The glh operation spans 5,000+ bedrooms and 130+ meeting & event spaces across the capital, enabling them to be the world’s best-managed hospitality company as well as one that offers enviable levels of guest service and experience. Four individual brands make up the glh portfolio; The Clermont, Guoman Hotels, Hard Rock Hotel London and Thistle /Thistle Express.
What makes glh so unique is their determination to question and challenge the way things are done, with the end goal of creating the most successful, enjoyable and profitable experience for investors, developers, colleagues, partners, clients and guests alike
It is this drive and determination that has led to glh selecting XCM’s Horizon Customer Data Platform as their primary CRM solution. Horizon will integrate the entire glh ecosystem, across multiple sources to deliver a Single Customer View that can then be used to transform the entire guest and corporate communication strategy. This will be bolstered by cutting edge analytics, powerful machine learning models and automated dynamic reporting. The end result will be deeper, more meaningful guest analysis, seamless and automated communications, a unified brand presence and additional guest value.
Jonathon Liu, Marketing & Trading Director at glh, went on record to state;
“In a world of incredible change, it’s critical our business connects with our customers to understand their needs, enabling our hotel teams to deliver the experience our customers want and deserve. Partnering with XCM will ensure our CRM will be agile, powerful and fully integrated into our PMS & CRS environment. Enriching data across our entire portfolio of hotels with a single customer view granularity enabling our hotel teams to recognise and reward our customers no matter which of our 18 addresses they choose.”
The new relationship has many benefits for both businesses and with it, XCM’s sector development and expansion will take a major step forward. XCM’s CEO Graham Ibbetson was buoyed by this fantastic new partnership;
“I would first like to commend glh for their significant ambition and investment to maximise even further the guest experience across all of their hotel brands. The glh & XCM solution will unify and enhance the data intelligence, expedite and improve the quality of ‘‘one to one’ marketing communications, whilst delivering greater value for glh and all its customers.”
Graham Ibbetson, CEO, XCM
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