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Blog
5 minutes with Melissa Trottier
As Guestfolio Customer Success Manager, Melissa focuses on helping clients realize the full potential of Guestfolio.
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What’s on your iPhone with Morgan Mildren
Meet Morgan Mildren – Cendyn’s Senior Account Coordinator.
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What’s on your iPhone with David Bowman
Cendyn's Director of Sales & Strategy is a lot of fun around the holiday season.
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Measuring your success in 2019
By knowing which metrics to track, hotels can actively understand how inputs reflect outputs, make Capital Expenditure decisions more effectively, empower staff with meaningful data, and incentivize behaviors that improve the health of the business.
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16 things I learned working at Cendyn
From intern to full-time staffer, hear Abby’s 1st hand account of learning the ropes of hospitality in this blog series.
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5 minutes with Ryan M. Brough
Based in Sacramento, Ryan is on a mission to help hotels achieve their goals.
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Meet John Harker: Director of Sales-NorthEast
John Harker is Cendyn's Director of Sales for the NorthEast.
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The best email campaigns of 2018
We’re delighted to share with you this year the very best campaigns of 2018! Each email was carefully selected based on email design, click through rate, open rate, segmentation and revenue generated.
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Meet Cendyn Privacy & Security Officer Denise Barker
Denise Barker is Cendyn's Security Offcer who has been in hospitality for 25 years and the technology industry for 13 years.
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6 ways to woo & win groups & catering
Creating a more efficient way to win business is arguably where technology has had the biggest impact on group sales and catering.
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Sizing the value of group business for your hotel
The cost of servicing different types of groups is different, as is the potential profitability for your hotel.
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5 minutes with Satria Pinandhita
Meet Satria, our Regional Director of Sales based in Singapore - he LOVES travel, the hospitality space and Texas Hold 'Em poker!
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(Almost) everything starts with a search.
Research is second nature to consumers - people are searching for reviews, locations and prices across multiple devices around the clock.
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5 minutes with Claire Boys
Meet Claire Boys - Cendyn's EMEA Account Mananger who always gets the job done working clients by adding an element of fun.
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5 minutes with Stefan Crespo-Donaire
Meet Stefan Crespo-Donaire - Cendyn's CRM Project Manager who has traveled to 7 different countries in 1 year to work on various projects.
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Product updates: November 2018
A number of exciting new features have been launched this month for our eInsight CRM, eUpgrade, and eLoyalty products.
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Making personalization work in the real world
Hear about three hotels experiences about personalization and see how it's helping them run a stronger hospitality organization.
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CRM for the modern hotel marketer
We were delighted when our partners, Welcome Systems, invited us to join them for the October issue of their podcast.
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What’s on your iPhone with Abby Lennon
Meet our CRM Senior Project Coordinator Abby Lennon and see what she reveals on her iPhone!
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Travel chat with CRM Project Coordinator Brennen Leon
Meet Cendyn CRM Project Coordinator Brennen Leon in this week's installment of Travel Chat!
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Shifting away from the PMS as the data warehouse
Traditionally, the PMS has been considered the primary hub of hotel operations.
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Ace your hotel RFP response process
In the hotel industry an RFP, or request for proposal, is a means for planners to clearly define all the specific needs and wants they have for an event or activity.
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Personalize the hotel guest experience
We're delighted to bring you a blog post by our friends and partners at Welcome Systems.
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The personalized user experience
As each hotel guest moves through their journey, there are multiple touch points that can be personalized at an individual level in an automated fashion.
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Meet the team – Angie Teo
Angie Teo is our Senior CRM Project Manager - based in Singapore, she works alongside our ever-growing team in Asia-Pacific.
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What’s on your iPhone? Jill Cully
Today, our Vice President of Sales-Americas reveals what's on her iPhone.
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Aggregating your hotel data with CRM
Challenges arise out of the evolution of technology in hotels, new tools have been developed piecemeal over the years, some as standalone applications, others as add-ons meaning data systems are disparate and unable to speak to each other.
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How to reach hotel seekers in your city
Amy is looking for reasons to believe your hotel is the best property for the experience she wants in Nashville, but what is really being done to influence key milestones in her purchasing decision in the search and discovery phase?
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Understanding the Millennial Meeting Planner
Have you thought about how many of the meeting planners you’re working with are millennials and how that will require you to adapt your current processes?
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Master the art of relationships to win group business for your hotel
If you’re a hotelier responsible for securing groups and events, your relationships with planners, the gatekeepers of those experiences, matter to the highest degree.
