Recast: Build intelligent operations and let data drive direct bookings

In this episode of Hotel Moment, host Karen Stephens is joined by Patrick Norton, Chief Marketing Officer at Brittain Resorts & Hotels. Together they delve into the secret to direct bookings, the touch points for capturing consumer data directly, and the future landscape for Brittain Resorts & Hotels. Another vital element of this conversation is the role that AI technology plays in personalizing guest experiences, and how propelled growth at Brittain Resorts & Hotels.

In this episode of Hotel Moment, Karen Stephens, Revinate CMO, and Patrick Norton, Chief Marketing Officer at Brittain Resorts & Hotels advocate for making a data-centered tech stack the foundation for guest communication to win back previous OTA bookers. Patrick also highlights the several use cases for guest history marketing to foster guest loyalty and continue building detailed guest profiles.

Tune in for inspiration on how to attract guests to your brand and keep the data collection process flowing, providing more opportunities to personalize interactions and drive direct bookings.

Other topics of discussion include:

Patrick’s inspiring career journey from housekeeping to managing partner
The impact of women leaders in his company
The importance of leveraging guest history and preferences to drive direct bookings and brand recognition
And Brittain’s three-year technology investment in the Brittain Technology Matrix, which prioritizes business intelligence and data-driven decision-making.
And more!

Patrick Norton is a highly experienced hospitality professional, having checked into the industry at age fourteen. As the current Chief Marketing Officer at Brittain Resorts & Hotels, his main focus areas are business and market development, market research and planning, and conceptualizing and implementing marketing sales and strategies for the company.

And for the third year in a row, Brittain Resorts & Hotels has won Revinate's Revenue Award at our annual NAVIGATE conference.

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Previous guests include: Shannon Knapp, CEO of Leading Hotels of the World (LHW), Patrick Norton of Brittain Resorts & Hotels, Shawn Jereb of Montage International, Carlo Del Mistro, Chief Digital Officer of Ennismore, Jason Pirock of Springboard Hospitality, and many more.

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Guest experience transformation
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