The Surrey Personalizes Guest Data

Denihan Hospitality Group’s The Surrey hotel has selected Libra OnDemand, an on-demand customer relationship management solution, to organize the hotel’s database to provide guests with preferred treatment.

The program provides a consolidated view of guest profile information; keeps track of guest preferences, amenities, flags and specials; and manages pre-arrival and during-stay guest services. The Surrey’s employees can now personalize each guest’s stay based on their specific requirements and preferences obtained during prior stays; automate the process of tracking and servicing guest requests and amenity reservations; and recognize, welcome and reward VIPs and repeat guests.

“When we began looking for a CRM solution, we wanted a system that provided guest-focused functionality and managed the operational workflow of guest profiling, pre-arrival reporting and guest services,” stated Julia Rutkowski, director of guest relations for The Surrey.

“The Surrey is a unique Manhattan property that everybody tends to come back to, once they have the opportunity to stay there,” said Gregg Hopkins, president and CEO of Libra OnDemand. “We are proud that our CRM technology can be a contributing factor to the superior guest experience that they offer.”