European hotel chain installs new CRM platform 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 Conservatorium Hotel in Amsterdam)

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.

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.