Taking guest engagement to the next level at The Norman Hotel

GUEST EXPERIENCE

How The Norman Hotel achieved an increase of 300% in incremental sales, a 40% improvement in response rate, and 100% rise in its number of online check-in

Why it matters: Increasing sales and operations without compromising on luxury and personalization

Using Easyway, the Norman Hotel was able to improve the service provided to their guests while also increasing incremental sales.

Top 3 Core Objectives: The main objective of this study was to improve all the services on the hotel so that way, it can have a better communication, increase guest satisfaction and engagement and have greater data acess.

Improve communication: Effective communication between staff and guests
Increase guest satisfaction: Improve services to increase guest satisfaction and happiness.
Greater Data Access: Have more data about their guests so that way the hotel can understand better their clients needs and desires.

Innovators Mentioned

The Norman Hotel

Easyway

Gali Kremer

Front Desk Manager

The Norman Hotel

"With Easyway we were able to grow and innovate our business in many different ways and see amazing results by doing it."

Gali Kremer

Front Desk Manager

👍 Front Desk Manager Gali Kremer said that Grow and innovate our business in many different ways:

"With Easyway we were able to grow and innovate our business in many different ways and see amazing results by doing it."

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

Front Desk Manager Gali Kremer said, about their decision: "Easyway created an amazing guest experience for our hotel and that helped us make our guests happier and so more satisfied."

📈 The results: The Norman Hotel has seen an increase of 300% in incremental sales, a 40% improvement in response rate, and its number of online check-ins has risen by 100%.

Staff and guests are now able to communicate with each other in their native tongues and via their preferred channels.
The hotel’s branded WhatsApp API helps it build trust in its reputation, leading to much higher guest engagement levels. The user-friendly platform also allows guests to perform any number of tasks from the comfort of their room or even before their arrival.
Higher rates of interfacing between guests and staff provided The Norman Hotel with access to huge swathes of new data, enabling it to better analyze what guests want and need from their stay.