Wyndham Expedites Guest Bookings with Salesforce Data Cloud, Delivering Enhanced Guest Experiences and Boosting Revenue

Wyndham Hotels & Resorts, the largest hotel franchisor in the world with 25 brands and 9,200 hotels in more than 95 countries, is using Salesforce Data Cloud to unlock data trapped across multiple systems. Now, Wyndham has a complete, unified view of each guest to power customized experiences with trusted AI, automation, and data-driven insights.
The challenge: In the highly competitive hospitality industry, guests expect hotels to know their room and service preferences even before stepping foot on the property. With hundreds of millions of guest records and millions of bookings per year spread across individual properties and corporate call centers, Wyndham faced challenges accessing guest data where and when it was needed, which put guest satisfaction and direct bookings at risk.
The impact: Millions of bookings route through Wyndham’s reservation call center and hotels every year, underscoring the importance of identifying guests in real time so they can quickly offer tailored experiences while booking guest stays. Wyndham turned to Salesforce to unify its reservation, loyalty, and CRM data, creating a seamless flow of information that empowers its agents to deliver the individualized, high-quality services their guests and franchisees expect, at scale. Now Wyndham is:
Franchisee facts: Wyndham guest experiences begin with franchise owners. These operators are another important customer for Wyndham and can stay connected to corporate through an online community built on Experience Cloud. The tool also features embedded Tableau dashboards that provide informative insights, such as revenue per available room, average daily rate, and occupancy rates. 
The Wyndham perspective: “Our agents now have a consolidated view of the information they need to respond to guests efficiently, accurately, and with better personalization. This helps us serve our key stakeholders: our franchisees, our guests, and our team members.” – Scott Strickland, Chief Commercial Officer
Wyndham has additionally leveraged the Salesforce partner ecosystem, tapping PwC as its implementation partner across Data Cloud, Service Cloud, and MuleSoft to realize the value of an AI-enabled approach, enhancing both the franchisee and guest experience across channels.