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Concord Hospitality Partners with Kipsu to Enable Text and Digital Messaging between Staff and Guests

by Carolyn Cooper

MINNEAPOLIS, MN - March 22, 2019 - Concord Hospitality announces a full-portfolio partnership with Kipsu, the leading digital messaging platform for hospitality, enabling communication between guests and staff through text messaging and other digital messaging channels.

 

94 properties in Concord’s portfolio have launched with the Kipsu solution, with the remaining hotels planning to implement by the end of 2019. The properties already leveraging Kipsu are reporting positive impacts on satisfaction surveys including a 10% increase in Overall Service. Specifically, the Hampton Inn Cleveland Downtown saw a 54% lift in “Deliver of Loyalty Member Benefits” between those who used the service and those who didn’t.

 

Guests are also taking note of Concord’s new messaging service in online reviews. One guest at Concord’s Hampton Inn & Suites Clearwater/St. Petersburg - Ulmerton Road commented on review site, TripAdvisor, “Check-in was quick and the room was great! I received a text shortly after check-in inquiring if everything was okay with my room. I received another text the next day asking me how my stay was so far. It was nice to know that they were going the extra mile to make sure I was enjoying my stay.”

 

Sunny Finnell, Concord Hospitality’s Senior Director of Digital Marketing, comments, “We chose Kipsu based on several factors including: platform ease of use on the property level, thorough training, comprehensive company analytics and ongoing dialogue between Kipsu and Concord. Performance levels at individual hotels have increased our overall customer engagement and guest satisfaction scores.”

 

Concord first launched Kipsu at the Homewood Suites by Hilton Pittsburgh Airport Robinson Mall Area in late 2017. Since then, Concord’s hotels have engaged in an average of 3,500 conversations with guests each week. Hampton Inn & Suites Savannah Midtown leads the portfolio with an average of 30 conversations each day.  Through Kipsu’s platform, Concord’s properties have sent over 800,000 text messages to date, answering questions and requests from restaurant recommendations to hotel amenities.

 

About Concord Hospitality:

As an award-winning hotel development and management company, Concord Hospitality Enterprises Company has spent the last three decades building relationships with investors, partners, and third-party hotel owners on more than $2.5 billion in premium-branded properties across the United States and Canada. As an operator, Concord Hospitality instills value from the ground up, developing and managing with a sustainable viewpoint, a focus on quality and hands-on involvement to ensure long-term profitability and success. Concord Hospitality believes that its people are its greatest strength. With the brightest talent, the most innovative processes and a commitment to giving back to the communities where associates live and work, Concord Hospitality is committed to being a great place to work for all. Learn more at concordhotels.com.

 

About Kipsu:

Kipsu is the industry leader in Real-Time Engagement, connecting service driven brands with their customers through texting and digital messaging. Kipsu currently partners with over 2,000 hotels operators and brands, facilitating nearly 150 million messages through SMS, Live Web Chat, Social Messengers, and In-App Messengers. Kipsu currently operates in over 30 countries in multiple industries including hospitality, retail, higher education, transit, and healthcare. For more information about Kipsu, visit www.kipsu.com.

 

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