Turtle Bay Resort: Elevating Hospitality with AI

Turtle Bay Resort, nestled on O‘ahu’s North Shore, faced the challenge of delivering personalized guest experiences with limited data and a booking system that lacked sophisticated segmentation capabilities. Recognizing that modern travelers expect tailored interactions, the resort sought a solution to integrate guest data, segment audiences effectively, and recommend ideal activities seamlessly.

To overcome these hurdles, Turtle Bay Resort implemented Salesforce Data Cloud to consolidate guest data, including preferences, booking history, and resort interactions, into a unified platform. This comprehensive view enabled the resort to create targeted guest segments, ensuring that adventurous couples and curious families received personalized excursion offers aligned with their interests. Furthermore, the resort leveraged Einstein 1 Marketing to identify guests who prefer luxury experiences and send them specialized email campaigns, resulting in a remarkable 20% increase in booking conversions and a 15% rise in repeat bookings for adventure experiences.

In collaboration with Salesforce consulting partner Thunder, Turtle Bay Resort developed a custom propensity AI model that identifies excursions most likely to appeal to each guest. This AI-driven approach empowers marketing and guest services teams to personalize pre-arrival communications and facilitate on-site conversations about curated experiences, using a custom guest console powered by Service Cloud. The resort also harnessed Einstein 1 Marketing to personalize each guest’s online experience, recommending relevant adventures based on historical booking data, preferences, and behavior. As a result, personalized web content for known users has led to a 40% increase in user engagement.

Moreover, Turtle Bay Resort's concierge service leverages Einstein 1 Service to efficiently address a wide range of guest inquiries, providing accurate and personalized responses regarding dining options, room amenities, local activities, and transportation arrangements. By utilizing the resort's comprehensive knowledge base, Einstein suggests tailored replies that the concierge team can review and edit as needed, resulting in a 50% improvement in concierge efficiency. With the launch of Einstein Copilot, the resort's service team can now engage a conversational AI assistant to amplify guest experiences further.

Value Results:

• 20% increase in booking conversions through targeted marketing campaigns.

• 15% rise in repeat bookings for adventure experiences.

• 40% increase in user engagement with personalized web content.

• 50% improvement in concierge efficiency with AI-generated replies.