Hilton Newark Penn Station, NJ
CRM isn’t just about technology and information. The system stores the data, but it’s teamwork that translates it into great service. Just ask frequent guest Mr. Berricker. When he arrives, foam pillows, jazz music and Polka Dot Riesling are always waiting for him. He’ll tell you that it’s not just the appearance of these items throughout his stay that’s significant, it’s that our team members “listen” to what he says and “feel it is important” enough to take notes. Watch our contest submission video to see how we are using CRM enhancements to impress guests. A big “thanks” to Shiseido Ruiz, and all our team members for participating in this video.
Posted on Jul 12, 2009