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Cendyn is North America's Leading Hotel CRM Technology Provider & Data Driven Marketing Agency for 2018, as voted by prestigious World Travel Awards

Cendyntm 24 September 2018
Cendyn, the leading provider of hotel CRM and hotel sales platforms in the hospitality industry, has been voted as North America's Leading Hotel CRM Technology Provider and North America's Data Driven Marketing Agency for 2018. The prestigious World Travel Awards recognizes companies, organizations and brands that push the boundaries of hospitality industry excellence."We are truly honored to have won these awards. Cendyn was founded over 20 years ago in North America, so these awards really resonate with our continued efforts to innovate and evolve with the hospitality industry," says Charles Deyo, CEO & President of Cendyn. "Day-in-day-out, we see hoteliers across the globe now embracing technology systems, such as CRM and data-driven digital marketing, to improve how they engage with, and acquire their guests. It is becoming a 'must-have' as hotels that implement these technologies not only see more direct, higher yielding bookings, but they are also able to watch those guests become returning, loyal guests."The awards in North America follow Cendyn's win of Leading Hotel CRM Technology Provider in Europe and Leading Data Driven Marketing Agency in Europe and Asia 2018. Cendyn is also in the running for these categories, as well as Events Management and Sales Proposal Platforms, in the Worldwide competition, with winners announced in December at a gala reception in Lisbon, Portugal.Cendyn's CRM Suite caters to every hotelier from large brand to small boutique properties. Using multiple integrations, Cendyn consolidates numerous data points from disparate data transactions to engage with travelers throughout the guest journey. Business rules-based automation combined with dynamic personalization and upsell opportunities drive revenue through multiple channels and helps hotels acquire new customers.eInsight CRM provides enterprise marketing automation and guest intelligence for multi-property/multi-brand hotels and Cendyn's Guestfolio CRM provides intuitive marketing automation and guest intelligence for boutique and independent hotels.Cendyn's unique Data-Driven Digital Marketing Suite enables hoteliers to learn about and target their most valuable guests. By targeting the right guests, at the right time, with the right message, hoteliers cut through the noise of the crowded hospitality industry with personalized multi-channel campaigns that showcase and drive awareness of your brand. Hotels are continuing to evolve in how they engage with their guests. By using technology and data to drive this engagement, hoteliers are able to revolutionize how they interact with guests, use tools to drive direct bookings, maintain brand presence and stay competitive in their market. Cendyn's integrated Digital Marketing Suite and Hotel CRM Suite enables hoteliers to keep their guests at the forefront of what they do and concentrate on providing exceptional, personalized customer service at all times.
Article by Nicki Graham

Aggregating your hotel data with CRM

Cendyntm 5 September 2018
Since then, the number of platforms used by hotels to engage guests, streamline operations and drive revenue has proliferated. Today, a hotel may use a dozen or more applications, from revenue management systems to guest survey solutions to marketing automation software."Guests leave a tremendous amount of data in their wake at the various touchpoints during their stay--website, call center, PMS, mobile app, POS, activities, survey, loyalty program, just to name a few," said Sullivan of Cendyn. "The challenge is that each of these systems captures a sliver of information about the guest, and it's housed in disparate data silos." When you consider the entire lifecycle of a guest, which may encompass multiple stays at properties and brands within a hotel group, the amount of data increases exponentially.The challenges arise out of the evolution of technology in hotels. New tools have been developed piecemeal over the years, some as standalone applications, others as add-ons. Because many of the systems do not communicate with one another, a hotel company may have multiple profiles of the same guest scattered across its properties and databases.THE IMPACT OF MULTIPLE SOURCES ON STAFF MEMBERSIn today's competitive marketplace hotels need to know their guests and earn their loyalty. Customer relationship management utilizes a combination of technology and human hospitality to create rich profiles of guests and cater to their individual needs and preferences. By mining these profiles, staff can make informed decisions about the services, amenities and marketing campaigns they need to gain an edge over competitors.For CRM to be effective, staff must work closely together in the pursuit of mutually aligned objectives--namely, guest satisfaction, engagement, loyalty, advocacy, and profitability. Hotels must invest in technology that facilitates the collection, sharing, analysis, and use of guest data.Under the current fragmented state of technology, hotel staff are impeded from achieving these objectives. Without a complete picture of the guest, the front desk doesn't know if a guest is a first-timer or a frequent customer of the brand. Marketers are unable to segment guests based on behavior and interests and must resort to sending generic offers. With limited access to data, department heads are prone to setting unrealistic and unachievable forecasts and budgets.To overcome the challenges, staff find workarounds. Front desk staff jump from one database to another to extract and input guest profile data. Revenue managers manually reconcile data from multiple sources on Excel spreadsheets. And marketers pool data from diverse silos in an attempt to segment guests and send targeted offers.In the process, guests experience delays, lapses in service and frustration. Loyalty and preferences go unrecognized, and guests don't come back. Guests receive irrelevant email offers and opt out of the database. Rather than empower staff to achieve objectives, technology leads to inefficiencies, errors and lost business.AGGREGATING THE DATAHoteliers understand that the current situation is untenable, but what's the solution? A first step is to integrate data across silos, but the process is not as simple as it sounds. "Data integration can be challenging if systems don't talk to each other very well," said Abdullatif Awadh, Senior Director of Customer Relationship Management at Dubai-based Jumeirah Group. "This leads to sources not being accurate, and you lose confidence in the information."Prior to integration, brands need to standardize how data is input and establish common formatting, rate codes, market codes, and other data fields. After integration, data must be cleansed and deduped, and subsequent data-sharing must be frequent, if not in real-time. Only then can staff confidently use the data to guide decisions."To minimize these challenges, hotels need robust and solid integrations built specifically for their systems. We need to ensure we have the right data to communicate with our guests, whether confirming a reservation or managing the entire lifecycle of a customer. Our CRM and other systems need to be in sync."-- Abdullatif Awadh, Senior Director of Customer Relationship Management, Jumeirah GroupTHE POWER OF A SINGLE PROFILEBy integrating systems, hotels can take advantage of the many tools available to collect data and engage guests while at the same time working from a shared database. "The end goal is a single version of truth," said Sullivan of Cendyn. "A centralized, integrated database that provides a complete picture of your guests. That's when you can start doing exciting things with that data."With a single view of the customer, hotel staff can ensure that engagement is meaningful and relevant at every touchpoint during the guest journey. Profile information may include the guest's photo, stay history, total spend, interests, preferred room types, links to social profiles, loyalty program status and feedback from previous stays.The benefits of an integrated database are far-reaching. Staff members do not need to perform multisource data lookups or find workarounds. Marketers have at their fingertips all the information they require to send the right message to the right guests, through the right channels, at the right time. Managers can access the data they need to create accurate budgets, forecasts, and reporting.For hotel companies with multiple brands, the benefits extend to the entire portfolio. "Food & beverage can mail prearrival information about activities on property that may be of interest to the guest," said Chetan Patel, Vice President, Strategic Marketing & Ecommerce at Bangkok-based Onyx Hospitality Group. "Operations benefits from feedback in guest surveys, which becomes part of the guest profile so other properties can prevent any issues from happening again. And ecommerce and marketing can use guest profile data to communicate targeted offers, cross-sell, upsell and encourage repeat stays.""Because brands and hotels within a hotel group can vary, not all information regarding the guest is relevant. For example, the data needs of a select-service property are more limited than those of a luxury resort. The ultimate goal is to have a single guest profile that allows for micro-segmentation by brand."-- Marcos Cadena, VP of Digital, eCommerce and Distribution, Minor HotelsWant to learn more about consolidating your data into one central CRM platform? Our whitepaper The CRM Data Warehouse takes an in-depth look at the future of data management for hotels.
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Cendyn is Asia's Leading Data Driven Marketing Agency 2018 as voted by prestigious World Travel Awards

