--- title: EP.2 Omni-Channel Booking and Beyond description: In this episode of Hospitality Meets CRM, we dive into the future of guest interactions, where every step of the journey—before, during, and after the stay—should feel effortless, yet deeply personalized. image: https://www.goldenkestrel.com/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png --- [Skip to content](https://www.goldenkestrel.com/orange-kestrel/ep.2-omni-channel-booking-and-beyond#main-content) [![Golden Kestrel - A Findmore Company](https://www.goldenkestrel.com/hubfs/Golden-Kestrel_horizontal_for-light-bg.svg)](https://www.goldenkestrel.com/#) What We Do - [AI Services](https://www.goldenkestrel.com/what-we-do#ai-services) - [Consulting](https://www.goldenkestrel.com/what-we-do#consulting) - [Projects](https://www.goldenkestrel.com/what-we-do#projects) - [Onboarding](https://www.goldenkestrel.com/what-we-do#onboarding) - [Migration](https://www.goldenkestrel.com/what-we-do#migration) - [Integration](https://www.goldenkestrel.com/what-we-do#integration) - [Support](https://www.goldenkestrel.com/what-we-do#support) [AI Adoption Service](https://www.goldenkestrel.com/ai-adoption-service) Solutions - [RFM Analysis](https://www.goldenkestrel.com/rfm-analysis) - [HubSpot UI Extensions](https://www.goldenkestrel.com/hubspot-ui-extensions) - [HubSpot Custom Portals](https://www.goldenkestrel.com/hubspot-custom-portals) Industries - [Industries Overview](https://www.goldenkestrel.com/industries-overview) - [Hospitality](https://www.goldenkestrel.com/hospitality) - [Manufacturing](https://www.goldenkestrel.com/manufacturing-1) [Customer Reviews](https://www.goldenkestrel.com/customer-review) [Resources](https://www.goldenkestrel.com/orange-kestrel) Company - [About](https://www.goldenkestrel.com/about) - [Careers](https://www.goldenkestrel.com/careers) [Speak To Us](https://www.goldenkestrel.com/book-a-hubspot-review) [Speak To Us](https://www.goldenkestrel.com/book-a-hubspot-review) [![Golden Kestrel - A Findmore Company](https://www.goldenkestrel.com/hubfs/Golden-Kestrel_horizontal_for-light-bg.svg)](https://www.goldenkestrel.com/#) What We Do AI Services [AI Adoption Service](https://www.goldenkestrel.com/ai-adoption-service) [Consulting](https://www.goldenkestrel.com/what-we-do#consulting) [Projects](https://www.goldenkestrel.com/what-we-do#projects) [Onboarding](https://www.goldenkestrel.com/what-we-do#onboarding) [Migration](https://www.goldenkestrel.com/what-we-do#migration) [Integration](https://www.goldenkestrel.com/what-we-do#integration) [Support](https://www.goldenkestrel.com/what-we-do#support) Solutions [RFM Analysis](https://www.goldenkestrel.com/rfm-analysis) [HubSpot UI Extensions](https://www.goldenkestrel.com/hubspot-ui-extensions) [HubSpot Custom Portals](https://www.goldenkestrel.com/hubspot-custom-portals) Industries [Industries Overview](https://www.goldenkestrel.com/industries-overview) [Hospitality](https://www.goldenkestrel.com/hospitality) [Manufacturing](https://www.goldenkestrel.com/manufacturing-1) [Customer Reviews](https://www.goldenkestrel.com/customer-review) [Resources](https://www.goldenkestrel.com/orange-kestrel) Company [About](https://www.goldenkestrel.com/about) [Careers](https://www.goldenkestrel.com/careers) [Speak To Us](https://www.goldenkestrel.com/book-a-hubspot-review) ![](https://www.goldenkestrel.com/hs-fs/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png?width=1860&height=946&name=Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png) [← All resources](https://www.goldenkestrel.com/orange-kestrel) [Podcast](https://www.goldenkestrel.com/orange-kestrel/tag/podcast) # EP.2 Omni-Channel Booking and Beyond October 13, 2026 By Findmore In this episode: *What does “frictionless booking” really mean in hospitality—and how can CRM make it a reality?* In this episode of **Hospitality Meets CRM**, Bruno Horta Soares (digital transformation advisor) and Diogo Rebelo (Head of HubSpot CRM at Findmore Solutions) dive into the future of guest interactions, where every step of the journey—before, during, and after the stay—should feel effortless, yet deeply personalized. Together, they unpack how modern CRM is no longer just a back-office tool, but the **orchestration layer** that unifies scattered systems, channels, and data into one seamless guest profile. **Inside this conversation:** • Why “frictionless” is not about speed, but about removing drag without skipping steps • The power of progressive data collection—stop asking the same questions twice • How centralized data builds trust, unlocks upsell opportunities, and reduces OTA dependency • The role of AI and event data in enabling real-time personalization • Why omnichannel is ultimately about **relevance and experience, not technology** From the frustration of “mortgage-like” check-ins to the trust gap of manual card payments, this episode explores the real challenges—and opportunities—of creating guest journeys that flow naturally across channels. 🎥 **Watch the full conversation above** and see how HubSpot CRM helps hospitality brands orchestrate every interaction into a smarter, more connected experience. ## Related articles ### [![Two speakers recording Hospitality Meets CRM episode 6](https://www.goldenkestrel.com/hs-fs/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png?width=1860&height=946&name=Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png) Podcast October 15, 2026 EP6. Scaling Hospitality Brands: How CRM Becomes the Backbone of Growth Read article →](https://www.goldenkestrel.com/orange-kestrel/scaling-hospitality-brands-with-crm-orange-kestrel) ### [![EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer](https://www.goldenkestrel.com/hs-fs/hubfs/Image.jpg?width=1463&height=828&name=Image.jpg) Podcast October 13, 2026 EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer Read article →](https://www.goldenkestrel.com/orange-kestrel/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer-1) ### [![EP 3. Data-Driven Decisions](https://www.goldenkestrel.com/hs-fs/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png?width=1860&height=946&name=Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png) Podcast October 13, 2026 EP 3. Data-Driven Decisions Read article →](https://www.goldenkestrel.com/orange-kestrel/ep-3.-data-driven-decisions-clone) [![Golden-Kestrel\_horizontal\_for-dark-bg](https://www.goldenkestrel.com/hubfs/Golden-Kestrel_horizontal_for-dark-bg.svg)](https://www.goldenkestrel.com/) HubSpot strategy, implementation and ongoing support for businesses around the world. 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