Mastering guest communication
Hosting from the Heart has fully embraced Breezeway Messaging and Guide to enhance guest communication and streamline operations. With Breezeway Messaging, they automate timely and personalized guest interactions, ensuring guests receive important details such as check-in instructions and property information via the Breezeway Guidebook link without delay. The system allows them to maintain a high level of engagement without the need for constant manual intervention.
Breezeway Guidebook provides guests with a comprehensive, easy-to-access resource tailored to their specific reservation, reducing the number of common inquiries about property amenities, house rules, and local recommendations. By integrating these tools, Hosting from the Heart has not only improved guest satisfaction but also significantly reduced the time spent answering repetitive questions.
Thomas shares, “We live in Breezeway all day. It is truly the HUB of operations for our company, and we would not be able to create and execute on delivering extraordinary guest experiences daily without this integral piece of software. Breezeway Messaging and Guide have streamlined everything for us so that we can respond to guests with the right information at the right time. Our guests leave comments all the time about how attentive, thoughtful, and smooth our communication is. Once we had such success with Messaging and Guide, it was obvious that we needed Assist.”
A transformational shift in after-hours communication
Before adopting Breezeway Assist, Hosting from the Heart’s small team was stretched thin. Mornings started at 6:30 AM, with messages piling up overnight, requiring immediate attention. Long days extended into late-night hours, making it difficult to truly disconnect. Holidays were especially stressful, as the team struggled to balance personal time with ensuring uninterrupted guest communication. The demand for 24/7 responsiveness was not sustainable.
Once Assist was implemented, the shift was immediate. With professional hospitality agents handling guest inquiries overnight, mornings became smoother and more manageable. Instead of waking up to a backlog of messages, the team could start their day at a reasonable pace, knowing guests had been taken care of. The ability to offload late-night communications meant that team members could finally enjoy restful sleep and a more balanced work-life dynamic.
Improved response times & guest experiences
Holidays also became more manageable. With Assist in place, the team no longer had to make difficult choices about who would be on-call during family celebrations. Instead, they could rely on the Breezeway Assist team of hospitality professionals to provide uninterrupted support, allowing them to fully enjoy time off without compromising guest service.