Cendyntm 4 September 2018
Cendyn, the leading provider of hotel CRM and hotel sales platforms in the hospitality industry, has been voted as Asia's Leading Data-Driven Marketing Agency, 2018. The prestigious World Travel Awards recognizes companies, organizations, and brands that push the boundaries of industry excellence. This award in Asia follows Cendyn's win, earlier this year, of Leading Hotel CRM Technology Provider and Data-Driven Marketing Agency in Europe 2018."We are truly honored to have been recognized by this award in Asia, " says Charles Deyo, CEO & President at Cendyn. "In such a fast-paced market that is continuously growing, we are proud to have been recognized for our growth and achievement across Asia. We see continuous proof from hotels that implement both CRM and data-driven digital marketing, that they not only see more direct, higher yielding bookings but they are also able to watch those guests become returning, loyal guests."Cendyn's unique Data-Driven Digital Marketing Suite enables hoteliers to learn about and target their most valuable guests more than ever before. By targeting the right guests, at the right time, with the right message, hoteliers are able to cut through the noise of the crowded hospitality industry with personalized multi-channel campaigns that showcase and drive awareness of your brand.Cendyn's CRM Suite, which works in conjunction with their Data-Driven Digital Marketing Suite, caters to every hotel from large brands to small boutique properties. Using multiple integrations, Cendyn consolidates multiple data points from disparate data transactions to engage with travelers throughout the guest journey. Business rules-based automation combined with dynamic personalization and upsell opportunities drive revenue through multiple channels and help hotels acquire new customers.Hotels are continuing to evolve in how they engage with their guests. By using technology and data to drive this engagement, hoteliers are able to revolutionize how they interact with guests, use tools to drive direct bookings, maintain a brand presence with their most valuable clients and stay competitive in their market. Cendyn's integrated Data-Driven Digital Marketing Suite and Hotel CRM Suite enables hoteliers to keep their guests at the forefront of what they do and concentrate on providing exceptional, personalized customer service at all times.
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Cendyn is Europe's Leading Hotel CRM Technology Provider & Data Driven Marketing Agency 2018 as voted by prestigious World Travel Awards

Cendyntm 4 July 2018
Cendyn, the leading provider of hotel CRM and hotel sales platforms in the hospitality industry, has been voted as Europe's Leading Hotel CRM Technology Provider and Europe's Data Driven Marketing Agency, 2018. The prestigious World Travel Awards recognizes companies, organizations, and brands that push the boundaries of industry excellence."We are truly honored to have won these awards," says Charles Deyo, CEO & President at Cendyn. "The hospitality landscape is constantly evolving, so it is wonderful to see how many hoteliers are embracing this change and adopting technology systems, such as CRM and data-driven digital marketing, to improve how they engage with, and acquire their guests. We see that hotels that implement these technologies not only see more direct, higher yielding bookings but they are also able to watch those guests become returning, loyal guests."Cendyn's CRM Suite caters for every hotelier from large brand to small boutique properties. Using multiple integrations, Cendyn consolidates multiple data points from disparate data transactions to engage with travelers throughout the guest journey. Business rules-based automation combined with dynamic personalization and upsell opportunities drive revenue through multiple channels and helps hotels acquire new customers.eInsight CRM provides enterprise marketing automation and guest intelligence for multi-property/multi-brand hotels and Cendyn's Guestfolio CRM provides intuitive marketing automation and guest intelligence for boutique and independent hotels.Cendyn's unique Data-Driven Digital Marketing Suite enables hoteliers to learn about and target their most valuable guests more than ever before. By targeting the right guests, at the right time, with the right message, hoteliers are able to cut through the noise of the crowded hospitality industry with personalized multi-channel campaigns that showcase and drive awareness of your brand. Using data to pave the way in how hoteliers communicate with their guests has revolutionized how they can learn more about guests' interactions, drive direct bookings, maintain brand presence with their most valuable guests and stay competitive in their market. Cendyn's integrated Digital Marketing Suite and Hotel CRM Suite enables hoteliers to keep their guests at the forefront of what they do and concentrate on providing exceptional, personalized customer service at all times.
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Cendyn releases eNgage application for delivering real-time guest intelligence and recommendations to hotel associates

Cendyntm 15 June 2018
Boca Raton, FL, June 14, 2018 - Cendyn, the leading provider of hotel CRM and sales platforms, announced the next-generation release of its Cendyn eNgage guest intelligence solution. Advancements include enhanced user interface, reporting, rules engine and personalization options.Used in conjunction with Cendyn's eInsight hotel CRM, eNgage sits on top of a hotel's property management system or call center application, intelligently guiding staff to create authentic, meaningful encounters and upsell offerings based on guest history, preferences and loyalty status. The lightweight application can be accessed on any device and features configurable messaging prompts and data displays.Like all Cendyn products, eNgage integrates seamlessly with your other hotel systems, utilizing an open architecture that ensures the accuracy and completion of guest information for all team members at every touchpoint in the guest journey."The right approach to personalization is critical for hotels to balance customers' increasing demand for unique, tailored experiences and apprehension around the use of personal data," said Charles Deyo, President & CEO at Cendyn. "Cendyn's eNgage solution helps hotels navigate this elegantly with customer service and upselling, so guests feel known and valued, not overly monitored. Our technology will always strive to enhance the strength of hospitality teams and help them put the guest at the forefront of what they do."About Cendyn Cendyn is a cloud-based software and services provider that develops integrated technology platforms for driving marketing, sales and event performance in the travel and hospitality industry. The Cendyn Hospitality Cloud offers the most complete set of innovative software and services in the industry, covering hotel marketing, guest engagement, group sales and event management. With offices in Boca Raton, Atlanta, Boston, San Diego, Toronto, Whistler, London, Munich and Singapore, Cendyn proudly serves more than 30,000 hotel clients in 143 countries with enterprise spend levels in excess of $1 billion. ContactMichael BennettSVP Global Marketing & Business DevelopmentCendyn mbennett@cendyn.com561-419-2286
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Cendyn integrates with Sitecore via Hedgehog to elevate real-time marketing personalization

