Turtle Bay Elevates Hospitality With Einstein 1 Service | Salesforce

Change is not the hurdle. Change is the remedy that allows us to win every day. And Salesforce is giving us the ability to change the industry. Turtle Bay is a beautiful, magnificent resort that sits on 1300 acres of dream landscape in the north shore of oahu. For over 50 years, Troto Bay Resort has been the largest employer here on the north shore. And so I take incredible pride in being able to tell that story. We're in the luxury environment, but to say luxury and to really communicate what luxury is, that's very difficult because all of us look at luxury differently. Travelers today expect us to know who they are. And so making their experience here, here more personalized is really critical. How do we make an easy shopping experience and merchandise that based on what their likes and affinities are? Trust was the most important thing. I needed a trusted source to secure my data and data cloud was the differentiator and the perfect product to take that journey with me. CRM with AI and data powered by trust, that's the way forward for us. When sales is talking to service, that's giving the steward the ability to say, wow, this is really cool. Like I'm actually having fun solving cases with AI auto responses. I love using the Einstein One platform because it gives me everything I need and all the guest details right at my fingertips. We have all of these activities that we can see that they booked. What the generative AI can now do is they can take these activities and then automatically recommend other activities that they know these guests will be interested in. So that way our associates have all the tools to really sell the guests on what experience they're wanting to do next. The Einstein One platform is really redefining how hospitality can deliver to the consumer. For me to see where the customer journey happened prior to even being here, to their journey on site, to getting AI to tell me what the next best experience is that they should buy. That's luxury, that's what they want. And the return on investment happens day one. We've quadrupled our visitation to our website. Triple digit increase in conversion and acquisition, giving us 40% lift in top line revenue here at this hotel. Magic has happened along the way. Far greater than I ever thought. The aloha here is so deep and so real. We're only as good as our culture, we're only as good as our people. Einstein One platform is helping us augment the processes so that we can allow the employee to shine. In that regard, we're giving them the time to speak about their places they love. It's our greatest currency here as a hotel. And people leave here saying, I will be back.