Nemacolin, a resort in Farmington, Pa., has partnered with Hapi and Salesforce to roll out high-touch, personalized service across its entire campus, which includes lodging, restaurants and activities.
In addition to two golf courses and a casino, Nemacolin has a salon, shops, a spa and a holistic healing center. Dining options include four high-end restaurants and six casual dining options, as well as seven bars and lounges. Accommodations include two luxury hotels, a Tudor-style lodge, two-bedroom townhouses and high-end private homes.
During the COVID lockdown, Nemacolin transitioned from mainly group business to placing a high emphasis on leisure travel and the leisure guest experience. Nemacolin has turned to Salesforce for its Sales Cloud, Marketing Cloud and Analytics products. Together, these tools will provide a central, unified view of each guest and a platform for staff members across the property to access and action guest profile details.
“Historically, our strategy was to get people to book rooms, and if they want to do something else while on property, we expected them to call us back,” Dan Swanson, director of revenue strategy at Nemacolin, said in a statement. “Now, we've started to implement a high-touch experience by looking beyond bookings and really understanding our guests – who they are, what their preferences are, what they’ve spent money on, and what their satisfaction scores are. Now we can proactively help them make those appointments.”
Leadership at Nemacolin wanted a partner with deep hospitality expertise to help setup and deploy the Salesforce ecosystem, including integrating the multitude of operating systems across the property and ensuring normalized data was flowing properly. They turned to Hapi Guest to securely integrate hotel data into Salesforce Cloud environments in real time.
“Hospitality is a finicky business that takes a while to learn. Hapi understands it, and that's the experience we were looking to take advantage of,” Swanson said. “The plug and play nature of what Hapi brings from an interface perspective is exciting, meaning if we need to unplug any of our systems, we can plug a new one in the next day.”
Hapi Guest will help extract and organize all the data that is collected by different sources across the Nemacolin property. Data will be normalized to ensure a single guest profile and then sent to the Salesforce ecosystem via a single feed.