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Cendyn featured in 2018 Hospitality Technology Study
Cendyn's SVP of Global Marketing + Business Development Michael Bennett responded to some of these key insights, offering his knowledge and Cendyn perspectives on topics in the study.
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Guest Relations Manager guide to hotel CRM
In this article, we take a look at the important role the Guest Relations Manager plays when it comes to CRM.
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Meet the team – Keith Povah
Meet our Guestfolio Sales Manager - Keith Povah who is based in the UK.
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Engage with your most valuable guests
Building a relationship with your guests is the cornerstone of hospitality, but creating loyal, advocates of your brand requires a step beyond that.
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Travel chat with Jill Cully
Our Vice President of Sales-Americas is a beach girl at heart and never naps on a plane.
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Mapping personalization to profits in the guest journey
Through the guest journey, travelers interact with a myriad of different systems, but historically, those systems would not talk to each other.
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Pacific Crest Santa Barbara success story
Our customer Pacific Crest Santa Barbara shows how using a combination of CRM and great customer service can impact a hotel's TripAdvisor ranking.
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Front Office Manager’s guide to CRM
In this article, we take a look at the important role the Front Office Manager plays when it comes to CRM.
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Meet the team – Michael Marchand
Get to know the people behind Cendyn - this week we speak to Michael Marchand, Regional Sales Director EMEA.
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Cendyn partners with Hedgehog for marketing personalization
Cendyn is proud to announce a new partnership with digital consultancy firm Hedgehog to integrate Cendyn’s eInsight customer relationship management (CRM) solution with Sitecore content management system (CMS) to deliver powerful personalized digital experiences.
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General Manager’s guide to CRM
In this article, we take a look at the important role the General Manager plays when it comes to CRM.
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Meet the team – Felix Dreizehnter
Get to know the people behind Cendyn - this week, meet our Account Manager, Felix Dreizehnter in EMEA.
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Drive revenue throughout the guest journey
We can’t escape the topic of AI today - in a world of big data and personalization, it’s shaping how we approach everything in the hospitality industry.
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Meet the team – Ashleigh Reynolds
Meet Ashleigh Reynolds, CRM Product Service Coordinator EMEA based in Manchester UK.
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Happy Mother’s Day, from Cendyn!
Today is Mother’s Day! To celebrate, we asked our employees to give thanks to their Moms for the positive impact made in their lives.
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Preparing your hotel for GDPR
At Cendyn we’ve been working hard to ensure that we are prepared for the upcoming General Data Protection Regulation (GDPR) legislation, and in turn, ensure you are prepared too.
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Create promoters of your brand
We know that the Net Promoter Score has a positive correlation to a hotel’s TripAdvisor rating.
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Revenue Manager’s guide to CRM
In this article, we take a look at the important role the Revenue Manager plays when it comes to CRM.
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Segmentation & the guest journey pt 2
In the second part of our blog series with Triptease, we’re exploring the value of segmentation throughout the travel journey - specifically how to segment your marketing after the guest makes a booking.
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Segmentation & the guest journey pt 1
In the first part of our blog series with Triptease, we explore the value of segmentation throughout the travel journey, starting with before the guest makes a booking.
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Loyalty spotlight China
Take a deep dive into the mindset of travelers from China - what are their expectations when it comes to loyalty and brand advocacy?
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Hit the OTAs with a rebound: 5 direct booking strategies for hotels
Love them or hate them, the OTAs are here to stay.
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NPS & TripAdivsor Rating
In this article, we look at the results and see how hoteliers can maximize the relationship between NPS and TripAdvisor.
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Drive direct bookings with hotel CRM
In this article we suggest some effective ways of turning these unknown guests into loyal brand, and net promotors who will recommend to their friends and family and likely book directly in the future.
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Get to know your guests with guest profiles
By compiling data and learning guest behavior over time, OTAs have a competitive advantage over hotels when it comes to guest profiles.
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Enhancing loyalty: spotlight Japan
Japan has long been one of Asia’s most mature travel markets, in terms of both domestic and outbound tourism.
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A hotel marketer’s guide to CRM
Learn more about the role the Marketing Manager plays when it comes to hotel CRM.
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Product news at Cendyn
Read about the latest updates to our CRM suite and sales suite products - eInsight CRM, Guestfolio CRM & eProposal.
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What’s on your iPhone?
Renee manages hotel CRM project configurations and integrations at Cendyn.
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International Women’s Day
To celebrate International Women’s Day, we sat down with Cendyn’s co-founder and Enterprise Business Officer, Robin Deyo.
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TripAdvisor success with CRM
Using CRM and TripAdvisor Review Collectio technology, TripAdvisor identified that 74% of hotels using Guestfolio CRM maintained or improved their TripAdvisor ranking position since starting Review Collection.
