Case study · 2025
Sandals Resorts
A digital re-booking experience that sells the next stay while guests are still on property.
Year one after launch, 2024–2025. Sources: Sandals' Loyalty and Travel division, as reported in Nam's case study.
About Sandals Resorts
Sandals Resorts International runs the Sandals and Beaches resorts across the Caribbean. Its Loyalty and Travel division sells guests their next stay, ideally while they're still enjoying this one.
The brief
On-site sales relied on printed marketing collateral and paper forms. It took guests a long time, offered little personalisation, and capped how many guests the on-site sales team could serve.
The question: how do you sell the next stay to a guest who is on holiday, without turning it into paperwork?
What we did
In 2024 and 2025, Nam and his team partnered with Sandals' C-suite sales and marketing leadership to rebuild the re-booking journey. The result, “Where to Next?”, is a flagship initiative of the Loyalty and Travel programme.
- A personalised recommendation engine. A self-guided digital tool recommends specific resorts and itineraries from each guest's preferences.
- One plan across IT, marketing and sales. Shared workflows made sure the hardware went in smoothly and the tool worked in real time with the booking systems behind it.
- Sales teams freed to sell. On-site staff moved from processing paperwork to advising guests, with the tool doing the admin.
Where people stay in charge
The tool does the admin; Sandals' on-site sales advisors still own the conversation with every guest.