Mews launches messaging and automation tools for hotels

Mews, an operating system provider for the hospitality industry, has launched two new features, Guest Messaging and Automations, designed to address inefficiencies in hotel operations. These tools aim to reduce the burden of repetitive tasks on hotel staff, allowing them more time to focus on guest interactions and personalized service.

The Guest Messaging feature consolidates all guest communications from various channels into a single thread linked to the guest's profile and reservation. The system's AI can instantly answer up to 80% of routine inquiries, utilizing the hotel's own data. This frees up staff to handle more complex requests and provide a higher level of personal service. Matt Marrs from Llano Real Estate Group described guest messaging as a "game changer" that facilitates rapid communication to guests during check-in and check-out processes.

Mews Automations focuses on creating loyalty-building moments automatically. Instead of solely focusing on upsells, Mews enables the automation of tasks such as birthday acknowledgments or upgrades based on guest loyalty tiers. At Strawberry Hotels, up to 60% of room upgrades for Gold and Platinum members were automated. Maurits Bots, Hotel ICT Specialist at WestCord, noted that they were able to build a fully automated room inspection workflow without requiring engineering time.

Joel Ndreu, VP Product & Engineering at Mews, emphasized that these new features are designed to give front desk teams more time to focus on the core aspects of hospitality. Both Guest Messaging and Automations aim to improve staff workflows and enhance the guest experience by ensuring that significant moments are not overlooked.

Guest Messaging initially supports SMS, WhatsApp, Booking.com, Expedia, and the Mews Guest Portal. During the beta phase, 47,000 automations were already processed within Mews, indicating a rapid adoption and effectiveness of these new features within the hotel sector.