--- title: EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer description: Explore how HubSpot CRM, real-time personalisation and connected communication help hospitality brands deliver seamless guest experiences. image: https://hubspot.findmore.solutions/hubfs/Image.jpg --- [Skip to content](https://hubspot.findmore.solutions/orange-kestrel/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer-1#main-content) [![Orange Kestrel - A Findmore Company](https://hubspot.findmore.solutions/hubfs/raw_assets/public/@projects/orange-kestrel/orange-kestrel-theme/assets/images/logo/Orange-Kestrel_horizontal_for-light-bg.svg)](https://hubspot.findmore.solutions/) What We Do - [AI Services](https://hubspot.findmore.solutions/what-we-do#ai_service) - [Consulting](https://hubspot.findmore.solutions/what-we-do#consulting) - [Projects](https://hubspot.findmore.solutions/what-we-do#projects) - [Onboarding](https://hubspot.findmore.solutions/what-we-do#onboarding) - [Migration](https://hubspot.findmore.solutions/what-we-do#migration) - [Support](https://hubspot.findmore.solutions/what-we-do#support) [AI Adoption Service](https://hubspot.findmore.solutions/ai-adoption-service) Solutions - [RFM Analysis](https://hubspot.findmore.solutions/rfm-analysis) - [HubSpot UI Extensions](https://hubspot.findmore.solutions/hubspot-ui-extensions) - [HubSpot Custom Portals](https://hubspot.findmore.solutions/hubspot-custom-portals) Industries - [Industries Overview](https://hubspot.findmore.solutions/industries-overview) - [Hospitality](https://hubspot.findmore.solutions/hospitality) - [Manufacturing](https://hubspot.findmore.solutions/manufacturing-1) - [Waste & Environmental Services](https://hubspot.findmore.solutions/waste-environmental-services) [Customer Review](https://hubspot.findmore.solutions/customer-review) [Resources](https://hubspot.findmore.solutions/orange-kestrel) Company - [About](https://hubspot.findmore.solutions/about) [Speak To Us](https://hubspot.findmore.solutions/book-a-hubspot-review) [Speak To Us](https://hubspot.findmore.solutions/book-a-hubspot-review) [![Orange Kestrel - A Findmore Company](https://hubspot.findmore.solutions/hubfs/raw_assets/public/@projects/orange-kestrel/orange-kestrel-theme/assets/images/logo/Orange-Kestrel_horizontal_for-light-bg.svg)](https://hubspot.findmore.solutions/) What We Do AI Services [AI Adoption Service](https://hubspot.findmore.solutions/ai-adoption-service) [Consulting](https://hubspot.findmore.solutions/what-we-do#consulting) [Projects](https://hubspot.findmore.solutions/what-we-do#projects) [Onboarding](https://hubspot.findmore.solutions/what-we-do#onboarding) [Migration](https://hubspot.findmore.solutions/what-we-do#migration) [Support](https://hubspot.findmore.solutions/what-we-do#support) Solutions [RFM Analysis](https://hubspot.findmore.solutions/rfm-analysis) [HubSpot UI Extensions](https://hubspot.findmore.solutions/hubspot-ui-extensions) [HubSpot Custom Portals](https://hubspot.findmore.solutions/hubspot-custom-portals) Industries [Industries Overview](https://hubspot.findmore.solutions/industries-overview) [Hospitality](https://hubspot.findmore.solutions/hospitality) [Manufacturing](https://hubspot.findmore.solutions/manufacturing-1) [Waste & Environmental Services](https://hubspot.findmore.solutions/waste-environmental-services) [Customer Review](https://hubspot.findmore.solutions/customer-review) [Resources](https://hubspot.findmore.solutions/orange-kestrel) Company [About](https://hubspot.findmore.solutions/about) [Speak To Us](https://hubspot.findmore.solutions/book-a-hubspot-review) ![](https://hubspot.findmore.solutions/hs-fs/hubfs/Image.jpg?width=1463&height=828&name=Image.jpg) [← All resources](https://hubspot.findmore.solutions/orange-kestrel) [Podcast](https://hubspot.findmore.solutions/orange-kestrel/tag/podcast) # EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer October 13, 2026 By Findmore In this episode: What does it truly mean to deliver a seamless, personalized guest experience in today’s hospitality industry? In this debut episode of Hospitality Meets CRM, Bruno Horta Soares (digital transformation advisor) and Diogo Rebelo (Head of HubSpot CRM at Findmore Solutions) dive deep into the evolving role of technology in shaping unforgettable guest journeys. Together, they explore how CRM platforms like HubSpot are no longer just tools for sales or marketing—but the central nervous system of modern hospitality, enabling organizations to understand, anticipate, and engage guests in real time. From fragmented systems and siloed