How Marriott Never Forgets a Guest - 0 views
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What makes such velvet-glove treatment possible is Marriott International Inc.'s (MAR) use of customer management software from Siebel Systems Inc. (SEBL) The hotel chain, based in Bethesda, Md., is counting on such technology to gain an edge with guests, event planners, and hotel owners.
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The software lets Marriott pull together information about its customers from different departments, so that its reps can anticipate and respond more quickly to their needs.
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The biggest boost from the Siebel software is in the hotel chain's sales operations. Marriott is transforming its sales teams from order-takers for specific hotels to aggressive marketers of all Marriott properties.
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This article tells us how Marriott never forgets a guest. First and foremost, the author told us a little story about a guest's experience in Marriott. He told the hotel about his trip, the hotel let the planning coordinator to make an itinerary for the customer including trip details and their favourates. The experience in Marriott made him very satisfied. In addition, the software which made Marriott's velvet-glove treatment come true is called customer management software from Siebel Systems Inc.. This technology aims to combine the customers, hotel and planning coordinator together to share the information of the customers such as the size of the bed, the view of the room or some specific needs of the customer. In this way, people will arrived at the room prepared just as what he liked, which will made the customer satisfied and gains the hotel loyalty and hotel profits. Marriott owns 1850 hotels and resorts worldwide and began using the software in late 1998. Until now, this software has brought a large number of guests and increase sales for the hotel. Many people would like to find the planning coordinator to book their stay during Marriott or by the hotel booking system. More and more people are choosing Marriott instead of other hotels of the personize service provided by the hotel. Finally, Marriott is transforming its sales teams to aggressive marketers for all the Marriott properties. So this makes it easy for the salesperson to book hotel rooms worldwide for his local customers. With the advantages of the software, many hotel chains such as Hilton Hotels Corp. are staring to follow the Marriott's technology lead to satisfy their customers.