---
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://hubspot.findmore.solutions/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png
---

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# EP.2 Omni-Channel Booking and Beyond

![Diogo Rebelo](https://hubspot.findmore.solutions/hubfs/Images/About%20us/1675157031252.jpeg)

#### Diogo Rebelo

Hubspot Practice Director

<https://ie.linkedin.com/in/diogorebelo>

![Bruno Horta Soares](https://hubspot.findmore.solutions/hubfs/1632838618965.jpg)

#### Bruno Horta Soares

Digital Transformation Advisor

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.

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### EP 4. Why Sustainability in Hospitality Fails Without Data and CRM

 January 19, 2026

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[![](https://hubspot.findmore.solutions/hubfs/Captura%20de%20ecr%C3%A3%202025-09-18%2c%20%C3%A0s%2012.31.35.png)](https://hubspot.findmore.solutions/blog/ep-3.-data-driven-decisions)

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### EP 3. Data-Driven Decisions

 October 20, 2025

[Read more](https://hubspot.findmore.solutions/blog/ep-3.-data-driven-decisions)

[Check all articles](https://hubspot.findmore.solutions/blog)

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