Cendyntm 12 June 2018
Boca Raton -- Cendyn, the leading provider of hotel CRM and hotel sales platforms in the hospitality industry, announced a new partnership with Hedgehog, a digital consultancy, to integrate Cendyn's eInsight customer relationship management (CRM) solution with the Sitecore Experience Platform (CXP) to deliver powerful personalized digital experiences.The agreement will enable Hedgehog to tap Cendyn's guest intelligence engine to fuel live personalization and dynamic pricing based on marketing segmentation and guest profiles in eInsight across Sitecore's digital platforms.The CRM + CXP integration between Cendyn and Sitecore, facilitated by Hedgehog, will allow hotels to ensure their guests receive targeted messaging based on their personal preferences and behaviors stored in Cendyn's central data warehouse across all digital channels. Tackling this at scale, and delivering such personalized messaging in real-time, is huge for the hospitality industry.The arrangement also includes a re-seller agreement with Hedgehog that promotes the sale of Cendyn eInsight as the preferred CRM of choice for hoteliers to Hedgehog customers."Our partnership with Hedgehog for Sitecore CXP integration is a big step forward in helping hotels deliver personalization at scale based on business impact," says Charles Deyo, President & CEO at Cendyn. "By adding this integration to our portfolio, we are continuing to expand our reach as the most connected CRM provider in the industry. This provides a cohesive, clear path to personalization." "The partnership between Hedgehog and Cendyn really spotlights our focus on personalization in the travel and hospitality industry," says Dan Galvez, Founder and CEO at Hedgehog. "By working with Cendyn on this connector, we are helping hotel properties present their guests with individualized experiences tailored to their unique needs."
Article by Nicki Graham

Revenue Manager's guide to CRM

Cendyntm 9 May 2018
Behind every successful CRM program is a team of committed staff, for many hotels, they are made up of:Marketing Manager/Director of MarketingFront Office ManagerGuest Relations ManagerRevenue ManagerGeneral ManagerTo ensure that no opportunity is missed and no guest is overlooked, all members of the CRM team should have a clear understanding of their individual roles and responsibilities. In this article, we take a look at the important role the Revenue Manager plays when it comes to CRM.The Revenue Manager is primarily concerned with driving revenue. Their use of CRM software tends to be limited, but because CRM efforts have a direct impact on revenue generation they have an important stake in their success. For example, if the hotel is forecasting to fall short of budget, a targeted email campaign with an enticing offer may provide the bump in revenue needed to achieve budget. The Revenue Manager therefore works closely with the CRM team to identify revenue opportunities, create marketing campaigns, and play their part in building guest satisfaction.Key areas of responsibilityPlanning. Oversees the implementation of CRM software, staff training, testing and maintenance, and acts as key operator and liaison to the CRM provider.Pre-stay communications. As head of the reservations department, works with marketing to design pre-stay templates, including confirmations, changes and cancellations.Revenue generation. Over the course of the year, identifies periods of low and high demand and works with marketing to create targeted email campaigns to drive higher occupancy, ADR and total spend.Incremental revenue. Optimizes opportunities to increase overall spend such as upgrade offers and invitations to pre-order amenities.Data integrity. Trains agents to update guest profiles at time of reservation with thorough, accurate information and to search existing profiles to avoid duplicates.Loyalty. Ensures that agents recognize repeat guests, prioritize frequent guests for preferential treatment, and invite new guests to join the loyalty program.Communication. Loads promotions, special offers and conditions into the PMS, CRS and distribution channels and ensures that staff are aware of them.Template updates. Works with marketing to ensure that information on pre-stay templates is kept up to date, including cancellation policies, taxes, fees and hours of operation, and that guests are notified of special events, closures and renovations.Data analysis. Uses the CRM to view data and trends related to revenue generation, booking codes and sources, country of origin, and marketing campaigns.CRM tips and best practices for the Revenue ManagerCollect email. For CRM, the email address is the most vital piece of contact information. It's essential that reservations agents collect the guest's email where possible when taking voice reservations, along with mobile number and mailing address.Direct is best. Ensure that all staff understand the value of direct bookings, and work with marketing to create campaigns to encourage return guests to book directly.Get creative. Work with marketing to find creative ways to enhance the guest experience while driving incremental revenue such as suite specials, food and beverage discounts, and late checkout offers.Be a stickler. Conduct regular data quality checks to ensure that staff complete guest profiles thoroughly and accurately, bring errors and omissions to their attention.Would you like to find out more about how CRM fits in with your role? Download our full guide on CRM team best practices.
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Cendyn nominated for two World Travel Awards 2018 across three regions

Cendyntm 3 May 2018
Cendyn, the leading CRM and sales platform in the hospitality industry, has been nominated for two World Travel Awards across three regions; Leading Hotel CRM Technology Provider 2018 and Leading Data Driven Marketing Agency 2018 in North America, Asia and Europe."It's a true honor for us to be nominated again for these awards, especially across some of our biggest growth regions - Europe and Asia" says Charles Deyo, President & CEO of Cendyn. "Hoteliers are really starting to understand how important it is to embrace new technologies that work to enhance their capabilities as a team and also allow them to put the guest at the forefront of what they do. This combined with our loyal clients benefiting from both our CRM Suite and Digital Marketing Suite every day, is a testament to the hard work the Cendyn team put in to be nominated for such prestigious awards."Cendyn's CRM Suite provides a marketing automation and guest intelligence solution that can easily handle complex interfaces, drive loyalty and leverage real-time data to provide personalized one-to-one communications for every guest, no matter what channel they came through. Using sophisticated and learned guest intelligence, Cendyn's CRM reporting, and analytics can be utilized by every department in the hotel to keep track of ROI and revenue growth.Cendyn's unique Data-Driven Digital Marketing Suite enables hoteliers to learn about and target their most valuable guests more than ever before. By targeting the right guests, at the right time, with the right message, hoteliers are able to cut through the noise of the crowded hospitality industry with personalized multi-channel campaigns that showcase and drive awareness of your brand.Using data to pave the way in how hoteliers communicate with their guests has revolutionized how they can learn more about guests' interactions, drive direct bookings, maintain brand presence with their most valuable guests and stay competitive in their market. Cendyn's CRM and Digital Marketing Suite enables hoteliers to keep their guests at the forefront of what they do, and concentrate on providing exceptional, personalized customer service at all times.About World Travel AwardsWorld Travel Awards was established in 1993 to acknowledge, reward and celebrate excellence across all key sectors of the travel, tourism and hospitality industries. Today, the World Travel Awards brand is recognized globally as the ultimate hallmark of industry excellence.
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The Set Hotels looks to the future and implements world's leading hotel CRM platform, Cendyn eInsight, across their hotel group

Cendyntm 10 April 2018
The Set Hotels, known for their modern take on grand luxury, is leading the trend for hoteliers across Europe with their decision to partner with Cendyn, the leading hotel CRM platform.Headquartered in London, ultra-luxury hotel group The Set owns and operates three iconic properties in Europe: Hotel Cafe Royal in London, Conservatorium in Amsterdam and Hotel Lutetia in Paris. With a unique, grand take on each property, The Set prides themselves as a group of hotels that puts the modern guests' needs and expectations at the heart of what they do.Martijn van Eijk, Director of Guest Loyalty & Retention commented, "We're extremely excited to be embarking on this partnership with Cendyn. As one of the most important aspects of what we do, we are looking at multiple ways in which we can leverage the data we have to help drive loyalty and guest retention, whilst ensuring it is managed and utilized in a secure and compliant way. In order for us to use this data in the right way and provide the best possible experience for all our guests, we need an engine to help power that, and that engine is Cendyn."Cendyn will implement a guest intelligence solution utilizing data collected from multiple sources, to provide a true, single source of truth for each guest. This visibility and accessibility will enable each property to gain a clear understanding of their guest history and preferences in real time. It will also keep their guests at the forefront of what they do and allow them to concentrate on providing exceptional service for every guest."We are honored to be partnering with The Set. We are always delighted to see hoteliers looking to the future and embracing technology that will enable them to drive success for years to come" said Charles Deyo, President & CEO, Cendyn. "Using data to pave the way for how they engage with their guests will revolutionize their approach and enable them to provide the experiences that the modern-day guest now expects. As a testament to their plans, our partnership will drive loyalty and brand recognition with every guest, no matter which channel they book through." Transparency and collaboration are at the core of how the team at The Set operates. With the decision to embark with CRM, they have allocated a team of CRM Discovery Experts who sit within each property. They are departmental experts who collaborate and share ongoing updates across the team to ensure a seamless implementation and ongoing commitment to their new approach at driving guest loyalty and retention.About The Set HotelsFounded in 2011, The Set hotels is a collection of modern grand hotels of our time. Located in distinguished addresses in the most vibrant cities across the world, the collection currently comprises Hotel Cafe Royal in London, Conservatorium in Amsterdam and Lutetia in Paris (opening spring 2018). The Set transforms heritage properties into dynamic, diverse hotels offering luxurious contemporary experiences created to engage and inspire guests and leave them with the desire to return. A stay at one of The Set hotels is always 'beautifully composed'.
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Sabre teams up with Cendyn to enhance the SynXis platform with advanced CRM capabilities

