Hospitality and transportation both sell an experience that is produced and consumed at the same moment, which leaves no room to fix it afterwards. Group and corporate sales, guest or passenger data, and the operation that delivers the service usually sit in different systems, so the people at the front line are the last to know what was promised.
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A Salesforce Consulting Partner since 2017, with 150 Salesforce certifications on the team.
Pipeline built for site visits, proposals, contracts and block management, with the long cycle those deals actually run on.
A record spanning properties, brands and routes, carrying preferences, history and service issues so a returning customer is recognised as one.
Integration between PMS, dispatch or reservation systems and the CRM so sales sees real availability and operations sees what was promised.
Structured intake, ownership, resolution and follow-up for complaints, with the record attached to the guest rather than to a shift.
Segmentation and journeys driven by actual stay, trip or event history rather than by a single enrolment flag.
Maintenance, availability and utilisation data connected to the account, so commitments are made against the current picture.
The technology and process challenges that come up in nearly every engagement we run in this industry.
Property management and dispatch systems are built to run today's operation. They are not built to hold a relationship across years, properties or routes.
Long-cycle group, corporate and charter sales involve site visits, proposals, contracts and room or vehicle blocks that generic pipeline stages do not describe.
Without a record spanning properties, brands or routes, a returning customer is treated as a stranger, and preferences are collected repeatedly and lost.
A complaint handled well creates loyalty; handled badly it becomes a review. Most operations have no consistent process and no record of what was done.
Maintenance, availability and utilisation sit in the operational system, so sales promises get made against a picture that is out of date.
Demand patterns repeat every year and are still forecast from last month rather than from the same period last year.
Compliance is not a separate workstream, it is embedded in every workflow we deliver. The major frameworks we work within:
Accessible booking and digital experiences, accessible-room and accessible-vehicle inventory, and accommodation records.
Cardholder data handling across booking, property and dispatch systems, and keeping it out of the CRM.
Hours-of-service records, driver qualification files and vehicle inspection evidence for passenger carriers.
Food safety records, temperature logs and staff certification tracking for food service operations.
Occupancy tax calculation, exemption certificates and remittance records by jurisdiction.
Guest data rights, deletion requests and marketing consent across properties and brands.
Each category represents a deep specialization with dedicated playbooks, accelerators, and experienced consultants.
Long-cycle pipeline, site visits, proposals, contracts and block management.
Unified records, preferences, history and service recovery.
PMS, dispatch and reservation integration into the customer record.
Segmentation and journeys driven by real stay, trip and event history.
Maintenance, availability and utilisation connected to the account.
Our team carries hands-on experience across the systems your firm already runs. Integration is rarely the bottleneck.
From short diagnostics to fractional leadership, every engagement model is designed around the client's stage and needs.
Assessment across group sales, guest experience and operations.
Defined builds for group sales, guest 360 or operations integration.
Ongoing administration across peak and off-peak season.
Senior technology leadership for operators and transportation businesses.
Engagements are measured by movement on the numbers that matter. These are the directions of travel we commit to.
Working patterns we reuse across engagements, refined through our Salesforce and AI client work since 2017.
A pipeline design built for site visits, proposals, contracting and block management rather than transactional stages.
A reference architecture for one guest across properties, brands, channels and routes.
A framework for intake, ownership, resolution and follow-up that survives a shift change.
Our approach to forecasting against the same period last year, which is the only meaningful comparison in a seasonal business.
The Salesforce products and services we use most with hospitality & transportation clients. Salesforce consulting overview →
Consultant-level analysis from the consultants delivering the work.
How hotel groups, venues and transportation companies use Salesforce for group sales, guest and shipper profiles, PMS and TMS integration, service cases, consented marketing and AI agents.
Read the full post →Implementation, integration, configuration, and managed services across the full Salesforce platform, from Sales and Service Cloud to Agentforce and Data Cloud.
Learn more →As a Gong services partner, we implement, integrate, and optimize Gong so revenue teams actually adopt it.
Learn more →Strategy and production AI, from use-case selection and governance to deployed agents on the platforms you already run.
Learn more →The systems, data, and rituals that make sales, marketing, and customer success operate as one revenue engine.
Learn more →Hospitality and transportation companies usually combine Service Cloud for guest or passenger support, Marketing Cloud for personalized campaigns, and Data Cloud to unify profiles across properties, brands and booking channels. Sales Cloud supports group, corporate and charter sales. Salesforce offers no dedicated hospitality cloud, so the design work lies in modeling stays, trips and events well. We start with the customer journey that most affects repeat business and build outward.
The operational systems stay authoritative for reservations, rooms, vehicles and schedules, while Salesforce receives booking and stay or trip history to build the guest profile. Integrations often include property management, central reservations, point of sale, loyalty and dispatch platforms. Latency matters: a service agent needs today's booking, while marketing can work from nightly updates. We design each feed at the freshness its users actually require, which keeps integration costs proportional.
Keep payment card data in your payment and reservation systems, not in Salesforce, so the CRM stays out of PCI DSS scope wherever possible. Guest profiles often include preferences, travel companions and accessibility needs, which call for careful access controls and a clear retention policy. Marketing consent must be tracked by brand and channel, and privacy requests should be honored across every property. Confirm applicable state and international privacy obligations with counsel.
Agentforce can handle routine requests such as booking changes, amenity questions, lost item reports and trip status, passing guests to staff when emotions or exceptions call for a person. Grounding the agent in live reservation data and current policies is essential, because a confident wrong answer damages trust quickly. We start with a narrow set of requests, review transcripts closely, and widen scope once the agent consistently resolves them correctly.
A Salesforce Health Check reviews your org and gives you a ranked list of what to fix first, with effort estimates. It is the right starting point before an optimization project, a new cloud or an AI initiative.
Free 30-minute strategy session with one of our consultants who knows your industry.
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