Hotel type: Group (part of Megaworld Co., Ltd.)
Solutions used: Revinate Marketing, Revinate Guest Feedback
Region: Asia Pacific
Goal: Increase direct bookings via email channels.
Strategy: Leverage your guest database to personalize your emails.
Results: Since 2020, direct booking revenue from email marketing has exceeded P18 million.
meet customers
“Revinate is a key tool for maintaining meaningful connections with past guests and generating repeat business.”
Jamie Cuarentas
Head of Digital Marketing, Belmont Hotel Manila
brand
Belmont Hotel Manila is a 4-star hotel strategically located in Manila's famous entertainment destination, Newport City, across from the airport and NAIA Terminal 3. A 'home away from home' for domestic and international business and leisure travelers seeking convenience, security and consistently excellent service. Belmont Hotel Manila is proud to be a local brand that is part of Megaworld Hotels & Resorts, which is one of the largest hospitality chains in the Philippines.
challenge
In 2020, Belmont Hotel Manila's marketing team realized they were not keeping up with their digital transformation goals. Every time I contacted past guests, I had to manually export the list from the PMS and carefully check for duplicates and future guests before sending the email. The list building and email creation process was manual and very time-consuming, so emails were typically generic in nature with little personalization. As a result, engagement was low and sending was sporadic.
The situation was similar to the challenges Belmont Hotel Manila faced nearly a decade ago when it came to collecting and responding to guest feedback. The hotel did not have the right technology platform in place to aggregate, analyze, and act on guest feedback.
In 2015, the company turned to Revinate Guest Feedback to automate the process of requesting, responding to, and leveraging guest feedback to drive new bookings and improve the guest experience. The investment paid off, so they reached out to Revinate again to help with email marketing.
solution
Once Revinate Marketing was implemented at the hotel, staff now had access to all guest data in one place. By understanding guest loyalty and preferences, your team can recognize returning guests at check-in and ensure a personalized stay experience.
Access to guest data has revolutionized marketing strategies. Once limited to general promotional emails, marketing teams can now easily segment their database and send personalized communications to guests, especially around holidays. In the latest campaign (pictured to the right), the property has more than 293 rooms. These one-off inspirational campaigns have garnered an average open rate of 31% and contributed significant revenue, so much so that email marketing is now the primary direct booking marketing channel.
Integration with Revinate Guest Feedback allows all guests who check out to receive a survey request via post-stay email. Jayme Cuarentas, head of digital marketing, said: “After a guest fills out a survey, Revinate seamlessly directs them to a specific online platform to increase awareness of our hotel. In addition, feedback from Revinate's guests has revolutionized the way it evaluates and enhances its facilities and operations, resulting in significantly improved quality of service and ultimately The guest experience has improved.”
result
Revinate Guest Feedback has been an essential platform for monitoring important feedback for years, helping teams understand and improve the guest experience. Now, with the addition of Revinate Marketing, it has also become an important source of revenue for Belmont Hotel Manila.
Jayme said: “Since starting Revinate Marketing, hotels have been able to generate more than 18 million pesos in revenue through direct bookings, and this year alone he has made nearly 8 million pesos. It's an important tool for maintaining meaningful connections and generating repeat business.”
About Revinate
Revinate allows hoteliers to connect directly with their guests.
Our guest data platform and communications solutions generate revenue for hoteliers and enable them to manage the entire guest experience from initial research, booking, check-in, during their stay, and even after check-out through their preferred communication channel. will do so. Voice, text, email, web, etc.
Over 12,000 hotels around the world rely on Revinate to directly drive revenue and deliver a delightful guest experience.
Let's hear how they do it. Visit our website to get a demo.
Sanjana Chapali
Vice President of Brand Marketing and Communications
Rinate Co., Ltd.
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