The Client
Hilton Brentwood/Nashville Suites is a premier hotel in the rolling hills of Williamson County located in Brentwood, Tennessee, just outside Nashville. This all-suites hotel welcomes a wide range of business and leisure travelers. Their Director of Sales & Marketing, Rosemary Wilson Short, leads the hotel’s focus on generating revenue through group business, guest room bookings, and events.
The hotel has a high volume of repeat business travelers, local negotiated accounts and loyal returning Hilton members. It is essential that they keep the entire organizing, booking, and payment process with these large groups truly seamless. Rosemary and her team need smart technology to keep the many moving parts of events and bookings rolling smoothly.
The Challenge
Like many hotels, before adopting b4checkin’s solutions, Hilton Brentwood relied on paper credit card authorization forms to authorize and process payments for these large events. This manual approach required faxing forms back and forth, creating inefficiencies and potential errors. Without a centralized system for tracking payments, managing incoming payments for guest room blocks, meeting spaces, and catering services was also open to potential security risks. The hotel needed a more secure, reliable, and user-friendly way to handle payments.
The Solution
TransForm by b4 provided Hilton Brentwood with a secure, streamlined payment process. Now, the hotel’s sales team efficiently sends secure payment links to business travelers, corporate accounts, and event organizers.
They send the secure payment links to the relevant contact, be it an individual group leader or a relevant corporate account manager. TransForm allows the contact to read policies, set up payment plans, and provide their payment information securely. It then tokenizes the credit card details and passes it along to the hotel’s property management system, allowing them to easily handle any post-event charges as well. Rosemary is notified when this payment request is sent, received, and posted, ensuring transparency and efficiency.
The Results
With b4checkin, Hilton Brentwood experienced significant operational improvements:
- Easy implementation: Easily integrated into their daily operations via quick online training.
- Increased Efficiency: The sales coordinator and sales managers now use Transform multiple times a week, reducing manual workload and saving time.
- Enhanced Security: Eliminating faxed credit card authorization forms improved data security and compliance.
- Better Payment Tracking: Notifications for sent, received, and posted payments ensure accuracy and accountability.
- Improved Client Experience: The streamlined payment process enhances credibility and strengthens relationships with corporate clients and event organizers.
Rosemary Wilson Short highlights the value of TransForm, stating: “It’s a simple, easy, secure process that boosts credibility with clients. It works seamlessly, and there are no glitches.” Hilton Brentwood includes TransForm’s payment process in their contracts, ensuring transparency and letting clients know how easy and seamless the payment process will be.
Overall, b4checkin has transformed Hilton Brentwood’s payment process, making it more secure, efficient, and client-friendly, helping the hotel maintain its high standards of service and operational excellence.