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Top social platforms in APAC
Because of the level of mobile penetration, social media as a platform plays a critical role for engagement with both business and leisure travelers in Asia, and as such, are part of the complete travel journey.
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Use technology to improve the guest experience
Using technology to own the digital conversation has become the most important aspect of most hoteliers’ jobs.
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Travel chat
Hear from our Associate Director for Key Accounts Jessica Sheriff about her travel habits.
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Promoter, neutral or detractor?
What makes a guest a promoter, neutral or detractor? A text analysis of Net Promoter follow-up question responses.
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Travel chat with Anthony Petrella
From the bright lights of Vegas to the mountains of North Carolina, Anthony shares his favorite adventures across the states.
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Meet the team – Cendyn Support Manager Daniel Gomez
I provide client support and monitor services for maximum uptime.
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7 best practices for mobile-first email design
We allow our favorite brands into our inbox because of the impression they leave us with their emails.
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What’s on your iPhone?
Allison Mueller works with Cendyn clients to bring their event management and sales products (eProposal, eMenus, eBrochure, getplanning and ePlanner) to life, collaborating with our production, creative and development teams to create solutions that exceed expectations.
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Travel chat with Director, Product Success Virginia Pratts
Childhood trips to NYC and a very cool Swiss hotel topped Virginia’s travel favorites list.
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Kick Start Your 2018
10 most influential hospitality trends and insights to jump start your 2018.
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Meet the team – Delano Williams
We are the foot soldiers on the front lines looking for opportunities to connect potential clients with Cendyn.
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The key trends for 2018
The evolving nature of the guest experience and keeping up with guests’ needs and expectations is a huge focus for the hospitality industry at the moment.
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Meet the team – Abigail Leon
I coordinate about 70 to 100 trade shows a year that our sales representatives attend, speak at or exhibit with to engage with current and prospective clients.
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5 ways AI is transforming hotel marketing
Artificial intelligence is enabling the hotel industry to do incredible things.
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Data intelligence that improves guest loyalty
The hospitality industry caters to millions of people daily.
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Automated email ideas for the holidays
Email automation is a great way for hoteliers to stay in communication with their guests throughout the travel journey - using segmentation and timing triggers, means they can be easily set up and can run for as long or short as needed.
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Your hotel’s 2018 digital marketing plan
One of the most important services we provide for hotels at Cendyn is preparing a yearly digital marketing plan and budget.
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NPS & TripAdvisor ratings
Our study examined Net Promoter Score and Trip Advisor Ranking from January 2016 to August 2016.
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Improving email opens & clicks
10 tips for improving email opens & click throughs - emails are the first contact, and often the last contact, so make them count.
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Adapting your hotel marketing plan for 2018
Who is staying in your hotel? Why are they staying at your hotel? What led them to book your hotel over the one down the road? It’s a hotel marketer’s job to know the answers to all of these questions, and now’s the right time to be asking yourself them.
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The hotelier’s email marketing guide for the holidays
When it comes to sending email marketing campaigns, there's definitely a lot going out there so here are some tips to help keep your emails front of mind.
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The Net Promoter Score
The Net Promoter Score is a widely used measure of firm performance, often regarded as the most important measure to include in any customer survey.
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What’s on your iPhone?
Sales Operations Manager Scott Shapiro oversees SalesForce for Cendyn, supporting the global marketing and sales teams with technology tools, running performance analysis and managing other executive KPIs.
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Travel chat with John Seaton
Cendyn’s International Managing Director, John Seaton, gives an inside look into the life of a business traveler.
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Cendyn product updates – eInsight CRM
Now you don’t have to be an HTML expert to build beautiful email marketing campaigns that are on-brand and engaging.
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Using CRM and data to curate unique experiences
While customer relationship management (CRM) is a term that encompasses both human interaction and software, some references to it might refer exclusively to technology but very few mentions of it would encompass both.
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Meet the team – Xundong Ding
Cendyn Chief Technology Officer Xundong Ding on being a female minority in tech, using hotel AI to improve the guest experience and advice to women entering the tech workforce.
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Creative best practices for display ads
To create a successful display ad, you need to break through the distractions to create an ad experience that is engaging and hits just the right tone.
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Cendyn product updates
Enterprise marketing automation and guest intelligence for multi-property/multi-brand implementations
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An effective digital marketing strategy
Every hotel marketer knows that targeting guests and driving interest in your hotel and your brand can be tricky.
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Centralizing your data
Hotels have an amazing collection of data, which when stitched together, forms a digital trail of all the interactions which occurred throughout the guest lifecycle.
