Cendyn Hospitality Cloud
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A few of our customers
From luxury resorts, management companies, hotel casinos to large chains and brands, Cendyn works with tens of thousands of hoteliers across the globe
When Newport first began working with Cendyn in 2014, they needed a reservations system solution that would allow them to overcome complicated manual systems and effectively consolidate services.
When Alex Molgora (the hotel’s Director of Revenue Management) began at the property, the Newport Hotel had no technology in place to handle reservations. Instead, the existing hotel website consisted of a single landing page where customers could send email queries about booking a stay. Reservations were then handled manually. So Alex needed to create an entire IT infrastructure that would increase bookings, streamline the reservations process and provide more clarity and control over guest data to grow overall revenue.
While Newport Hotel began working with Cendyn in 2014, Alex and his team made the decision to consolidate their technology services in 2017/18. Reason being, they had different vendors for marketing, the website, and marketing metrics at the time. The goal was to mirror the brand structure of having all relevant services and platforms under one umbrella. This was the catalyst for the hotel moving its website, CRS and marketing over to Cendyn.
Implementing the Pegasus CRS (now part of Cendyn) and booking engine solutions helped Newport Hotel analyze and leverage their data to better understand their guests, drive direct bookings, and increase their ADR. A large part of that success was utilizing Cendyn’s cloud-based reservations solution with superior merchandising and dynamic pricing rules, as well as Cendyn’s highly-visual interactive reporting tools.
Golden Nugget was looking for a complete solution to meet the overwhelming reservations demand coming through on the phone. Without the staff to handle the influx, they needed a way to automate the call booking process without compromising on the guest experience.
With 87% of these calls fully automated, Golden Nugget was confident that the combination of Cendyn’s web application and PolyAI voice assistant could handle their most complex call type – reservations.
Although online booking is available, 70% of Golden Nugget hotel room reservations are made over the phone. Each reservation takes around 4-5 minutes and requires:
- Loyalty member or guest details
- Room type
- Number of people
The combination of PolyAI and Cendyn was selected by Golden Nugget for its human-like voice assistant and seamless, integrated reservation technology. While the AI was not designed to replace their call center or PBX teams entirely, it significantly reduced the volume of reps needed and wait time for guests and allowed those employees to give their full attention to more complex reservations or other operational needs while the voice assistant answered questions about when the pool opens, restaurant hours and so on.
Reservation calls are complex with broad variability, with 15 different room types available, different levels of loyalty club membership, and availability. The voice assistant guides customers through the booking process in a way that feels natural and friendly but still follows business logic.
CPH Hotels was looking for a solution that offers flexibility, scalability, security, and support in managing their rates and inventory. They needed a platform to provide a central source of truth for rates that would allow them to be competitive in their market.
Implementing the Pegasus CRS solution helped CPH Hotels optimize demand across global distribution channels, drive direct bookings and increase their ADR. A large part of that success was utilizing Cendyn’s cloud-based reservations solution with robust connectivity and rate management tool.
Rotana has a hugely popular Rotana Rewards Loyalty programme. It was extremely important to acquire new members instantly during the booking process with ease and convenience to them. Rotana also required that existing members have access to their own member portal on the IBE where they can enjoy preferred dynamic rates when booking and contribute their redeemed points for payment.
Rotana partnered with Cendyn in 2019 to leverage their CRS and Booking Engine. Rotana now has a member portal and IBE that integrates seamlessly with their loyalty program and loyalty app with all the functionality that they were looking for. Their Corporate Bookers have also benefited from Rotana eConnect; a user access controlled booking engine for contracted rate bookings.
ONYX is known for having its finger on the pulse when it comes to customer relationship management, or CRM, for which they use Cendyn’s CRM platform. The hospitality group has a thriving loyalty program, managed by Cendyn, with some of their hotels attracting 85% of their guests to respective memberships.
ONYX also leverages the tight integration between Cendyn and Oaky so their upselling efforts have sky-rocketed since launch “it is a testament to the fact that guests are appreciating the opportunity to customize their stay beforehand.”
They maintain a healthy ROI of over 8X across all properties in their portfolio, with their best performing non-city hotel, Amari Havodda Maldives, earning an average of $53.29 in incremental revenue per email sent. This hotel also happens to bring in impressive email open rates and click through, with 83.57% and 71.07% respectively.
