Automated, contactless and personalised
HiJiffy’s Hotel Virtual Concierge is available 24/7 from the pre-stay stage until the guests’ departure. Engage with your upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise your guests’ trip.
The power of a Digital Concierge
Connect with guest anytime, anywhere
The AI-powered solution is designed to connect with guests at all points during their visit. Contact them via WhatsApp, SMS or email to make sure you are ahead of their needs.
Maximise your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guests’ preferences to offer exclusive and personalised services.
Automate your check-in and check-out just at your guest’s fingertips
Customers are one click away from personalising their stay even before their arrival. At the same time, hotels can retrieve all this data directly in their PMS to improve customer experience.
How would it look like for you?
Let us show you.
Digital Concierge Features
AI-powered concierge agent
An artificially intelligent virtual concierge assists guests with pre-stay, in-stay and post-stay requests.
Room upgrade messages
Suggest personalised room upgrade opportunities during the pre-arrival stage.
Integrate your PMS to offer pre-check-in forms to your upcoming guests and minimise time spent at the reception.
Upsell and cross-sell campaigns
Send automated messages to communicate personalised upselling and cross-selling campaigns.
AI specialised in hospitality FAQs
Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs.
Automated WhatsApp messages
Automate and trigger messages on your hotel’s WhatsApp channel throughout your guests’ journey, such as check-in/check-out campaigns, feedback campaigns, and more.
Custom team notifications
Set rules for notifying the right teams for specific requests.
Guest reviews and satisfaction surveys
Send guest satisfaction surveys during and at the end of the stay and obtain reviews for internal monitoring or external platforms like TripAdvisor or Google.
Customised campaigns for a target audience
Trigger campaigns for guests matching specific rate plans or profile (e.g. families, couples), subject to availability.
CSAT score metrics
Collect and access guests’ feedback to evaluate the performance of the chatbot and individual human agents.
Digital Concierge: FAQs
What is a digital concierge?
Also known as a virtual concierge, a digital concierge system is an Artificial Intelligence system that assists hotel guests with their resolving their queries and notifying relevant hotel teams if they need to take action.
Digital concierge provides limitless services if compared to any traditional method. Hotel owners can create their own personalised digital concierge app, available through a live chat website widget, or across the hotel’s social media.
How does a digital concierge work?
As an example, HiJiffy is an AI-powered guest communications solution designed to be available 24/7 and engage with visitors at every stage of the guest journey, from the booking, through pre-arrival, online check-in, room upgrade services, and restaurant bookings to check-out at departure.
HiJiffy introduces new approaches to ease the planning process for the guests. Some of the features include automated workflows, custom team notifications, guest review campaigns, guest satisfaction surveys, and more. Hotels using this system have appreciated reduced turnover and increased customer loyalty.
It is important to mention the technology behind this digital concierge app is not meant to replace your hotel staff but to support them through the automation of repetitive tasks and, as a result, reduce their workload and improve job satisfaction.
What are the benefits of digital concierge?
A digital concierge system goes beyond traditional methods to improve the guest experience.
Let’s take a look at how digital concierge software can benefit the hospitality industry in various ways:
- Increased customer satisfaction
The first and foremost reason why a digital concierge is needed in the industry is to improve customer satisfaction. When guests’ queries are resolved not only instantly but also on guests’ favourite social media and instant messaging channels, and in their preferred language, it has a direct impact on guest satisfaction.
Easy check-in or check-out options, convenient booking of restaurants or spa facilities, or requesting a wake-up call – all this and more can be done by guests through a digital concierge.
- Supporting your front-of-house and reservation teams
As the hospitality industry is experiencing labour shortages, ensuring staff retention is of key importance. Hotels can use digital concierge software to successfully automate a significant part of guest queries (hotels using HiJiffy’s solution successfully automate over 80% of incoming queries on average) and therefore reducing repetitive everyday workload for your teams. If hotel staff is not overwhelmed with work and has the capacity to focus on more diverse, it has a positive impact on job satisfaction and, likely, retention.
- Promotion of services
Digital concierge software not only resolves customer queries but also seamlessly promotes your brand and services. Thanks to personalisation based on data segmentation, digital concierge is able to communicate the right deal, to the right customers, at the right time – and the right channel. Best hospitality concierge software integrates with other hotel management systems, making upselling and cross-selling at your hotel even more robust and effective.
What are the do’s and don'ts of digital concierge service?
Before implementing a digital concierge service, you should consider examples of best usage practices, as well as watch out for common mistakes.
- Quick replies
When guests have doubts, they expect instant clarification. A delay in response may leave them dissatisfied with the service. Most advance conversational AI specialised in hospitality should be able to communicate with your guests in a timely manner and present the highest levels of customer service matching those of your hotel staff.
- Keep your answers ready
Ensure you have the answers to the most frequently asked questions (FAQs), such as restaurant opening times, check-out times, or parking availability. Robust and specialised solutions, like HiJiffy’s Guest Communications Hub, have a database of hospitality FAQs that you can answer and provide conversational AI with the knowledge to successfully resolve most of the guest queries.
- Decide the tone
Whether your brand’s tone of voice is formal or casual, you can decide the tone of communication your guests will be receiving. Consistency in interactions with your brand will have a positive impact on overall guest satisfaction and loyalty.
- Irrelevant and too frequent messaging
There is a fine line between proactive communication with guests that foresees their needs and interests and a constant stream of promotional campaigns. The right digital concierge solution should help you manage your campaigns, provide actionable insights, and be seamlessly integrated with the most popular instant messaging apps and social media, to match those that your guests prefer.
- Skipping the training
Train your staff with the messaging etiquette and automation capacity (and limits) of the tool. Choose a provider of digital concierge software that can advise you on onboarding and training your teams. Another important feature to look out for is CSAT scoring, to monitor the performance of both the digital concierge app and human agents.
- Delaying communications until guests’ arrival
The pre-arrival stage of the hotel guest journey is a great opportunity to send valuable information to your upcoming guests and learn more about them to better prepare for their arrival through relevant service upgrades. What is more, making your guests used to your availability will make them keener to use digital concierge service to resolve their queries during the stay.
What to consider when looking for digital concierge software?
Consider these factors when you look for a digital concierge app/software.
- The pricing model
Look for a clear pricing model that does not try to hide any costs in small prints. Will you have to pay for customising the solution to match your brand? Is customer service included? Are integrations with other hotel management systems free? Make sure to discuss those aspects during a demo with the digital concierge provider.
A reliable digital concierge provider should have a dedicated Customer Success team available to onboard your team to make sure you get the most out of the solution from the start. The support should continue throughout the subscription.
- Security and reporting
Ensure that the service provider complies with the industry’s best practices in terms of cybersecurity and data protection.
How can HiJiffy’s virtual concierge help your business?
Let’s explore specific examples of how the digital concierge from HiJiffy can help your hotel:
- AI-powered digital concierge agent trained in the hospitality industry for 6+ years.
- Room upgrade messages during the pre-arrival stage.
- Automated messages on your hotel’s WhatsApp channel throughout your guests’ journey, such as check-in/check-out campaigns, feedback campaigns, and more.
- Digital check-in by integrating your PMS to offer pre-check-in forms to your upcoming guests.
- Upsell and cross-sell campaigns.
- Guest reviews and satisfaction surveys.
- Custom team notifications.
- Customised campaigns for the target audience.
- CSAT score metrics.