1. THE POWER OF RELATIONSHIP CRM BEST PRACTICES AND EMPOWERMENT Shannon Bedard Vice President, Business Development Founding Partner

2. eRelationship Suite

3. BAD CONFIRMATION EXAMPLE Reservation Summary for Confirmation Number: 9N6L8S2 Reservation for: Shannon Bedard Number of people:1 Adult 0 Children Arrival Date: Nov 06 2014 Departure Date:Nov 08 2014 Check-In time:3:00 PMHotel Check-Out time: NOON Rate Information and Room Summary Subtotal: 208.00 USD Plus applicable Fees and Taxes * King Bed Non Smoking *The subtotal above is an estimate only and does not represent the full amount for your stay. Additional charges, taxes, and fees may apply. The actual total will be provided to you at check-out upon request. *Any change in the reservation including number of guests, length of stay or dates may result in a change to the total.

4. RESERVATION CONFIRMATION FIRST OPPORTUNITY OF COMMUNICATION Inform guests & reinforce booking decisions Give guest-specific reservation information Show text & photos tailored for each guest

5. GREAT CONFIRMATION EXAMPLE

6. GOOD CONFIRMATION EXAMPLE } } Branding Details

7. LANGUAGE

8. CONFIRMATION - RESPONSIVE Clickable phone number Google Maps Confirmation Number

9. CANCELLATION NOTICE SEIZE THE OPPORTUNITY TO WIN THEM BACK Learn why a guest has cancelled Keep management informed of cancellations Invite guests to re-book Entice guests to re-book

10. Keep management informed of cancellations Invite guests to re-book Learn why a guest has cancelled, entice guests to re-book CANCELLATION NOTICE

11. PRE-STAY MARKETING FAMILIARIZE & PROMOTE PROPERTY AMENITIES Showcase amenities Increase revenue opportunity Drive site traffic HTML & mobile versions

12. PRE-STAY MARKETING SAMPLE

13. STAFF EMPOWERMENT EMPOWERING YOUR FRONT LINE STAFF Strategy Meeting Occupancy Leisure Guest % Blocked Rooms – Suites, Connectors Ocean View, Ocean Front

14. “ $ UITE” OPPORTUNITIES Keep $$ on property

15. ON PROPERTY MESSAGING Respond to guest needs Communicate specials Entice outlet spending

16. MOBILE CONCIERGE Room service Valet / Bellman Wake Up Call Reservations Directions Spa Service Clean Room Maintenance Check Out

17. THANK-YOU NOTE ADD A TOUCH OF CLASS - SHOW YOUR APPRECIATION Adds a touch of class Shows guest appreciation Invites guest feedback Connects to Comment Card

18. THANK-YOU NOTE Connects to Comment Card

19. ECAMPAIGN TARGETED EMAIL MARKETING Targeted lists eClub management Full dynamic reporting

20. CAMPAIGNS

21. OTHER ECAMPAIGN OFFERINGS

22. Automated from the birthday field in Maestro

23. Kathleen Casey Kirschling Segment and send special messages based on location, past guest stay history (room types, amount spent, etc.) Incorporate meeting planners or groups into your blasts Grow your database with an eClub link

24. THANK YOU! Shannon Bedard Vice President Sales & Marketing Founding Partner