Serena Hotels has partnered with dailypoint to reinvent the Prestige Club, the hospitality group’s loyalty program. With more than 30 properties in eight countries across Africa and Asia including Kenya, Tanzania, Rwanda and Pakistan, Serena Hotels has implemented dailypoint’s Customer Data Platform (CDP) to consolidate the data from Prestige Club in one place, create a modern loyalty scheme, boost its efficiency and improve the service offered to its members.
With the integration into dailypoint’s CDP, the reward program has improved the recognition of its customers across all properties, who can now earn and redeem points not only in stays, but also in food and beverages services, spas, and laundry at the hotels. Through the Prestige Club portal and app, guests now have full access to their profile information, can check points, and request their redemption. Members of the program also benefit from much more tailored services and experiences designed by the hotel group to meet their preferences.
Implementing dailypoint’s solution in the Prestige Club is also having a positive impact on Serena Hotel’s operational efficiency and on its Return on Investment (ROI). It provides the group employees with a clear structure and transparent rules for upgrades, downgrades, and extension of membership levels. At the same time, it simplifies operations through automated points and level management. Additionally, with dailypoint’s CDP solution, the hospitality group is improving the personalization and effectiveness of communication and marketing campaigns for their most loyal customers.
“Through the integration of our Prestige Club into dailypoint’s Customer Data Platform, our guests benefit from consistent recognition, clear loyalty benefits and personalized communication across the entire Senera Hotels Properties” – explains Hina Nazir, Marketing and Communications Manager of Serena Hotels. “Our goal is clear: create a modern, scalable loyalty program connected to a single source of information”.
“We have developed our software solutions to encompass a wide range of features such as customer retention, guest feedback management, operational support, communications and in-depth analytics to support strategic decision-making in the hospitality sector” – says Maarten Edelman, Vice President Business Development at the software company, which has offices in Germany, the US and Dubai. “As the implementation of our CDP in Serena Hotels shows, we place our customers at the heart of what we do. Flexibility and the determination to adapt our services to their needs are key parts in the process.”
Among the latest partners to join dailypoint’s platform is Mirror Lake Inn Resort & Spa, a four-star property with 131 rooms located in Lake Placid, New York (United States). The hotel has implemented the software company’s solutions to automate manual guest feedback and data processes. As a result, Mirror Lake Inn has improved its operational efficiency and data quality, as well as its marketing performance, generating more than 200,000 USD in additional revenue.
