Concierge Software for Hotels

A concierge is a job that requires an extremely well-educated, well-spoken, and professional individual. The job will deservingly demand a decent salary and it can hence become quite expensive for a hotel to maintain a concierge. 

A virtual concierge is a cost-effective solution to this problem. A virtual concierge, also commonly referred to as a digital concierge, is a guest-facing technology that is backed by powerful AI that provides assistance to hotel guests.

Also, when online reviews or customer feedback indicate a dip in hotel performance, it may be indicative of the hotel being overburdened by too many guests. This is the right time to consider concierge software solutions as they can help you deliver better, more efficient, and more personalized services to your guests. Redundant and repetitive tasks being automated ensures that hotel staff is able to resolve customer requests as fast as possible. 

• Mobile App Concierge: Often designed and branded by a specific hotel or hospitality chain with menu options, features, and facilities built around their hotel’s services. These concierge apps need to be installed on a guest’s personal device and on the devices of any relevant hotel employee. These concierge mobile applications also may or may not include a virtual concierge chatbot.

• Chatbot Virtual Concierge: These are virtual assistant chatbots powered by AI that are integrated into concierge applications. They provide the same conversational experience and assistance as a real hotel concierge or front-desk employee. They are backed by software that allows them to provide intelligent and effective assistance.
  

1. Provides a singular location for all requests

A record of requests for all reservations, transportation, packages, wake-up calls, lost & found, and any other service are maintained as well as documentation on whether the request was resolved or not.

2. Bridge for communication between different hotel service providers

The hotel concierge system provides services for shared calendars, reminders, and internal notes to ensure that guests’ requests are being relayed to the most relevant service team. For example, if a guest makes a request for more towels, this must be quickly relayed from the front desk to the room service team.

3. Provides valuable insights into guest needs

By maintaining a huge database on the most common issues guests faced and how quickly they were resolved, the software provides valuable information on what services guests are most commonly requesting. The hotel can then arrange for such services to be automatically provided without the need for guest complaints. They can also automate solutions for common tasks to provide quicker service.

4. Increased efficiency

Information, times, dates, and locations for events or activities are all maintained on the platform. This allows the concierge to offer real-time information by phone or in person, just by looking at the information on the software platform, eliminating waiting time for the guest.

5. Physical contact is eliminated

As we navigate through these new COVID restricted times, creating contact-less customer services as far as possible is highly in demand. Concierge software allows customers to book activities and register requests without having to go to the hotel lobby. Guests can view all events organized by your hotel through your website and book services directly through the app or connect with the concierge through the phone.

• Text messaging: Ensure that the app provides an option for direct text messages so guests can communicate with the hotel without downloading an app, which improves engagement.   

• Integration with hotel PMS: PMS refers to Property Management System and is the traditional software used by hotels to manage room booking information, guest check-in/check-out, room assignment, managing room rates, and billing. Concierge software for hotels should smoothly integrate with the hotel’s PMS system.

• Hotel branding: It is important that the application feels like part of the hotel experience and should maintain the theme of the hotel and its branding. Branded itineraries, themes following hotel color schemes, and hotel-branded responses to requests will make the software blend seamlessly with the guest’s hotel experience.

• Personalized policies: Every hotel has different policies, cancellation rates, and billing rates. The software should be able to quickly adapt to your hotel’s business requirements.

• Reporting: Enables management to have transparency into their operations to make decisions based on data instead of human decisions.

• Insightful record keeping: The concierge system software will undoubtedly collect a huge amount of information on the guest's activity. It is important that the software not only maintains this information but also is used to provide insights into how you can better your business and improve the guest experience.
  

HiJiffy provides a hotel virtual concierge that is available to your guests 24/7 from prior to their stay right until departure. Its services allow guests to check-in, checkout, make requests for personalised services, and much more all from their mobile phones. It serves as a platform for you to communicate with your guests and service their needs throughout their stay, making their experience as pleasant and hassle-free as possible.

The AI-backed concierge solution is tailored around connecting with guests at all points during their visit via whatever communication platform is most comfortable for them. Options are arranged for communication via text, call, WhatsApp, or whatever other platforms the customer prefers. Hotels can make the most out of previously recorded guests’ preferences and requests and automatically offer exclusive and personalised services. Integration with the traditional hotel PMS system allows all data to be directly recorded in their PMS to improve customer experience and make employee tasks easier.

• Front-office AI agent: An artificially intelligent virtual assistant that converses with users and provides them with timely answers and solutions
• Digital check-in: Offers pre-check-in and online checkout forms to your guests hence minimising the time required at the reception.
• Room upgrades campaigns: Communicates room upgrade opportunities during the pre-arrival phase.
• Upselling campaigns: Provides services to send automated messages communicating personalised upselling campaigns.
• Automated workflows: Automated workflows are designed and triggered throughout the guests’ stay.
• Custom routing and escalations: Requests are escalated or redirected to relevant departments or on customer demand
• Pre-programmed guest notifications: Automatic notifications are deployed, and repetitive administrative tasks are automated.
• Guest satisfaction surveys: Customer feedback surveys are directly sent to your guest’s phone, which in turn increases the participation rate to understand your customer better.
• Guest reviews campaigns: Triggers recommendation campaigns to urge guests to write online reviews, improving your brand reputation on platforms like TripAdvisor or Google.
• Retention campaigns: Create specific loyalty campaigns for recurring guests, offering them special deals