Mews, a leading hospitality operating system, has launched two innovative features—Guest Messaging and Automations—designed to reduce repetitive tasks and improve guest interactions. These tools aim to address the issue of hotel staff spending excessive time on routine tasks, thereby freeing them to focus on guest engagement.
Guest Messaging consolidates all communication channels into a single AI-powered inbox, allowing hotel staff to manage guest interactions more efficiently. This system ensures that one in three guest messages, which typically go unanswered, are addressed promptly. The AI, trained on the hotel's data, can instantly respond to 80% of routine enquiries, such as pool hours and late checkouts, enabling staff to dedicate more time to complex guest needs.
Matt Marrs from Llano Real Estate Group highlighted the impact, stating, "Guest messaging has been a game changer for us. We can broadcast messages to all guests simultaneously, saving time and ensuring consistent communication."
Automations, on the other hand, enable hotels to create personalised experiences without relying on specific staff availability. By setting rules in a no-code workflow engine, hotels can automate tasks like sending welcome messages or managing loyalty upgrades. This feature has already automated 60% of upgrades for Gold and Platinum guests at selected properties.
Joel Ndreu, VP of Product and Engineering at Mews, emphasised the benefits: "Guest Messaging is about giving staff time back, and Automations ensure memorable guest experiences happen automatically."
Mews continues to expand its automation capabilities, allowing hotels to tailor operational workflows to their specific needs. With support for platforms like SMS, WhatsApp, and Booking.com, these features are set to transform hospitality operations, enhancing both efficiency and guest satisfaction
This story was selected and published by a human editor, with content adapted from original press material using AI tools and checked by the editor before publication. Spot an error? Report it here.
