Edward Kalashian, Regional Director of Operations for PAH, explains that the partnership between their hotels and Kipsu has greatly improved the way they engage and care for their guests. “Kipsu has been a great addition to our hotels, we originally were going to beta test it at one hotel, but the 9 point improvement in GSS in one month convinced us to do a portfolio roll out. We have been happy with the results thus far at our hotels and we love the fact that our team members and guests are engaged in the Kipsu platform.”
The hotels of PAH have a long history of providing high-touch service at locations like Fairfield Inn and Suites Jonesboro, Hyatt Place Topeka, and Aloft Rogers Bentonville. PAH focuses on helping hotels move from satisfactory to top performing when it comes to service and guest engagement. The partnership with Kipsu, the world leader in hospitality real-time engagement, further strengthens PAH’s reach with its guests by providing another avenue in which staff and guests can communicate.
With Kipsu in hand, the thirteen PAH’s properties collectively sent out nearly 22,000 messages in their first month of the partnership, quickly giving responses to questions about WIFI connection, spa and pool hours, check in/out guidelines, and hotel amenities. The service was well received by the hotel’s visitors, including one guest at the Hyatt Place Topeka who directly referenced the service in an online review, commenting “I liked that I was able to text the staff from my phone. I went to the pool and there was [sic] no towels[.] I was able to text and they brought more towels right out.” Everything from simple requests, like towel replenishment, to more personal inquiries, like dinner recommendations, celebratory requests, and personal preferences, are heard and remedied by a team member in a timely fashion.
About PAH Management:
We are a fast growing unique company that owns and manages our assets, led by a team of seasoned hospitality professionals. Our primary focus is on top tier – Marriott, Hilton, Hyatt – Select Service brands around the country. We specialize on taking well running properties to the next level in terms of revenue generation, quality, associate engagement and ownership returns – or in other words – taking GOOD to G.R.E.A.T. !
PAH Management is dedicated to developing a culture that places associates first while becoming America’s preferred hotel owner/operator.
Kipsu leads the industry of Real-Time Engagement with over 50,000 active users processing nearly 100 million digital messages through SMS, Live Web Chat, Social Messengers, In-App Messengers, and more. Kipsu currently operates in over 30 countries at more than 1600 locations in industries like hospitality, retail, higher education, transit, facilities management, and more.