Libra OnDemand Personalizes The Surrey’s Guest Data

  • Libra OnDemand, A Division of Newmarket® International
  • 05.05.10
Libra OnDemand, one of the first on-demand CRM solutions built specifically for the worldwide hospitality industry on the Force.com platform, announced the addition of Denihan Hospitality Group’s The Surrey hotel to its growing list of worldwide clients.

Built in 1926 as a residence hotel, the original Surrey was home to many of New York’s most eccentric celebrities over the years, including John F. Kennedy, Betty Davis and Claudette Colbert. With a tagline “Considered Only For You,” Libra OnDemand’s customer relationship management (CRM) software is helping the property to live up to this promise by organizing the hotel’s database so that each guest can be provided the same royal treatment as those distinctive personalities of generations past.

“The Surrey began using Libra OnDemand in January 2010 in order to provide a consolidated view of guest profile information; keep track of guest preferences, amenities, flags and specials; manage pre-arrival and during-stay guest services; and track guest comment card responses,” said Gregg Hopkins, president and CEO of Libra OnDemand. “Denihan and Libra OnDemand both understand the value of being able to personalize each guest’s stay to their individual requirements, and maintaining a high-touch, one-on-one service for each and every customer.

With Libra OnDemand, The Surrey’s employees are empowered to personalize each guest’s stay based on their specific requirements and preferences obtained during prior stays; the automation process of tracking and servicing guest requests and amenity reservations; and the ability to recognize, welcome and reward VIPs and repeat guests.

“When we began looking for a CRM solution, we wanted a system that provided guest-focused functionality and managed the operational workflow of guest profiling, pre-arrival reporting and guest services,” said Julia Rutkowski, director of guest relations for The Surrey. “Libra OnDemand came in with a simple but thorough system, and we couldn’t be more pleased with their solution and their customer service.”

“The Surrey is a unique Manhattan property that everybody tends to come back to, once they have the opportunity to stay there,” said Hopkins. “We are proud that our CRM technology can be a contributing factor to the superior guest experience that they offer.

New York-based Denihan Hospitality Group is a full-service hotel management and development company built upon a successful foundation in real estate, guest service and profitable asset management.  Experts in the boutique and luxury hotel industry, DHG owns and manages both independent and DHG branded hotels – The Benjamin, The James, The Surrey and Affinia Hotels – in key gateway cities. 

Libra OnDemand leverages the power of one of the world’s most popular on-demand platforms (Force.com) to provide a comprehensive suite of hospitality-specific applications: customer relationship management, loyalty management, group sales and event management, analytics, e-mail marketing, as well as an online consumer-facing application, customer portal.  Libra OnDemand is a software-as-a-service (SaaS) application that is designed to drive sales and increase revenues for some of the world’s premier hotel organizations.  Requiring zero infrastructure or upfront capital investment, Libra OnDemand is simple to use, easy to customize, and quick to implement. 




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