THE POWER OF RELATIONSHIP CRM BEST PRACTICES AND EMPOWERMENT Shannon Bedard Vice President, Business Development Founding Partner.

THE P

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Shannon BedardVice President, Business

Development Founding Partner

eRelationship Suite

BAD CONFIRMATION EXAMPLE

Reservation Summary for Confirmation Number: 9N6L8S2Reservation for: Shannon Bedard Number of people:1 Adult 0 Children Arrival Date: Nov 06 2014 Departure Date:Nov 08 2014 Check-In time:3:00 PMHotel Check-Out time: NOON

Rate Information and Room Summary

Subtotal: 208.00 USD Plus applicable Fees and Taxes *King BedNon Smoking

*The subtotal above is an estimate only and does not represent the full amount for your stay. Additional charges, taxes, and fees may apply. The actual total will be provided to you at check-out upon request.

*Any change in the reservation including number of guests, length of stay or dates may result in a change to the total.

RESERVATI

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• Inform guests & reinforce booking decisions

• Give guest-specific reservation information

• Show text & photos tailored for each guest

GREAT CONFIRMATION EXAMPLE

GOOD CONFIRMATION EXAMPLE

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Branding

Details

LANGUAGE

CONFIRMATION - RESPONSIVE

• Clickable phone number

• Google Maps

• Confirmation Number

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• Learn why a guest has cancelled

• Keep management informed of cancellations

• Invite guests to re-book

• Entice guests to re-book

• Keep management informed of cancellations

• Invite guests to re-book

Learn why a guest has cancelled, entice guests to re-book

CANCELLATION NOTICE

PRE-S

TAY

MARKETING

F AM

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• Showcase amenities

• Increase revenue opportunity

• Drive site traffic

• HTML & mobile versions

PRE-STAY MARKETING SAMPLE

STAFF

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• Strategy Meeting

• Occupancy

• Leisure Guest %

• Blocked Rooms – Suites, Connectors

• Ocean View, Ocean Front

“$UITE” OPPORTUNITIES

Keep $$ on property

ON PROPERTY MESSAGING

• Respond to guest needs

• Communicate specials

• Entice outlet spending

MOBILE CONCIERGE

• Room service

• Valet / Bellman

• Wake Up Call

• Reservations

• Directions

• Spa Service

• Clean Room

• Maintenance

• Check Out

THANK-Y

OU NOTE

AD

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• Adds a touch of class

• Shows guest appreciation

• Invites guest feedback

• Connects to Comment Card

THANK-YOU NOTE

Connects to Comment Card

ECAMPAIG

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• Targeted lists

• eClub management

• Full dynamic reporting

CAMPAIGNS

OTHER ECAMPAIGN OFFERINGS

Automated from the birthday field in Maestro

Kathleen Casey KirschlingSegment and send special messages based on location, past guest stay history (room types, amount spent, etc.)

Incorporate meeting planners or groups into your blasts

Grow your database with an eClub link

THANK YO

U!

Shannon Bedard Vice President Sales & MarketingFounding Partner