If you have stayed in a large chain hotel lately, you may well have received friendly WhatsApp or SMS messages from hotel staff. It’s always nice to get recommendations for things to do in the area from people familiar with it.
Some hospitality groups have been experimenting with using chatbots to check in with their guests, but also to handle account management. Does your firm need to contact customers at a particular juncture? Here’s some inspiration from the best chatbots in hospitality.
7 best chatbots in the hospitality industry
The hospitality industry is one of the most customer-centric industries in the world. And with the advent of chatbots, it has become even more customer-focused. Here are seven of the best chatbots in the hospitality industry:
- The Guestbook Chatbot from The Grand Budapest Hotel
An excellent example of how chatbots can provide guests with information. The chatbot provides guests with information about the hotel and its amenities and directions to nearby attractions.
- The Tock Chatbot from Aloft Hotels
Another fantastic example is a chatbot that can improve customer service. This chatbot allows guests to make restaurant reservations, view menus, and even order food directly from their rooms.
- The Hilton Honors Chatbot
Provides Hilton Honors members an easy way to access their accounts and book hotel rooms. The chatbot also allows members to check their points balance and redeem points for rewards.
- The Marriott Bonvoy Chatbot
A convenient way to book hotel rooms and access their accounts. The chatbot also offers members the ability to view special offers and deals, as well as earn points towards free night stays.
- The IHG Rewards Club Chatbot
Allows members to access their accounts and book hotel rooms easily. The chatbot lets members view their points balance and redeem points for rewards.
- The World of Hyatt Chatbot from Hyatt Hotels
Allows members to check their point balance and exchange points for bonuses.
- The SPG Keyless Chatbot from Starwood Hotels
It lets members quickly access their accounts and book hotel rooms without using a key card. They can also view special offers and earn Starpoints towards free night stays at Starwood hotels worldwide.
Benefits of having chatbots in your hospitality business
Today, chatbots are used to automate customer interactions and improve efficiency. Hospitality businesses can benefit from chatbots in several ways:
- Manage customer expectations by providing timely and accurate information about wait times, reservations and special offers.
- Reduce the need for human interaction by automating simple tasks such as making reservations and providing directions. This can free up employees to provide better customer service in other areas.
- Help to generate repeat business by storing customer preferences and providing personalised recommendations.
For customers, chatbots can provide a convenient way to get answers to simple questions without the need to speak to a human agent. This can save customers time and frustration, especially during busy periods. Overall, chatbots can provide a valuable service for both businesses and customers alike.