“Cendyn has gone above and beyond our expectations. From the program to the support to the team, everyone is so quick to get back to us with resolutions for any issues we have. Communication was great throughout the entire onboarding process and the on-site training was fabulous. The Cendyn team didn’t just provide solutions, they gave us a true education,” said Sarah DeVeau, Director of Guest Services, Coeur d’Alene Resort
Despite the effects of the pandemic, Coeur d’Alene Resort still saw positive growth in 2020:
- Transient revenue as of October 2020 is up by 60% YOY
- Total revenue in August 2020 was up 9.6% and up 7.4% September YOY
Treasury on Collins, an apartment hotel in Melbourne Australia, was able to see a big shift in direct bookings and improve their online reputation using Guestfolio CRM. Currently sitting at number 1 on TripAdvisor in Melbourne, Quynh Nguyen, Direct Marketing Specialist at Treasury on Collins, explains the results they saw:
“Over the past 12 months, since using Guestfolio CRM, we’ve seen a massive shift in direct bookings; we’re paying less commission and in turn driving more return for the business.”
“We’ve been consistently ranked in the top 5 of 162 hotels in Melbourne on TripAdvisor and this boost has not just improved our visibility on TripAdvisor, but also improved our direct booking message through guest reviews.”
Embassy Suites by Hilton LAX North (managed by Interstate Hotels & Resorts), hosts a constant rotation of meetings and events. Offering a close drive to the beach and downtown, as well as a robot butler named “Winnie,” the 220-room Los Angeles hotel caters to a diverse mix of clients, including corporate, sports, military and religious groups.
“I love eProposal,” said Katrina Banzon, Complex Director of Sales for Embassy Suites by Hilton LAX North. “I recommend it to hoteliers and event planners responding to RFPs. It saves time and gives you the competitive edge.”
“Having all our emails beautifully branded to match our website and brand voice has helped us communicate with the guest so they know all our emails are coming directly from us,” said Tracey Hewitson, Assistant General Manager at The Ampersand in London, UK.
“The pre-arrival survey has allowed us to have more information prior to the guest arriving and make sure their stay is tailored to exactly what they want it to be. This has helped especially with guests booking through OTAs as from their booking alone it’s difficult to ascertain what guests want. Having the pre-arrival survey is an additional touch base for guests and that gives us more information.”
Lindner Hotels wanted to integrate the ORM platform TrustYou into their CRM in order to improve operational processes, increase guest survey responses, and incorporate survey results into customer segmentation within the CRM, which would allow them to further personalize guest communication.
As a result of the 2-way integration with TrustYou, survey results are available within the CRM’s Guest Profiles and are included in arrival reports. This enables the entire team to be aware of the guest’s previous experiences so they can improve the guest’s stay.
The team saw a 27% increase in reviews completed and an increase of 22% with their email open rates due to personalization.
Tschuggen Hotel Group wanted to integrate pre-payment and credit card authorization into automated guest communication in order to simplify the process for guests and reduce manual processes for hotel employees while ensuring a PCI compliant environment. Sensitive payment data does not need to be handled by the hotel anymore, and PCI and charge-back risks as well as error-prone manual tasks are eliminated. They saw immediate results:
- 100% elimination of manual input errors
- 5% decrease in payment loss (trending upwards)
- 5 min of time saving per payment transaction
Roomzzz Aparthotels, a hotel brand specializing in luxury aparthotels across the United Kingdom, successfully integrated Cendyn and Avvio’s technology to power their loyalty program – Perkzzz.
One key pillar of the Roomzzz loyalty strategy was to offer member rates to drive revenue and repeat bookings amongst their loyal guests. Connecting Cendyn’s eLoyalty platform with the Avvio booking engine enabled them to do just that. Roomzzz is now able to benefit from a simplified and centralized loyalty program across their entire enterprise.
“We’re excited about the opportunity to work with Cendyn and Avvio together. The integration between the two hospitality leaders will enable us deliver a personalized loyalty experience for every guest and provide that unique offering for our loyal guests,” said Robert Alley, Chief Operating Officer at Roomzzz.
