A platform that provide a personalized service, think a step ahead of guests and what their needs might be

GUEST EXPERIENCE

A case that helped the hotel thrive on personalized service and leverage knowledge for potential upsell possibilities.

Why it matters: By using this case study, a hotel can provide the most efficient personalized service without having to personally contact all their guests, while also generating an additional income source.

Despite their vigorous service to know their guests well, the staff of the Crowne Plaza cannot be omniscient, and their ability to meet special requests ahead of time is lessened by the slow recovery from the COVID-19 lockdowns, as more guests are staying in their rooms and doing less in-person interactions with hotel staff. So how does a hotel that thrives on personalized service show guests that they know what they want and what they need? EasyWay platform is the answer.

Top 3 Core Objectives: The main goals with this case is to provide better service, more revenue, and time efficiency.

Best and most personalized: Ensure that guests receive the best and most personalized service possible
Increase the hotel's revenue: Increase the hotel's revenue by creating a new source of upselling
Efficiency contacting guests: Be able to create a more efficient way to contact guests and save staff time.

Innovators Mentioned

Crowne Plaza Tel Aviv Center

Easyway

Yosef Cohen

Room division Manager at Crowne Plaza -TLV

Crowne Plaza Tel Aviv Center

"It’s a great tool to get more revenue. It’s enough that you’ll have two guests a day and you’ll get your ROI out of this platform, also we used to get hundreds of phone calls from guests. Now that we have this platform with the automatic reply to the repetitive questions, it reduced it tremendously. It saves a lot of time and guests prefer it that way. Win-win."

Yosef Cohen

Room division Manager at Crowne Plaza -TLV

👍 Room division Manager at Crowne Plaza -TLV Yosef Cohen said that You’ll get your ROI out of this platform:

"It’s a great tool to get more revenue. It’s enough that you’ll have two guests a day and you’ll get your ROI out of this platform, also we used to get hundreds of phone calls from guests. Now that we have this platform with the automatic reply to the repetitive questions, it reduced it tremendously. It saves a lot of time and guests prefer it that way. Win-win."

⚖️ The selection process: During their research process, Yosef Cohen evaluated Easyway's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Easyway was the best fit solution:

Room division Manager at Crowne Plaza -TLV Yosef Cohen said, about their decision: "I think easyway is one of the best examples of our creative thinking. The information about our needs and brainstorming with easyway’s team constantly improves the system and has led us to the current product"

📈 The results: Crowne Plaza hotel now has better services for their customers, more revenue, and more efficient staff and systems as a result of the case study.

Have a messaging system that guests are comfortable with, can take their own time to respond to, and allows them to make frequent contact on their own schedule
Instantaneous feedback from the hotel staff in its own native language.
Increase their ROI by suggesting upgrades and customized experiences without appearing too "salesy" or intrusive.