Luxury Hotel Group Lifts Guest Satisfaction by 22 Points with Personalization
Building a guest experience personalization platform on Dynamics 365 and Azure OpenAI that anticipates preferences from pre-arrival through stay to post-checkout.
Project Overview
The Challenge
Each property tracked guest preferences inconsistently, with no group-wide view of repeat guests' history, spend, or preferences.
- 1Guest preferences inconsistently captured across properties
- 2No unified loyalty view for repeat guests across the portfolio
- 3Limited ability to personalize at scale
Our Solution
CloudGate built a guest experience platform unifying preferences and history, with an associate copilot guiding personalized service.
- Unified guest profile across all properties and channels
- Associate copilot delivering personalized service recommendations
- Pre-arrival, in-stay, and post-checkout personalized journeys
The Results
- Improved Net Promoter Score across all properties in the group
Technologies Used
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