Shr Soundbites

Adel talks about how hotels can use their CRM to move out of survival mode and into gaining market share as we start to see the light at the end of the pandemic tunnel (we think). How? Focus on communications (website, booking engine, and pre-stay emails) that improve the guest experience, i.e., explain the pet policy, fitness club hours, entertainment in and around the hotel. Identify those pain points for guests: confusing front door address or early arrival policy. Sounds basic, but she explains the genius in it beautifully. Give it a listen!