Latest news with #guestengagement
Hospitality Net
2 days ago
- Business
- Hospitality Net
Hotel Communication Network Acquires Crave Interactive, Cementing Global Leadership in Hotel Guestroom Technology
CHICAGO—June 3, 2025—Hotel Communication Network (HCN), a leading provider of AI-powered in-room guest engagement solutions, announces the acquisition of Crave Interactive, a UK-based innovator specializing in digital guest experiences for luxury hotels. This strategic move positions HCN as a dominant force in the global hospitality technology sector, expanding its reach across the four- and five-star hotel markets. The deal closed today for an undisclosed amount. Crave Interactive, established in 2009, has built a reputation for delivering high-quality in-room tablets and AI-driven guest services, catering to an elite clientele that includes MGM Resorts, Fairmont, and Hyatt. Their platform facilitates seamless guest interactions, from room service orders to spa bookings, enhancing the overall guest experience. HCN's acquisition of Crave Interactive is a calculated step towards integrating complementary technologies and expertise and expanding HCN's growing ad network, which allows hoteliers to acquire the substantial capabilities of this powerful guest engagement platform at greatly reduced rates through HCN's newly introduced ad-subsidized model. HCN is combining can't-miss proactive digital signage with global brand advertising that pleases guests and creates new sources of revenue for hotels. HCN and Crave tablets are set to transform the hotel experience globally with a true AI breakthrough. A multilingual human-looking AI Concierge is introduced to each guest via the tablet, becoming their personal assistant, a helping hand with hotel communication, a city navigator, and an itinerary builder. With ad revenues supporting this innovation, the technology is now within reach of every hotel globally. HCN offers hotels a new level of personalization and service for every guest on a mass scale. This acquisition is more than a merger of technologies; it's a fusion of visions aimed at redefining the guest experience. By combining our strengths, we will deliver unparalleled value to hoteliers and guests alike. Kevin Bidner, CEO of HCN HCN views this acquisition as a significant consolidation in the hospitality tech space. The combined company will have operations and installations in 25 countries with both tablet and mobile applications. With this acquisition, HCN has created a truly global solution for an industry seeking to modernize their in-room services and guest experience strategies. For more information about HCN and its expanded suite of services, visit Barbara Worcester
Hospitality Net
20-05-2025
- Business
- Hospitality Net
Cendyn and Loyalty Juggernaut Up the Ante on Hotel Loyalty with Scalable Enterprise Ecosystem
Cendyn, a global integrated hotel technology and services company, announced today its partnership with Loyalty Juggernaut (LJI) to provide a new level of sophistication to enterprise-level hotel loyalty programs. Integrating Cendyn's industry-leading CRM with Loyalty Juggernaut's GRAVTY® empowers hoteliers to develop and implement a robust, rewards-focused enterprise loyalty program while transforming guest communication and engagement throughout the brand's customer journey. Against a backdrop of global inflation, rising operational costs, and growing competition for share of wallet, this unified platform enables hotels to maximize efficiency while deepening relationships with guests. By reducing the reliance on costly, one-size-fits-all loyalty platforms, this partnership empowers global hotel brands across their digital and physical footprint to gather and utilize loyalty and communication preference data that feeds into a unified guest profile. The complete integration of guest preference data into the CRM from GRAVTY® enables advanced segmentation to deliver loyalty benefits through marketing and messaging connectivity across multiple communication channels. This collaboration precisely targets guest activity, facilitating membership growth and deeper brand affinity, setting a new benchmark for how hotels foster guest loyalty, enhance experiences, and generate sustainable growth. Whether markets shift or guest expectations change, hotels can adapt quickly to changing market conditions and guest expectations with configurable and scalable technology infrastructure. Together, Cendyn and Loyalty Juggernaut offer hotels the ability to harness two complementary platforms that can adapt as loyalty programs evolve. Our partnership is a real game-changer for hospitality loyalty programs. This collaboration is more than an enhanced integration – it is a unified loyalty engagement ecosystem purpose-built for the complexities of modern hospitality and customer interaction. There is no longer a need for guests to 'point-watch' – wherever travelers are in the journey, the system automatically engages and rewards guests based on their unified customer profile. Chris Egan, chief product officer, Cendyn This powerful partnership is the fusion of two best-in-class solutions. We've taken the time to address the complexities in today's guest journey to enable highly scalable, configurable loyalty programs capable of meeting diverse global and regional needs. Hotels can move away from standardized loyalty benefits to reward guests based on how they interact with the brand to easily turn first-time bookers into brand believers. Shyam Shah, CEO, Loyalty Juggernaut