SevenRooms can now share check-level F&B data to CRMs in real time with Hapi Guest for Salesforce, allowing Crystalbrook Collection to offer a 360-degree personalized guest journey that includes their dining experiences
NEW YORK (March 23, 2023) – Crystalbrook Collection Hotels & Resorts, a group of eight luxury properties along the east coast of Australia, has turned to Hapi to connect several guest data sources and help develop 360-degree insights and personalized guest experiences in Salesforce.
Through a new integration with SevenRooms, a global guest experience and retention platform for the hospitality industry, Hapi is combining and normalizing insightful Food and Beverage data from 16 restaurants and bars across Crystalbrook’s portfolio, alongside guest data from their accommodation PMS platform. This information is delivered to Salesforce through a single data stream, unlocking the ability for Crystalbrook to create personalized F&B offers, targeted messages and enhance their holistic guest experiences.
“We wanted to understand how our customers are dining in our restaurants and bars, and merge that information with their accommodation profiles, so we know our customer from a 360-degree point of view,” said Joe Dwyer, Group IT Director at Crystalbrook. “This data helps us fully understand a guest’s lifetime value, and opens the door for Crystalbrook to provide personalized offers and experiences designed to drive loyalty.”
Through the new Hapi-SevenRooms integration, hoteliers now have the ability to transform their guest experiences by building single guest profiles with data from across their properties, and implementing personalized customer journeys that connect with, and retain, customers.
By tightly integrating the F&B program with the hotel, operators will see greater efficiencies, increased revenue, and a better guest experience. In the Marketing department, combining profiles and preferences from the dining outlets and the hotel systems provides much more guest data to create true personalized offers.
Now, guest data from the restaurants can be shared with Salesforce Marketing Cloud to power automated marketing campaigns. For example, hotels can automatically target return guests with personalized offers based on their past dining history, stay history, or timely events, such as an anniversary or birthday.
“By adding their restaurant data into Salesforce alongside their hotel data, hotels now know more about their guests than ever before and can provide personalized touches across the entire guest journey,” said Luis Segredo, Hapi CEO.
“We’re excited to partner with Hapi to provide hoteliers with the deep customer insights they need in order to continue enhancing the guest experience for consumers,” said Brent-Stig Kraus, CRO at SevenRooms. “The ability to own and leverage guest data will not only help hoteliers increase profitability, but also support them in building direct guest relationships, driving repeat business, and delivering exceptional experiences.”
Hapi is a disruptive Cloud Data Hub that exposes event streams and transactional APIs from hotel systems at scale, designed to solve the hospitality industry’s data management challenges while addressing high integration costs. Developed by hotel technology innovators, the secure, scalable, cloud-based data streaming platform is based on an open model, to which multiple layers of encryption, authentication and governance are added. With team members in 15 countries, Hapi now serves 6,300 hotels globally, including IHG Hotels & Resorts, Sonesta Hotels, Accor, Hyatt Hotels, Rosewood Hotels, Margaritaville and Four Seasons Hotels & Resorts. Visit Hapi at www.hapicloud.io
About Crystalbrook Collection
Crystalbrook Collection Hotels & Resorts is one of Australia’s leading sustainable and innovative independent hospitality companies. Each hotel in the portfolio carries an authentic expression of its location, a passion for responsible luxury, considered design and a twinkle of fun for a uniquely enriching experience.
Crystalbrook’s portfolio includes eight luxury hotels and resorts along the east coast of Australia, sixteen restaurants and bars, three spas, and the Crystalbrook Superyacht Marina in Port Douglas. Responsible Luxury and sustainability are at the forefront of the way Crystalbrook thinks and operates.
Crystalbrook Collection is part of Ghassan Aboud Group, promoted by international entrepreneur and philanthropist Ghassan Aboud. The group is a multi-business conglomerate engaged in automobiles, real estate, hospitality, FMCG, food, retail, bespoke catering, media and logistics. In business for more than two decades, the group operates from its global headquarters in the United Arab Emirates with offices in Australia, Belgium, Jordan and Turkey. www.crystalbrookcollection.com
SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation and marketing automation. Founded in 2011 and venture-backed by Amazon, Comcast Ventures, PSG and Highgate Ventures, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: MGM Resorts International, Mandarin Oriental Hotel Group, The Cosmopolitan of Las Vegas, Wynn Resorts, Jumeirah Group, Wolfgang Puck, Michael Mina, Bloomin’ Brands, Giordano’s, LDV Hospitality, Zuma, Australian Venue Company, Altamarea Group, AELTC, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf. www.sevenrooms.com