Customer Relationship Management In Presented By: Nitya Bandana Singh Sujata Meena

CRM In Hospitality  Nature and extent of the services and facilities  Developing and designing services that suit customer preferences  Quality of service and Customer Satisfaction are the most important factors  Major hotel chains have been wooing travellers for years with CRM tools focused mainly on "loyalty" or rewards programs

CRM Activities In Hotels  Catering to Valuable Guests  Better Customer Data Yields Benefits  New Directions Online

Radisson Hotels  Radisson is a division of Carlson Hospitality Worldwide, a global leader in hospitality services encompassing more than 1,530 hotel, resort, restaurant and cruise ship operations in 80 countries.  Radisson continues to expand its presence in key markets in the America, Asia Pacific and Europe, the Middle East and Africa, reaching new markets and customers.  Radisson Hotels & Resorts, one of the world's leading, full-service global hotel companies, operates, manages and franchises more than 400 hotels and resorts in 66 countries.

Services & Facilities ·24-hour room service · Express laundry/ dry cleaning · Purified water supply · Doctor-on-call · Full-equipped Business Centre · 24-hour fax/ telex facilities. · Currency Exchange · Travel assistance · Car hire service · 24-hour Coffee Shop · Restaurants & Bars · Luxurious Banquet Rooms · Shopping arcade · Fitness Centre · Beauty shop

 Club Carlson  Res Rewards  Look to Book Different Reward Programmes Offered By Radisson Hotels To Its Customers/Guests

Other Facilities Provided  Maintain suggestion boxes at every touch point/point of interaction with the customers.  Take feedback not only from external customers but also the internal customers i.e., the employees.  Keep regular track of the sales data for further leads and follow up.  Have Guest History programs

Thank You