MIAMI and FARMINGTON, Pa. – Nemacolin, an award-winning, luxurious vacation spot resort nestles inside 2,200-acres within the Laurel Highlands of southwestern Pennsylvania, has partnered with Hapi and Salesforce to roll out high-touch, personalised service throughout its total campus, which incorporates lodging, eating places and actions.
Along with two championship golf programs and a on line casino, Nemacolin incorporates a salon, outlets, an award-winning spa and a holistic therapeutic heart. Eating choices embody 4 high-end eating places and 6 informal eating choices, in addition to seven bars and lounges. Lodging embody two luxurious inns, a Tudor-style lodge, two-bedroom townhouses and high-end personal properties.
In the course of the COVID lockdown, Nemacolin was compelled to transition from primarily group enterprise to putting a excessive emphasis on leisure journey and the leisure visitor expertise. As such, management as we speak is concentrated on personalised visitor experiences that can drive customer support scores and repeat leisure enterprise.
To ‘wow’ friends with personalised touches all through their keep, Nemacolin has turned to Salesforce for his or her Gross sales Cloud, Advertising Cloud and Analytics merchandise. Collectively, these instruments will present a central, unified view of every visitor and a platform for workers members throughout the property to entry and motion visitor profile particulars.
“Traditionally, our technique was to get individuals to ebook rooms, and in the event that they need to do one thing else whereas on property, we anticipated them to name us again,” says Dan Swanson, Director of Income Technique at Nemacolin. “Now, we have began to implement a high-touch expertise by trying past bookings and actually understanding our friends – who they’re, what their preferences are, what they’ve spent cash on, and what their satisfaction scores are. Now we are able to proactively assist them make these appointments.”
Whereas Salesforce is well known as a pacesetter in Buyer Relationship Administration throughout many industries, management at Nemacolin wished a companion with deep hospitality experience to assist setup and deploy the Salesforce ecosystem, together with integrating the multitude of working methods throughout the property and making certain normalized information was flowing correctly. They turned to Hapi Visitor, the one answer to securely combine resort information into Salesforce Cloud environments in actual time.
“Hospitality is a finicky enterprise that takes some time to study. Hapi understands it, and that is the expertise we had been trying to make the most of,” Swanson says. “The plug and play nature of what Hapi brings from an interface perspective is thrilling, that means if we have to unplug any of our methods, we are able to plug a brand new one within the subsequent day.”
Hapi Visitor will assist extract and manage all the information that’s collected by totally different sources throughout the expansive Nemacolin property. Knowledge can be normalized to make sure a single visitor profile after which despatched to the Salesforce ecosystem through a single feed.
“Hapi Visitor is enabling inns like Nemacolin to make use of Salesforce to create traveler personalization at scale, reinventing visitor journeys throughout all channels,” says Luis Segredo, CEO of Hapi. “We’re pleased with this partnership with one of many world’s most unusual luxurious resorts and stay up for serving to them entry and motion their visitor information.”
About Hapi
Hapi is a disruptive Cloud Knowledge Hub that exposes occasion streams and transactional APIs from resort methods at scale, designed to resolve the hospitality business’s information administration challenges whereas addressing excessive integration prices. Developed by resort expertise innovators, the safe, scalable, cloud-based information streaming platform relies on an open mannequin, to which a number of layers of encryption, authentication and governance are added. Hapi now serves 6,200 inns globally, together with IHG Resorts & Resorts, Sonesta Resorts, Accor, Hyatt Resorts, Rosewood Resorts, Margaritaville and 4 Seasons Resorts & Resorts. In 2021, the corporate achieved Lodge Tech Report’s World Buyer Help Certification, a stamp of approval on its dedication to buyer success. Go to Hapi at www.hapicloud.io
About Nemacolin
Nestled inside 2,200 acres within the Laurel Highlands of southwestern Pennsylvania, Nemacolin provides a various array of lodging choices, area for conferences and particular occasions, spa and wellness, golf, artwork, and outside adventures. For extra data, please go to www.nemacolin.com
Christian Arias
SVP Commercials
