System Makes it Easy to Deliver ‘WOW’ Experience to Perks Members
SAN FRANCISCO — December 17, 2008 — Personality Hotels, a collection of seven San Francisco boutique hotels, has selected GuestWare to power its fast-growing Personality Perks guest loyalty program. GuestWare’s Enterprise Guest Recognition system makes it easy for the company to recognize and reward those loyal guests who visit any of its seven boutique properties.
The new Personality Perks Web profile sign-up screen interacts directly with GuestWare using Web services to collect guest preference information such as preferred hotel, room location, bed and pillow type, and whether or not a guest wishes to receive a complimentary newspaper or snack. GuestWare Enterprise consolidates these preferences as well as the history of every guest’s stay into one database to efficiently manage the loyalty program and help the hotels consistently meet or exceed guest expectations.
Executive office personnel, central reservations and front office staff all have access to the data that forms the basis for Personality Hotels’ guest recognition program. Before implementing GuestWare, a manual process was used to track the stays of the company’s repeat guests. Now, thanks to an interface with Personality Hotels’ property management system, expected arrivals are automatically matched with previous customers and loyalty members to prepare for each repeat guest arrival and automate rewards and redemption.
“Every morning, we review a list of arrivals that have already been matched up with names in GuestWare,” says David Issel, COO of Personality Hotels.
Personality Perks Participation Growing
Travelers who sign up for Personality Hotels’ Personality Perks program are rewarded with a complimentary gift and are given free local phone calls, free wireless Internet access, a free bottle of water, and a free room upgrade upon availability. Guests who stay a total of 20 room nights receive a free night. According to Issel, approximately 1,500 people now participate in Personality Perks.
“We have been very pleased with Guestware,” Issel says. “It gives us the ability at the corporate level to quickly identify our most loyal guests. The database within GuestWare gives us the information we need to tailor and push promotions to our guests, and analyze the demographics of our most frequent visitors.”
“With its Personality Perks program, Personality Hotels has taken a big step forward to retain and reward its most loyal guests,” says Mike Benjamin, Vice President of Seattle-based Diversified Computer Corp., the maker of GuestWare. “Personality Perks really creates an incentive for the guest to provide the information the hotels need to ‘WOW’ them with personalized recognition. And Guestware gives them the tool to consistently deliver on their promise of a first class experience.”
Ideal for Any Hotel Group
GuestWare's Enterprise software allows any group of hotels to recognize repeat guests and efficiently deliver upon personal preferences at every location. GuestWare Enterprise allows small and mid-size hotel groups like Personality Hotels to create and manage unique recognition- and reward-based loyalty programs to compete with the larger brands. Providing immediate perks for guests to sign up for not only makes it easier to recognize repeat guests but helps build the ideal database for targeted marketing. GuestWare uses the same database for marketing and service delivery to support a single view of the customer and to create sustainable customer relationships.
About Personality Hotels:
Established in 1982 as San Francisco’s first boutique hotel company, Personality Hotels is the largest privately owned boutique hotel operator in The City. From a quaint European-style suite to a zenful night's sleep amid sounds of a tropical rain forest, Personality Hotels can oblige. Celebrating the unique personality in all of us, Personality Hotels consists of an eclectic collection of seven San Francisco boutique properties including SEXY Hotel Diva, GRAND Kensington Park Hotel, AUTHENTIC Hotel Union Square, VIVID Hotel Metropolis, TIMELESS Steinhart Hotel, WHIMSICAL Hotel Vertigo (coming January 2009) and BOLD Hotel Frank (coming March 2009). Located in the center of the action, all Personality Hotels are within walking distance of Union Square shopping, theatres and restaurants. For more information and to book reservations, call 800.553.1900 or visit www.personalityhotels.com.
GuestWare, developed, marketed, implemented and supported by Diversified Computer Corp., Seattle, provides property and enterprise CRM solutions specifically to the lodging industry. With more than 20 PMS & CRS interfaces and more than 800 hotel customers, GuestWare enables hotels and management companies to streamline and enhance service delivery and guest recognition processes. GuestWare is the only company to develop a comprehensive Rapid Response problem resolution system integrated with guest recognition and loyalty essential to successful customer relationship management. For more information, go to www.guestware.com, or contact Mike Benjamin at (888) 504-8378.
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