Multichannel communication is the use of multiple media channels to interact with guests. In hotels, this includes phone, email, text, chat apps (like WhatsApp), social media, and in-room messaging.
The aim is to provide smooth, consistent communication across all channels so guests can choose their preferred method of contact.
Using different types of communication helps hotels manage guest requests, confirmations, and service updates efficiently. Front desk, housekeeping, and management teams can coordinate instantly through integrated systems.
Integrated communication ensures that no message is missed, regardless of the channel it comes from.
When it is connected to a Property Management System (PMS), messages from all channels are brought together in one place. This allows the system to automate replies, recommend relevant products, and respond more efficiently.
Viqal's technology, for example, puts voice, chat, and digital touchpoints into one interface, reducing staff workload and improving customer satisfaction.
Consistency is more important than volume. Guests value receiving information at the right time and in a clear, coherent way. They are frustrated when multiple communication options exist but are not properly connected.
