From 360-degree guest view to 365-day booking pace

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.

With integrated modules for central profiles, sales, marketing and loyalty program, Hospitality CRM built on Dynamics CRM, provided improvements in every business process, enabling closer relationships with guests, corporate accounts, travel agents from negotiations and reservations through guest stays and beyond. Booking pace and production dashboards of Hotel Analytics, built on Microsoft BI, provided in-depth insights into future booking demand with opportunities for revenue optimization.

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
custom CRM solutions

Applicable to these Hospitality Sectors and more

  • Boutique Hotels
  • Hotel Chains
  • Hotel Groups with Various Brands
  • Luxury Hotels
  • Resort Hotels
  • Extended Stay Hotels
  • Business Hotels
  • Airport Hotels
  • Suite Hotels
  • Apartment Hotels
  • Timeshare Hotels
  • Condominium Hotels
  • Casino Hotels