Outrigger Hospitality Group has selected Medalia Zingle as its intelligent messaging platform for its resort destinations in Hawaii.
“Outrigger is interested in a seamless, friendly way to share updated protocols and engage directly with our guests,” said added Mike Shaff, VP of operations, Hawaii. “Today’s traveler expects immediate information and is comfortable sending and receiving text messages using their own smartphone. If our guests need to make changes to an itinerary or check the status of a reservation, Zingle puts that information at their fingertips. We’ve moved beyond happy-hour flyers to sending relevant property messages and being able to receive questions or requests for anything from fresh towels to late check-out times.”
Using the new platform, Outrigger team members will be able to communicate with guests in the moment. Hosts in the front office, back office, concierge and other key associates will leverage technology from Zingle to:
- Engage with guests in their preferred method: SMS text, web chat or popular social messaging apps like WhatsApp – improving speed of service.
- Engage with guests in their own language via language translation, making it easy to communicate with world travelers.
- Gain insights from patterns in guest request data (like more towels, late check-outs) and anticipating guest needs ahead of time.
- Keep guests informed with real-time updates like mask protocols, inclement weather warnings and changes to amenity hours. Updates have been especially important during the COVID-19 pandemic and beyond as travelers return.