Sandos Hotels and Resorts
Challenge
Customer Loyalty is all about turning satisfied customers into brand advocates. Loyalty programs in the Hospitality sector provide a framework for nurturing guest relationships, offering recognition, perks and options to redeem rewards. Most importantly, they create guest profiles and transaction histories that yield the insights needed to foster what is demanded today: individualized guest interactions. Sandos Hotels and Resorts is a popular hotel chain in Mexico and Spain well known for its environmental consciousness and sustainable practices. Sandos Caracol in Playa del Carmen Mexico, in fact, was recently recognized as the most recommended eco-friendly stay on Expedia: a significant and forward thinking honor. Sandos wanted to increase participation among their Guests and target tech-savvy millennials.
Solution
The Menlo Technologies custom development team worked with the Sandos customer experience team to completely redesign and rebuild their loyalty program as their existing legacy loyalty program wasn’t inline with their company strategy. They needed a custom website design that incorporated the different hotels under their master brand. The website needed to be multi-lingual and configured to support different demographics and rewards programs specific to each hotel. Menlo’s development team and UI/UX specialists worked with key Sandos executives to redesign the loyalty system by creating a new production loyalty application and developing key integrations with their other systems.
Results
The Benefits: The website administrator can easily: Add new hotels, brands and rewards plans Configure the website banner that is displayed on a member web page to accommodate member’s special events (upcoming visits, birthday’s, anniversaries). View details of all members registered on the system. View all of the bookings and the channel through which booking was made. Manage the rewards catalog — displayed to their loyal guests on the Loyalty Page. Member incentives include: Earning, redeeming and sharing points with friends. Sharing Sandos Blogs on social media to earn more points. The ability to login to the rewards portal through Facebook.
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