How hotels leverage AI to recover from COVID -19

Benjamin Devisme 2 July 2020
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Hoteliers, due to COVID-19, are currently facing low demand levels, fewer staff members while still having to maintain service standards. AI for hospitality enables the automation of repetitive human tasks, helps reassure customers, and drives direct sales.

Check out Benjamin Devisme, VP of sales Quicktext, talking to SHR on how hotels can communicate with guests and convert them online while maintaining service levels in under-staffed hotels.

Reassure & inform: Customers have 2 fears related to COVID

Since the outbreak, new concerns have emerged. For some customers, hygiene protocols have become a major sales argument. Most hotels post their protocols on their website but customers still go to the chatbot and ask about it probably because what matters to most isn’t everything you do but your ability to tell them that your hotel is a safe environment. 

Other travelers are worried that the hotel might be closed or some facilities might not be accessible such as the swimming pool, the spa etc… This is a completely different concern that is usually overlooked by hotels. It is key for your customers to know that they will be able to have a good time at your hotel. 

At this point in time, your customers are looking for specific information. Chatbots for hotels make it easy for them to access relevant and updated content they can trust. (See precise guidelines on COVID-related chatbot answers)

Hotel chatbot answers client question on EHS protocols.

Reduced staff: Automate tasks to deliver excellent service with fewer staff members

Part of your team is staying at home and some will not come back but more than before customers need attention and it is essential to keep working staff focussed on delivering the standard of service that guests are expecting instead of spending their time on the phone or answering repetitive questions by email. That’s where chatbots are useful to make hotel operations more efficient.

Chatbots filter and automate the management of simple and repetitive requests while forwarding important and high added value tasks to the hotel team. Ai is not here to replace human contact. On the contrary, chatbots filter the noise and channels important requests to help human teams deliver faster and better service with fewer resources. 

Watch how Quicktext+ HotelKit integration helps hotels increase operational efficiency through Whatsapp

Low demand levels: Focus on conversion 

When demand is low you need to increase conversion. Hotel online sales are mostly based on self-service. You go to the website, you have a look and either you like what you see and book or ciao!

Hotels let too many direct sales opportunity escape because they fail at engaging with hesitant customers. When customers interact with a chatbot they share Name, email, phone number, dates of stay etc… So that the hotel can follow up if the customer doesn’t go through with his purchase. (Easy sales follow up techniques that all hoteliers should use to increase direct bookings)

About Quicktext: Quicktext helps hotels increase their direct bookings and improve customer satisfaction. It works by centralizing the main instant messaging channels that hotels and guests can use to communicate such as live chat, WhatsApp and Facebook messenger. The frequent interactions such as book a room or what is the time of check-in, I need an airport transfer, etc…are instantly handled by Quicktext chatbot, Velma. Velma helps hotels improve operational efficiency and increase online direct revenues by 11% on average. 

Have a quick look at Quicktext product video 

More details on the Quicktext official website: https://www.quicktext.im/

If you wish to learn more about the Quicktext or have any questions about chatbots for hotels, contact Benjamin Devisme at bde@quicktext.im.

How hotels leverage AI to recover from COVID-19
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