USEFUL
WHATSAPP
GUIDE FOR HOTELS
ON CUSTOMER SERVICE AND ROOM SERVICE
WHY INTRODUCE IT?
REAL-TIME
SOLUTIONS
AN EFFORTLESS
Every month the
number of
frequent users
increases by 100
million. In 2015,
more than 900
million people
used it.
WAY FOR CUSTOMERS
TO GET TO
KNOW YOU
POSITIVE
EMOTIONAL
CONNOTATIONS
HELPS TO
FREE
UP
OTHER AREAS
FIRST STEPS
1. You can manage groups and chats from
your computer. It’s quicker, more convenient and more professional.
2. Log on to www.whatsapp.com.
3. Keep your phone active and connected
to the Wi-Fi network.
4. Scan the QR that appears on the screen
with the mobile of your WhatsApp
number.
4
3
5
5. Configure the settings depending on
the device on which you have the account.
ORDER CUSTOMERS BY ROOMS
ROOM 300
670 XXX 907
1. Identify
the customer
number with
the room
number at
check-in.
2. Cancel it
following
check-out.
INSTANT RESPONSE GUARANTEED!
Hello. I can’t find the Wi-Fi code.
Can you send it please?
15:31
Of course, Ms Méndez.
Select Hotel Vapor and then
enter the following password in your browser: XV98IOL0.
Feel free to contact Customer Services
again if you have any queries.
15:32
TIPS AND ADVICE
Put the WhatsApp logo on your website and blog along with your
phone number to announce this service.
Use emoticons to make your message less corporate or formal.
Offer an approachable yet polite and courteous service. Draw up a
style guide, if necessary, to unify your language and tone.
Give an initial welcoming message. Evoke a general feeling
of security by offering a 24-hour service in the event of any emergency or special need.
Do not provide private information about guests on the system
such as email addresses, network accounts or telephone numbers
in group chats.
Do not deal with the payment part of the booking process on
this system to ensure credit card numbers do not appear in any
messages.
Tune the logo of the WhatsApp number of Customer Service with
charitable causes (AIDS, cancer,
the fight against violence, children,
World Water Day, etc.) to promote your
Corporate Social Responsibility (CSR).
Humanize each group profile with photos of people. Images with
faces generate more emotions and empathy.
Do not use images of children.
Take advantage of the option to send photos, videos, collages,
audios, etc. that the application offers. Carefully adapt each format
to each group.
Do not saturate your customers with messages. After check-out,
send a farewell message to remind them of the privileges
of booking on your direct channel and invite them to leave their
opinion on a portal.
Close the WhatsApp web session every day. Make back-up copies
of conversations (using Google Drive or in your mobile’s Settings).
Train your staff and make them aware of the power of this tool.
HOW TO INCLUDE IT IN ROOM SERVICE
1. Prepare a menu with just a few choices and no more than three emoticons to make the
process simple.
2. Use names that ‘hook’ the customers and make them smile.
Can’t get up this morning
Just a snack
Toast, coffee, fruit,
Snacks, Coca-Cola,
water and candies.
eggs and bakery items.
A fine romance
It’s a working lunch for me
Toiletries
Be quiet!
Bottle of cava, two
glasses and chocolates.
Towels
Slippers
Personal amenities
Sandwich, salad, ice-cream,
crisps and mineral water.
Noise to the side.
Noise above.
THE LEGAL ASPECT
Article 21.1 LSSI*
The sending of advertising or promotional communications by electronic
mail or other means of electronic communication that have not been previously requested or expressly authorized by the recipients of the same is prohibited.
Article 21.1 LSSI* paragraph 2
The provisions of the preceding paragraph shall not apply where there is a
prior contractual relationship, provided that the supplier had lawfully obtained the recipient’s contact data and uses them for sending commercial
communications relating to the products and services of their own company
which are similar to those that were initially contracted with the customer.
(*) Information Society Services Act (LSSI).
Source: Whatsapp, Statista, Alfot Hotels, Ministry of Industry and Tourism.
La hotelista.net