Hospitality & Tourism (South Africa)

Win more direct bookings, fill peak slots and keep guests talking about you for the right reasons—without juggling five different systems.

Portal and website enquiries arrive after hours. Phones ring during service. WhatsApp and email threads live in pockets, not a queue. Rooms, tables and activities clash. Deposits are manual. Weather or load-shedding force last-

minute changes. Reviews are inconsistent. Managers can’t see bottlenecks by venue, shift or source.

The outcome

Every enquiry is captured and answered in seconds on WhatsApp, chat or email—then routed to the right calendar and pipeline. Deposits are taken upfront when needed. Guests get clear confirmations, directions and smart reminders with easy reschedule links. On the day, staff see who’s arriving, special requests and balances due. After the visit, reviews and return offers go out while the moment is still warm. Owners finally see live performance by venue, team and channel.

Accommodation (hotels, lodges, B&Bs, guesthouses)

Direct enquiries reply instantly; rooms/room-types have their own calendars; pooled availability for general enquiries; deposit links secure stays; pre-arrival info (maps, gate codes, load-shedding note); mid-stay upsells (dinner, spa, game drive); checkout and review request. Pipeline: Lead → Qualified → Deposit Paid → Booked → In-house → Checked-out → Reviewed.

Dining & Tastings (restaurants, cafés, wineries/breweries/distilleries)

WhatsApp and web bookings feed one table/tasting calendar; deposits for peak sessions; confirmations and no-show policies handled by automation; same-day “we’ve got space at 7pm” WhatsApp blasts to locals; post-visit review and “book again” nudges.

Tours & Activities (safari/guides/boattrips/adventure/wine & township tours)

Capacity-controlled slots per activity; waiver/indemnity via form; weather or conditions update templates; day-before checklist to guests and guide/driver; photo/package upsells; reviews and referrals after the trip.

Venues & Events (weddings, functions, conferences)

Faster qualification; self-booked site visits; proposals and contracts via e-sign; staged payment workflow; supplier notifications; post-event gallery + review capture. Pipeline shows progress from New → Site Visit → Proposal → Deposits → Confirmed → Delivered → Reviewed.

Travel Services & Transport (tour operators, DMCs, agents, shuttles, charters)

Time-zone-aware replies; itinerary holds with deposits; shuttle scheduling with driver notifications and live pin; flight-change updates; post-trip reviews and referral offers.

Cross-venue patterns that make it work

WhatsApp-first service with approved templates (EN/Afr). After-hours auto-reply that proposes the next slot and takes a deposit. Load-shedding-aware reminders with one-tap reschedule. Upsell engine for add-ons (late checkout, spa, tastings, transfers, photo packs). “Guest 360” contact records with tags for locals, families, internationals, corporates and honeymooners. Reviews routed to Google/HelloPeter/Tripadvisor; negative feedback goes to a human first. PayFast/PayGate links for deposits and balances; EFT for corporates. Management dashboards by venue, team member and channel.

What’s in the stack

  • Conversations (WhatsApp, chat and email in one queue),

  • Calendars (staff/rooms/areas and pooled availability),

  • Pipelines (clear stages per kit),

  • Workflows (replies, deposits, reminders, reschedules, upsells, reviews),

  • Forms (waivers, preferences),

  • Documents & e-sign (proposals/contracts),

  • Estimates/Invoices (card/EFT payments),

  • Custom Objects (rooms, packages, activities) to power segmented campaigns.

South African specifics baked in

POPI notice in chat/forms with simple access/update/remove options. Load-shedding language in reminders. English/Afrikaans templates. PayFast/PayGate and EFT. Multi-property support via locations and tags.

What you’ll notice in 30 days

Faster speed-to-reply, higher deposit conversion, fewer no-shows, better review volume, clearer forecasting—and calmer teams.

Ready to turn more chats into confirmed bookings and loyal clients?

@ Copyright Sweet Muse Marketing

• Reg. No. 2025/325070/07

• EME (B-BBEE Level 4)

• 100% Woman-Owned

• Nationwide (Remote)

• WhatsApp Business Enabled