When a hotel and a technology partner collaborate with a shared vision, the impact extends far beyond system upgrades—it transforms how hospitality engages with and serves guests. True partnerships thrive on collaboration, problem-solving, and a shared drive to elevate the guest experience.
This spirit of partnership is what the Hotel Visionary Awards’ Partnership category seeks to recognize: hotelier-vendor teams that go beyond implementation to create lasting transformation. Nemacolin, a luxury resort in Pennsylvania, and Hapi, exemplify this ideal, making them well-deserved winners of HT’s 2024 Hotel Visionary Award in the Partnership category.
A Partnership Rooted in Shared Vision and Expertise
The relationship between Nemacolin and Hapi began in early 2023, when Chris Baran, VP of Sales and Marketing, and Dillard Westmoreland, VP of Information Technology, sought to modernize the resort’s CRM system. They reached out directly to Bob Magliozzi, Hapi’s SVP, Commercial, for initial discussions. Even in these early conversations, there were clear signs that this would be a unique partnership. Nemacolin demonstrated a deep commitment to understanding their options, asking detailed questions, and showing a willingness to embrace change to enhance both operations and guest experiences. Their focus on leveraging real-time data from multiple systems aligned seamlessly with Hapi’s capabilities, setting the stage for a truly collaborative effort.
Overcoming Challenges with a Unified Approach
One of the biggest challenges Nemacolin faced was adapting to a post-pandemic shift in guest demographics. Historically catering to business travel groups, the resort needed to pivot toward leisure travelers, which required a more personalized digital guest journey. However, their outdated CRM and fragmented data sources hindered this transition. From the outset, both teams agreed that transparency, collaboration, and mutual respect would be the cornerstones of their partnership.
Seamless Implementation Through Effective Collaboration
The implementation of Hapi Guest, powered by Salesforce, was a game-changer for Nemacolin. By integrating data from key hospitality systems such as property management, spa reservations, table bookings, and guest surveys, the resort gained a 360-degree view of each guest. This allowed Nemacolin to craft highly personalized marketing campaigns while also empowering on-property staff with real-time guest insights.
A key highlight of this collaboration was the deployment of Hapi Guest Focus, which operationalized guest data for hotel team members. To ensure its success, Hapi’s team visited Nemacolin, brainstorming innovative ways to enhance guest interactions. Some of the most impactful initiatives included:
- Utilizing experiential preferences data to help booking agents suggest personalized resort activities.
- Equipping front desk agents with tools to recommend relevant activities during check-in.
- Offering personalized welcome amenities such as favorite treats or custom mini-fridge stocking.
- Alerting staff to VIP arrivals for tailored service.
This hands-on approach ensured that technology was not just a back-office tool but a powerful enabler of exceptional hospitality.
