The VPs of Sales, Marketing and Revenue Management of a resorts hotel chain were getting the property-specific view on their past guest stays and future bookings from their property management system. But it lacked a consolidated, coherent view of their hotel operations.

• For personalized guest experience, guest service managers needed access to the guest profiles and preferences.

• For improved marketing creatives and campaign response rate, marketing managers needed a clear view of guests’ marketing preferences, same guest stays at multiple hotels and repeat guest stays at same hotels.

• For informed rate strategy and decisions, revenue managers needed insights on business-on-the-books trends and past production summaries. Moreover, revenue managers had no knowledge of their booking pace, and its period-over-period comparisons.

This in-depth, 360-degree view would help them discover opportunities, uncover risks and adjust their sales, marketing and rate strategies accordingly. The VPs called a meeting with their CIO and asked him to reach out to IQubz, Dynamics CRM partner and Microsoft BI partner, for a Hospitality CRM and Hotel Analytics solution.

Hospitality CRM At A Glance

Sales Automation for centralized demand and business on the books monitoring

• Leads and opportunity tracking
• Group sales and pipeline tracking
• Follow-up and escalation ticklers

Marketing Automation for centralized campaigns and campaign performance monitoring

• Marketing preferences and email marketing permissions
• Marketing promotional campaign management
• Pre-arrival and post-departure emails
• Marketing surveys and analytics

Central Profiles Management for improved guest recognition and customer service

• Unified views of guests, corporate accounts, and travel agents
• Negotiated Rates, Preferences, Lifestyle
• Stay History and Reservations
• VIP and Loyalty Standing
• Commission Summary
• Guest and A/R Ledger Statistics
• Notes, Tasks, Emails

Loyalty Program Management to reward customer loyalty and get more repeat business

• Membership management
• Automated tier upgrades and downgrades
• Rewards and redemptions tracking
• Own and affiliate programs (frequent flyer)
• Activity log and periodic statements

Hospitality Data Warehouse for consolidated, consistent enterprise view

• Consolidated stays and reservations
• Enterprise groups pipeline
• Budgets, forecasts, competitive benchmarks

Hotel Analytics At A Glance

• Performance Analysis: Consolidated multi-property reporting for a side-by-side comparison of properties, brands, and chains
• Revenue Analysis: Sales and business on the books analysis with year-over-year, budget, and forecast comparisons, booking pickup and booking pace reporting
• Sales Analysis: Guest, company, travel agent, group sales analysis, most/least profitable customer analysis
• Marketing Analysis: Marketing surveys, promotion and campaign analysis, Loyalty members points redemption analysis
• Dashboard and Scorecards: Interactive dashboards, scorecards and KPI
• Ad-hoc Reporting: Powerful ad-hoc reporting with Excel and Report Builder

Applicable to these Hospitality Sectors and more