What every hotel front desk staff should know!
Ask every guest for their mobile number at check in.
Ivy can’t text anyone if she does not have a valid mobile phone number to reach!
“Hi there, welcome to the hotel. Here is all your check in information. By the way you have access to our hotel’s virtual text concierge Ivy - what is the best mobile number to reach you at?”
Sending an immediate reply informs your guest that their request has been received
“Hi, Mr Jones, this is Patricia at the front desk, I received your request and am working on it now.”
Resolve requests in 10 minutes or less.
This notifies other team members that the issue is in good hands.
Only resolve if the issue or request has resulted in a happy outcome.
Reply to complaints immediately.
Ivy’s job is to help identify unhappy guests. When she does, reply immediately!
“Hi Mr. Jones This is Patricia at the front desk, how can I improve your stay?”
Brag that you’re text friendly!
"Our hotel offers a virtual guest concierge, Ivy! You can make housekeeping requests, ask about local information, or provide us feedback. What's the mobile phone number that Ivy can reach you at?"
"We can send you the wifi password over text, what is your cell phone so I can get this sent to you?"