While texting is hardly new, businesses may be reluctant to jump on board for fear that they will alienate their customers. But by all indications, when it comes to texting in the hospitality sector, guests welcome the convenience of texting – provided that they have opted in to receive messages from you and you make it easy to opt back out.

For most people on the go, it’s much quicker to read a quick text than it is to open an email on their phone. According to recent studies, 97 percent of all text marketing messages are opened and read, 90 percent of them within three minutes of receipt. How can you make the most of this technology?

Keep it brief

Think twitter length or shorter (140 characters or less). No one wants to read a novel on a four-inch screen. Draft your message, then edit to communicate clearly in the fewest possible words.

Don’t overdo it

Stick to just a couple of marketing messages a month, unless you are communicating with a current guest. That will open up additional avenues.

Be friendly

Send a message when guests arrive, welcoming them and letting them know where they can ask questions or get additional information. Upon departure, send them a thank-you message and ask them to rate your service or review your hotel online.

Make it useful

Text booking confirmations, not just for the room, but also for any reservations they may have made for dinner or spa treatments. Send them subsequent reminders for their convenience and to prevent last-minute cancellations.

Offer value

Marketing messages can also be sent while the guest is staying with you. Send coupon codes for local restaurants or other attractions. Allow guests to make reservations or order room service via text. Messages that focus on identifying and fulfilling guest needs are more likely to be welcomed.

Provide information

Know about an event coming up? Traffic or travel delays? Weather alerts? Relay them to your guests for their convenience. They will appreciate you acting as their eyes and ears. Let guests know about any upgrades or renovations that are planned. Everyone loves being an insider.

For more tips on marketing your hotel, resort or restaurant or help acquiring outstanding hospitality talent, contact the experts at Horizon Hospitality. We offer industry insights and recruiting expertise. Contact us today to learn more or begin your search.