RIGHT MESSAGE, RIGHT GUESTS, RIGHT TIME - TIME AFTER TIME

A comprehensive solution for managing guest relationships
GMS is an all-inclusive, highly cost-effective way to manage day-to-day customer relationship marketing. It integrates database management, e-communications, web-based tools and interfaces, and personalized email account management services to provide one complete view of your guests. Designed to support operational and marketing departments, GMS maximizes return on investment (ROI) on two of your most valued assets—your guests satisfaction and your data.

GMS can help you address such key questions as these:

• What does our guest database look like based on Recency-Frequency-Monetary (RFM)?
• How did our last major email marketing campaign perform?
• What are our top feeder markets for leisure weekend business, both peek and off-season?
• What is the demographic profile of our top leisure guests?
• Can we create a list of email addresses for an e-blast that promotes our holiday season weekend getaways?

The value of Guest Management Solutions
Building and effectively managing guest relationships hinges on a complete and accurate view of your guests. In seeing guests from a “360 perspective,” you can design, develop, and deliver programs that: maximize lifetime value, build guest loyalty and drive high-performance marketing.

With TRAVELCLICK’s integrated database, you can support the applications that drive critical activities, including GRM, marketing, sales, revenue management, and decision-making based on business intelligence. We manage your guest databases by importing guest records from your property management system, sales and catering system, as well as other third-party sources. Once this information is in the system, we work with you to create segmented sublists, enabling the delivery of specific messaging to a highly targeted audience—with pinpoint accuracy. Our email marketing experts will manage the entire process from beginning to end.

Guest Management Solutions - Optional Add-Ons

Event-Driven E-Letters
Design and deploy a library of email letters for automated delivery including confirmation letters, cancellation letters, pre-arrival letters, and departure “thank you” letters. These event-driven letters will be customized to meet your specifications and be deployed on an automated, event-driven basis.

E-Mail Campaign Management
Design and deploy HTML content for E-Mail marketing campaigns; select guests meeting target criteria and deploy the right message, at the right time, to the right audience.

Web-Based Arrivals Reporting
Following night audit your email database will be updated for scheduled arrivals. We then provide a web-based application for your end users – available on a 24/7 basis – to produce complete profiles (i.e., Arrivals Reports) of guests meeting selection criteria scheduled to arrive on a given date, including VIP's, repeat guests, guest requests, etc.

Online Guest Satisfaction Comment Card Tracking
Design an online guest satisfaction comment card survey. Each departing guest receiving a departure “thank you” email letter will be invited to access the survey through a link in the E-letter. We compile survey data on a daily basis, make the survey data accessible to end users via the web, and send automated alerts to designated staff members for follow-up with guests whose ratings met established criteria. We will integrate survey data into the guest’s profile and make the data available in the Arrivals Reporting.