Stop losing loyal guests and take control of the guest journey | with Marc Winchell
November 27, 2024
Join Karen Stephens and Marc Winchell, Corporate CRM at Pacific Hospitality Group, to explore how the Stay Golden loyalty program drives direct bookings through personalization rather than points. Learn actionable strategies for shifting business from OTAs, leveraging the voice channel, and creating memorable pre-arrival experiences that keep guests coming back.
Join Karen Stephens and Marc Winchell, Corporate CRM at Pacific Hospitality Group, as they dive deep into the Stay Golden loyalty program. Marc reveals how PHG is shifting away from OTA dependence by reimagining hotel loyalty. Rather than points, Stay Golden focuses on immediate value through direct booking discounts, room upgrades, and personalized pre-arrival experiences.
Together, they discuss:
- Why immediate rewards and 10% discounts outperform traditional points systems
- How first-party data enables personalized pre-stay communication that builds anticipation
- The vital role of voice channel agents in competing with OTAs while building guest relationships
- Creating metrics that measure both commercial success and guest satisfaction
This episode offers actionable insights for hoteliers looking to take control of their guest relationships and reduce OTA dependence through meaningful loyalty programs.
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Chapters:
00:00 - Introduction
04:37 - Rethinking loyalty rewards
07:43 - Direct booking benefits
09:14 - Personalizing communication
15:27 - Voice channel optimization
22:06 - Reducing OTA reliance
25:31 - Outro
Hotel Moment Podcast is handcrafted by our friends over at: fame.so
Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.
Are you a hospitality industry leader with insights to share? We're always looking for innovative voices to join our conversation about the future of hospitality technology.
If you'd like to be a guest on an upcoming episode of Hotel Moment, we'd love to hear from you! Our podcast reaches thousands of hospitality professionals worldwide, and we're particularly interested in perspectives on:
- Innovation in hospitality technology
- Guest experience transformation
- Revenue optimization strategies
- Emerging industry trends
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