Guest email, CRM & loyalty.
The relationship should not end when a guest leaves. We help hospitality businesses organise customer communications around useful moments: a welcome, an upcoming stay, a reason to return or an invitation suited to their interests. The goal is a more relevant relationship, supported by a system your team can manage.
Discuss this serviceA guest list with more potential than a newsletter.
Before building campaigns, we review the available data, customer permissions and systems already in place. Then we map a small number of useful journeys, matching the message to the guest's relationship with the business. Loyalty can involve recognition and thoughtful offers as well as rewards. The right approach should fit your service model, staff workflow and the information your team can responsibly maintain.
For Hotels, restaurants and membership-led lifestyle businesses with an existing guest database and a need for stronger repeat engagement.
- Guest lifecycle map, database review and practical audience segments.
- Email templates and agreed welcome, post-visit or reactivation journeys.
- Campaign calendar, messaging and approved offer development.
- Loyalty proposition and guest-recognition communication guidance.
- CRM workflow documentation, team handover and performance reporting.
A clear scope.
Work that connects.
You gain a repeatable programme for staying in touch with guests, with approved messages, clear audience rules and defined responsibilities. Initial delivery can focus on a few essential journeys before expanding. Where systems permit, reporting connects communications to returning customers and bookings, while making gaps in customer matching and attribution visible.
How we evaluate the work
Track deliverability, unsubscribes, useful clicks and attributable bookings where available. Monitor repeat-visit or rebooking rates only with reliable customer matching. Compare against a relevant baseline and separate observed associations from proven effects; email opens alone cannot reliably demonstrate customer retention.
The useful details.
Can you work with our existing email or guest platform?
We assess its features, permissions and integration options before confirming scope. A platform migration or custom connection is a separate workstream, not an assumed part of campaign setup.
Can we market to every contact in our booking system?
We first review permissions and platform requirements with your team. A reservation record does not automatically establish permission for every marketing channel or type of communication.
Do we need a points-based loyalty programme?
Not necessarily. Recognition, relevant invitations and well-timed communication may suit the business better. We define the proposition around guest needs, operational feasibility and measurable objectives.
Tell us what needs to work.
Start with a brief.
Tell us what you want to build, launch or improve. Our team will review your priorities and arrange an initial conversation to define the recommended scope, delivery team, timing and fee.
brucetyndallprofessional@gmail.com ↗Prefer a direct introduction? Email Bruce at the address above.