Cendyntm 7 March 2018
Berlin, Germany -- Sabre Corporation (NASDAQ: SABR), the leading technology provider to the global travel industry, today announced an enhanced technology agreement with Cendyn, the best-in-class customer relationship management (CRM) solutions provider. This arrangement expedites Sabre's rollout of new, intelligent guest profile and experience management capabilites through the SynXis Enterprise platform that will revolutionize insights and personalization opportunities for the hospitality industry."Our SynXis platform is emerging as a single source of truth for the hospitality industry, given the span of our products and Sabre's unique position within the marketplace," said Mike Rodger, vice president of product marketing for Sabre. "As our customers begin to focus on enhancing guest interactions and personalizing offers, an alliance with Cendyn allows us to leverage the power of SynXis to drive actionable insights in this space. We'll enable hotel staff to provide consistently remarkable service and generate new revenue opportunities based on guest attributes - including preferences, insights, stay history and shopping behavior."Sabre's collaboration with Cendyn provides SynXis customers with fully-integrated guest profile management, personalization, audience segmentation, multi-channel marketing automation and loyalty program management, paving the way for cutting-edge innovations later this year from Sabre in the guest experience space.According to Forrester, almost 62 percent of online adults have chosen, recommended or paid more for a brand that provides a personalized service or experience and 51 percent of travelers are open to sharing personal information in return for relevant offers.1"Sabre provides powerful tools for businesses across the travel industry, and we saw an opportunity to partner our technologies to enhance the entire hotel guest experience," said Tim Sullivan, chief sales and marketing officer at Cendyn. "This close collaboration between two industry-leading hospitality technology solutions in the personalization, hotel CRM, marketing automation and loyalty space will create huge opportunities for Sabre's customers to drive profitable revenue growth, guest satisfaction, and loyalty."
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What does the future look like for the hospitality industry?

Cendyntm 28 February 2018
What does 2018 and beyond mean for your hotel? A hotelier's focus is, and always has been putting the guest first, but what does that mean for the industry right now and over the next few years? We talked to hotel leaders and experts in the industry within Asia-Pacific to see what their plans were and how they were hoping to achieve their goals. Created in collaboration with HSMAI Asia-Pacific, thank you to the following hoteliers and industry experts who shared their insights for this video series:Bryan Bailey, VP Revenue & Distribution for Minor HotelsMarcos Cadena, VP Digital, eCommerce & Distribution for Minor HotelsDr Detlev Remy, Associate Professor, Singapore Institute of TechnologyJai Govindani, CTO Red Planet HotelsJC Wong, Young Tourism Professional Ambassador, PATA
Article by John Seaton

The key trends shaping the hospitality industry in 2018

Cendyntm 14 December 2017
1. In your opinion, what are the top three trends that hoteliers should be aware of going into 2018?The evolving nature of the guest experience and keeping up with guests' needs and expectations is a huge focus for the hospitality industry. For a hotel, managing the customer relationship is one of the most critical elements of gaining and increasing loyalty, and yet can be the most difficult for hotels to master, as customers interact with them via a burgeoning number of contact points: email, mobile, social media, at the front desk and throughout the hotel property. Never before has technology played a more important role in improving what is ultimately the human experience of hospitality, both in terms of curating and providing it, but also in the way that customers express their gratitude for that experience in the form of loyalty. Secondly, understanding the capabilities of artificial intelligence (AI) and how that can focus and positively affect the interaction between the guest experience and the hotel. The focus for technology companies serving the hospitality industry is to enable hotels to communicate more effectively with their guests so that they are able to deliver the right message to the right person, at the right time and importantly through the right channel for that guest. With GDPR coming into effect in May 2018, never before has it been so important for hotels to ensure their communication with the guest is relevant and the data they store about a guest is compliant with these new regulations. Lastly, a key focus is personalization. Technology companies will need to work more closely together for the benefit of mutual customers to enable personalization between the hotel and their guests. Customer relationship management (CRM) is no longer just a tool for the sales and marketing departments, CRM is a tool that benefits the operations, revenue management, and distribution departments as well. Because of this, hotels are looking to integrate CRM with their other technology vendors as well, bringing the various data sources into one central place to create a single version of truth about that guest. This enables greater personalized communication between the hotel and the guest. For example, integrating a CRM to a revenue management system has enabled our customers to now offer personalized pricing based on the guests' profile including the recency, frequency and monetary value of that guest to the hotel.2. What is the biggest challenge the hospitality industry is facing? One of the biggest challenges, and opportunities, is how small our planet has become and ultimately how that has made travel easier and more accessible than ever before. This challenge opens up a wealth of opportunity but every culture and guests' needs are different. The industry needs to be mindful of this when managing travel and guest experiences on such a scale. Combine this need with the GDPR regulations coming into effect in 2018, it is imperative that hotels are working with CRM solution providers to ensure the guest profile data is accurate, communication is effective and profile data is managed in compliance with the new regulations.3. In the next 5 years, what role do you see Cendyn playing in the hospitality industry?CRM has become front of mind for hoteliers across the globe. Not just because of its ability to process data and provide a clear, digestible view of that data, but because it is the only way to process data from multiple technology platforms within a hotel and then provide a single version of truth for every guest. This has become imperative for hoteliers who want to provide a truly personalized experience, drive loyalty to their brand and stay competitive. In the next five years, this will become even more apparent as guests become savvier and demand more from their travel experiences. For hoteliers to stay ahead of the curve, we've seen that using data to pave the way in how hoteliers communicate with their guests has revolutionized how they can learn more about guests' interactions, drive direct bookings, maintain brand presence with their most valuable guests and stay competitive in their market. Our continued investment enables hoteliers to keep their guests at the forefront of what they do, and concentrate on providing exceptional, personalized customer service at all times. And as AI becomes more of the norm, hoteliers will need to embrace the ability to use machines/technology to aggregate information and learn from data to provide a seamless experience for every guest.
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Cendyn is the World's Leading Data Driven Marketing Agency 2017 as voted by prestigious World Travel Awards

