Group Members

Heena Chohan 1307

Jyoti Jalla 1315
Binal Patel 1337
Vidhi Rana 1341
Aarti Thadur 1352

Managing
Customer
Hotel Industry
Relations
It is about managing customer
knowledge to
better understand
and serve them.
It can bring a lot of benefits for
business

Hotel Industry & CRM

CRM is essential to the hotel industry.
Differentiation becomes more
interesting to companies to develop
longterm relationships with their
customers
The development of relationships
with customers could be considered
emphatic to the hotel industry

Techniques used
Email database
Tailoring mailings to individual
customer groups.
Guest Preference sheet
Prompt handling of complaints
Fidelo
GRE Courtesy call
Improving websites.

 Track and analyse customer

satisfaction.
Train the staff.
Complementary Services.
Seasonal Offers.
Gifts & Benefits.
Maintaining Relationships through
Social Media.

Facebook
Marriott invites customers to play
My Marriott Hotel
Holiday Inn invited lucky draw
Sheraton introduced wine
Wednesday

Taj hotel