Since Sunday, September 8th, Hotel Acapulco Lloret has implemented WhatsApp as a communication tool within the reception department. This integration has not only facilitated daily management but also optimized interaction with guests and collaborators.
At Hotel Acapulco Lloret, we are fully aware that WhatsApp has been present in the hotel industry for some time and that its adoption is not, in itself, a disruptive innovation. However, our decision to wait before integrating it was justified by the need to ensure a solid and secure step forward. The implementation was based on meeting several essential requirements, the most important being full integration with our PMS Ubikos, which allows us to offer a seamless and efficient experience for our guests.
Below, we detail the progress and benefits observed in the first few days of using the application.
Installation and Configuration of WhatsApp in Key Departments
The first step in the implementation was installing the Windows version of WhatsApp on four strategically placed computers: two in the front office and two in the back-office departments, marketing and reservations. This deployment allows all the hotel’s key teams to maintain smooth communication, both internally and externally, through a unified platform.
It is important to note that the WhatsApp number used is independent of the main reception phone and corresponds to a duplicate of the mobile SIM already used for outgoing hotel calls. This ensures that the flow of messages and calls remains uninterrupted and that each area has quick and efficient access to the system without interfering with the main line.
Instant and Efficient Internal Communication
One of the most noticeable improvements has been the unification of internal communications. Now, any notification or important information that needs to be relayed to the reception team is done through WhatsApp. This change has been particularly beneficial as it ensures messages are read instantly.
The platform's immediacy allows for greater coordination between the various hotel departments, reducing response times and avoiding misunderstandings that may arise with more traditional communication methods, such as email or phone calls.
Coordination with Collaborators and External Services
In addition to improving internal communication, WhatsApp has become a crucial tool for managing communication with collaborators and external services. The hotel’s massage therapist, transfer provider, and other external collaborators now receive notifications directly through this channel, facilitating the scheduling of services and the swift resolution of any issues. This centralization of communication contributes to operational efficiency and helps establish stronger relationships with external partners.
Improved Communication with Clients: Automation and Personalization
The greatest advance in implementing WhatsApp has been in client communication. Thanks to the integration of WhatsApp with UbiKOS, the PMS used in our hotel, we have automated and personalized interactions with guests. Through a "token" system configured in the PMS, we can now send personalized booking confirmations with details such as the guest's name, room type, stay dates, and much more. We also provide payment links through the PayComet gateway, allowing guests to confirm their reservations quickly and securely.
Another key aspect of this integration is the ability to send guests a link to complete online check-in, reducing wait times upon arrival at the hotel and improving their overall experience. This entire process is fully automated and adapted to multiple languages, ensuring that our guests receive clear and accurate information regardless of their origin.
Conclusion: Towards More Efficient and Satisfactory Communication
In just a few days of implementation, the integration of WhatsApp at Hotel Acapulco has proven to be an effective tool that improves both internal and external communication. The ease of interacting with clients and collaborators in real time, along with the automation of key processes such as check-in and booking confirmation, has enabled the hotel to offer a more agile and personalized service.
With this technology, Hotel Acapulco continues to advance towards operational excellence, ensuring greater satisfaction for both the internal team and guests. We will continue to monitor the results and make adjustments to maximize the potential of this new tool, always ensuring the best experience for everyone.