In fast-paced, hyper-connected Hong Kong, businesses in the hospitality industry are always on the lookout for an edge. Instagram and Facebook platforms are for building brands but a tool that is more immediate and impactful is transforming guest communication: the WhatsApp page. For a restaurant, hotel or bar, to have progressed from an owner’s personal number to a WhatsApp landing page isn’t a luxury any more, but a necessity in order to not only meet the lofty expectations of both local and international guests, but to keep staff in the loop and encourage them to share any sparks of inspiration that might form into an opportunity.
Why a WhatsApp Page Sets Off A Whizz Between Hoteliers in Hong Kong
The consumers of Hong Kong are among the most tech-savvy in the world. They want fast answers, streamlined services and personalised solutions. To them, a traditional phone line or e-mail inquiry is perhaps the slowest and impersonal method of communication available. Yet a WhatsApp page solves these challenges, working on a platform that almost anyone with an internet-connected device will naturally have at their disposal, which offers quick and genuinely conversational contact in the real world, with which a visitor can form the first stage of their customised experience.
Building a Direct Marketing Channel with Your WhatsApp Page
In contrast to social media algorithms that make your posts invisible to users, communication on your WhatsApp Web can be routed directly to the customer and guaranteed to reach them. This means it’s an unmatched marketing medium. On your WhatsApp page you can send your guests information about new menu items, seasonal promotions, happy hour specials or tasting menus which have exclusivity for limited time periods. For a hotel, this could be to share weather updates, concierge specials or information about the event events on the property.
Streamlining Reservations and Bookings Efficiently
The way to a person’s heart starts with the reservation process, which a WhatsApp page for reservations can make particularly smooth. Guests can send a quick message to check availability, request a particular table or inquire about dietary requirements. Not nearly as invasive as a phone call or immediate as an email. These requests are easy for staff to handle; they can respond with all the specifics, including a confirmation, QR code for events or a link to Google Maps, all sent straight in the chat. This reduces missed calls and lost emails, converting more inquiries into confirmed bookings.
Enhancing the Guest Experience with Personalised Service
It’s truly the only truly valuable medium a WhatsApp page can offer you. A hotel could use it to handle pre-check-in and offer guests the chance to request early check in, arrange taxi pickup for them and even book extras for their room. A restaurant could record a customer’s favourite dish or wine. They might suggest that on their next visit you also use it. That level of attentive, recorded service makes customers feel like they’re important and creates absolute loyalty which leads them to return frequently and recommend your business to others.
See also: Keratoconus Management: How an Optometrist and OrthoK Can Team Up for Your Eye Health
Providing Real-Time Customer Support and Updates
It is not uncommon to get questions and problems of any kind. Sometimes the guest has made mistake on their way to the restaurant, sometimes a hotel guest needs an extra towel when it is 10 PM. By setting up a WhatsApp page, you can deal with problems at an appropriate time before it shows up in the reviews and becomes a negative review. And there is another great option. You can inform the guests about an important activity, such as opening hours or the sudden closure of your establishment due to a natural disaster, such as a typhoon (a rare event in Hong Kong).
Key Features to Utilise on Your Business WhatsApp Page
For your business to benefit from the WhatsApp page, try all its features. Create a ‘Catalog’ option with your menu, show your hotel room type, or offer a spa and massage package. Add quick ‘Greeting Messages’ so your customers know you’ve just received their first call, and ‘Away Messages’ so customers know to expect a little something from you other than the usual message. Send FAQ’s like “where is my address? ” and “how do I book a room? ” with a snippet that tells your team to instantly answer.
Promoting Your WhatsApp Page to Attract Customers
It’s not enough to simply have a WhatsApp page; you also need to drive people to it. Put your contact number on the top of your website’s contact page, all of your social media pages (Instagram, Facebook, etc. ) and your signature. If it’s in a physical location, place a QR code on table tents, menus, receipts and lobby signage so that anyone scanning it will immediately open a chat with your business. Give people a reason why it’s an important feature such as “Messengers, Message us on WhatsApp for instant reservations or special discounts! ”
Conclusion
As your hospitality business expands and thrives in one of the fastest growing economies in the world, not treating your customers well is critical for survival. A dedicated WhatsApp page will bring a touch of personalization, business efficiency and marketing expertise, to ensure that your guests don’t receive the low-quality service they desire, but what they really need is the instant-sale, convenience and personalized service they deserve. In addition to opening new channels, this valuable tool offers you an edge over your competitors—in one of the world’s most vibrant hospitality markets.
