Hotel Technology Next Generation

"The level of complexity of this project is significant," notes John Padwick, Director of Ecommerce & CRM for sbe. As an instrumental component of their complete CRM solution, Libra OnDemand integrates guest data between sbe's collection of cutting-edge hotels, restaurants and nightclubs. "The fact that Libra OnDemand reaches across all three verticals is profound. We were up and running with the ability to serve our guests in such a short period of time, which was even more impressive."

sbe originally began using Libra OnDemand as a contact management system. By consolidating all of sbe's guest information across the entire platform, Libra OnDemand gives them the ability to achieve much higher levels customer service and satisfaction.

And now, with the recent launch of their redesigned website, sbe is taking customer loyalty to a whole new level through their "sbePREFERRED" program. Utilizing the Libra Customer Portal application embedded within sbe's website, "sbePREFERRED" provides a diverse clientele with the ability to manage their own account preferences, view their personal stay and visit history, and access exclusive "members only" offers, such as preferred reservations and discounts. "We're excited that Libra OnDemand is powering our loyalty program web-consumer interface, with seamless system integration across all three of our verticals," comments Padwick. "It allows us to truly go above and beyond for our guests."

By also utilizing the innovative Libra HMS Portal, sbe's VIP services and global concierge teams are able to personalize the guest experience like never before. Through opt-in profile information, sbe can now anticipate guest needs and customize their visit in real time at any of their hotel, restaurant and nightlife properties.

"sbe helped us drive the use case of the system beyond just hotels", says Libra OnDemand President, Gregg Hopkins. "By addressing their extensive CRM needs at the restaurant and nightclub level, our development team expanded the capabilities of the entire application, now providing solutions for other interrelated hospitality verticals."

In fact, this depth of customer support by the Libra OnDemand team is a key benefit that has been realized by sbe. "The level of development support and sophisticated customization from Libra has been just as important as the platform itself. Now, sbe is executing marketing and CRM in ways no one else does," states Padwick. "Portability of the view inside each customer's Single Guest Profile now gives us the ability to see important client data at the corporate and venue level. Consolidating data from different venues across multiple verticals under one roof gives us the competitive edge over others in the entertainment industry."

As a leading provider of special event planning, sbe is also planning to utilize the unique, customized tools in the Libra OnDemand Sales, Groups & Events module. Hopkins comments, "We are looking forward to continuing the successful relationship between sbe and Libra OnDemand as our organizations both continue to exceed customer expectations."

About sbe | Founded in 2002, Los Angeles-based sbe brings exquisite balance to the worlds of hospitality, real estate development and entertainment. As a privately held company founded and helmed by Chairman and CEO Sam Nazarian, sbe acquires, develops and manages exceptional projects through its divisions – Hotels, Restaurants, Nightlife and Real Estate. With a mission to redefine the standards of excellence in hospitality, sbe has harnessed the creativity and innovation of the best minds in the business, including design visionary Philippe Starck, with whom the company has an exclusive agreement for the creation of hotels, restaurants and lounges in North America. As the cornerstone of its synergistic approach, sbe has also completely rethought and re-imagined the luxury hotel experience. sbe debuted its luxury hotel brand, SLS Hotels, with the Fall 2008 opening of SLS Hotel at Beverly Hills, which has won international acclaim and numerous awards. In March of 2012, sbe will unveil the SLS Hotel at South Beach in Miami. In 2010, sbe launched its second hotel brand, The Redbury, located in the heart of Hollywood. Also in the sbe Hotel collection are Las Vegas' Sahara Hotel & Casino and Four Points by Sheraton LAX. sbe's Restaurant and Nightlife groups constantly stay ahead of the curve, creating and expanding trend-setting concepts, which currently include 5 Katsuya locations (Hollywood, Brentwood, Downtown at LA LIVE, Glendale and Laguna Beach), The Bazaar by José Andrés, XIV by Michael Mina, Cleo, Gladstones, Papaya King, Mercato di Vetro, 4 Hyde Lounge locations (Hollywood, Staples Center, Mammoth Mountain and Bellagio Hotel & Casino December 31, 2011), The Abbey Food & Bar, Eden, Crimson, MyHouse, MyStudio and The Colony. Most recently, sbe established a strategic marketing partnership with MGM Resorts International, which unites MGM's M Life and sbe's Preferred Partner programs. In December 2010, Colony Capital, led by Founder, Chairman and CEO Thomas J. Barrack Jr., partnered with sbe through a minority investment focused on the national and international expansion of sbe's award-winning hospitality platform. More information about sbe can be obtained at www.sbe.com.

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