"London's hotel landscape is a living mosaic: a boutique townhouse in Bloomsbury, a sky-high tower in Canary Wharf, a design-led bolthole in Shoreditch, an airport property at Heathrow that never sleeps. Guests pinball between them for work, weekends, theatre, football, and family, frequently within the same brand, often across sister brands. Yet too often, the guest they are at check-in in Southwark bears little resemblance to the one who checked out in Kensington a month earlier."
"Not as a buzzword or a procurement checkbox, but as the operational backbone that stitches together reservations, folios, housekeeping status, and stay history and then shares that truth, in real time, with your CRM, loyalty platform, revenue engine, messaging tools, and even the door locks. A unified PMS guest identity is what turns data into recognition, recognition into relevance, and relevance into loyalty that actually moves the P&L."
London's hotel market comprises diverse property types, and guests commonly move between boutique townhouses, towers, design-led boltholes, and airport hotels. Guest profiles fragment across properties, causing lost preferences and transactional loyalty. A modern orchestration anchored by multi-property property management systems (PMS) creates a unified guest identity that stitches reservations, folios, housekeeping, and stay history and shares that data in real time with CRM, loyalty platforms, revenue engines, messaging tools, and door locks. Recognising the same guest across properties enables personalised, timely offers, frictionless check-ins, cost avoidance, higher repeat business, and improved revenue and profitability.
Read at London Business News | Londonlovesbusiness.com
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