Paramount Hospitality to use text messaging to drive customer engagement

The Point Resort Orlando

Paramount Hospitality Management’s mobile messaging strategy will allow its hotels to send highly personalized messages to their guests to drive engagement and incremental revenue.
 
Working with Maestro to enhance current technological capabilities, PHM is set to begin rolling out personalized short message service or SMS marketing campaigns targeting guests with personalized offers while they are on property. 
 
“Companies like Marriott and Starwood Hotels have been testing SMS platforms for some time allowing customers to confirm room and dining reservations, resolving problems with their booking and contacting staff for assistance,” said Marco Manzie, PHM President. “Our focus will be on engaging the customer with personalized promotions, informing them of on property activities, driving awareness of services and increasing incremental revenue for the properties.”
 
The PHM properties were previously using SMS only to communicate with internal departments and to inform guests of room readiness, but with the latest advancements they will now be able to engage the guest in a highly personalized manner and to communicate with many guests at once.
  
"The customer’s use of mobile and messaging has risen dramatically, and the impact on travel – from the shop, to the book experience, and social sharing will only grow," Manzie said.  “We need to prepare for the future now.”

Suggested Articles

The optimized distribution model will eliminate the complexity and inefficiency of today’s wholesale redistribution model, according to the hotel company.

The artificial-intelligence-powered Go Moment smart concierge streamlines operations for seven properties.

The luxury Beverly Hills, Calif., boutique hotel now offers in-room wine technology in 226 suites, exclusively featuring J. Lohr wines.