Celtic Manor Resort Chooses Benbria’s Loop® Mobile Guest Engagement Solution
The resort, which won 2016 Best UK Hotel and the 2015 European Hotelier of the Year, uses Loop® to create meaningful connections with guests.
With a need to engage guests across 2,000 acres, Celtic Manor Resort integrated Benbria's Loop Messenger™ and Loop OnDemand™ in June 2016. The resort is one of the first to deploy a combined Loop Messenger™ and Loop OnDemand™ solution, which has been seamlessly integrated with their property management solution (PMS).
Loop allows the guests to message the resort and make requests around the clock, whether they are on one of the property's two golf courses, relaxing at the spa, or hiking the surrounding walking trails.
The resort uses the Loop Messenger™ invitation feature to encourage guests to submit comments, concerns, and requests. Invitations are sent to both email addresses and mobile numbers, opening a convenient channel of communication between the resort and guests. With Loop®, guests can use their preferred method to message the resort.
The Loop OnDemand™ menu interface enables Celtic Manor Resort's guests to order various products and amenities, including bedding, wake-up calls, electronics and appliances, luggage assistance, and bathroom items such as shampoo and soap. Requests are automatically routed to the appropriate staff, who can fulfill them in a timely manner.
"Since its implementation at Celtic Manor Resort, Loop has had significant traction with our guests," said Russell Phillips, Vice President of Facilities and Development at Celtic Manor Resort. "Loop has a very polished interface that is easy for both guests and staff to use. Loop OnDemand™ is great for the standard quick requests, and guests really like the ease of messaging with staff using Loop Messenger™."
To date, the resort has had significant success with the solution. Guests have been using it to engage more fully with the resort and maintain an open line of communication, even after they have left the property. With its integration into Opera, one of over 60 different property management solutions with which Loop can interface, the process for engaging guests is easy. When a guest checks in, Loop automatically sends a scheduled invitation via text or e-mail to welcome them to the resort and provide them with a link they can use to engage using their personal mobile device.
"We are delighted that Celtic Manor Resort has chosen our combined Loop OnDemand™ and Loop Messenger™ solution," said Andrea Baptiste, CEO at Benbria. "With the combined power of both tools within the Loop mobile guest engagement suite, the resort's guests can make requests, leave comments, and express concerns at any time, day or night. This presents the resort with the opportunity to develop more meaningful and lasting relationships with its guests."
About Celtic Manor
Voted the UK's Best Hotel at the Meetings and Incentive Travel Awards from 2011 to 2014, the five-star Celtic Manor Resort is set on 2,000 acres of lush parkland near Newport, Wales. The 334-room luxury resort and 67-room Manor House are equipped with two spas, two health clubs, a shooting school, fishing, adventure golf, tennis courts, walking trails, and more, offering the complete experience to business, leisure, and golf travelers.
Loop® by Benbria Corporation is a mobile messaging and engagement solution that helps brands to enhance the customer experience. Leveraging the customer's preferred choice of communications – texting, web chat, email, and kiosk – Loop® allows customers to communicate directly with a brand to make requests, resolve issues, and share their experience before, during, and after their visit. Closing the loop through on-the-spot staff action helps brands to improve customer satisfaction, save at-risk customers, increase revenue, and drive repeat business. For more information, visit www.benbria.com.
Benbria, Loop, Get in the Loop, and Keep Us in the Loop are registered trademarks of Benbria Corporation. All other trademarks are the property of their respective owners.
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