Hospitality CRM for a premium gastronomic group

The group managed high-value recurring guests across seven restaurants without a centralized profile. Preferences, allergies, and favorite tables lived in notebooks, spreadsheets, and team memory. The same guest was a 'new customer' when moving between the group's restaurants, and campaigns and reservations couldn't be personalized cross-venue.

A hospitality CRM with a unified guest profile shared across the seven venues, automatic capture from reservations and interactions, actionable segmentation, and campaigns dispatched via Concierge on WhatsApp.

• Unified guest profile accessible from any of the group's seven restaurants
• Automatic capture of allergies, preferences, favorite tables and occasions from reservations and interactions
• VIP tagging and automatic detection of guests at risk of churning
• Segmentation and campaigns triggered via HIRO Concierge over the guest's WhatsApp

Zero profile duplication across restaurants and actionable cross-restaurant guest data.

• The floor team knows the guest before they sit down, in any restaurant of the group
• Zero profile duplication: the same guest is the same person across all seven venues
• Recurring guests reactivated before being lost, with early inactivity detection
• Operational decisions based on real cross-restaurant data, not intuition

Case published anonymously. Client identity withheld by agreement with the group.