Guest Messaging Hub for
Hotels Resorts Hostels
Enable guests to book wherever they are. HiJiffy’s conversational booking assistant is available 24/7 across your communication channels to provide lightning-fast answers to guests’ queries.
- Increase direct bookings and upselling
- Boost online check-ins and reviews
- Reduce repetitive tasks with AI automation
Join over 2,100 hotels worldwide using HiJiffy’s AI-powered solutions.
Digitalise your guest messaging with AI
Effortless and personalized communications from booking to departure.
Answering FAQs
Chat-based booking
Welcome message
Digital check-in
In-house requests
Upsell and cross-sell campaigns
Satisfaction surveys
Check-out campaigns
Guest reviews campaigns
92%
Customer satisfaction score
60%
Online check-in completion
5%
Direct Booking conversion with the chatbot
70%
Reduction of incoming calls
REAL METRICS FROM OUR CLIENTS
Read what clients say about the impact of HiJiffy
Discover why 2,100+ hotels, resorts and hostels of all sizes trust us to improve their operations, boost revenue and reduce workload with AI automation.
One inbox
to manage all your channels
Centralise, automate and measure your customer care and communications in our powerful Console
Quick setup, simple to use
We take care of your setup and deliver a ready-to-use solution from day one. Moreover, our user-friendly back office is designed for you to navigate easily through your communication with your guest in your most preferred language.
Customisable interface, adaptable flows
Make it yours. Personalise the image and tone of voice to fit your guidelines and provide a seamless brand experience. On top, HiJiffy’s solution also can be adapted to your sales flow.
Learn more
about our AI
Read about its key features powered by cutting-edge technology optimised for hospitality.
Guest Communication: FAQs
What is guest messaging?
Guest messaging refers to sending administrative and commercial communications to guests using professional software that enables automation and scalability.
By allowing hotels to send scripted notes to their visitors based on specific triggers and/or steps of the customer journey, guest communication tools – that may be integrated with third-party channels, such as Facebook Messenger, WhatsApp, or Instagram Direct Messages – play a significant role on the overall customer experience.
How important is it to have a guest communication strategy?
Satisfying all the guests’ requests is a challenging task. Thus, to improve the overall customer experience, hoteliers must pay special attention to guest messaging by implementing the best practices.
Hoteliers mustn’t rush to implement all the features available in the guest messaging software at once. Taking one step at a time and implementing one strategy is crucial to maintaining service quality and satisfying the customers.
Once a specific hotel guest messaging channel is proven to be correctly working, hoteliers can then encourage staff to adopt additional channels.
To make the most out of guest messaging software, hoteliers must follow some simple steps:
- Be proactive yet timely;
- Focus on quality and user experience;
- Pay special attention to feedback and reviews;
- Keep transparent and two-way communications;
- Track performance and implement A/B testing.
Besides external communication, hoteliers must also consider implementing proper internal communication practices, assuring that everyone on the staff is aligned with the strategy and aware of the different guest messaging procedures.
What are the key benefits of automating guest messaging through a specialised solution?
Hotel messaging platforms can enhance the service and improve ratings/customer reviews when correctly implemented. In this sense, the key benefits of automating guest messaging through a specialised solution are increased productivity and reduced operational costs.
- Increased productivity
A guest messaging app saves time and prevents the staff from responding to every request manually. The software features pre-programmed or scripted messages for different situations and demands from guests. This automation will free up your staff to work on more complex tasks where they bring the most value. In other words, letting conversational AI guest messaging solution automate answering repetitive queries is boosting productivity but also increasing job satisfaction of your staff.
- Addressing staff shortages
Having a hotel guest communication platform powered by advanced technology, allows you automate processing repetitive guest queries 24/7 and in multiple languages. Your staff can focus on other tasks they find more interesting and contribute to enhancing your guests’ experience. Reducing heavy workload of your staff can also have a positive impact on staff retention.
How to provide a personalised experience while automating guest communication?
Front office communication with guests can break or make the hotel’s reputation. That is why establishing effective communication with clients must be at the top of the agenda of all decision-makers in the hospitality industry.
Since nowadays, hoteliers can adopt guest messaging software for a very competitive price, there is no excuse for accommodation providers not to adopt the right tools to enhance the guest experience, assuring that the hotel keeps up with the most advanced technology, as well as guests’ expectations.
In this sense, it is essential to note that mobile users have increased significantly. People have started to adopt new and modified technologies for convenience, meaning that guests are now used to having easy and user-friendly features to serve their needs better.
This new reality also means that hoteliers cannot rely on old paradigms and must seek to adopt new and modified channels to satisfy customers and improve the communication between the staff and guests, always remembering their target audience: the chosen communication channels and strategies need to keep in mind the requirements of the clientele.
So, when adopting a hotel messenger software to send prompt messages and replies, hoteliers must ensure that, apart from reducing workload, the solution enables segmentation and personalisation.
From the tone of voice customisation to the creation of a custom flow based on guest interactions, personalisation is key to elevating the guest experience.
Are guests ready for hotel guest messaging automation?
Many guests already use some sort of AI in everyday life, from smart home devices to mobile apps. What is more, most guests use social networks and messaging apps on a daily basis, making them more likely to use those channels to communicate with the hotel before and during their stay if such an option is available.
For example, compared to calling the reception, guests may find it more effortless to use automated hotel communication software such as Virtual Concierge to book services during their stay, report issues and maintenance requests, or respond to feedback prompts. If such a guest messaging solution is integrated with popular social media platforms and instant messaging apps, like Facebook Messenger, Instagram, or WhatsApp, communication is even more convenient for guests.
What should a complete guest communication platform include?
The best guest communication solution should cover the entire guest journey: from the pre-stay considerations to the stay at the hotel, and beyond.
Let’s take a closer look at the examples of how automated guest messaging can help at each stage of the guest journey:
- Pre-stay: Answering FAQs, assisting with bookings, running room upgrades and upsell campaigns, and sending a welcome message.
- In-stay: Facilitating digital check-ins, check-outs, and in-house requests; running upsell campaigns and satisfaction surveys.
- Post-stay: Sending personalised thank you messages prompting guest reviews and feedback collection.
HiJiffy’s AI-powered guest messaging app centralises communication across different platforms, such as the app widget on the hotel’s website, Facebook Messenger, WhatsApp, Instagram, WeChat, Line, Telegram, email, and more. Booking Assistant and Virtual Concierge, our guest messaging software, use conversational AI to provide the best customer service experience to hotel guests at every point of contact with the hotel. Our technology also enables hoteliers to manage conversations most streamlined and efficiently in a powerful one-stop guest communication hub.
