Case Study: Leading Multinational Hospitality Company achieves 32,200 hours saved and reduced cancellations with Cendyn's NextGuest CRM

International hotel and resort giant unifies multi-channel guest communication with crm and boosts booking efficiency

Leading Multinational Hospitality Company sought to optimize guest communication across the booking journey, reduce cancellations, personalize messaging, and promote loyalty. To replace manual workflows with scalable automation, the company partnered with Cendyn to deploy the NextGuest CRM Guest Communication Manager across its channels and properties.

Cendyn implemented a three-phase integration of CRS/ORS, Opera PMS and the IBE, plus Chinese and Japanese language modules, enabling automated, personalized transactional and marketing emails. Within one year the hotel sent 644,000 emails, saved an estimated 32,200 staff hours (about three minutes less per email), and achieved a low cancellation rate of 2.7%, while increasing the ability to target international guests and promote offers dynamically.