Hospitality

Travel expectations met and exceeded

Good hotels deliver good customer experiences, but great hotels turn experiences into memorable ones.

Good hotels deliver good customer experiences, but great hotels turn experiences into memorable ones. Great hotels are always one step ahead of the game, thinking about how they can not only meet, but exceed, their guests’ expectations.

The challenge is multifaceted; the guest might be visiting your venue for the first time, the staff that worked last time might not be on duty at the moment. The front desk might be the most informed, but they mainly serve the guest on check in and check out. All other staff could enhance the brand experience, if they had access to the right information.

PRE:MIND’s technology solution provides brand representatives with a powerful cloud-solution to build relationships with your visitors. It’s a way to cultivate tourist relationships in the same way you would build relationships with frequent customers.

  • All staff can easily access relevant customer information. From the doorman to the restaurant staff.
  • Use tiered membership structures for digital marketing campaigns
  • Easy re-assignment of VIP relationships during staff turnover/hiring

PRE:MIND is your link between online and offline customer interactions, helping your brand to deliver a seamless customer journey/experience and staying memorable in the minds of your guests.

Exceed guest expectations

Good hotels deliver good customer experiences, but great hotels turn experiences into memorable ones. Great hotels are always one step ahead of the game, thinking about how they can not only meet, but exceed, their guests’ expectations.

While this is a very worthwhile goal, it’s also difficult to do because travelling guests are not in the same place for long, and they are often first-time visitors so local knowledge of their personality, preferences, or tastes is scarce or non-existent.

The solution

What is needed is a way of cultivating tourist customer relationships as deeply as local ones. Thankfully, PRE:MIND’s technology solution provides sales and customer service associates with a powerful cloud solution to build relationships with tourists. What’s more, for the 20% of travelling customers that generate roughly 80% of the revenue, PRE:MIND helps the brands personnel to cultivate a human connections no matter the location.

  • Customers are greeted by name at the door ready to be served!
  • Advance knowledge of purchase history, wish lists, and personal preferences to match products to demand and trigger sales
  • Permissions and sharing of customer profiles between venues
  • Re-assignment of VIP relationships during staff turnover/hiring
  • Use tiered membership structures for digital marketing campaigns
  • Record soft information on clients such as hometown, anniversary, spouses, and social media mentions of your brand
  • Data analytics such as duration of visit, movement between customer touch-points (e.g., lobby, executive lounge, food outlets, leisure attractions), visits that don’t convert into sales or translate into meaningful interactions.

Sample Benefits

Improve internal communication: hospitality is a bustling playground, with employees actively engaging guests and anticipating their needs. PRE:MIND's chat capability between venues offers a platform for employees to keep track of each other's needs, improving communication and delivering more memorable and extraordinary guest experiences.

Maximize up-selling opportunities: having real-time access to your customer's journey, their buying patterns, preferences and past behavior gives front-line staff increased opportunities to up-sell the hotel's products and services.

Business networking: PRE:MIND is currently working on an add-on feature which will allow your guests to connect with each other in the venues of your property, based on their professional interests. Building valuable connections is memorable, and your hotel can be an ecosystem that helps and empowers guests to develop their businesses.

Benefits of personalised experiences

The reality is that loyal customer retention rates fluctuate between 40-55% and loyal customers spend up to 167% more than a new customer. This means that losing a single loyal customer is a 400-700% loss on investment!

Instead of slowly fading away like the dozens of buzzwords that came before it, the term “personalization” seems to have done just the opposite. It’s become a key pillar of customer strategy. Why has personalization become such a big deal in hospitality? Where is the industry headed?

According to the World Tourism Organization (2013), luxury tourists represent 3% of tourists travelling globally and their spending represents 25% of all international travel revenue. Moreover, according to the International Luxury Travel Market (2011), these tourists spend eight times more daily.

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