A CRM is the system where the hotel stores and works its guest relationships: history, preferences, campaigns and communications. It is used to build loyalty, win back past guests and personalize the stay. Used well it turns a dead database into repeat direct bookings.
Example The CRM sends an anniversary offer to the guest who stayed this time last year.
A customer data platform pulls everything you know about each guest into one place, whether it comes from the...
Marketing and CROA loyalty program rewards repeat guests with points, member rates or perks so they come back and book direct....
DistributionA direct booking is one the guest makes through the hotel's own channels, with no middleman. It saves the OTA...
AI and automationHyper-personalization is tailoring the offer and the message to each customer using their data and behavior...
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