Cendyntm 11 December 2017
"It's an absolute honor to win this award" says Tim Sullivan, Chief Sales & Marketing Officer at Cendyn. "We see day-in-day-out how many of our customers are now embracing the ability to use their data to enhance their digital marketing efforts to get more guests through the door. Not only do they see more direct, higher yielding bookings but using our CRM integration, they are able to watch those guests become returning, loyal guests."Cendyn's unique Data-Driven Digital Marketing Suite enables hoteliers to learn about and target their most valuable guests more than ever before. By targeting the right guests, at the right time, with the right message, hoteliers are able to cut through the noise of the crowded hospitality industry with personalized multi-channel campaigns that showcase and drive awareness of your brand.Using data to pave the way in how hoteliers communicate with their guests has revolutionized how they can learn more about guests' interactions, drive direct bookings, maintain brand presence with their most valuable guests and stay competitive in their market. Cendyn's integrated Digital Marketing Suite and Hotel CRM Suite enables hoteliers to keep their guests at the forefront of what they do, and concentrate on providing exceptional, personalized customer service at all times.About CendynCendyn is a cloud-based software and services provider that develops integrated technology platforms for driving sales and marketing performance in the travel and hospitality industry. The Cendyn Hospitality Cloud offers the most complete set of innovative software and services in the industry, covering hotel marketing, guest engagement, group sales, and event management. With offices in Boca Raton, Atlanta, Boston, San Diego, Toronto, Whistler, London, Munich and Singapore, Cendyn proudly serves more than 30,000 clients in 143 countries with enterprise spend levels in excess of $1 billion. For more information on Cendyn, visit www.cendyn.com. About World Travel Awards World Travel Awards was established in 1993 to acknowledge, reward and celebrate excellence across all key sectors of the travel, tourism and hospitality industries. Today, the World Travel Awards brand is recognised globally as the ultimate hallmark of industry excellence.
Article by Casey Munck

5 ways AI is transforming hotel marketing

Cendyntm 22 November 2017
At Cendyn, we help hotels apply this technology to the far corners of their organizations. With an AI foundation, hotel marketers can make better decisions, faster, even automatically, for the betterment of guests and the business.As such, here are five ways we're seeing AI transform hotel marketing: Data-driven marketing Data has shifted the foundation of the hotel industry. Managers can now segment guest profiles to infinite degrees, creating a comprehensive picture of who's staying at their properties. Managers can also track guest habits, interests, preferences and any unrecognized revenue opportunities or paths to stronger brand loyalty -- it's all in the data. Adaptive upsell offerings Understanding a guest's preferences and buying patterns is not unlike predicting a stock price. Artificial intelligence engines not only unlock the future with past data, but create feedback loops so those improvements always build on themselves.No more courting attention with shotgun-approach emails, ads and commercials. Marketers are shifting from a pattern of interruption to weaving offers and touchpoints into the guest's life on and off property. Constantly evolving segmentation Each step of the guest lifecycle contains finely-tuned datapoints; reason for travel, booking date, date of last stay, amenity preferences, activity preferences, dining habits, total spend, not to mention personal datapoints like email, address, birthdate, education, income, job title, primary language and marital status -- even listing them all feels overwhelming. But these pieces fit into one constantly changing puzzle that intelligence algorithms analyze with ease. Enhanced guest profilesGuest data must go far beyond email, age and address. Central data intelligence warehouses can weave disparate databases and create a "Single Version of Truth," which includes guest history, value, preferences, behavior, satisfaction, and intent.Hotel systems for property management (PMS), point of sale (POS), central reservations (CRS), call center, food & beverage, and spa all contain the data to improve guest experiences and build loyalty.Customization across the guest experience Take the confirmation email, a baseline practice for any hotel. Customization is key. "Thanks for your reservation, John. We look forward to seeing you." But with artificial intelligence engines understanding John's history, the next time he makes a reservation -- without human intervention -- that email can read, "Thanks for staying with us again, John. We reserved you a room facing the pool. Click here if you'd like to book a discounted massage at the spa," and contain images most relevant to John's lifestyle. Interested in learning how Cendyn's hospitality marketing solutions can help you succeed? Schedule a demo and free business consultation today.
Article by Xundong Ding

Diving deep into data intelligence to drive guest loyalty & hotel revenue

Cendyntm 20 November 2017
Why is hospitality such a data rich industry? The hospitality industry caters to millions of people daily. It is a data rich field capturing massive volumes of information, all generated from different systems like bookings, POS, PMS and loyalty. It's now possible to add public social media data, online review data, and other sources of guest information like service requests and post-stay feedback to the mix.Where are hotels focusing development in response? Hotels are trying to flow all data from different systems into a centralized location for future analysis and usage. They then develop a system to use the data to create a comprehensive guest profile, which can be referenced to create a unique customer journey and guest experience. That's where Cendyn comes into the picture with our hotel CRM solution. With customer data all gathered in a central place, it makes it easier to see the big picture. Hotels can then make better informed decisions when it comes to marketing and customer service.What is the biggest challenge in working with data and hotel systems? Most hotels use disparate platforms for daily operations like POS, PMS, email marketing and analytics, online reputation management, and others. They are powerful, but do not connect and share data with one another on their own. This makes it difficult to aggregate the data to gain insights and act either on a single guest or the guest database.What are the benefits of centralizing hotel systems to best use guest data?In an increasingly competitive industry, personalized actions will make the difference between an ordinary stay and one that is truly exceptional. A centralized CRM will house all data streams interlinked and create a global guest profile, which can be used to create a unique customer journey and guest experience. At Cendyn, we like to call it a "single point of truth." Hotels need to get familiar with their guests to deliver personalized, high-touch experiences that today's customers expect. They need to think about the relevance of their communications and service to each guest to increase guest satisfaction and loyalty.How can hotels use data intelligence to drive loyalty and revenue? By keeping guest information in a global CRM profile, hotels can personalize the customer experience and always stay one step ahead. Keeping an eye on preferences and the way people use the hotel, such as early morning alarm calls, favorite beverages, and gym use, gives hotels the opportunity to adjust services accordingly. Knowing when the guests are likely to travel and offering them a special deal or an especially warm welcome breeds loyalty. Over time, as you build a relationship with each guest, your profiles will keep growing and expanding, offering a 360-degree view to enable a truly personalized guest experience that drives loyalty and revenue.How can hotels harness aggregated guest data analytics? Once hotels combine data collected from guests in CRM, they can use analytics to segment according to booking trends, behavior and other factors to reveal their likelihood to respond to promotions and emerging travel trends. It is important for hoteliers to understand guest preferences (locations, activities, and room types), purchase behavior (frequency, length of stay, time of year) and profit potential to increase brand loyalty. Focusing on the wrong guests reduces profitability across the enterprise. For example, if a hotel targeted guests who would likely take advantage of spa services, golf and restaurants, rather than guests who only generate room nights, they could significantly increase revenues and profitability.Considering the future of hotels, where do you see data driving development next? Technology in the hospitality industry is getting more sophisticated every year. What's next? Using machine learning to predict future trends for customer behavior and revenue patterns, as well as how to handle large volumes of data for more intelligent processing.
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Cendyn nominated for 2 World Travel Awards!

