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Christian Strauch
Managing Director & Co-Founder
Managing Director & Co-Founder
With hellomateo, you can offer your customers an outstanding customer experience and win loyal fans.
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Advantages of WhatsApp for the hospitality industry
By using WhatsApp, guests can get in touch with your accommodation quickly and easily, for example to make room bookings or table reservations in the in-house restaurant. This can help to make the booking process easier and more convenient, thus breaking down potential barriers for guests. WhatsApp can also help to improve communication between the hospitality industry and guests. For example, guests can express their questions or requests regarding food and drinks via WhatsApp and receive a quick response. The use of WhatsApp in the hospitality industry can therefore not only optimize communication between guests and hosts, but also improve customer satisfaction and thus the overall customer experience.
In combination with a professional messaging tool such as Mateo, WhatsApp messages can not only be typed in manually, but can also be replied to automatically or pre-formulated using message templates to save valuable working time. Thanks to the connection via the WhatsApp API, a number of helpful tools are available in Mateo when using WhatsApp and, unlike WhatsApp Business, its use is 100% GDPR-compliant. In addition, internal communication is integrated into the Mateo user interface to quickly assign requests to the right employee.
Application examples of WhatsApp in customer communication (without WhatsApp newsletter)
Here are some examples of how WhatsApp can improve communication in the hospitality industry:
- Answering questions from guests: Hotels and restaurants can use WhatsApp to answer questions from guests, such as opening hours, parking options or room reservations. Employees can respond quickly and easily to inquiries and satisfy guests.
- Orders: Restaurants can use WhatsApp to take orders from guests. This can be a quick and effective way to process orders and improve service. In addition, restaurants can send menus to guests via WhatsApp.
- Table reservations and room bookings: With WhatsApp, guests can make table reservations or room bookings quickly and conveniently. Hotels can update their availability in real time and reply to guests directly via WhatsApp to confirm or change bookings.
- Special requests from guests: Guests can also communicate special requests such as allergies, special requirements or special occasions via WhatsApp. Hotels and vacation accommodations can respond to these requests quickly and individually to ensure that guests are satisfied and have a pleasant stay.
In addition to this, all other requests that you would normally send by e-mail and all topics for which you receive telephone inquiries can also be clarified via WhatsApp.
A number of other messages can be sent fully automatically with the WhatsApp newsletter. More on this in the following paragraph.
Increase sales and customer satisfaction in the hospitality industry with WhatsApp newsletters
WhatsApp newsletters are an excellent way for the hospitality industry to increase their sales. Regular newsletters allow hospitality businesses to reach their customers directly and easily and draw their attention to specific offers and promotions. In addition, guests can be offered a unique customer experience through precise, helpful additional information before, during or after their stay. Personalized content, such as special offers for regular guests or news about the accommodation, can build a close relationship with customers. For you as the operator of a hotel or vacation accommodation, there are further advantages in addition to increased customer satisfaction and long-term customer loyalty: you can directly increase your turnover through upselling and cross-selling measures. Find out more in the following application examples. The use of WhatsApp newsletters is therefore a worthwhile investment for hospitality businesses. There are many possible applications, as you can see from the following examples. You should always offer your customers added value so that the messages are not perceived as "spam".
Application examplesof WhatsApp newsletters
Guest information service: Hotels can use WhatsApp to provide guests with information about the hotel's surroundings or special events. For example, hotels can inform guests about attractions, restaurants or hiking routes nearby.
Customer loyalty: WhatsApp can also be used to retain guests and build long-term relationships. For example, birthday greetings or vouchers can be sent via WhatsApp to surprise guests and build long-term loyalty. Of course, classic marketing newsletters to your existing customers are also possible.
Upselling and cross-selling: Clever marketing measures in terms of upselling and cross-selling can directly increase sales. As a hotel operator, for example, advertise your in-house restaurant, your sauna area or an extra night.
Feedback and reviews: In the hospitality industry, WhatsApp can be used to get feedback from guests and collect reviews. This helps to improve your services and keep guests happy.
Overall, the use of WhatsApp and WhatsApp newsletters offers numerous benefits for hotels, vacation rentals and other businesses in the hospitality industry. It improves customer communication, reduces working hours, increases sales and leads to higher customer satisfaction and loyalty. By using a professional messaging tool such as Mateo, companies can formulate WhatsApp messages both automatically and manually, conduct WhatsApp newsletter marketing and optimize internal communication.
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