Customer Relationship & CommunicationPurpose
1.2. Automate sending local recommendations, dining options, and event notifications to enhance the guest experience.
1.3. Ensure seamless automated communication throughout the guest’s stay using multiple channels: SMS, email, messaging apps, and voice calls.
1.4. Automate personalized communication based on guest preferences or past behaviors to increase satisfaction and reduce manual staff workload.
Trigger Conditions
2.2. Scheduled automation at specified times during stay (e.g., post-arrival, morning, evening).
2.3. Manual staff trigger via Property Management System (PMS) when specific information needs to be sent.
2.4. Automated guest query via chatbot or SMS keyword triggers information delivery.
2.5. Integration trigger when new guest data is entered into PMS or CRM platform.
Platform Variants
• Feature/Setting: Use Programmable SMS; automate “send SMS” using /Messages API endpoint with guest’s phone and Wi-Fi info.
3.2. SendGrid
• Feature/Setting: SMTP or V3 Mail Send API; automate triggered email with Wi-Fi and local recommendations upon check-in.
3.3. WhatsApp Business API
• Feature/Setting: Use “messages” endpoint; automate templated message containing Wi-Fi credentials post-reservation confirmation.
3.4. Slack
• Feature/Setting: Incoming Webhooks or chat.postMessage; automate guest communications to staff for follow-up or escalation.
3.5. Gmail API
• Feature/Setting: Automate “users.messages.send” for transactional guest communications with attachments (local guides).
3.6. Facebook Messenger Platform
• Feature/Setting: “messages” endpoint in Graph API; automate guest queries and proactive Wi-Fi info dispatch.
3.7. Microsoft Teams
• Feature/Setting: automate notifications via Webhooks; e.g., send daily report of automated guest messages to staff channel.
3.8. Amazon SNS
• Feature/Setting: Use “Publish” API for automated multi-channel guest notifications (SMS, push).
3.9. HubSpot
• Feature/Setting: Workflow automation; automate guest journey emails/texts with local attractions.
3.10. ActiveCampaign
• Feature/Setting: “Automations” workflow; automated segment-based messages to guests based on stay length.
3.11. Zapier
• Feature/Setting: “Zaps” connecting PMS events to automated message actions on preferred channel.
3.12. Mailchimp
• Feature/Setting: “Customer Journeys” automation; trigger personalized info emails upon check-in.
3.13. Intercom
• Feature/Setting: Automated chat triggers; automatedly respond to FAQs, Wi-Fi requests.
3.14. Google Calendar API
• Feature/Setting: automate scheduled messages by integrating stay duration dates as triggers.
3.15. RingCentral
• Feature/Setting: SMS/voice API; automate “/sms” or “/call” for scheduled in-stay tips or reminders.
3.16. Salesforce Marketing Cloud
• Feature/Setting: Journey Builder; automate personalized, timed in-stay communications.
3.17. Airship
• Feature/Setting: automate push notifications for nearby events or recommendations via “messages” API.
3.18. Plivo
• Feature/Setting: automate SMS using “Message API” for multi-language guest communication.
3.19. Vonage (Nexmo)
• Feature/Setting: SMS or WhatsApp API; automate triggered info messages tied to property system events.
3.20. Pipedrive
• Feature/Setting: Workflow automation; auto send guest satisfaction forms near departure.
Benefits
4.2. Automated systems ensure zero-delay delivery of critical information, increasing guest satisfaction.
4.3. Reduces manual errors by automating message dispatch across multiple platforms.
4.4. Automating personalized content improves review scores and guest return rates.
4.5. Enables fully automated, omnichannel guest engagement and fast response to guest needs.
4.6. Scalable automation supports peak periods without additional staffing, ensuring always-on communication.