Overview

HotelCom is a SMS contact system developed and licensed by Channel Mobile specifically for the hospitality industry.

The system automatically imports a file from Micros’ Opera System to allow for the sending of generic or personalised SMS’s, thereby increasing customer contact and service for hotels.

HotelCom will create an open communication channel between the service provider and the guest, providing booking information and also value-add or marketing information to an opt-in list.  It will also allow the guest to easily communicate the pros and cons of their stay.

Replies with guest comments can be followed up on and resolved, creating repeat customers and positive word of mouth.

System Requirements

Hotelcom functions as an automated SMS system via FTP. The only requirement is the Opera Management System from Micros.

There is also a web based front end for hotel employees to create ad hoc SMS Marketing campaigns.

Features

The HotelCom SMS System includes different messaging options, namely:

Automated SMS Messaging: Data is extracted from Opera and FTP’d to our SMS gateway for processing and delivery to handset. Automated messaging includes:

• AM and PM Arrival SMS
• AM and PM Departure SMS
• Reservation Confirmation SMS – Multiple extracts can be accommodated in a single day
• Weather SMS – Sent to all in-house guests with the following days weather forecast

Manual SMS Messaging: An in-house guest list is extracted from Opera and FTP’d to our SMS gateway. We store the mobile numbers on the HotelCom dashboard. This allows an employee to log into the web based system and manually send the SMS’s to the guests. The manual SMS  includes:

• Mid-Morning SMS
• Lunch SMS

The Manual SMS Messages (Mid-Morning and Lunch) provide the Marketing Plan Coordinator or General Manager with an easily accessible in-house guest list. This allows them to send a variety of messages to guests. This could include dinner specials for the hotel restaurant, hotel events, service notifications etc.

• Marketing SMS: HotelCom has a built in Marketing Module which allows Marketing Plan Coordinators or General Managers to either send Ad Hoc or Bulk SMS’s to their guests or marketing databases.

• Ad Hoc SMS: You are able to log into the HotelCom SMS system and seamlessly create an ad hoc SMS which is sent to single or multiple recipients.
• Bulk SMS: Databases can be imported into the system in three different formats .CSV, ,xls, .xlsx. This allows Marketing Plan Coordinators or General Managers to upload databases of guests and send Marketing SMS’s in bulk from a single interface.

HotelCom carries a multitude of further features which are included in the standard product offering:

• Automated Opt Out: Opt Out Keywords can be created against a hotel account on HotelCom. When a guest replies with the configured opt out text the system will automatically unsubscribe them from receiving future SMS’s from the hotel
• Global Opt Out: The automated opt out can be configured from a Head Office level for a group of hotels. Therefore, if a guest opts out of receiving SMS’s from an individual hotel they can be opted out from the entire group.
• Opt Out Text: Specific Opt Out text can be created and automatically appended to all outbound SMS’s from the HotelCom system. This ensures that all message sent from a hotel comply with legislation and communication acts. This can be implemented at a hotel or group level.
• SMS Block Times: Specific block times can be created during weekdays and weekends. This allows HotelCom to block all outbound SMS traffic during the prescribed times, thereby ensuring that guests do not receiving SMS’s after hours. The Block time feature can be configured at a hotel or group level.
• Reporting: Full reporting functionality is included within HotelCom. You are able to generate and export reports across a variety of variables and timeframes.
• Replies: Guest replies are routed to an email address and back into HotelCom’s reporting service. This allows a hotel to specify an individual within their organisation to be responsible for handling guest feedback. All replies on outbound SMS’s are routed to the specific individual. This allows the hotel to rapidly respond to positive or negative feedback and maintain brand loyalty.
• Address Book: The Address Book feature allows hotels to segment their internal departments and guests into specific categories or folders. Staff and Guest data can be imported and stored within the address book. The hotel can then send Ad Hoc and Bulk SMS to specific categories or individuals from within the address book.
• Personalisation of SMS: SMS’s can be merged with the external data from Opera or from imported databases. Data from the external source (First Name, Last Name, Room Number etc) can be included in the SMS body. This allows you to personalise SMS’s with data such as guest names.
• SMS Templates: You are able to create a SMS message as a template from within the system. When creating an Ad Hoc or Bulk SMS campaign the template can be selected. This saves you the time of retyping message bodies on a continued basis.

The web application allows the user to:

• Log in securely
• Manage Manual SMS Campaigns
• Create Ad Hoc or Bulk SMS Campaigns
• Maintain reply path preferences
• Generate and export reports
• Maintain cost center’s
• Maintain users
• Maintain message templates
• Manage the Address Book
• Manage the Opt Out Keywords
• Manage all opted out guests
• Set SMS Block Times for weekdays and weekends
• Manage the Opt Out Text that is appended to all outbound SMS’s

Support

A detailed, step by step user manual is available for download:

HotelCom User Guide

If you are still experiencing problems please feel free to contact our help desk on 0860 104 671 or support@channelmobile.co.za