customer relationship management
End on a Positive Note
Roger Wolkoff | January 2, 2020
By Roger Wolkoff Do you have a natural gift to start a conversation? Many of us in the hospitality and customer service world are quite adept at it. Think about this for a moment. How good are you at ending conversations? I'll wager you have a signature opening greeting, but do you have a signature closing? In customer service and hospitality, we devote time to make an excellent first impression. We make eye contact, smile, or lean in if we're next to the person. Then, we move on to the heart of the conversation. Our guest or customer may request service, or they need help to resolve an issue. Perhaps they want a recommendation from us. Fi...
CRM: Fact vs. Fiction
NextGuest Digital | November 14, 2019
By Mikael Fries, Vice President Sales Excellence, NextGuest CRM Some hotels have it, others do not. There is a lot of talk about it, but, unfortunately, there are many variations and definitions of what Customer Relationship Management (CRM) really is. Because today’s customers are overwhelmed with options and information, it’s more important than ever to build strong customer relationships and nurture them before, during, and after those guests stay on your property. Many CRM systems can be used to solve operational issues, as well as gather data on customers and then use that data to bring those customers back time and time again. In...
Global CRM Study Preview: What’s Next for the Future of CRM
Nicki Graham | October 2, 2019
This is the final article in a preview series of H2C’s Global CRM Study, a collaborative report that leverages interviews and a global survey to explore the current state of CRM in the hospitality industry. The importance of a single source of truth as the centerpiece of a profitable customer relationship management strategy is one of the key takeaways from H2C’s Global CRM Study. The vendor-agnostic study combined findings from an online survey of 62 executives of both global and regional hotel chains and interviews with 25 hotel executives and 11 technology providers. In our third (and final) set of takeaways, we focus on ho...
Everything You Need to Know About CRM Software in 2019
Kacey Bradley | September 5, 2019
By Kacey Bradley Customer relationship management (CRM) software helps brands more effectively connect with customers. You may not think it's necessary to use in the hotel and hospitality industry. But, it'll soon become clear that having CRM technology at your disposal can grow your brand and increase consumer satisfaction. What Can CRM Software Do for You? One misconception people often have about CRM software is that it's merely a customer database. CRM software has a component that keeps information on all your customers, but it does much more. For example, it can help you track which promotional materials you send to customers ...
Up Closer and More Personal
Roger Wolkoff | August 21, 2019
By Roger Wolkoff I walk into the newest branch of my credit union, and I am immediately drawn to the design. Lots of open space, thick wood beams surrounded by steel, and lots of light thanks to the plethora of glass. Stunning only begins to describe how it looks. Intimate describes how it feels. As I approach the teller area, it becomes apparent that there is something different about this space. There is no wall separating tellers from customers. Camille stands in front of her station with a welcoming smile. She extends her hand to greet me and guides me to the table that juts out from the side of her station. I stand at a 90-degree a...
Track Hospitality Software Achieves PCI DSS Service Provider Level 1 Certification
TRACK Hospitality Software | January 8, 2019
(Minneapolis, Minn.) January 9, 2019 -- Track Hospitality Software (TRACK), a product of TravelNet Solutions and an industry leading provider of integrated CRM, guest communication management, and property management solutions for hospitality, today announced the company has validated compliance with the Payment Card Industry (PCI) Data Security Standard (DSS) version 3.2 as a Level 1 service provider. The PCI Data Security Standard (PCI DSS) is the most rigorous industry-recognized payment-card security standard available globally. The PCI DSS Security Standard is designed to minimize the exposure of credit card data to risk of fraud o...
Omni Hotels & Resorts Selects Cendyn for CRM and Loyalty
Cendyn | June 20, 2018
June 20, 2018 – Boca Raton, Florida – Omni Hotels & Resorts, a leader in the luxury hospitality marketplace, has selected Cendyn, the best in class customer relationship management and loyalty solution provider for hotels, as the group's CRM and loyalty technology partner. Cendyn will implement a state-of-the-art solution that will collect data from multiple property systems to provide real-time personalized communications, loyalty services and guest intelligence at 60 hotels within the Omni Hotels & Resorts portfolio. Omni aims to deliver world-class, personalized service to all guests and a heightened level of reco...
3 Key Themes to Watch at HITEC 2018
the Author | June 12, 2018
By Terri Miller, Chief Executive Officer & Co-Founder, Concilio Labs The elite of the hospitality industry is set to descend upon one of the most exciting yearly events showcasing the brightest minds and hottest travel and hospitality technology: HITEC. Recognized as the world's largest hospitality technology show, HITEC 2018 offers a unique combination of quality education, networking, and exhibitors from around the globe. With the plethora of new innovations that have been unfolding, this year's show is staged to bring some disruptive discussions. To help attendees make the most of their time at the event, we've compiled a list of...
1
Industry Happenings
2
All Things Independent
3
Market Reports
4
Technology
5
Operations
Today's News
Tharaldson Hospitality Management Opens New Hyatt House Nashville Airport
Viceroy Hotel Group Chooses Travel Outlook to Optimize Voice Channel
Extended Stay America Launches New Premier Suites Brand
China’s Hotel Construction Pipeline Ends 2020 With 3,375 Projects/639,811 Rooms
As the first news aggregate for the hotel industry, Hotel-Online is the industry’s must-read daily news source for everything hotel curated for busy professionals. Sign up today for industry news delivered to your inbox.