Visit Cendyn's and Loyalty Juggernaut's Loyalty offering to learn more. ABOUT CENDYN Cendyn is a global hospitality cloud-based technology company that enables hotels to drive revenue, maximize profitability, and create deeper connections with guests through its integrated solutions. Serving hoteliers for nearly 30 years, Cendyn drives commercial success for hotels through its Find, Book, Grow promise: find the right guests, drive them to book direct, and grow loyalty and revenue across the spectrum of digital guest interactions. Cendyn has over 35,000 customers worldwide in more than 150 countries generating more than $20 billion in annual hotel revenue. The company supports its growing customer base from locations across the globe, including the United States, France, the United Kingdom, Singapore, Bangkok, and India. To find out more, visit Kim Dearborn View source
Hospitality Net
19-05-2025
- Business
- Hospitality Net
How Nemacolin drove $4.5M in outbound revenue
About Nemacolin Nestled in the scenic Laurel Highlands of southwestern Pennsylvania, Nemacolin is a luxury destination that blends five-star accommodations with world-class experiences. If it looks familiar, it's likely because it was used as the backdrop for Season 25 of The Bachelor. Spanning over 2,200 acres, the resort offers everything from fine dining and spa services to championship golf, adventure activities, and an acclaimed art collection. With a reputation for personalized service and unforgettable stays, Nemacolin caters to guests seeking both relaxation and recreation in a truly one-of-a-kind setting. Nemacolin's challenge For Melanie Lindemulder, Reservations Manager at Nemacolin, there wasn't a major operational crisis or burning need that drove the property to adopt Reservation Sales. Instead, it's been a story of quiet consistency — of leveraging the right tools to elevate performance year after year and unlocking opportunities that might have otherwise gone unnoticed. How Reservation Sales drove $4.5M in outbound revenue Since implementing Reservation Sales and RezForce LUX, the Nemacolin team has evolved into a powerhouse of proactive guest engagement, generating $4.5M in outbound revenue in 2024 alone. Nemacolin's outbound success is anything but accidental. The team has built a repeatable process powered by Reservation Sales and RezForce LUX. Leads that come in through RezForce include detailed notes and property information, which Nemacolin's reservations agents act on immediately — delivering personalized follow-up that converts. Agents are incentivized to follow up on high-value leads, including past guests and those previously turned away due to rate resistance or minimum night stays. And the team doesn't stop at the first 'no' — they continue outreach until a guest confirms or declines. Melanie notes, 'Our team is hungry. They dig into the reports and follow up until they get an answer. They're motivated, consistent, and focused on results.' The Reservation Sales lead form is a key tool in this process. It ensures that no information is lost—even when a lead changes hands. From anniversaries to return visits, every detail is captured and used by both the reservations and experience teams to personalize guest service and drive ancillary revenue. And that kind of performance doesn't go unnoticed — Melanie was named Nemacolin's 'Leader of the Year,' a recognition that speaks volumes about her team's success. How Reservation Sales elevated team performance At Nemacolin, leadership is more than a title — it's a practice. Melanie credits Reservation Sales for providing the detailed visibility and reporting needed to drive team development and elevate performance. From call recordings to real-time reporting, her team uses the platform daily to identify opportunities, coach team members, and refine their strategy. She says, 'With Reservation Sales, we can review every second of the day and capitalize on coaching moments. It gives us the tools to grow our associates and promote from within.' As part of the resort's Accelerated Leadership Development Program, team members from other departments rotate through reservations — and consistently walk away impressed by the structure, transparency, and data-driven decision making powered by Revinate. How Reservation Sales delivers reporting that powers the whole resort Beyond sales, the impact of Reservation Sales reporting extends to departments across the resort. The marketing team leverages custom email templates — approved and tracked — to follow up with unbooked leads. Meanwhile, revenue management taps into Reservation Sales data to identify trends in turnaways, whether due to closed restaurants or age restrictions, and uses that insight to adjust operations and optimize availability. Melanie also tracks productivity and performance metrics closely, using them for annual reviews, coaching, and strategic planning. She says, 'We look at everything — from call wrap-up time to abandonment rates. It's how we make sure we're improving every day.' For Melanie and her team, Reservation Sales isn't just software — it's the engine behind a culture of excellence. It enables coaching, accountability, and proactive guest service, helping Nemacolin not only meet but exceed its revenue goals and guest expectations. She summarizes its impact, saying, 'Reservation Sales helped us become who we are today. It's made a huge difference in our ability to lead, perform, and succeed.' Media Team Media team | Revinate 14156714703 Revinate, Inc. View source
