NextGuest CRM

With the NextGuest CRM, your guest data — one of your hotel’s most precious assets — is put to good use to engage guests before, during, and after their stay, allowing you to fuel loyalty throughout the customer lifetime journey and to acquire new “best” guests. Own the conversation with the customer from the moment the booking is made, nurture the experience with marketing automation, and retain your best guests by showing them how much you value their business.

Guest Data Management Platform

The amount of data available to hoteliers is enormous, and the Guest Data Management Platform provides a clear look into who is staying at your hotel and how to best speak to them. The Guest Data Management Platform cleanses existing guest data and enriches the resulting high-quality profiles with additional information, resulting in a unique CRM profile for each guest.

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Guest Profile

The Guest Data Management Platform (DMP) provides a correct and deduped view of each guest, including detailed booking/stay history, lifetime value (RFM), preferences and interests, survey and feedback history, marketing campaign history, and demographics.

NextGuest CRM offers a 360° Guest Profile View which helps hoteliers thoroughly understand their guests and use CRM profiles as the foundation for guest interaction and marketing.

Data Sources

Data that drives our Guest Data Management Platform is sourced from the PMS, CRS, historical guest surveys, third-party sources, guest-facing portals, email sign-up/opt-in forms and other relevant sources. With our two-way PMS interfaces, we can also send this critical information back to the PMS for on-property, operational use.

Insights

The Guest Data Management Platform provides robust insights into your guests' personal preferences, communication methods, stay history, and more, giving you unprecedented control over the information at your fingertips. This enables you to truly prepare for and prioritize guest arrivals, “surprise and delight” both first-time and repeat guests, and reward guest loyalty.

Transactional Emails

Our transactional email capabilities were born out of a need for hotels to reach customers through a sea of emails and alerts. With the ability to accommodate any number of special rules, our guest communications email system requires no interface and is fully automated out of the PMS/CRS. Offering multilingual support, the GCM reduces manual work while promoting upselling and cross-selling, loyalty, and social media engagement.

Automation

By using automated technology, NextGuest CRM’s transactional emails are automatically personalized based on data which saves the hotel up to 10 minutes for each booking. Manual updates are also quickly accomplished through the easy-to-use platform, which allows for unlimited changes. 

Responsive & Multichannel Templates

  • Offer emails
  • Confirmation and modification emails
  • Cancellation emails
  • Pre-arrival emails
  • In-stay emails
  • Post-stay emails
  • And more

Cohesive Messaging

No matter where a booking comes from, all guests will be sent transactional emails before, during, and after their stay. All emails are designed to match your brand identity. 

Upsell & Cross-Sell

Guests who feel engaged with the brand spend 35-40% more on average per stay. Capitalize on your upcoming guests by sending personalized and multi-language transactional campaigns with individualized offers based on rate codes, reservation data, and guest data.

Marketing Automation Emails

Take one-on-one communication to a deeply personalized level in order to engage new and existing customers. Create tailored content based on stay history, lifetime value, reward program affiliation, geotargeting, and other parameters, and present them with targeted offers precisely when they're ready to book in order to maximize revenue.

Advanced Marketing Automation

Create smart lists to target past guests via automated and ad-hoc occupancy-needs email marketing campaigns. Our marketing automation allows you to initiate or schedule targeted and highly personalized email marketing campaigns and “drip” campaigns to smart customer lists by RFM value (recency, frequency, and monetary), preferences, and booking/stay history. These one-to-one personalized email messages create a better user experience, drive higher conversions, and encourage more frequent stays – all while building meaningful relationships.

Personalization

Emails are personalized based on the data collected about each user. When a user visits the website and navigates through various pages, the system begins to collect data and score the user. Depending on the expressed intent and engagement with certain content pieces, the user is sent personalized communications and offers in real time.

Intent

The idea of intent can seem simple, but depending on the logic built, it can make your CRM strategy powerful and turn your emails into revenue. For example, if a user comes to the homepage and then navigates to a New York property, the user is scored as being interested in New York. Then, if the user visits the rooms page, looks at suites, and reviews the spa packages, an email can be sent highlighting a spa offer and the suite amenities.

BEST-PRACTICE CAMPAIGNS

  • Birthday greetings
  • Vacation reminders
  • Reservation reminders
  • Weekend boosters
  • New Year's greetings
  • Loyalty campaigns
  • And more

Reporting

The Reporting Module is an integrated part of the NextGuest CRM and provides flexible MS Excel-based reporting across all CRM modules for your system. Access predefined reports that allow you to further understand your business and operations.

Flexibility

Each report includes a number of parameters that allow you to tailor how you shape the report and its results.

Distributable

Reports are downloadable as Microsoft Excel documents for easy consumption and distribution to other people within your organization.

Customizable

Should the existing reports not cover your needs, NextGuest is able to tailor or create custom reports to ensure that all your needs are covered.

Newsletter Management

Grow the number of profiles for sending marketing campaigns with a Newsletter Widget plug-in or with a sophisticated Newsletter Portal.

Newsletter Widget

The Newsletter Widget enables hotels to generate newsletter subscriptions in a GDPR compliant manner.

Guests can either sign up through an integrated link to the subscription page within an email or through a subscription form embedded on the hotel's website.

The hotel can define the images and content of the subscription page, subscription form, and confirmation page, as well as define a double opt-in email based on the hotel's branding.

Newsletter Portal Enhancement

Having a long list of subscribers is beneficial but having rich data about them is even more valuable. The NextGuest Newsletter Portal allows subscribers to opt-in to specific lists and provide more information about themselves including interests. This enables hoteliers to launch more targeted email campaigns and digital marketing initiatives based on guests' preferences and interests, resulting in higher open rates and higher conversions. 

Hoteliers have the ability to modify the content themselves with the sophisticated NextGuest Content Management System (CMS) and have the data flow directly into NextGuest CRM through a seamless integration.

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