Cendyntm 12 October 2017
Cendyn, the leading CRM and sales platform in the hospitality industry, has been nominated for two World Travel Awards; World's Leading Hotel CRM Technology Provider 2017 and World's Leading Data Driven Marketing Agency 2017. "It's an absolute honor to be nominated for the fourth year in a row" says Charles Deyo, President & CEO of Cendyn. "We have seen such incredible continued growth from both product suites and have an exciting roadmap in place for 2018 and beyond. This combined with our loyal clients benefiting from both our CRM Suite and Digital Marketing Suite every day, is a testament to the hard work the Cendyn team put in to be nominated for such prestigious awards."Cendyn's CRM Suite provides a marketing automation and guest intelligence solution that can easily handle complex interfaces, drive loyalty and leverage real-time data to provide personalized one-to-one communications for every guest, no matter what channel they came through. Using sophisticated and learned guest intelligence, Cendyn's CRM reporting, and analytics can be utilized by every department in the hotel to keep track of ROI and revenue growth.Cendyn's unique Data-Driven Digital Marketing Suite enables hoteliers to learn about and target their most valuable guests more than ever before. By targeting the right guests, at the right time, with the right message, hoteliers are able to cut through the noise of the crowded hospitality industry with personalized multi-channel campaigns that showcase and drive awareness of your brand.Using data to pave the way in how hoteliers communicate with their guests has revolutionized how they can learn more about guests' interactions, drive direct bookings, maintain brand presence with their most valuable guests and stay competitive in their market. Cendyn's CRM and Digital Marketing Suite enables hoteliers to keep their guests at the forefront of what they do, and concentrate on providing exceptional, personalized customer service at all times.VOTE FOR US!About World Travel AwardsWorld Travel Awards was established in 1993 to acknowledge, reward and celebrate excellence across all key sectors of the travel, tourism and hospitality industries. Today, the World Travel Awards brand is recognised globally as the ultimate hallmark of industry excellence.
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New Cendyn Report: Personalizing the Guest Experience

Cendyntm 30 August 2017
Hotels and their amenities are designed to provide guests with a truly unique experience, and your hospitality marketing should do the same. With the advancement of Hotel CRM and digital technology, it is now possible to create meaningful interactions throughout the entire guest journey, starting at pre-arrival and continuing post-stay through the loyalty loop. The key to success is simple: know your guest so you can anticipate their preferences and desires. Hotels who personalize their communications to plan, guide and nurture their guests' experiences are able to turn those guests into loyal brand supporters and advocates. With value and experience at the center of their campaigns, these hotels are able to break away from discount-driven marketing.When it comes to personalizing their communications and implementing one-to-one marketing, many hoteliers are not sure where to start. At first glance the process can seem intimidating, but with the right guidance and tools, you can implement one-to-one marketing with confidence and ease.Download the Report
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Minor Hotels partner with CRM leader, Cendyn

Cendyntm 25 July 2017
Cendyn, the leading CRM and sales platform in the hospitality industry, has been selected as the partner of choice for Minor Hotels, a diverse spectrum of hotel chains and brands connected to the needs and desires of today's global travelers.Cendyn was selected by Minor Hotels to help drive loyalty and improve engagement with their guests to deliver the right communication, to the right guest, at the right time. Using unrivalled connectivity to third party vendors, reporting and analytics, Cendyn will provide all five brands in the Minor Hotels group with true intelligence of every guest, across all their hotels, no matter what channel they came through.Eric Cartwright, Director Loyalty & Partnerships, Minor Hotels, commented, "We are delighted to begin our relationship with Cendyn. As a CRM leader, Cendyn embodies what Minor Hotels feels to be a like-minded partner. While we grow beyond our current state, following our roadmap of expansion, we need to future-proof our customer platforms to allow us the ability to immediately recognize our valued, repeat guests as well as our first-time guests in a manner that augments our existing DISCOVERY loyalty program, by delivering insights on each individual so that we can drive loyalty through service delivery, analytics, and timely communication. As we expand, this platform will enable us to easily add functionality and service to our growing portfolio, without the need to rethink platforms."Cendyn will implement a guest intelligence solution utilizing data collected from multiple sources to provide a true, single profile of each guest. This visibility will enable every brand in the group to gain a clear understanding about the history and preferences of each guest in real time, regardless of how they booked."We are honored to be partnering with the prestigious Minor Hotels group. One thing that resonates with Minor Hotels is their drive to put the guest first in everything they do." said Charles Deyo, CEO & President of Cendyn. "Using Cendyn's fully integrated eInsight CRM solution will allow each of their five brands to harness their data to better understand their guests and improve how they engage and drive loyalty with them. Year on year, Cendyn's eInsight CRM customers continue to see increased brand loyalty from their guests which has led to significant return on investment for each of our clients. We look forward to seeing such growth with the Minor Hotels group."Using data to pave the way in how hoteliers communicate with their guests has revolutionized how they can learn more about their guests' interactions, drive direct bookings, maintain brand presence with their most valuable guests and stay competitive in their market. Cendyn's CRM and Loyalty Suite enables hoteliers to keep their guests at the forefront of what they do, and concentrate on providing exceptional, personalized customer service at all times.About Minor HotelsMinor Hotels is an international hotel owner, operator and investor currently with 154 hotels. As an international hotel group, we passionately explore new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to a variety of travellers, serving new passions as well as personal needs. Through our Anantara, AVANI, Elewana, Four Seasons, Marriott, Oaks, St. Regis and Tivoli properties, Minor Hotels operates in 24 countries across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America. With dynamic plans to expand our existing brands and explore strategic acquisitions throughout opportunistic markets, Minor Hotels pursues a vision of a more passionate and interconnected world.
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Cendyn joins the Cloud Security Alliance

Cendyntm 20 July 2017
The CSA is a not-for-profit organization with a mission to promote the use of best practices for providing security assurance within Cloud Computing, and to provide education on the uses of Cloud Computing to help secure other forms of computing."We pride ourselves on our continued commitment to data and cloud computing security at Cendyn." said Charles Deyo, CEO & President of Cendyn. "Our clients range from some of the largest groups of hotels in the world, to some of the most bespoke independent, boutique properties, all with different needs for their data. While the data landscape and security needs are continuously changing for every one of our clients, our membership with the CSA is a testament to our dedication to them, no matter who or where they are in the world."Cendyn's membership in the Cloud Security Alliance assures hoteliers that all Cendyn products have the security and credibility required of more than 200 other businesses. This demonstrates their dedication to providing secure technology products through this membership."Cendyn is a cloud-based organization that puts security and data integrity at the heart of what they do," said Jim Reavis, co-founder and CEO of the CSA. "With their extensive experience delivering secure data across the globe, for all their clients, we welcome them and look forward to Cendyn sharing their wealth of insights on data security and deliverability with our membership." About Cloud Security AllianceThe Cloud Security Alliance (CSA) is the world's leading organization dedicated to defining and raising awareness of best practices to help ensure a secure cloud computing environment. CSA harnesses the subject matter expertise of industry practitioners, associations, governments, and its corporate and individual members to offer cloud security-specific research, education, certification, events and products. CSA's activities, knowledge and extensive network benefit the entire community impacted by cloud -- from providers and customers, to governments, entrepreneurs and the assurance industry -- and provide a forum through which diverse parties can work together to create and maintain a trusted cloud ecosystem. CSA operates the most popular cloud security provider certification program, the CSA Security, Trust & Assurance Registry (STAR), a three-tiered provider assurance program of self assessment, 3rd party audit and continuous monitoring. CSA launched the industry's first cloud security user certification in 2010, the Certificate of Cloud Security Knowledge (CCSK), the benchmark for professional competency in cloud computing security. CSA's comprehensive research program works in collaboration with industry, higher education and government on a global basis. CSA research prides itself on vendor neutrality, agility and integrity of results. CSA has a presence in every continent except Antarctica. With our own offices, partnerships, member organizations and chapters, there are always CSA experts near you. CSA holds dozens of high quality educational events around the world and online. Please check out our events page for more information.About CendynCendyn is a cloud-based software and services provider that develops integrated technology platforms for driving sales and marketing performance in the travel and hospitality industry. The Cendyn Hospitality Cloud offers the most complete set of innovative software and services in the industry, covering hotel marketing, guest engagement, group sales, and event management. With offices in Boca Raton, Atlanta, Boston, San Diego, Toronto, Whistler, London and Singapore, Cendyn proudly serves more than 30,000 clients in 143 countries with enterprise spend levels in excess of $1 billion. For more information on Cendyn, visit www.cendyn.com.
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Enhancing Loyalty: Best Practices For CRM Systems In Asia-Pacific

