Why is connecting with guests at different points along their journey so important?
One of the most impactful ways to drive more revenue and make the biggest impact on your guests is by personalizing their experiences all along their journey, from marketing to booking, all the way through their entire time on your property, and then following up once the guest has checked out.
A CRM allows hotels to consolidate profile data and put it in a view that is meaningful for recognition, personalization and communication. A strong CRM will provide a place to dig into these details, look at who your guests are and what their activities are in your hotel – and then be able to drive targeted communications to them based on those activities. It will allow the hotelier to see a guest’s value, based not only on their frequency or how much they spend but on booking, cancellation, upsell and revenue behaviors all together.