Transforming the Guest Experience for Modern Luxury
Resort hotel builds loyalty and drives sales increase across all sites using data and segmentation: Hospitality Salesforce Service Marketing
 Marketing Cloud | Interaction Studio | Service Cloud |
This oceanfront resort has over 400 rooms and cottages/villas, spa, golf and a variety of restaurants.
PROBLEM:
- This full service resort needed to increase booking and raise the average per day spending of guests.
- Dependency on Marketing Agency for all content creation and email deployment activities.
- Disparate source systems and lack of connectivity options.
- Legacy CRM / Loyalty Solution provided limited segmentation and digital marketing capabilities.
SOLUTION:
- Implemented Marketing Cloud, Interaction Studio, and Service Cloud
- Integration with Opera reservation system
- Automated Pre-Arrival Marketing Journey
- Preference Center to capture additional contact Preference Information
- Service Cloud to operate guest services across multiple groups (e.g., Concierge, Reservations, Ocean Club, Bungalow)
RESULTS:
- Reduction in Operation Expenses tied to Marketing Agency Spend.
- Targeted Segmentation to deliver higher ROI (increased bookings) on Marketing Spend. Greater insights into guest interactions and preferences.
- Frequent opportunity to upsell/cross-sell through Journey Engagement to drive a higher daily average spend.
- Interaction Studio resulted in 5,600 email captures with 400+ emails that targeted guests that abandoned the cart.
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