Introducing the BL Hotels Group

BL Hotels is a hotel group in Brittany comprising 10 charismatic four-star establishments located between Normandy and Bordeaux, which has equipped itself with LoungeUp to manage their guest relationship:

• Le Royal Emeraude****, in Dinard
• Sōzō Hotel****, in Nantes
• Le Celtique****, in Carnac
• Les Etangs De Corot****, in Ville D'Avray
• Hôtel Saint-Christophe****, in La Baule
• Hôtel L'Amirauté****, in Deauville
• Château Locguénolé****, in Kervignac
• Le Grand Hôtel de Courtoisville****, in Saint-Malo
• Le Grand Bé****, in Saint-Malo
• Hotel La Monnaie****, in La Rochelle

The project with LoungeUp

✔︎ Centralize all customer data in a CRM 🪪

LoungeUp is integrated with Vega, giving the group access to a single database containing all guest information for all hotels.

This will make it easier to manage the guest journey and guest relations, thanks to a common tool for the different sites.

Definitely the best CRM solution on the market for hotels and restaurants. Extremely responsive and approachable advisors.
- Johan Dubourdieu, Manager, Le Celtique & Spa

✔︎ Harmonize guest communication across all establishments 💬

E-mail exchanges at different stages of the stay are scheduled daily according to the time of day for each guest. These personalised mailings relieve the operational teams of the usual guest queries about basic information: reception hours, address, check-in procedure, luggage storage, parking, on-site services, etc.

On a group-wide scale, managing all guest communications on our sites with a single tool makes the task much easier. This ensures a 4-star level of service on all sites. 

Perfect application for our 4-star establishment. The tool is easy to get to grips with and use, and the account managers are very responsive. - Céline Le Bars, Accommodation Manager, Hôtel De L'Amirauté

✔︎ Offer a Room Directory on mobile 📱

The guest portal brings together the following on a single application accessible on web and mobile (no download required) :

• ℹ️ The digital version of the Room Directory: presentation of the hotel, the team, important information, presentation of the facilities, environmental policy, label, etc.
• 🛎️ Ordering services: room service, catering, bar, brunch, room hire, cab, spa, postage, etc.
• 📍 Tourist recommendations around the hotel : favorite spots, walks, points of interest, museums, restaurants...
• 🗺️ Map with recommendations by category
• ☀️ Weather and tide times
• 📆 Hotel events calendar: Special brunch,
• 🗞️ Online press
• 💬 Direct chat with reception
• ⭐️ Satisfaction surveys
• 🚇 Transport
• 🛏️ Booking your next stay
• 💼 Seminar offer
• ❓ Troubleshooting /assistance during your stay
• 🗝️ Digital room key
• 🛍️ The hotel boutique

The most consulted hotel page is the Dining page, which highlights the different dining options.

✔︎ Personalising customer welcome 🏨

CRM allows hotels to set up categorised lists of their guests, which enables several things in particular:

• Adapt the guest welcome to the type of guest (Repeat, Regular, VIP, etc.).
• Configure rooms prior to arrival according to options chosen during the booking (refusal of service, room view, upgrades, etc.).
• Organise arrivals according to the times given by guests...

CRM also makes it possible to analyse the behaviour of different types of guest: services ordered, opening hours, preferences, preferred channel, etc. These analyses can be used to adapt sales strategies based on factual data and figures. These analyses can be used to adapt sales strategies based on factual, quantified data.

✔︎ Offering "experiences" to guests ✨

Hôtel Le Celtique offers its guests many exclusive experiences to make their stay unforgettable:

• 🏄 Weekend Yoga & Surf
• 🛩️ Fly over the island in a seaplane
• 💆 Holistic massage therapy experience
• 🚶🏻 Relaxed trip to Carnac
• 🌊 Private Wingfoil / Kitesurf lesson
• 🍷 Introduction to oenology
• 🧘Yoga facing the ocean...

These experiences are available on the hotel's website. Guests receive recommendations by e-mail before and during their stay. In this way, the hotel automatically offers all its guests the opportunity to book through the hotel, and therefore becomes guest's point of reference for making their stay more interesting. After applying, guests can consult the list of experiences and make a request to the hotel in just a few clicks.  

The results 📈

➤ ROI x30 for the entire group
➤ €3,400 in additional sales over one month - Hôtel L'Amirauté
➤ 6 minutes on average per session spent on the
application
➤ Around 80% open rate for e-mail campaigns sent to customers

To find out more about the benefits and opportunities of connecting LoungeUp and Vega, visit this page: LoungeUp x Vega