Cendyntm 17 July 2017
Managing the customer relationship is one of the most critical elements of gaining and increasing loyalty, and yet can be the most difficult for hospitality chains to master, as customers interact with chains via a burgeoning number of contact points; email, mobile, online, and of course, at the front desk. Never before has technology, and specifically software, played a more important role in improving what is ultimately the human experience of hospitality, both in terms of curating and providing it, but also in the way that customers express their gratitude for that experience in the form of loyalty.
Article by Piers Hughes

The importance of connectivity and integrations within the hospitality industry

Cendyntm 17 July 2017
Piers Hughes, Cendyn's Chief Information Officer shares his insights with us on how integrations with CRM and third party technology vendors lay the foundations to data insight for hoteliers and how they, in turn, can use CRM to evolve alongside the changing landscape of the hospitality industry. Data acquisitionThe way we use data has changed. As a CRM platform and data warehouse, we used to just focus efforts on getting enough information to send communications out to guests or even just to get enough details to fill out a guests' profile. We now need to focus our efforts on looking beyond that profile to see what the guest wants and needs are and use it to predict their behavior throughout the guest travel journey. Using data in this way has revolutionized how hoteliers can look to target their most valuable guests, look at how they can reduce costs, drive more direct bookings, maintain brand presence and stay competitive. How do they do all of this? Well, we've seen that the best way to achieve this is to pull data, from as many sources as you possibly can, configure it into a consistent format and relay that information and data into one single platform or dashboard to get a complete picture for the hotelier. From there, hoteliers are able to action that data in the ways that work for their guests. The evolution of technology in the hospitality industryBack in the day, everything in hotels used to be manual. From entering in a new booking, logging housekeeping activity to tracking room keys. It was a high cost, labor-intensive industry with no means to understand the difference between loyal guests and their preferences and those who visit once, never to return again. What we've seen in the industry however, is revolutionary. Technology advancements and changes in consumer travel behavior, whether it be for business or leisure, has shaped how hoteliers engage, manage bookings (direct or via other channels), measure and drive revenue and work together within the hotel. There are hotels leading the way in how they use technology and those at the other end of the spectrum, but what we do see day-in-day-out is in those hotels that have done so, have an improved ability to; send the right message to the right guest, through the right channels; gain a clear understanding about the history and preferences of each guest in real time regardless of how they booked; empower their guests to receive information and communicate in the ways that work for them; and deliver the best kind of service, whether it be human interaction or through the use of technology. I see the future of this industry evolving further on this basis with more open integrations between technology platforms and a higher flow of data between platforms. From this we'll see an increase in learned automation and intelligence that can deliver more of the right messages, at the right time through the right channel. Whatever those channels may be. Where does what you do fit into all of this?As the most connected customer relationship management (CRM) solution in the hospitality industry, Cendyn works hard to continue to innovate, evolve and partner with other leaders in the industry. We provide the solution to, what can feel like, a data avalanche by providing integrations to over 170 technology partners. These integrations all pull into our solution to provide a cohesive, clear way to view and take action on all that data. We like to think of our CRM as the glue that binds PMS data and third-party vendors together to push out consistent information for hotel brands to help retain and nurture guests. Each entity, or integration is unique, so every interface at the integration level is tailored specifically for that hotel, hotel group or brand. In order to be this specific, we have to continuously evolve to be in tune with emerging and fast-growing markets around the world. Data privacy laws vary in every region too, so we ensure we're aligned with every region and their laws to maintain the most secure data for every hotelier and their guests. It's a huge bonus for hoteliers as they have the freedom to pick and choose the vendors they want to work with but have the knowledge that their CRM will always be able to bring that information together into a single point of truth for every guest. It's now on the hotelier to demand the need for a CRM that will provide good quality, secure data that puts their guests first.
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Industry's weapon of choice emerges to battle OTAs for direct bookings

Cendyntm 27 June 2017
Cendyn, the most integrated CRM provider in the hospitality industry, is proud to announce the international debut of the company's flagship enhanced loyalty solution, eLoyalty. Created specifically for hotels, it gives loyalty members an easy-to-use portal to view status, redeem rewards and manage profiles, while providing staff with centralized management across the loyalty ecosystem.eLoyalty, which is fully-integrated with Cendyn's eInsight CRM, is one of the hospitality industry's only dedicated loyalty platforms on the market today. Offering flexible configuration, eLoyalty boasts off the shelf scalability and automation with the flexibility needed by hotels to build unique loyalty programs.HHM's Independent Portfolio of Hotels, with 12 boutique hotels in cities like New York and Key West, recently selected Cendyn eLoyalty alongside Cendyn CRM, email marketing and other Cendyn technology solutions."Cendyn e-Loyalty helps us better serve our guests and improve the guest experience," said Anthony Scotland, Senior Manager for Loyalty and Brand Marketing for HHM's Independent Portfolio of Hotels. "Cendyn gives us the ability to see data more clearly and better understand a guest's journey."eLoyalty gives hoteliers a 360-degree view of guests and the ability to nurture customer relationships with a natural cadence that drives repeat bookings and brand loyalty."A loyalty program is one of the most important weapons a hotel can deploy in competing against the OTAs for direct bookings," said Tim Sullivan, Cendyn Chief Sales and Marketing Officer. "eLoyalty is the most powerful loyalty platform available, backed by the innovative technology and services that hoteliers have come to love from Cendyn."About Cendyn Cendyn is a cloud-based software and services provider that develops integrated technology platforms for driving sales and marketing performance in the travel and hospitality industry. The Cendyn Hospitality Cloud offers the most complete set of innovative software and services in the industry, covering hotel marketing, guest engagement, group sales, and event management. With offices in Boca Raton, Atlanta, Boston, San Diego, Toronto, Whistler, London and Singapore, Cendyn proudly serves more than 30,000 clients in 143 countries with enterprise spend levels in excess of $1 billion. For more information on Cendyn, visit www.cendyn.com. About Independent Collection HotelsThe IC is a growing collection of cultivated lifestyle hotels located in unique residential neighborhoods of gateway cities across the US. Founded in New York, first in Tribeca and then in Brooklyn, it has grown to Philadelphia's Midtown Village, Boston's West End and Cambridge, Washington's Capitol Hill and Dupont Circle, down to South Florida in Miami's South Beach and Key West, and west to Santa Barbara and Santa Monica across the last five years. This distinctive hotel concept is renowned for its simple sophistication, authentic connection to local communities and personalized service. Independent Collection hotels are created for the independently minded traveler and invite guests to experience the true spirit of the city. For more information on Independent Collection, please visit www.independentcollection.com.
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The OTA Shift

