How Kronen Hotels manages guest communications across properties using personalisation

OPERATIONS

Kronen Hotels was looking for a solution to streamline operations, enhance their marketing efforts, and create added value for their guests. After they implemented Bookboost, they were able to save time by centralising messages, recovering guest details from OTAs and sending hyper-personalised campaigns. Now, they get more done in less time, and their marketing efforts deliver real results.

Why it matters: As a small team managing multiple properties, it’s challenging to optimise the workload while maintaining a strong focus on guest interactions and loyalty. However, hotels cannot deliver consistent and valuable information to guests without effective personalisation.

First, the unified inbox allowed the Kronen Team to centralise all guest messages from every property to check guest inquiries, requests or complaints from a single platform. Second, they connected with OTA bookers through Bookboost CRM and recovered guest details. Lastly, they segmented their audiences to send highly personalised marketing campaigns that resonate with each segment instead of the general ones from before.

Top 3 Core Objectives: The primary challenge for the team at Kronen Hotels was to optimise their workload while focusing on guest interactions and loyalty.

Free up staff time: With a small team, it’s hard to effectively manage multiple properties in different locations.
Personalise guest journeys: They cater to diverse guest types, such as holiday guests in summer, business travellers, conference guests, and more, so they want to deliver relevant and timely information to each guest.
Personalise guest communications: Their previous marketing solution lacked features for segmentation or personalisation specific to the hotel industry, making it difficult to send targeted marketing campaigns.

Innovators Mentioned

Kronen Hotels

Bookboost

Therese Alberto

Project Manager

Kronen Hotels

"We thought Bookboost was a good way to build a cohesive guest journey and to cultivate a sincere connection with our guests from the moment they book. As a bonus, Bookboost also makes us more effective and frees up resources for face-to-face guest interaction."

Therese Alberto

Project Manager

👍 Project Manager Therese Alberto said that Bookboost helps them improve guest experience and free up staff time.:

"We thought Bookboost was a good way to build a cohesive guest journey and to cultivate a sincere connection with our guests from the moment they book. As a bonus, Bookboost also makes us more effective and frees up resources for face-to-face guest interaction."

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

Project Manager Therese Alberto said, about their decision: "The system is so intuitive and easy to use. I always feel that whenever I need help, someone will get back to me. Besides the product itself, we knew we could get a lot of value out of it with a dedicated team at Bookboost."

📈 The results: By implementing Bookboost, the team can offer a smooth multi-property experience with better-performing marketing efforts.

Streamlined operations: The team can get an overview of what has been sent and manage guest interactions effectively across multiple properties at the same time, increasing efficiency and team collaboration.
Convert OTA bookers: The team noticed that they have a good number of returning guests who are still booked through OTAs, and they used Bookboost to connect directly with them and build guest loyalty.
Effective marketing strategies: The team can now send targeted campaigns via guests’ preferred channels, instead of bombarding them with all information. Guests receive the information they need, personalised and tailored with content that resonates most with them.