The model
Belmont Lodge Manila is a 4-star resort strategically situated throughout from the airport, NAIA Terminal 3, and throughout the famend leisure vacation spot of Newport Metropolis in Manila. It’s a “dwelling away from dwelling” for native and worldwide enterprise vacationers in addition to vacationers who search comfort, security, and consistency in glorious service. Belmont Lodge Manila is proudly an area model that’s a part of Megaworld Lodges & Resorts – one of many largest hospitality chains within the Philippines.
The problem
In 2020, the advertising and marketing workforce at Belmont Lodge Manila realized that they weren’t holding tempo with their digital transformation targets. Each time they wished to succeed in out to previous company, they wanted to manually export lists from the PMS, reviewing them fastidiously for duplicates or upcoming company, earlier than sending emails. On account of how guide and time-consuming the checklist growth and e-mail creation course of was, emails had been sometimes generic in nature, with little personalization. In consequence, engagement was low and sends had been sporadic.
The state of affairs was much like a problem the Belmont Lodge Manila confronted near a decade in the past when it got here to amassing and responding to visitor suggestions. The resort didn’t have the appropriate expertise platform in place to assist them combination, analyze, and reply to visitor suggestions.
In 2015, they turned to Revinate Visitor Suggestions to assist them automate the method of requesting, responding, and leveraging visitor suggestions to drive new bookings and enhance the visitor expertise. The funding paid off, in order that they as soon as once more received in contact with Revinate to assist them with e-mail advertising and marketing.
The answer
As soon as Revinate Advertising and marketing was carried out on the resort, the workers had entry to all visitor knowledge in a single place. The view into visitor loyalty and preferences permits the workforce to acknowledge repeat company at check-in and guarantee personalised keep experiences.
Entry to visitor knowledge was a game-changer for advertising and marketing initiatives. As soon as restricted to generic promotional emails, the advertising and marketing workforce can now simply section the database to ship personalised communications to company, particularly round holidays. The latest marketing campaign (featured proper) drove greater than 293 room nights for the property. These one-time inspirational campaigns obtained a median open fee of 31% and have contributed a lot income that e-mail advertising and marketing is now a number one direct reserving advertising and marketing channel.
The mixing with Revinate Visitor Suggestions ensures that each visitor that checks out receives a survey request within the post-stay e-mail. Digital Advertising and marketing Officer Jayme Cuarentas shares, “After company fill out the survey, Revinate easily directs them to particular on-line platforms, enhancing our resort’s visibility. This has not solely made the suggestions course of extra environment friendly however has additionally considerably contributed to the general promotion of our property. As well as, Revinate Visitor Suggestions has revolutionized how we assess and improve our amenities and operations, leading to a big uplift within the high quality of our companies and finally the visitor expertise.”
The outcomes
For years, Revinate Visitor Suggestions has been an indispensable platform for essential suggestions monitoring, serving to the workforce perceive and enhance the visitor expertise. Now, with the addition of Revinate Advertising and marketing, it’s also a big income driver for Belmont Lodge Manila.
Jayme says, “Since starting with Revinate Advertising and marketing, the resort has efficiently generated 18,712,253 Php in direct bookings, with near 8M Php on this yr alone. It’s a main device for us to remain meaningfully related with previous company and in producing repeat enterprise.”