The Pilgrm chose Cendyn’s eInsight CRM to build and organize their guest profiles in one central location and to create dynamic transactional emails and other messages for each audience. The Pilgrm also utilized Cendyn’s Digital Marketing services across all channels. Using guest insights from the CRM along with Cendyn’s experts in search and content marketing, the hotel saw major gains in both bookings and total revenue:
- 134% YoY increase in bookings and 159% increase in revenue
- Increase in ADR by 25%
- 19:1 Return on advertising spend (ROAS)
- An increase in database size of over 20,000 people
Campbell’s Resort needed an automated revenue management solution that could provide the business intelligence required to set rates optimally. They decided to implement Cendyn’s Guestrev and Revintel to automate revenue management processes, better analyze guest value and, gain insight on how to best price their hotel.
“It was a great experience, from beginning to end. Navigation is simple, and the learning curve is easy. With Revintel, we can pull up market segments and see which day of the week is busiest or which company has done the most business with us.” Libby Stowe, Revenue manager Campbell’s Resort Cendyn products in this case study.
In 2006, Borgata was among the majority group of casino hotels that offered two types of rates: comps for highly rated players, and rack rates for all other guests. From the very moment John Forelli was named Vice President Information Technology at Borgata in June 2006, the University of Rhode Island MBA alumnus recalls “wanting something different, something more powerful, more sophisticated, more scientific.
“Cendyn’s system not only ensures we offer the right rates and comps based on a guest’s total value, it also makes this information readily available to all distribution channels. For our call center operators, little to no training is involved and they spend much less time on each call,” said John Forell, Vice President Information Technology The Borgata Hotel.
CoralTree came to Cendyn looking for a business intelligence tool to help the management company make faster and better-informed revenue decisions across its fleet of properties. The solution needed to provide all of CoralTree’s stakeholders with the information they need – when and how they wanted to see it. With Revintel, CoralTree gained an automated BI solution that quickly analyzed data across systems, including property management systems (reflecting data from their CRS, sales and catering platforms) and uploaded external sources.
“Utilizing revintel’s robust library of reports we have been able to create very detailed analytics which has allowed us to gain invaluable insight into demand trends in our market. This information has led to smarter marketing spend, greater reservation conversion and increased revenue capture.”
Hotel Granduca offers one of a kind luxury experiences, breathtaking vistas and panoramic views of Austin. Based on a Tuscan villa concept, the property boasts 194 rooms sitting atop a hillside oasis. The Italian inspired property and one of the “Leading Hotels of the World” is just minutes from downtown Austin’s vibrant entertainment and cultural district.
“With Cendyn, we see direct, bottom line improvement to our CRM efforts and ability to nurture a repeat client base,” said Ray DeJohn, Director of Sales & Marketing for Hotel Granduca Austin.
Being No.1 on TripAdvisor in Canberra, their guests, understandably, have high expectations, Justin Bisa, Guest Experience Manager at East Hotel explains “Trying to meet the needs of all the guests can be a challenge” so using technology to help support their high influx of requests and expectations was needed. “We are locally owned and operated so our aim is to make it personal with every guest. We’re lucky that our owner sits with us in the back office, so we are able to make decisions quickly. But of course, providing such a personal experience with our guests comes with its challenges.”
“With CRM we are able to engage with guests before, during and after their stay. It helps us retain more bookings in the future and maintains our personal approach to all our guests.”
The Set Hotels are a beautiful group of modern grand hotels located in London, Amsterdam and Paris. Filmed at The Conservatorium, Amsterdam we spoke to Martijn van Eijk, Director of Guest Loyalty & Retention at The Set Hotels to see how they use Cendyn’s CRM platform to drive loyalty at their hotels and build unique relationships with all their guests.
Mohegan Gaming & Entertainment, is one of the world’s most amazing destinations with some of New England’s finest dining, hotel accommodations, retail shopping, live entertainment and sporting events. We spoke to John Washko, VP Expo & Convention Sales at Mohegan Sun to see how Cendyn helped the resort capture the meetings and events market and compete effectively against the mega-resorts in Las Vegas.
Benchmark Resorts and Hotels is an independent, privately held yet globally recognized resort, hotel, and conference center management company. We spoke with Julie Walsh, Area Director of Revenue for Benchmark Global Hospitality to see how they use Cendyn’s Guestrev and Revintel to monitor total profit management.
