In a groundbreaking move set to redefine hospitality in Australia, the Australian Leisure and Hospitality (ALH) Group has announced its strategic partnership with SevenRooms, a cutting-edge customer relationship management (CRM) and operations platform. This collaboration promises to enhance guest experiences, boost loyalty, and streamline operations across ALH’s extensive portfolio of more than 300 iconic venues, including Victoria’s historic Young and Jackson, Queensland’s legendary Breakfast Creek Hotel, and South Australia’s renowned Ramsgate Hotel.
A Data-Driven Approach to Guest Loyalty
In today’s competitive hospitality landscape, where rising costs are shifting consumer behaviour, the pressure to innovate and retain customer loyalty is more intense than ever. ALH Group’s decision to integrate SevenRooms comes as research reveals that 68% of Australians prioritise quality over quantity when choosing dining experiences, a direct response to the ongoing cost-of-living challenges. Therefore, this partnership arrives at a pivotal time to translate guest data into actionable insights that drive loyalty and revenue.
Paul Walton, Managing Director of ALH Group, stated, “We are thrilled to collaborate with SevenRooms to create a superior and seamless booking experience for our customers. By leveraging their versatile platform, we not only improve efficiency but also gain deep insights into guest behavior, allowing us to cultivate stronger relationships with our patrons. This data-driven approach perfectly aligns with our broader strategy to stay at the forefront of hospitality excellence.”
Revolutionizing the Guest Experience
The SevenRooms platform empowers ALH to revolutionize the guest experience, beginning with the first interaction. From streamlining reservations to providing personalized recommendations, SevenRooms ensures every guest feels valued and catered to. The platform enables ALH to drive incremental revenue by offering reservation add-ons and cross-promoting alternative venues when a guest’s preferred location is fully booked. Furthermore, the integration allows real-time feedback management and analysis of spending patterns, thanks to seamless point-of-sale (POS) integration.
Since completing the integration in March, ALH has already made notable progress. Utilizing SevenRooms’ advanced features, the group has successfully retained over 1,000 additional bookings through cross-venue promotions within its portfolio. This is just the beginning, as the group plans to continue leveraging these tools to enhance guest satisfaction and increase revenue.
Customization and Scalability
While ALH Group prides itself on offering consistently high-quality experiences across its venues, each location retains its unique charm and personality. SevenRooms provides the flexibility to deliver a tailored experience that aligns with each venue’s identity while maintaining a cohesive brand ethos across the entire portfolio.
One key challenge for growing hospitality groups is managing operations across numerous locations. Previously, ALH had to juggle multiple siloed systems, which made scaling a daunting task. However, SevenRooms’ group functionality eliminates these obstacles by offering centralized management with granular user permissions tailored to the company’s corporate structure. This streamlines operations and ensures critical guest data is captured and analyzed in one unified system.
Paul Hadida, Managing Director of SevenRooms APAC GTM, echoed Walton’s enthusiasm, stating, “ALH Group has been a leader in hospitality for decades, and we’re excited to help them take their guest experience to the next level. With SevenRooms, ALH is now equipped to deliver personalized experiences at scale, ensuring that each guest interaction is meaningful and memorable. Our platform will help them continue to grow while enhancing both customer satisfaction and loyalty.”
Adapting to Changing Consumer Habits
With the ongoing economic pressures influencing how Australians dine out, ALH Group’s decision to adopt a forward-thinking platform like SevenRooms is timely and strategic. As the platform provides deeper insights into customer preferences and behaviours, ALH can adapt its offerings to meet evolving consumer expectations. For instance, ALH can now easily cross-promote venues to guests who couldn’t secure a booking at their first choice, ensuring a consistent flow of guests across its extensive portfolio.
Additionally, the ability to offer personalized recommendations based on previous visits and preferences will serve as a key differentiator in a crowded market. Whether promoting a special event or offering exclusive loyalty rewards, SevenRooms empowers ALH to foster long-term relationships with guests, keeping them returning for more.
The Future of Hospitality Excellence
The partnership between ALH and SevenRooms sets a new standard for the hospitality industry in Australia. As one of the country’s most prominent hospitality groups, ALH’s commitment to enhancing the guest experience through innovation signals a broader trend towards data-driven, personalized service.
With SevenRooms, ALH Group is well-positioned to continue its growth trajectory, opening new venues and expanding its loyal customer base. The group’s ability to scale while delivering exceptional guest experiences will be crucial to its ongoing success.
As ALH and SevenRooms continue innovating, the future looks bright for Australian hospitality. Guests can look forward to even more personalized, seamless, and enjoyable experiences at their favourite venues while ALH reaps the benefits of increased loyalty and revenue.
Written by: Jill Walsh
