Virtual 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.
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.
Virtual Concierge for Hotels: FAQs
What is a Virtual Concierge?
A virtual concierge, also commonly referred to as a digital concierge, is a guest-facing technology that, powered by AI, provides assistance to hotel guests.
In addition to getting instant answers to any questions that guests may have about facilities offered by a hotel (e.g., breakfast time or how to access the car park), they can also request any type of service provided by the hotel in a simple and fully contactless way: from making a restaurant reservation to booking Spa treatments.
On the other hand, in addition to Room Service, the hotel virtual concierge can also automate other types of requests related to cleaning and/or maintenance, whether it is a request to clean the room, additional towels, or repair a broken TV.
Is HiJiffy’s Virtual Concierge present across all the steps of the guest journey?
Yes, HiJiffy’s Virtual Concierge is available 24/7 from the pre-stay stage until the guests’ departure. Hoteliers can engage with their upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise the guests’ trip.
Here are examples of how you can use Virtual Concierge at different stages of the hotel guest journey:
Pre-stay
- Welcome message: Automates messages that are triggered before, during or after the check-in stage to enhance the guest experience.
- Answering FAQs: AI concierge specialised in hospitality provides the information requested by prospective guests.
- Digital check-in: Integrates your PMS to offer pre-check-in forms to your upcoming guests and minimise time spent at the reception.
- In-house requests: Automatically processes guests’ in-stay requests and communicates them to the right team.
- Upsell and cross-sell campaigns: Sends automated messages to suggest personalised upselling and cross-selling campaigns.
- Satisfaction surveys: Sends guest surveys to measure satisfaction during the stay.
- Check-out campaigns: Sends automated messages to facilitate the check-out process.
- Guest reviews campaigns: Sends automated messages to obtain reviews for internal evaluation or external platforms like TripAdvisor or Google.
Is the Virtual Concierge integrated with the hotels' systems?
Yes, HiJiffy’s Virtual Concierge integrates seamlessly hotel PMS, maintanance, and other management systems, making it possible to automatically assign guest requests to the right department. Browse all available integrations here.
The automation reduces response time and significantly improves the guest experience, who can be notified as soon as their request is completed. The entire unit operation flows more efficiently and there are fewer intermediaries involved in the execution of services.
Online conciegre service: what are the key features?
Based on the feedback from hoteliers using the virtual concierge solution, here is a list of the most valuable features:
- AI specialised in hospitality: the virtual concierge is powered by cutting-edge technology developed for and trained in the hospitality industry to provide the most relevant assistance with guests’ requests across all stages of their hotel experience. From sentiment analysis to self-learning capabilities, HiJiffy’s conversational AI is bringing high value to hoteliers and their teams.
- Room upgrade messages: identify and take advantage of the best moments in the pre-arrival phase to communicate attractive offers.
- Automated WhatsApp messages: Trigger and automate messages on your hotel’s WhatsApp channel, including processing voice notes which are increasingly more popular on the platform.
- Digital check-in: Integrate your PMS to offer pre-check-in forms to minimise time spent at the reception.
- Upsell and cross-sell campaigns: Automatically communicate personalised offers through campaigns.
- Guest reviews and satisfaction surveys: Obtain reviews for internal monitoring or external platforms.
- Custom team notifications: Using set rules, make sure the right teams get notifications about specific requests.
- CSAT score metrics: Evaluate the performance of the online concierge service and human agents by collecting guests’ feedback.
Are ready to take advantage of AI concierge?
The industry research shows that over 76% of travellers would be interested in staying in hotels using automated messaging systems to provide customer service (Skift & Oracle Hospitality, 2022).
Following the pandemic, the guests’ preferences have shifted – as many as 65% of respondents in the Oracle study from 2022 stated they prefer staying at hotels using technology to limit necessary interactions with hotel staff.
HiJiffy’s own insights show that clients using virtual assistant concierge services, on average, achieve 80% successful automation levels in resolving guests’ queries. Some of our success stories reveal fantastic client achievements, like reducing incoming calls by 70% while increasing direct room bookings and table reservations.
In other words, guests are ready and keen on using innovative hotel technologies, like AI concierge.
