless check-in is a method of checking guests into a hotel without the need for any physical interactions with the front desk. With Canary, guests simply receive an online check-in link via text message and email prior to their arrival. 

Canary’s online check-in process provides several benefit to both hoteliers and their guests, including: 

  • Canary enables guests to submit their credit card, upload an ID, and sign the hotel’s registration card. This removes administrative work from any interactions between front desk agents and guests, which makes for better and more personalized engagement. It also provides a more convenient and efficient experience for guests.
  • Guests can easily select any room upgrades or other upsell packages they would like to add to their stay. This provides them with a more curated guest experience and takes the responsibility of upselling off of front desk agents.
    Hotels using Canary have increased upsell revenue by up to 200%.
  • Canary Check-In is built on top of its Level 1 PCI compliant infrastructure and includes advanced fraud detection to cut down on fraud and chargebacks by up to 90%.  

If you’d like to learn more about the benefits of Contactless Check-In, book a Canary demo today!

The Benefits of Guest Messaging Software for Hoteliers 

As highlighted above, even before the pandemic, guest messaging was increasingly preferred by guests over phone calls. During the pandemic, this preference turned into more of a demand. 

According to recent research, 89% of all consumers say they prefer texting with businesses over other communication methods. 

Canary’s Guest Messaging allows front desk staff agents to communicate at scale with guests via direct, broadcast and AI messages. 

Benefits of Canary’s messaging solutions include: 

  • Canary Guest Messaging improves staff efficiency by 20% by enabling front desk agents to field inquiries more effectively.
  • Guest Messaging lowers front desk call volumes, which enables hotel staff to be more attentive to the person in front of them and provide a more personalized service. 
  • Guest Messaging can be used to promote special offers at the property and increase revenue.
  • Guests can communicate via their preferred texting app (e.g., SMS, Whatsapp) and do not have to download any new applications onto their devices.
  • Hoteliers can send and receive messages from their existing landline phone number. 

If you’d like to learn more about the benefits of Guest Messaging, book a Canary demo today!

Implementing Contactless Check-In & Guest Messaging at Your Property

By leveraging Contactless Check-In and Guest Messaging software, hoteliers can meet the demands of modern guests, while also improving their own operational efficiency and bottom line revenue. This is especially useful at a time when the industry is still recovering from a couple of rough years with COVID-19 and experiencing a historic global staff shortage.

And implementation is easier than you might think. Canary’s turnkey guest management solutions like Contactless Check-In and Guest Messaging can be deployed in just a few minutes and staff training takes less than 30 minutes.

If you’d like to harness the power of these consumer-preferred solutions, book your Canary demo today. 

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