Customer relationship management
Our advisory services will address the strategy for managing and nurturing a hotel’s interactions with guests, customers and prospects. It involves using technology to organise, automate, and synchronise business processes—principally sales activities, but also those for marketing, customer service, and technical support.
The overall goals are to find, attract, and win new clients, nurture and retain those the hotel already has, entice former guests back into the fold, and reduce the costs of marketing and client service. Customer relationship management denotes a company-wide business strategy embracing all guest-facing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs.
Case Studies
Case Study 1: Enabling strategic growth Read more >
Case Study 2: Changing from chain affiliation to become independent Read more >
Case Study 3: Repositioning the operation of a luxury hotel Read more >
Associated Experts
Ian Graham: leads and contributes to complex advisory assignments for hotel owners and operators around the world, leveraging his deep understanding of the goals of the guest, the hotelier, the investor, the lender and the brand owner - and all this from a unique base of experience that has seen him working on hotel issues in more than 60 countries
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Doug Fiedler: provides advice in building quality, customer satisfaction and ROI for all aspects of food and beverage operations.
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Peter Fitzgerald: advises on all areas of sales, marketing, distribution, global distribution systems, hotel representation, online channel management, central reservation systems, property management systems and e-commerce.
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Petra Deuter: has a strong track record of growing revenues through multiple channels and is an excellent leader of, and member of, teams driving profit initiatives throughout the Americas and Europe
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Gideon Dean: works mostly in the fields of online and social commerce, media and content strategies and digital business evolution. Equally comfortable at executive or hotel level engagements, hotel and travel distribution and technology continue to be his passion and focus.
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Joseph A. Rogan: is an accomplished, commercially-astute professional in the fields of sales, marketing, account development, revenue generation and meeting intelligence strategies.
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