In hospitality, seamless communication is the foundation of a great guest experience. But for our hospitality professionals, juggling multiple tools to track conversations, manage check-ins, and respond to guest requests can be overwhelming. That’s why we’ve upgraded UpMarket’s Communications Hub—bringing everything into one place to make guest interactions more efficient and stress-free.
This update centralizes guest communication, giving our customers real-time access to important details while reducing the need to switch between multiple platforms. Whether you manage vacation rentals, boutique hotels, or short-term stays, the new Communications Hub simplifies messaging, enhances workflow efficiency, and ensures no guest request slips through the cracks.
What’s New in the Communications Hub?
We’ve listened to feedback from our customers and introduced several upgrades designed to save time, enhance efficiency, and improve the overall guest experience. These new features make it easier to manage conversations, track guest activity, and optimize operations.
Key Enhancements at a Glance
Integrated Guest Information Display
Managing guest communication should be effortless. With our new right-hand tab system, our customers can now view key details—like contact info, language preferences, and stay dates—directly within the chat window. No need to navigate between screens; all the information you need is available at a glance.
Why This Matters: This isn’t just about saving time and about delivering a more personalized, proactive guest experience. Having instant access to guest details allows for more relevant responses, faster resolutions, and a smoother overall interaction, helping to build stronger relationships and increase guest satisfaction.
Guest Journey Indicator
One of the most notable additions is the dynamic stay status display. Easily track where each guest is in their journey:
Guests are yet to arrive (with a countdown to arrival)
Guests are currently staying at the property
The stay has been completed
This status display provides a quick snapshot of guest activity, keeping you informed without having to check multiple systems. By aligning with the guest’s journey, you can anticipate their needs and provide timely support or offers that enhance their stay.
Why This Matters: Instead of manually verifying bookings, you can now quickly reference a guest’s status in one place. This not only reduces unnecessary steps but also helps you create a more responsive, guest-centric experience, ensuring better communication and overall satisfaction.
Enhanced Online Check-in Management
The revamped “Online Check-in” tab introduces powerful features previously only available in the Host Management Area. Property managers can now:
- Generate and copy guest online check-in links: Simplify the check-in process by generating unique online check-in links for each guest. With just a few clicks, property managers can create and share these personalized links, allowing guests to complete the check-in process conveniently from their mobile devices or computers. This not only reduces front-desk workload but also enhances the guest experience by offering a seamless, contactless check-in option.
- Enable guests to modify their party size: Give guests the flexibility to update their reservation details by allowing them to modify their party size easily. Whether they’re adding an extra guest or making last-minute changes, this feature ensures that property managers receive accurate information while eliminating unnecessary back-and-forth communication. By keeping guest details up to date, property managers can better allocate resources, adjust amenities accordingly, and provide a smoother overall experience.
- Send check-in reminders: Keep guests informed and prepared for their stay by sending personalized check-in reminders at key moments before their arrival. Property managers can manually send reminders to ensure guests have all the necessary details, such as check-in time, required documents, or special instructions. These reminders help reduce last-minute questions, minimize check-in delays, and create a smoother arrival experience. By proactively reaching out, property managers can ensure guests feel welcomed and well-prepared, leading to a more seamless and enjoyable stay.
- Distribute arrival instructions with a single click: Ensure guests receive all the critical information they need for a smooth arrival experience with just one simple action. With a single click, property managers can send detailed arrival instructions, including property access codes, parking guidelines, Wi-Fi credentials, and step-by-step check-in procedures. By proactively providing guests with this information in advance, property managers can reduce confusion, minimize support requests, and enhance overall guest satisfaction. This feature is particularly valuable for self-check-in properties, ensuring that guests arrive with everything they need for a hassle-free and enjoyable stay.
- Review the Check-in Status and Track Guest Registrations: Stay on top of guest arrivals by easily reviewing the check-in status and tracking how many guests have already completed their registration. This feature provides property managers with real-time insights into which guests have successfully checked in and which still need to complete the process. By having a clear overview of guest registration progress, managers can proactively follow up with those who haven’t checked in yet, ensuring a smoother and more organized arrival experience.
Automatic Message Translation for Multilingual Support
UpMarket’s Communication Hub has been enhanced with a revamped automatic translation feature that breaks down language barriers effortlessly. With just a single click on the ‘Translate’ button during a chat, every message sent by the property manager is instantly translated into the guest’s preferred language. This seamless integration ensures that important details are communicated accurately and clearly, fostering a more inclusive and supportive guest experience. The feature not only simplifies interactions but also empowers property managers to provide real-time, multilingual assistance, ensuring that every guest feels understood and well-cared for.
Why This Matters: Responding in the guest’s language makes interactions more personal and helps prevent misunderstandings, improving guest satisfaction.
Enhanced Escalation Tracking
To maintain high service standards, conversations requiring special attention are now clearly marked with a yellow exclamation mark symbol. This visual indicator helps property managers quickly identify and address any escalated issues, as it draws immediate attention to messages that need urgent review. The system not only flags these conversations but also highlights the specific messages that triggered the escalation, ensuring that the context of the issue is immediately clear. This streamlined process enables property managers to prioritize and respond swiftly, thereby enhancing overall communication efficiency and guest satisfaction.
Why This Matters: This feature helps teams manage workload effectively by ensuring urgent guest requests are flagged and addressed in a timely manner, leading to improved response times and better guest experiences.
What This Means for Our Customers
With these updates, UpMarket’s Communications Hub is more than just a messaging tool—it’s a centralized guest engagement platform that empowers businesses to deliver a seamless and connected guest experience. It enhances response speed, streamlines daily workflows, and ensures better communication at every stage of the guest journey.
By integrating guest information, check-in management, real-time translations, and escalation tracking into a single interface, our customers can proactively engage with guests, anticipate their needs, and provide timely, relevant support. This leads to improved guest satisfaction, reduced administrative overhead, and a more efficient operation that allows teams to focus on what truly matters—delivering great hospitality.
Try it Now
With these substantial improvements to the Communications Hub, UpMarket continues to demonstrate its commitment to innovating in the property management space. These updates not only enhance the day-to-day operations of property managers but also contribute to an improved guest experience through more efficient and effective communication.
The new Communications Hub is now live and available for all UpMarket users. Log in to explore the new features and see how they can simplify your operations.
Not Yet a Customer?
Experience firsthand UpMarket’s new Communications Hub. Enhance guest satisfaction and streamline property management with one single inbox to manage your guest communications. UpMarket can revolutionize the way your hotel or vacation rental communicates with guests.
Our innovative AI technology not only improves guest satisfaction through personalized, efficient interactions but also boosts your operational efficiency by smartly automating routine tasks. Don’t miss the opportunity to lead in hospitality innovation.
Try Our Live Demo: See the Virtual Concierge in action and discover how easy it is to integrate these features into your daily operations.
Embrace the future of hospitality with UpMarket, where innovation meets guest satisfaction.