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Westin Azul rooftop infographic
Client showcase: Our creative services department created this original infographic for Cendyn client The Westin Austin Downtown showcasing the hotel's iconic pool and rooftop pool bar and lounge.
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Converting Guests To Loyal Brand Advocates
Hotels that succeed in building on their direct channels, leveraging their data and enhancing their digital marketing strategy will have a greater chance at enhancing their brand and driving loyalty amongst its guests.
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Travel chat with Kevin Ryan
Kevin Ryan oversees all product design for Cendyn’s Ovations solution, leading our development team with implementations.
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The bottom line impact
As digital marketers, we always focus on return on investment (ROI) and return on advertising spend (ROAS).
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Email design top tips
Exceptional customer service is the foundation of what hoteliers do, and the majority do it very well.
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Travel chat with Sara Toth
Sara Toth, Vice President, Enterprise Business Solutions, has been with Cendyn for 12 years and oversees the operations and development of Cendyn’s Enterprise Platform, consisting of our Metron, MetronXpress and Ovations products.
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GBTA Boston 2017 highlights
It was an exciting time in Boston recently, not just because the Red Sox and Yankees had a weekend series, but because “GBTA was in town.
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Highlights from HITEC Toronto 2017
Big data and the start-up culture revolution have been game changers for digital marketing in the hospitality space.
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Automated interest tracking
In the hospitality industry we have learnt that by understanding more about guests' wants, interests and needs, we have a greater ability to predict their behavior and provide them with the most personalised and unique stay.
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The power of email automation
Automated transactional emails can be the cornerstone of a hotels’ communication strategy – they share details about the transaction, include all reservation information and hotel details to ensure the guest has everything they need.
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Connectivity within the hospitality industry
As the most connected customer relationship management (CRM) solution in the hospitality industry, Cendyn works hard to continue to innovate, evolve and partner with other leaders in the industry.
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Travel chat with Daniel Beattie
Daniel Beattie, Vice President of Engineering, handles all the open-source and ruby engineering teams within Cendyn, which means working with people located across 9 timezones – from Germany to the UK and across to British Columbia.
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What’s on your iPhone?
Digital Account Manager Sabrina Ryan serves as the main point of contact for several Cendyn clients, assisting with the strategy, planning and reporting of their marketing campaigns.
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Fontainebleau Hotel Miami Beach
The historic Fontainebleau Hotel Miami Beach is one of the largest and most significant properties on the East Coast.
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Cendyn & TripAdvisor Review Collection
Online ratings and reviews can make or break a hotel’s image.
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A proactive approach to hotel digital marketing
Guest blog Q&A feature with John McAuliffe from WebCanada and Cendyn SVP Michael Bennett: A strong believer that creative marketing is only successful when held accountable to the results it produces, webcanada thought it would be interesting to get Michael's take on what hotel digital marketers should focus on today.
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Travel chat with Laura Raso
Lover of travelling, Laura Raso, Guestfolio's Office Manager shares with us her favorite aspects of travel on the many trips and adventures she goes on living in Whistler, British Columbia, Canada.
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5 reasons to meet with Cendyn at HITEC
Get ready Toronto, the hospitality masses will soon take over The Six for HITEC, the world’s largest hospitality technology conference.
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Website tagging like a pro
Tagging trends and the applications themselves change very often, so it’s important to stay up to date on what is going on with booking engines.
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A hotel insider’s guide to tagging
How tagging leads to improved website performance & personalized marketing campaigns
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Innovation Central: A Cendyn Hackathon
As part of our continued mission to push the boundaries of technology, Cendyn’s Web Production team recently took part in a month-long hackathon competition, during which participants were required to create a website, application, mobile app, or a library/plug-in from the ground up.
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Travel chat with Nicki Graham
Dislike the journey, but love the destination? Cendyn’s Senior Marketing & Communications Manager, Nicola Graham, shows us how the frustrations every world traveler deals with is all worth it in the end.
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Cendyn success story: Hotel del Coronado
Hotel del Coronado is an iconic destination at the Pacific’s edge just minutes from downtown San Diego.
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What’s on your iPhone with Rachel Ponzan
Whether it’s for business or personal, Cendyn’s Director of Key Accounts Rachael Ponzan uses her iPhone for everything! Let’s take a look.
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All things travel at Skift Forum Europe ’17
On Tuesday this week, Cendyn attended the first ever Skift Forum in Europe.
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The single point of truth
Let’s get the story straight, Cendyn was the first company to offer fully integrated Hotel CRM and Data-Driven Digital Marketing solutions in the hospitality vertical, despite the occasional misstatement by industry peers who were unaware that we already implemented these strategies more than a decade ago.
