Nemacolin, an award-winning, luxury destination resort nestled within 2,200-acres in the Laurel Highlands of southwestern Pennsylvania, has partnered with Hapi and Salesforce to roll out high-touch, personalized service across its entire campus, which includes lodging, restaurants and activities.
In addition to two championship golf courses and a casino, Nemacolin features a salon, shops, an award-winning spa and a holistic healing center. Dining options include four high-end restaurants and six casual dining options, as well as seven bars and lounges. Accommodations include two luxury hotels, a Tudor-style lodge, two-bedroom townhouses and high-end private homes.
During the COVID lockdown, Nemacolin was forced to transition from mainly group business to placing a high emphasis on leisure travel and the leisure guest experience. As such, leadership today is focused on personalized guest experiences that will drive customer service scores and repeat leisure business.
To ‘wow’ guests with personalized touches throughout their stay, Nemacolin has turned to Salesforce for their Sales Cloud, Marketing Cloud and Analytics products. Together, these tools will provide a central, unified view of each guest and a platform for staff members across the property to access and action guest profile details.
“Historically, our strategy was to get people to book rooms, and if they want to do something else while on property, we expected them to call us back,” says Dan Swanson, Director of Revenue Strategy at Nemacolin. “Now, we've started to implement a high-touch experience by looking beyond bookings and really understanding our guests – who they are, what their preferences are, what they’ve spent money on, and what their satisfaction scores are. Now we can proactively help them make those appointments.”
While Salesforce is widely recognized as a leader in Customer Relationship Management across many industries, leadership at Nemacolin wanted a partner with deep hospitality expertise to help setup and deploy the Salesforce ecosystem, including integrating the multitude of operating systems across the property and ensuring normalized data was flowing properly. They turned to Hapi Guest, the only solution to securely integrate hotel data into Salesforce Cloud environments in real time.
“Hospitality is a finicky business that takes a while to learn. Hapi understands it, and that's the experience we were looking to take advantage of,” Swanson says. “The plug and play nature of what Hapi brings from an interface perspective is exciting, meaning if we need to unplug any of our systems, we can plug a new one in the next day.”
Hapi Guest will help extract and organize all the data that is collected by different sources across the expansive Nemacolin property. Data will be normalized to ensure a single guest profile and then sent to the Salesforce ecosystem via a single feed.
“Hapi Guest is enabling hotels like Nemacolin to use Salesforce to create traveler personalization at scale, reinventing guest journeys across all channels,” says Luis Segredo, CEO of Hapi. “We’re proud of this partnership with one of the world’s most unique luxury resorts and look forward to helping them access and action their guest data.”