Situated on oceanfront Collins Avenue in the heart of Millionaire’s Row, Fontainebleau Miami Beach is one of the most historically and architecturally significant hotels on Miami Beach. We sat down with Josh Herman the Executive Director of Marketing at The Fontainebleau Hotel to see how Cendyn’s eInsight CRM and digital marketing helps find the type of guest that can take advantage of everything the property has to offer.
The OHM brand has four properties each with a one-of-a-kind ambience and style, designed to enhance every aspect of a guest’s experience by reflecting the location’s culture, history and geography. We said down with Mary Arcuri, Group Director of Reservations & Revenue at OHM Collection to see how Cendyn’s Revenue Cloud integrated with their systems already in place to simplify forecasting and reporting.
Like countless other casino resorts, SGC went through numerous challenges resulting from the pandemic. As the pandemic took hold across the globe, the Seneca Nation decided to close its three casino properties on March 16th 2020.
“From the implementation to the re-opening to now, we’ve seen a significant increase from where we were a year ago. We weren’t expecting that amount of growth and anticipated a much slower start once we reopened, so it really speaks to what’s possible when you have the right strategy, systems, and team in place.”
“Strategically, we had to look at both short- and long-term forecasting with Guestrev and adjust that to the current market demands without any historical data to work from. The industry knowledge I received from the Cendyn team steered us well. Only a month or two after re-opening, we began to see a great response from the systems we put in place as well as positive responses from our customers. We originally re-opened in mid-July, and by August/September, were back to a really solid position. From a revenue management perspective, we’ve seen very responsive numbers based on the strategy we implemented in June with the recommendations from the Cendyn team. It’s been an upward trajectory ever since,” said Corey Stanley – Director of Revenue Management, Seneca Gaming
In addition to an overall loss of revenue due to the pandemic, Foxwoods was looking for a way to better identify and prioritize high value guests while cutting down on cancellations. In the past, determining the value of each guest was based off data from three months prior – so the information was already outdated by the time anyone could look at it. As a result, demand and occupancy became muddled as previous guests would wait for the promo offers to book. This approach also resulted in numerous cancellations, as people would pre-emptively book to lock in a promo rate, then cancel later on.
Despite closures and restrictions throughout the pandemic, and with the help of Cendyn’s Guestrev, Foxwoods was able to produce 70% of the prior year’s revenue with just 50% of the volume.
The Cosmopolitan of Las Vegas is a luxury resort in the heart of the Las Vegas Strip. We sat down with Colleen Birch, Senior Vice President, Revenue Optimization at the Cosmopolitan of Las Vegas to discus how they use Grouprev to optimize group pricing at their resort.
“We used Rainmaker’s system to accurately calculate the inventory needed to address the forecasted lodger demand for our expansion, and we nailed it,” said Wiggins. “The new 532-room, 21-story tower nearly doubled our room count and we now average 95% occupancy with a total internal revenue increase of approximately 45%. We never would have expanded to this size without the data from Rainmaker’s system,” said Jeremiah Wiggins, the property’s director of planning and analysis.
Hotel Trader, an innovative new platform from Pegasus CRS, offers simple and highly scalable managed B2B distribution to a network of global and regional channels generating a collective $50 billion annually in demand. The fully integrated and automated platform allows Pegasus CRS customers to connect to a network of demand partners in less than 10 minutes.
“Hotel Trader has created extraordinary value during COVID-19 by allowing us to access domestic B2B distribution in the short term and supporting the long-term outlook with international demand for 2021,” says Ankur Randev, Chief Commercial Officer of Highgate Hotels. “Speed to market, agility and automation was not how we would describe B2B distribution in the past. We are excited for this partnership with Hotel Trader for B2B distribution of the future.”
The Jumeirah Group is world-renowned for their luxurious hotels located throughout the Middle East, Europe, and Asia-Pacific regions. Although the brand is home to some of the most beautiful hotels, covering 24 properties in eight countries, there is fierce competition globally. With Cendyn’s CRM, Jumeirah Group has harnessed new solutions to master marketing automation and guest intelligence:
- Increased average spend per stay by 93%
- Doubled average stay nights from 1.6 to 3.1
- 45% email open rate on average
In The News
Miraggio Thermal Resort selects Cendyn’s new integrated Sales and Marketing platform
The Greece-based luxury resort has chosen Cendyn’s streamlined technology and services ecosystem to generate demand, build their pipeline, enhance guest satisfaction and drive loyalty