Reduces Front Desk Traffic
At the front desk, it may be hard to catch a break sometimes. Between the phone ringing off the hook and the line of guests getting longer, things can get hectic. By limiting the number of phone calls and transferring simple guest requests to text, your team will have less front desk traffic while meeting guest requests. Instead of having ten people lined up in front of you, you will have most of the requests and inquiries in text form instead. With this reduction of in-person traffic, the front desk has more time to complete other tasks and to respond to and aid guests with their requests.
Allows for More Time to Respond to Guests
While you are limiting the phone calls and walk-up traffic, you are still receiving text messages. However, the difference between a text message and phone call is that you have more time to respond to guests. Generally speaking, guests consider a response within 3 to 5 minutes of sending their text as quick service. However, the 3 to 5 minutes seems longer if they are on the phone and put on hold, and honestly, you can’t just look at someone in line for that length of time without answering their question or it will get awkward. Phone calls require more immediate response time and face-to-face interactions typically require a 3-second response time compared to an average 3-minute response time with text. With this additional time, you can conduct any necessary research for guests’ requests and provide thorough and thoughtful responses. Digital messaging is the easiest way to give yourself some wiggle room with response time while still upholding a high standard of customer service.
Ability to Prioritize Guests’ Requests
More Casual Channel for Interaction
These are four of the biggest ways that digital messaging will enhance your job on a daily basis. Being able to text with your guests will ensure you have less traffic at the front desk and more time for responses. These two aspects alone will empower your role, making it more efficient and fun. The additional time will allow for more personalized responses to guests and will ensure urgent matters are addressed quickly! Overall, having digital messaging on your side will not be something you regret.