Set Hotels installs new CRM platform from Cendyn across group

The Set has allocated a team of CRM discovery experts who sit within each of its three properties, which includes the Conservatorium Hotel in Amsterdam. Photo credit: Set Hotels

The Set Hotels has implemented hotel customer-relationship-management platform, Cendyn eInsight, across its hotel group from Cendyn. Headquartered in London, the ultraluxury hotel group owns and operates three iconic properties in Europe: Hotel Café Royal in London, Conservatorium in Amsterdam and Hotel Lutetia in Paris. 

“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, while ensuring it is managed and used in a secure and compliant way,” said Martijn van Eijk, director of guest loyalty and retention. “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 using data collected from multiple sources. This visibility and accessibility will enable each property to gain a clear understanding of the 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.

Virtual Roundtable

Post COVID-19: The New Guest Experience

Join Hotel Management’s Elaine Simon for our latest roundtable—Post COVID-19: The New Guest Experience. The experts on the panel will share how to inspire guest confidence that hotels are safe and clean and how to win back guest business.

The Set has 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.

Suggested Articles

Demand came in 67,000 rooms lower during the week ended July 4 than the previous week, according to Jan Freitag, STR’s SVP of lodging insights.

The In-Seat Contactless Platform is meant to give guests touch-free control over food and beverage at hotel restaurants.

As the economy slowly begins to right itself, hotels can look toward an unexpected way to save on operating costs: their trash.