Text Concierge
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.
How does HiJiffy's Virtual Concierge work?
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.
Virtual 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.
Digital check-in
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.
Text Concierge for Hotels: FAQs
What is a text concierge?
Also known as a digital concierge or virtual concierge, it is an artificially intelligent system assisting hotel guests before, during and after their stay. Hoteliers can customise text concierge apps to reflect the hotel’s brand and offer it through an app or the website.
How does a text concierge work?
This AI-powered solution by HiJiffy covers the entire guest journey by being ready to engage and answer guest questions 24/7 in over 100 languages. From online check-in, through room upgrades and upsells, to check out and optional marketing communications beyond the stay.
Some of the features of this text concierge include are powerful tools in the hotelier’s hands: automated workflows, custom routing and escalations, guest satisfaction surveys, guest review campaigns, and more. Hotels using HiJiffy’s Virtual Concierge have observed better staff retention and increased customer loyalty.
What are the benefits of implementing text concierge at a hotel?
This AI system improves guest experience and staff productivity on many levels:
- Higher customer satisfaction
Reduced response time has a high impact on guest satisfaction as their message will be answered by a text concierge immediately. If needed, the conversation can be seamlessly transferred to a human agent, although hotels using this solution are able to successfully automate over 85% of all guest communications.
- Reduced reliance on staff numbers
As the hospitality industry faces the challenge of staff shortages, this solution is particularly valuable as it significantly reduced the volume of queries that reception staff has to process. Minimising repetitive tasks has a positive impact on job satisfaction and in turn, staff retention.
- Upselling opportunities
A text concierge service at hotels is a great opportunity to deploy upselling campaigns to the guests. Delivering the right message at the right time and at the right channel, AI technology can also personalise the content of the promotional message to increase conversion rate and consequently increase revenue.
What features does a text concierge offer?
The text concierge solution has many features that have a positive impact on guest experience, revenue, and productivity of hotel staff. Below there are a few examples of the most commonly used features.
- Digital check-in and check-out
Offering hotel guests an option to complete their check-in or check-out process on their own increases guest satisfaction, eliminates long waiting time at the front desk and reduces the volume of work for the reception team.
- Marketing campaigns
Thanks to the automation and personalisation of marketing campaigns available to communicate through HiJiffy’s Virtual Concierge, guests are more likely to convert and take advantage of various marketing campaigns: from room upgrades prior to their arrival, to upselling in-stay, as well as special deals following their stay to encourage their return.
- Route and escalate
Create custom escalation routes to pass on specific queries and requests to relevant teams. Take advantage of integrations with the best hotel management systems and automate procedures in payment gateways, maintenance and housekeeping systems, and more. Save time for your hotel staff and boost productivity.
- AI-powered assistance
HiJiffy’s self-learning AI technology is specialised in hospitality with over six years of training. Virtual Concierge is a reliable solution for guest communications that still provides a personalised ‘human touch’ experience to the guests. It removes language barriers by offering bi-directional translation into 100+ languages.
- Guest surveys
Automate asking guests for their feedback to improve their experience at your hotel and run campaigns to encourage guests to leave reviews for your hotel.
