Group Booking Automation for Leading Global Hotel Franchise

  • July 17, 2025
  • Girikon
The Background

A leading hotel franchise was receiving more group booking requests through platforms like Cvent, but managing proposals across multiple hotels was time-consuming and inconsistent. To fix this, they partnered with Girikon, their Salesforce Implementation Partner, to build an automated solution using Salesforce Sales Cloud and Experience Cloud.

The Client

The client, headquartered in Phoenix, Arizona, is one of the world’s largest hotel franchise groups, with well-known brands such as Radisson, Quality Inn and Cambria under its umbrella. Since 2020, the client has partnered with Girikon to modernise both customer-facing operations and internal processes using the Salesforce platform.

The Problem

The process of managing incoming group booking requests, especially those received from platforms such as Cvent, was inefficient and inconsistent. Key issues included:

  • No central place to view or respond to proposals from hotels
  • Manual communication slowed down the proposal process
  • Difficulty tracking which hotels had responded and which hadn’t
  • No automated way to close out remaining hotel proposals once one was selected
  • Lack of clear permissions and user-specific access across hotel contacts and planners

The business needed a platform to automate proposal intake, notify the right people, and make the approval process faster and easier to manage at scale.

The Solution

Girikon developed a Group RFP management system using Salesforce Sales Cloud and Experience Cloud. Here’s how it works:

  • Booking requests from platforms like Cvent are automatically captured in Salesforce, creating records for Opportunities, Room Requirements, and Event Dates.
  • Hotel users access a Proposal Portal via Experience Cloud, where they can view event details and submit their proposals.
  • Sales and planner teams receive email and system notifications at each key step, and they can accept or decline proposal or can cancel the event as well.
  • Once a planner accepts a proposal from one hotel, the system automatically closes out proposals from the remaining hotels, to eliminate any possible confusion.
  • The platform enforces role-based access, ensuring only authorised users see and act on the relevant part of the process.
  • Proposal details, including room requirement and response and availability, are tracked using custom objects in Salesforce, and all updates are instantly reflected in the system.
The Outcome

With the new system, managing group bookings has become simpler and more efficient.

  • Requests now land directly in Salesforce from integrated platforms — no more juggling spreadsheets or emails.
  • Hotel users manage proposals directly in the portal, while planners can approve or decline in real time.
  • The platform automatically closes other proposals once one is accepted, cutting down on confusion and double handling.
  • Notifications ensure planners and hotels are always informed of next steps.
  • Permissions and roles provide a tailored experience to each user group, while reporting tools track proposal timelines and status.

This automation has reduced delays, improved visibility, and created a significantly smoother experience for both internal teams and external hotel partners, helping the client team respond to opportunities faster and more confidently.

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