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Loyalty trends shaping hotels
The online marketplaces of the twenty-first century, together with changes to consumer lifestyles, have compelled hotels to transform the way they court customers.
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Innovating with AI: predictive analytics
Hoteliers have an amazing collection of raw data, which when stitched together, form a digital trail of all the interactions that occurred during the guest journey.
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What’s on your iPhone?
As SVP of Global Marketing + Business Development for Cendyn, Michael Bennett is a man on the move.
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Highlights from ITB Berlin 2017
Last week the Cendyn team packed their bags from around Europe, Canada and the US to come together and join in on the madness that is ITB Berlin.
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Hacking a male-dominated industry
Today’s little girl who loves technology believes she can shatter glass ceilings, code a Web site and change the world in a day’s work.
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Creating A Holistic View Of Guests
Hotel systems hold a wealth of information, but the key to making data actionable is through technology integrations.
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Meet the team
Robert Schimmel is the Director of Product Management at Cendyn - we sat down with this coder turned executive to see how he innovates daily with his team.
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How to ace peak season marketing
When peak season hits, the pressure heats up for hotels to fill rooms to capacity.
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Meet with Cendyn at ITB Berlin 2017
Cendyn is ramping up for the BIG ITB conference in Berlin – will you be there? If so, we’d love to meet with you and talk about your technology needs and business goals.
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A peek under the hood of MetronXpress
David Dvorak, SVP of Brand and Enterprise Sales at Cendyn, sat down with us after PCMA Convening Leaders in Austin to discuss ins and outs of MetronXpress, a Cendyn solution he spoke about at the Mashup Studio during the conference.
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Cendyn Outlook for 2017
Today Cendyn announces the launch of a new brand, look and feel and packaging of our solutions and product suite.
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Best emails of 2016
When it comes to successful email designs in 2016, there’s been one consistent trend: Go Bold.
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5 Awesome Tips about eProposal
eProposal packs a powerful punch, empowering you to respond to RFPs with personalized, on-brand and media-rich proposals in seconds.
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The key to executing smarter meetings
Event Management technology has enabled companies to better manage complex enterprise-wide meeting related processes, spend, volumes and policies while collecting a vast amount of valuable attendee and event data.
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What’s driving your guests to make their travel decisions?
In this article, we look in detail at micro-moments – points in time when people turn to their device with an intent to answer an immediate need.
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Are you drowning in RFPs?
When compared to five years ago, hotels have seen a 300% increase in RFP leads from meeting planners.
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Owning the digital conversation throughout the travel journey
In this article, we look at all the digital touchpoints throughout the travel journey and explore how hoteliers can communicate using these channels.
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Roadmap to personalization
Hoteliers understand the benefits of one-to-one marketing and the theory behind it, which advocates for personalizing guest communications as well as curating the guest experience throughout every stage of the guest journey.
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Why first responders get 70% of the business
You never get a second chance to make a first impression! That phrase may be wildly overused but frankly, it’s very true.
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Use data to power audience segmentation
Data is changing the foundations of hospitality marketing.
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5 tips for switching to paperless events
Paperless events are becoming more popular than ever for more reasons than sustainability.
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Creating an implementation plan for new technology solutions
When searching for the right event technology partner to power your meetings and events programs, having and implementation plan in place before you sign the deal is critical.
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Turn your data into action
Guest arrival is a crucial moment in the guest journey that sets the tone for the entire hotel stay.
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eBrochure® is changing the way the event industry does business
Gone are the days that you have to print brochures to market your property's offerings and special events.
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Corporate ticket management
Don't let Corporate Ticket Management be the forgotten ROI! Cendyn experts walk you through six simple steps to ensure that your company is making the most out of its entertainment spend.
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How personalized data cultivates loyalty
With one-to-one marketing, hoteliers can leverage Big Data to know exactly who they’re communicating with, how to communicate with them, when to communicate, and what to say - whether it’s through marketing automation or face-to-face interactions.
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Responsive email: dos & don’ts
When it comes to designing a successful email marketing strategy for 2016, there are two very important reasons to incorporate responsive design.
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Compete effectively with OTAs
For years, hotels and resorts have been at a serious disadvantage when competing with online travel agencies (OTAs) for the same guests through their digital marketing efforts.
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Google ad updates – top tips
On Friday, February 19th, Google started removing the right-hand rail ads from desktop search result pages.
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Change management in corporate ticketing
Corporate ticket management affects many departments of an organization and can seem intimidating to change providers.
