How we aim to deliver an exceptional business travel guest experience...
From the moment our guests make a reservation, our sophisticated eCRM, powered by ZDirect and installed at all our properties - takes over, engaging guests at all the critical key touch points before, during and after their stay
From customised confirmation letters to our dynamic electronic and mobile concierge platform, to post stay electronic surveys, welcome back offers and eNewsletters, we provide our guests with a total solution for complete hotel guest engagement
By providing valuable insight into guest behaviour, demographics and feedback, our CRM helps us to make the right, smart business decision to increase guest satisfaction, reward loyalty as well as assisting us in benchmarking our customer service performance against our key competitors
We have always listened to our customers and responded to their needs, but the CRM takes this engagement to a totally new level and also eliminates time lags between feedback and action. Furthermore, we are able to successfully segment, recognise and therefore proactively respond to and manage the different needs of business and leisure travellers
When we combine our aggressive CRM strategy with our reputation management approach, and the fact that we are unique amongst our competitors in all our destinations in providing websites purely addressing the needs of business travellers, we believe we have a winning formula to ensure outstanding business traveller experience. We also recognise that business travellers often spend many nights away from home and need to be comfortable
We also pride ourselves in our individuality and independence, which allows us to provide a refreshing guest experience free from the shackles and standardisation of the big town and city chain hotels