Cendyntm 25 June 2017
Let's face it, the OTAs are not getting any smaller. Online travel agent (OTA) bookings have steadily increased at the expense of hotels, taking advantage of a thriving digital travel market to strengthen their position and impose conditions in exchange for increased exposure - including 15% -25% commissions. The resulting rise in distribution costs and the pressure on those rates are challenging hotel owners and managers to maintain profit levels. Understandably, hotels prefer direct bookings.
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Cendyn debuts flagship loyalty solution for hotels at HITEC 2017

Cendyntm 25 June 2017
Toronto - June 26, 2017 - Cendyn, the most integrated CRM provider in the hospitality industry, is proud to announce the international debut of the company's flagship enhanced loyalty solution, eLoyalty. Created specifically for hotels, it gives loyalty members an easy-to-use portal to view status, redeem rewards and manage profiles, while providing staff with centralized management across the loyalty ecosystem.eLoyalty, which is fully-integrated with Cendyn's eInsight CRM, is one of the hospitality industry's only dedicated loyalty platforms on the market today. Offering flexible configuration, eLoyalty boasts off the shelf scalability and automation with the flexibility needed by hotels to build unique loyalty programs. HHM's Independent Portfolio of Hotels, with 12 boutique hotels in cities like New York and Key West, recently selected Cendyn eLoyalty alongside Cendyn CRM, email marketing and other Cendyn technology solutions. "Cendyn e-Loyalty helps us better serve our guests and improve the guest experience," said Anthony Scotland, Senior Manager for Loyalty and Brand Marketing for HHM's Independent Portfolio of Hotels. "Cendyn gives us the ability to see data more clearly and better understand a guest's journey."eLoyalty gives hoteliers a 360-degree view of guests and the ability to nurture customer relationships with a natural cadence that drives repeat bookings and brand loyalty. "A loyalty program is one of the most important weapons a hotel can deploy in competing against the OTAs for direct bookings," said Tim Sullivan, Cendyn Chief Sales and Marketing Officer. "eLoyalty is the most powerful loyalty platform available, backed by the innovative technology and services that hoteliers have come to love from Cendyn." About Cendyn Cendyn is a cloud-based software and services provider that develops integrated technology platforms for driving sales and marketing performance in the travel and hospitality industry. The Cendyn Hospitality Cloud offers the most complete set of innovative software and services in the industry, covering hotel marketing, guest engagement, group sales, and event management. With offices in Boca Raton, Atlanta, Boston, San Diego, Toronto, Whistler, London and Singapore, Cendyn proudly serves more than 30,000 clients in 143 countries with enterprise spend levels in excess of $1 billion. For more information on Cendyn, visit www.cendyn.com.About Independent Collection HotelsThe IC is a growing collection of cultivated lifestyle hotels located in unique residential neighborhoods of gateway cities across the US. Founded in New York, first in Tribeca and then in Brooklyn, it has grown to Philadelphia's Midtown Village, Boston's West End and Cambridge, Washington's Capitol Hill and Dupont Circle, down to South Florida in Miami's South Beach and Key West, and west to Santa Barbara and Santa Monica across the last five years. This distinctive hotel concept is renowned for its simple sophistication, authentic connection to local communities and personalized service. Independent Collection hotels are created for the independently minded traveler and invite guests to experience the true spirit of the city. For more information on Independent Collection, please visit www.independentcollection.com.Media Contact: Casey Munckcmunck@cendyn.com
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3 Essential Components of Hotel CRM - Cendyn

Cendyntm 28 April 2017
Cendyn's Chief Sales & Marketing Officer Tim Sullivan on the three essential components of true hotel CRM. Cendyn's CRM platform is designed specifically for hotels and resorts. Discover the three core components of true hotel CRM and how these features address the unique challenges and opportunities within the hospitality industry.
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Hotel ICON selects Cendyn as CRM and loyalty provider

Cendyntm 7 April 2017
Cendyn, the hospitality software leader, is continuing to broaden its reach in the Asia Pacific region with Hotel ICON, the latest property in Hong Kong to select Cendyn as their CRM and loyalty partner.With its unique and upscale design concept, Hotel ICON prides itself on providing the ultimate experience for every guest. Using Cendyn as their CRM and loyalty provider, Hotel ICON will be able to consolidate their revenue and marketing strategies to complete the guest experience from booking to departure."We have been looking for a highly-advanced CRM which can help us integrate our customer retention and revenue management strategy," said Mr. Richard Hatter, General Manager of Hotel ICON. "We are so glad that Cendyn could provide us with a solution to do just that. Furthermore, Cendyn provides us with a platform that can enhance the guest experience prior to and during their stay with us."Cendyn's CRM will provide a guest intelligence solution that utilizes data collected from multiple sources to provide a true, single profile of each guest. Using that data, Hotel ICON will be able to communicate to each guest through the channels that work for them and learn more about each guest throughout their travel journey. It will drive guest retention over time and create more loyal, brand advocates from their customer base."Hotel ICON is a hotel that pushes the boundaries of innovation within the luxury hotel sector. Understanding and ensuring they meet every guest's needs is at the core of everything Hotel ICON stands for. Cendyn is proud to be Hotel ICON's chosen CRM & Loyalty technology partner," said John Seaton, Managing Director, International of Cendyn."The Cendyn Marketing Cloud provides a fully integrated platform which harnesses hotel data from across all its systems to create a single version of truth as it relates to their guests' profile data," Seaton said. "This in turn empowers the hotel and its staff to deliver the right message, to the right guest, at the right time and most importantly through the right channel. We are excited to bring the benefits of our unrivalled CRM and loyalty technology platform to Hotel ICON as we continue to grow aggressively throughout Asia Pacific and worldwide."Cendyn combines first and third party data sources to deliver dynamically generated, one-to-one marketing across all digital marketing channels: email, web, display, mobile, and social. This in turn allows Hotel ICON to have a better understanding of who their guests are, personalize the experience for every guest, increase guest satisfaction and loyalty and drive revenue.About Hotel ICONUnlike any other, Hotel ICON is an upscale Hong Kong hotel in the heart of Tsim Sha Tsui East. Standing as a testament to Hong Kong's creative energy and vibrant arts scene, Hotel ICON showcases work from the city's celebrated designers and the world's most acclaimed architects. Offering the ultimate in comfort and committed to service excellence, Hotel ICON's 262 stylish guestrooms comprise seductive extras, including complimentary wired and Wi-Fi internet connections, smartphone with unlimited mobile data and an ultra-slim 40" Ultra High Definition LED TV.Located on level 9, Hotel ICON's Angsana Spa is a tranquil oasis while the harbor-facing outdoor swimming pool and fitness center allow guests to exercise while enjoying views of Hong Kong Island's spectacular skyline.With a maximum capacity of 580 persons, Hotel ICON's grand Silverbox ballroom is the ideal venue for a celebration or theatre-style conference. Hotel ICON houses three restaurants: Above & Beyond, The Market and GREEN, providing guests with exceptional quality of the food and impeccable service. wallpaper* magazine included Hotel ICON in its 2011 list of the world's Best Business Hotels and DestinAsian included the hotel in its Luxe List 2011. The premier hotel has also won in 2 categories including the Top 25 Hotels in Asia in the 2017 TripAdvisor Traveler's Choice Awards.

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