CASE STUDY

Automated Messaging

At the River Terrace Inn,
A Noble House Hotels & Resorts Property

Changing Expectations

Today's guests expect clear, consistent, real-time communication. That’s especially true in times of uncertainty, such as a pandemic or natural disaster. Noble House used ALICE Guest Messaging to build a dynamic communications workflow that adapted to each touchpoint, reduced staff workload, and delivered on guest expectations.

“Things are ever-changing - the traditional confirmation letter is not working anymore.
The guest needs to be communicated with dynamically.

We need the pre-arrival text; we need the automated arrival message;
we need to communicate at check-in. We need to set the expectation ahead of time.”

Steven Marais Corporate Rooms Director - Noble House Hotels & Resorts

ALICE Simplifies Guest Messaging and Experience

The pandemic accelerated the need for a solution that guests already wanted: the ability to skip the front desk and checkout from their phones. In response, Noble House utilized ALICE’s customizable Guest Messaging capabilities to promote a more convenient, touch-free checkout experience.

New communications needs from guests also accelerated a need for Noble House staff. To further improve guest experience, and decrease the burden on staff, Noble utilizes ALICE’s Automated Messaging segmentation capabilities and templates when occupancy surpasses 80%.

Learn more about ALICE Guest Messaging

"It’s been a game-changer to be able to change automated messages on the fly. We’ll send an automated message, ‘Tomorrow's a very busy checkout day. If you want to skip the desk and participate in contactless checkout, send us your email when you're ready. Nobody wants to go to a crowded front desk."

Steven Marais Corporate Rooms Director - Noble House Hotels & Resorts

ALICE Automated Messaging
Drive Value for Guests

80% of guests choose contactless checkout when offered.

The results reveal how much guests value convenience – and how effectively Automated
Communications increase guest satisfaction and reduce workloads.

Enable lean hotel staff to do the most impactful work. Download the Case Study now.

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