From challenges to connections: the story of York Harbor Inn and ThinkReservations

33.43% increase in upsell revenue after implementing ThinkMessenger

Introduction

ThinkReservations enabled York Harbor Inn, situated in the scenic coastal town of York Harbor, Maine, to stand out as an astonishing property in the area. Under the guidance of General Manager Alice Balkin, the inn has harnessed the ThinkMessenger tool to enhance guest experiences and streamline operations.

Background

Founded in 1980, York Harbor Inn began as a modest establishment with only three guest rooms and a cellar pub. Over the years, it has expanded significantly, now featuring 66 unique guest rooms across eight buildings, complemented by extensive banquet facilities. This growth reflects a deep commitment to hospitality and service excellence.

Why ThinkReservations

In 2016, York Harbor Inn needed to transition to a cloud-based property management system, and after learning about ThinkReservations at the New England Inn and Resorts Conference, they decided to give it a try. During the onboarding period the property established a great rapport with the ThinkReservations team. Their front desk staff needed better tools to serve guests, and ThinkReservations made it easier for their staff to get more reservations online and manage their inventory.

The role of ThinkMessenger

When ThinkReservations decided to launch a guest communications suite in 2022, York Harbor Inn quickly recognized the importance of a guest communications solution for their needs.

ThinkMessenger is an integrated communication tool that allows properties to interact with guests via text messaging. The platform enhances customer service by enabling immediate feedback and support, ensuring that guests feel valued and heard throughout their stay.

Key features of ThinkMessenger:

• Real-time communication: Allows staff to respond quickly to guest inquiries or requests, improving overall satisfaction.
• Higher conversion rates: Guests are more likely to interact with the property via text messaging than email. Open rates usually are 75+% compared to 10% on emails.
• User-friendly interface: Designed for ease of use, making it simple for staff to manage communications efficiently within ThinkReservations.
• Feedback mechanism: Facilitates gathering guest feedback instantly, helping the inn continuously improve its services.
• Broadcasts: The broadcast functionality allows York Harbor Inn to send important updates or announcements to all guests simultaneously, ensuring everyone is informed about events or changes in services.

Enhancing guest experience with ThinkMessenger

One of the standout features of ThinkMessenger is its ability to provide essential information to guests upon check-in. This capability significantly enhances the overall experience at York Harbor Inn.

Practical applications:

• Directions to the Right Building: Given that York Harbor Inn comprises multiple buildings, ThinkMessenger helps guests navigate to their specific accommodations seamlessly. Upon check-in, guests receive a text message with clear directions to their assigned building.
• Breakfast information: Guests are informed about breakfast timings through automated messages. This ensures they are aware of when and where to enjoy their morning meal without having to ask staff directly.
• Opening hours: The messaging platform also provides details about various amenities, including dining hours and facility access times. This proactive communication minimizes confusion and enhances guest convenience.

Automation and personalization

ThinkMessenger also features automation capabilities that enhance personalization for each guest:

• Automated messaging: Pre-scheduled messages based on templates can be sent to guests at critical points during their stay ensuring they have all necessary information without needing to ask.
• Upsell portal connection: ThinkMessenger connects guests with an upsell portal that allows them to explore additional services or amenities available during their stay. This feature not only enhances guest experiences but also increases revenue opportunities for the inn.
• Personalized interactions: Staff can send tailored messages based on guest preferences or previous stays, fostering a sense of connection and loyalty. For instance, returning guests might receive personalized greetings or recommendations based on past activities.

Increased reviews and guest feedback

The integration of ThinkMessenger has led to an increase in guest reviews for York Harbor Inn:

• Encouraging feedback: After check-out, automated messages prompt guests to leave reviews about their stay. This has resulted in an increasing number of reviews. Google reviews have increased 2.3x times versus prior to ThinkMessenger.
• Positive online presence: The ease of communication through ThinkMessenger has contributed to improved guest satisfaction ratings, which are reflected in online reviews. Guests frequently mention the helpfulness and responsiveness of staff in their testimonials.

Results and impact

York Harbor Inn's extensive use of ThinkMessenger has set it apart in the eyes of its customers. The inn utilizes ThinkMessenger significantly, highlighting its commitment to leveraging technology for superior service delivery. The integration of ThinkMessenger has led to enhanced guest interactions, with many patrons praising the friendly and responsive nature of the staff. This positive feedback underscores the importance of effective communication in fostering loyalty among guests. Property reviews have multiplied by a factor of 2.3x since ThinkMessenger was implemented, and upsell revenue increased by 33.43%.

Conclusion

York Harbor Inn exemplifies how embracing technology like ThinkMessenger can transform guest experiences while maintaining strong community connections. The inn not only stands out as a leader in hospitality but also serves as a model for other properties aiming to enhance their service through innovative solutions.