Rani Croshal
Chief Customer Officer
Rani Croshal leads the global Customer Success organization at Revinate, driving customer retention, growth, and loyalty. With over 20 years of experience building and scaling SaaS and services teams, Rani is passionate about helping customers realize the full potential of technology solutions and designing customer-centric strategies that deliver measurable value and deepen relationships. Outside of work, she enjoys spending time with her family and her dog Kamea, traveling, exploring new cultures, and unwinding with a good book.
Featured articles
Beyond points: Building a customer loyalty strategy that drives direct revenue
True hotel customer loyalty reveals itself in moments like this: A guest walks into your lobby after a long day of travel, and your front desk agent greets him by name, “Welcome, Mr. Johnson! It’s so nice to have you back for a third visit with us. Would you like me to send up a late-night snack? Maybe a slice of that chocolate cake you loved last time?” No points were exchanged, no app notification [...]
How to reduce hotel booking abandonment: A guide for hoteliers
There’s one booking abandonment scenario that keeps you up at night: It’s Monday morning, and you’re scrolling through last week’s website analytics with your coffee in hand. You see that 500 people visited your booking page, selected their dates, picked their rooms, and even started entering details. You’re feeling pretty good about those numbers, until you realize that only 8 of them actually hit “Book Now.” The other 492? They just disappeared. This whole experience [...]
The complete guide to hotel online reputation management
The Avertine Snooze Cruise Hotel — a gorgeous property with a prime location and fresh renovations — was struggling to fill rooms. Their strategy for hotel online reputation management involved checking TripAdvisor (when they remembered) and responding only to the most critical reviews. Meanwhile, their competitor across the street with similar amenities (and higher room rates!) consistently ran at 85% occupancy with a higher overall star rating. The difference? A smart, proactive approach to online [...]
Web capture & hotel reviews: What APAC hoteliers need to know
In the competitive and digital-first region of APAC, hotel reviews hold more influence over booking decisions than ever before. No longer just considered to be social proof, your hotel reviews are now a key performance driver, placing more importance on your web capture (your ability to collect guest data from across the web) than ever before. For APAC hoteliers, web capture is key for business growth in 2025. But new insights from our 2025 Hospitality [...]
From order takers to revenue makers: Empower your hotel reservations team
What if instead of just handling incoming calls, your reservations team became an integral part of your sales operation? What if they didn’t simply take orders but could anticipate needs, drive direct bookings, and cultivate guest loyalty? With the World Travel & Tourism Council (WTTC) predicting a record-breaking 2024 for travel and tourism, and domestic travel poised to dominate 70% of spending by 2030, establishing a sales-minded reservations team could be the key to growing [...]
Hotel call center 101: Elevate the guest experience and drive direct bookings
Imagine a guest calling your hotel, resort, or casino. They desire instant connections, quick responses to their queries, and reservation information. To achieve this, you need a skilled team poised to promptly fulfill those needs. A hotel call center introduces customers to your property. It's the first impression that will set the tone for your guest experiences. That's why it's important to have an effective hotel call center that answers questions quickly, books reservations consistently, [...]