Aman
Implementing Operational Clarity Across Luxury Hospitality
Industry: Ultra-Luxury Hospitality & Resorts Location: Global (Flagship in Bhutan, Vietnam, France)
Executive Summary
Aman is renowned for delivering hyper-personalized experiences across its iconic destinations. As the group explored digitization for loyalty, segmentation, and booking intelligence, gaps in backend systems created friction. Inside Edge 4.0’s Tier 1 engagement would establish booking funnel clarity, segment-driven campaign automation, and CX readiness to support global performance teams.
Key Challenges Likely Identified
Inconsistent Data Between Properties
No central CRM logic across
bookings.
Lack of Tiered Loyalty Logic
High-repeat guests were not identified or nurtured.
Manual Concierge Triggers
Personalized touches were done ad hoc by staff.
What Inside Edge 4.0 Would Deliver
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Booking Funnel Audit
- Property-level performance tracking and OTA vs direct segmentation.
- Drop-off and rebooking insight across guest journey.
Digital Readiness Assessment
- Tech stack review (CRM, booking engine, guest tagging systems).
- Scorecard for personalization and loyalty maturity.
Market Positioning Strategy
- Messaging pillars for ultra-luxury, wellness, and timeless exclusivity.
- Global-to-local adaptation blueprint.
Guest Experience Blueprint
- Tiered flows for VIP onboarding, concierge touchpoints, and re-engagement.
- Personalization triggers (e.g., birthdays, past stays).
Opportunity Map + Support
- Dashboard for loyalty revenue, rebooking ratio, and campaign impact.
- Global campaign segmentation templates.
Deliverables Summary
- Funnel Audit (OTA vs Direct by Region)
- Guest Loyalty Tier Map
- Looker Dashboard (Repeat %, Upgrade Rate)
- Messaging Framework (By Region + Persona)
- Email Flows for VIP, Seasonal, Rebookers
- 90-Day Campaign & Tech Roadmap
- 30-Day Slack Support
Timeline
Duration: 3 Weeks
Week 1: Global CX Audit + Positioning Strategy
Week 2: Email Flows + Dashboard Build
Week 3: Playbook Handoff + Slack Support
Expected Outcomes
Metric
Before
After (30 Days)
Loyalty Revenue Visibility
None
Dashboard Live
Guest Segmentation Logic
Manual
Tiered Flows Active
Concierge Task Load
High
40% Process Automated
Closing Message
Inside Edge 4.0’s Tier 1 engagement enables iconic luxury groups like Aman to blend intimacy with insight—elevating each guest experience with scalable clarity and structured personalization.
Want to future-proof luxury across global properties?