How Brittain Resorts & Hotels generated $63 million in direct revenue in one year using Revinate

About Brittain Resorts

Founded in 1943, Brittain Resorts & Hotels (BRH) is the leading full-service hospitality management company in the southeastern United States. It is recognized for delivering exceptional guest experiences and operational excellence. With over 4,700 rooms, suites, and condos and more than 45 restaurants and bars under management, BRH brings deep expertise across all facets of hospitality, including operations, revenue management, sales, marketing, and HR.

In recent years, Brittain has been leveraging its proven track record to grow its third-party management portfolio. By combining proprietary, data-driven strategies with a commitment to service, BRH ensures every property under its management is uniquely positioned for growth and success.

Brittain Resorts’ challenge

As Brittain Resorts expanded its third-party hotel management, its lean marketing and sales teams needed a unified solution that could scale efficiently. With just a two-person email team responsible for supporting numerous properties, efficiency was critical. Their previous email marketing platform was cumbersome and disjointed, making it challenging to manage campaigns, segment audiences effectively, act on guest data in real time, and report results.

At the same time, Brittain faced a surge in call volume across its properties and needed a call center solution that could effectively manage inbound and outbound reservations at scale. Equally important was the need for the call center and marketing teams to work in sync, sharing guest data, campaign insights, and lead activity to maximize conversion opportunities and drive more direct bookings.

Brittain needed a unified platform that was intuitive and automated, built to empower small teams to deliver high-impact results across marketing and sales, while maintaining a high level of personalization and performance across their expanding portfolio.

How Brittain Resorts builds a high-value guest database that drives repeat stays with Revinate

Brittain Resorts has mastered the art of collecting guest data, making it a central part of their strategy. Every interaction, whether through the website, social media, phone calls, or front desk check-ins, presented an opportunity to enhance their guest database, expand their marketing reach, and encourage repeat visits.

• As of April 2025, Brittain Resort’s database includes over 4.7 million contactable guests, with 7,563 new subscribers added in the most recent period alone.
• 70% of Brittain Resort’s guests are repeat visitors, significantly above the industry average, a result of their effective marketing efforts.

This robust, unified guest database supports both one-time marketing campaigns and automated lifecycle communications, contributing to significant direct revenue. The accuracy and scale of their guest data have become essential to reducing OTA dependency and building long-term relationships with guests.

How Brittain reduces reliance on OTAs by using Revinate

By leveraging their clean, high-quality guest database and focusing on owned audiences, Brittain is steadily shifting bookings away from OTAs and proving the effectiveness of direct engagement. When a guest books through an OTA, after the front desk staff collects their email address, which triggers a welcome email, a post-stay survey, and an OTA win-back campaign aimed at converting these guests into direct bookers for their next visit.

• In the first three months of 2025, Brittain’s email program generated over $10.7 million in direct revenue.
• 85% of all bookings are made direct, enabling Brittain to retain higher profit margins by minimizing third-party commission costs.

How Brittain drives millions of dollars in direct revenue from email automation within Revinate Marketing

Automated campaigns, such as cart abandonment, welcome-to-database, ‘we miss you,’ and OTA win-backs, operate continuously in the background, generating millions in incremental revenue. In 2024 alone, Brittain drove over $3.1 million from automated campaigns.

Top-performing campaigns include:

• Cart abandonment: Over $1.6 million earned by re-engaging guests who started but did not complete their booking, encouraging them to finish the transaction.
• We miss you: $653,172 generated by reaching out to past guests who hadn’t returned in a while.
• OTA win–back: $401,287 earned by enticing OTA bookers to book direct next time.
• Welcome/qualification: $359,000 gained by engaging guests immediately upon their sign-up.

The cart abandonment campaigns, in particular, have become a cornerstone of Brittain’s strategy, proving highly effective at converting warm intent into bookings. By identifying when guests drop off during the booking process and automatically sending personalized reminders, Brittain recaptures significant revenue that would otherwise be lost, all without manual intervention.

These always-on touchpoints allow Brittain to engage guests at critical moments in their journey, combining relevance and timing to maximize impact while freeing their team to focus on strategy and growth. And this year, Brittan is on track to drive even more direct revenue, having already surpassed $2.2 million in automated campaign revenue as of July 2025.

How Brittain Resorts drives tens of millions from one-time campaigns in Revinate Marketing

Beyond automation, Brittain executes one-time campaigns to deliver timely, high-impact room offers, often featuring exclusive room deals, that resonate with their audience and drive immediate bookings. These campaigns allow the team to capitalize on key dates, seasons, and promotions, keeping the brand top-of-mind and guests engaged. And the results speak for themselves:

• In 2024, one-time campaigns generated over $38.1 million in direct revenue.
• In the first half of 2025, Brittain drove over $22 million from one-time campaigns.
• On average, each one-time campaign generates $38,285 in revenue and 170 new reservations

Brittain’s email marketing efforts underscore the power of a clean database, compelling offers, and precise execution. By combining strategic one-time sends with always-on automated campaigns, Brittain ensures they’re consistently capturing both planned and spontaneous demand from their guests, clearly demonstrating the measurable impact of a well-crafted email strategy.

How Brittain Resorts uses Reservation Sales to turn conversations into conversions

Brittain Resorts has built a robust Reservation Sales team, with 60 skilled agents driving impressive results over the phone:

• In 2024, the team generated over $22.2 million in call revenue, with $1.94 million of that coming from outbound bookings.
• Over three months, average stay value on outbound bookings increased 56%, driven by larger party sizes, longer stays, and more complex, higher-value decisions.

Outbound revenue continues to grow, supported by the marketing team’s efforts to keep properties top of mind through targeted email campaigns. During calls, agents capture guest email addresses, enabling the marketing team to nurture those relationships and drive repeat bookings over time.

Additionally, the marketing team still relies on direct mailers, with up to 1.5 million sent out each year — and that’s because Reservation Sales can track the success of these campaigns. When a guest calls in, a lead form identifies the specific mailer that prompted the inquiry, enabling the sales team to directly tie revenue to the campaign.

How Brittain Resorts is scaling success across a growing portfolio

Brittain Resorts has established itself as a leader in the industry by combining a clean, expansive guest database with automated, high-performing campaigns and a revenue-generating voice channel. As Brittain continues to grow its third-party management portfolio, the marketing and sales infrastructure it’s built is perfectly positioned to scale. New properties can be quickly onboarded and start generating direct bookings almost immediately, as seen with the rapid success of their new management of the Provident Hotels and Resorts Collection. With proven strategies, automation, and a strong focus on nurturing guest relationships, Brittain is well-prepared to extend its direct booking success across an even broader footprint.