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The case of Dream Hotels Group

Connect with guests, generate extra revenues

 "Channel Affairs has helped us to stay in constant contact with our guests. This reminds them we’re here and inspires repeat bookings and loyalty. This has contributed to our bottom line in a time when room revenues are shrinking due to online travel agencies." 
 

Chris Adams (General Manager)
Dream Phuket Hotel & Spa
Dream Beach Club
 

Background 

Before technology revolutionized the travel industry, the hotel front desk played an important role in customer engagement. Guests would visit the front desk with questions about activities and tours, restaurants and how to make the most of their stay.  
 

Dream Hotels Group is an upscale hotel chain with properties in the US, Thailand and Qatar.  Their brand is built on the idea of creating the perfect getaway for their guests with upscale amenities and superior customer service.

Challenges facing Dream Hotels

 With Booking.com now in the tours and activity business, luxury hotels like Dream need to re-think how they engage and connect with their guests.  Hotels can no longer wait for guests to arrive to begin the customer engagement process. 
Guests at upscale hotels are more demanding than ever. They want to feel special, pampered and appreciated. They expect one-to-one communications with the hotel before, during and after their stay.  

 

How Channel Affairs adds value

Channel Affairs designed a CRM marketing automation platform to engage guests at every step of the customer journey.  Customer engagement starts with pre-stay emails to upsell offers and continues with post-stay surveys.  Every touchpoint is automated, so nothing slips through the cracks. The platform is scalable and requires minimal oversight. 

Challenges facing Dream Hotels

 With Booking.com now in the tours and activity business, luxury hotels like Dream need to re-think how they engage and connect with their guests.  Hotels can no longer wait for guests to arrive to begin the customer engagement process. 
Guests at upscale hotels are more demanding than ever. They want to feel special, pampered and appreciated. They expect one-to-one communications with the hotel before, during and after their stay.  

 

How Dream Hotels benefits 

Thanks to the Channel Affairs CRM platform, Dream Hotels can engage with every guest before, during and after their stay.  The platform helped the hotel generate extra revenue by booking local activities and tours.  Guests were able to order bottles of wine, romance packages and breakfast through the web app.  By sending guests newsletters, automated after stay emails and promotional offers, Dream Hotels was able to effectively market to their satisfied past guests to drive repeat bookings. 

 

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