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Resort Brand breaking into an urban market

Philippa Lucas Puri

A regionally based brand that specializes in high-end resorts approached us as they opened two boutique city properties. They were  looking for an revenue management solution for urban hotels that would help them with the daily revenue management and some higher level strategic support.

We worked with the team on the pre-opening of the second hotel a few months after we started, setting up pricing, distribution and reservation systems.

Defining Customer Personas

We facilitated a workshop for senior leadership team to define the unique characteristics of both hotels, whilst establishing brand alignment. We analyzed customer data and distilled with the  leadership and ground teams the behavior, look and feel of various customer personas for both hotels.

It helped the team to gain clarity of understanding of their guests; embrace and develop the brand identity with many creative and unique on-brand ideas that build customer engagement.

We provided support and advice to the leadership team and the hotel based sales, marketing and reservation team on the necessary business mix and pricing strategies for competitive advantage in an urban context.  

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