departments to unified data and omnichannel strategies, this episode unpacks: • Why digital transformation must be guest-driven, not process-driven • How real-time personalization is reshaping expectations across every touchpoint • The emerging power of RCS (Rich Communication Services) as the next-gen upgrade to SMS • The importance of contextual engagement—before, during, and after a guest’s stay • The balance between AI automation and the human touch in hospitality With a special guest appearance by Luke Jenkins (Sinch), we take a closer look at how leading brands are using RCS to build trust, streamline communication, and enhance customer experience —without needing to build an app. This episode isn’t about campaigns. It’s about relationships. It’s about being present, relevant, and connected—wherever your guests are. 🎥 Watch the full conversation above and discover how CRM and communication technology are transforming hospitality from the inside out. ## Related articles ### [![EP.2 Omni-Channel Booking and Beyond](https://hubspot.findmore.solutions/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.2 Omni-Channel Booking and Beyond Read article →](https://hubspot.findmore.solutions/orange-kestrel/ep.2-omni-channel-booking-and-beyond) ### [![EP 3. Data-Driven Decisions](https://hubspot.findmore.solutions/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://hubspot.findmore.solutions/orange-kestrel/ep-3.-data-driven-decisions-clone) ### [![EP 4. Why Sustainability in Hospitality Fails Without Data and CRM](https://hubspot.findmore.solutions/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 4. Why Sustainability in Hospitality Fails Without Data and CRM Read article →](https://hubspot.findmore.solutions/orange-kestrel/ep-4.-why-sustainability-in-hospitality-fails-without-data-and-crm-clone) [![Orange Kestrel - A Findmore Company](https://hubspot.findmore.solutions/hubfs/raw_assets/public/@projects/orange-kestrel/orange-kestrel-theme/assets/images/logo/Orange-Kestrel_horizontal_for-dark-bg.svg)](https://hubspot.findmore.solutions/) HubSpot strategy, implementation and ongoing support for businesses around the world. Orange Kestrel is a Findmore Company. ## What We Do - [AI Services](https://hubspot.findmore.solutions/what-we-do#ai_service) - [AI Adoption Service](https://hubspot.findmore.solutions/ai-adoption-service) - [Consulting](https://hubspot.findmore.solutions/what-we-do#consulting) - [Projects](https://hubspot.findmore.solutions/what-we-do#projects) - [Onboarding](https://hubspot.findmore.solutions/what-we-do#onboarding) - [Migration](https://hubspot.findmore.solutions/what-we-do#migration) - [Support](https://hubspot.findmore.solutions/what-we-do#support) ## Solutions - [RFM Analysis](https://hubspot.findmore.solutions/rfm-analysis) - [HubSpot UI Extensions](https://hubspot.findmore.solutions/hubspot-ui-extensions) - [HubSpot Custom Portals](https://hubspot.findmore.solutions/hubspot-custom-portals) ## Industries - [Industries Overview](https://hubspot.findmore.solutions/industries-overview) - [Hospitality](https://hubspot.findmore.solutions/hospitality) - [Manufacturing](https://hubspot.findmore.solutions/manufacturing-1) - [Waste & Environmental Services](https://hubspot.findmore.solutions/waste-environmental-services) ## Explore - [Customer Review](https://hubspot.findmore.solutions/customer-review) - [Resources](https://hubspot.findmore.solutions/orange-kestrel) - Company - [About](https://hubspot.findmore.solutions/about) © 2026 Orange Kestrel. All rights reserved. [Privacy policy](https://hubspot.findmore.solutions/privacy-policy) [Cookie policy](https://hubspot.findmore.solutions/cookie-policy) [Terms](https://hubspot.findmore.solutions/terms) ![](https://hubspot.findmore.solutions/hubfs/raw_assets/public/@projects/orange-kestrel/orange-kestrel-theme/assets/images/kestrel-back-to-top-refined.svg) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Findmore", "url" : "https://hubspot.findmore.solutions/orange-kestrel/author/findmore" }, "dateModified" : "2026-10-13T15:04:39.986Z", "datePublished" : "2026-10-13T15:04:39.000Z", "headline" : "EP.1 The Evolving Guest Experience Why HubSpot’s CRM is a Game-Changer", "image" : [ "https://hubspot.findmore.solutions/hubfs/Image.jpg" ], "mainEntityOfPage" : { "@id" : "https://hubspot.findmore.solutions/orange-kestrel/ep.1-the-evolving-guest-experience-why-hubspots-crm-is-a-game-changer-1", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://hubspot.findmore.solutions/hubfs/logo_hubsol_dark.png" }, "name" : "Findmore Solutions" } } ```