Hotels are a people’s industry. So you have to make sure every interaction is seamless and welcoming. But if you’ve worked in hospitality before, this isn’t always the case. Miscommunications happen all the time, and bad reviews pop up from minor mistakes.
CRM software helps reduce confusion. And as technology advances, it’s only getting more sophisticated by the day. In this article, we cover 5 of the best CRM software for hotels and key considerations before making a decision. When you’re ready, let’s begin.
QuickLook: Best CRM Software for Hotels
What is a CRM Software for Hotels?
CRM software for hotels is a tool specifically designed to improve interaction with guests at every stage of their journey. This platform optimizes processes from reservation to check-in and post-stay support.
It plays a pivotal role in fostering lasting relationships with guests — elevating their satisfaction levels, and encouraging them to book repeatedly. By centralizing guest data, this software enables personalized service, ensuring each guest’s experience is both memorable and satisfying.
How Does CRM Software for Hotels Work?
To dig a bit deeper into how CRM software works, let’s cover 4 key features that help enhance customer experience.
1. Guest Profiling
Creating guest profiles in CRM software transforms the hotel experience into a personalized journey. By carefully recording guests’ preferences, their stay history, and their specific requests, the software creates a detailed profile for each guest. This ensures that every interaction — from the choice of room to the selection of food — is perfectly tailored to the guest’s individual preferences and needs.
2. Reservation Management
The reservation management feature of CRM software redefines efficiency in hotel bookings. With a centralized system, it streamlines the entire reservation process. Managing bookings, cancellations, and amendments are all organized and executed with ease. This seamless integration guarantees a smooth and hassle-free experience for guests, setting a positive tone for their stay right from the first interaction.
3. Communication Automation
Communication automation in CRM software bridges the gap between hotels and guests at critical touchpoints. From initial booking confirmations to thoughtful post-stay follow-ups, automated messaging ensures consistent and personalized communication. This proactive approach not only boosts guest engagement but also elevates overall satisfaction.
4. Feedback Collection
Feedback collection via CRM software offers a strategic avenue for guest engagement and service improvement. Automated surveys and review prompts post-stay provide valuable insights directly from guests. Using this feedback, hotels can pinpoint areas that need improvement and celebrate their successes.
Benefits of the Best CRM Software for Hotels
If you’re not convinced with the features, take a look at how a CRM can benefit your hotel.
1. Personalized Guest Experiences
CRM software is making an impact in the hotel industry, turning ordinary stays into unique, customized experiences. By leveraging comprehensive guest profiles, hotels can offer services that are personalized to each visitor. This personalized approach goes beyond mere expectation and allows hotels to proactively address preferences and desires, often meeting guests’ needs before they have even expressed them.
2. Operational Efficiency
Operational efficiency is significantly boosted by CRM software. Centralizing management systems streamlines reservations and guest data handling, cutting down on administrative overhead. And automating routine tasks frees up hotel staff to concentrate on what matters most — providing exceptional and attentive service to guests.
3. Improved Guest Satisfaction
Enhanced communication facilitated by CRM software plays a key role in improving guest satisfaction. Seamless and timely interactions keep guests informed and engaged throughout their stay. Plus, the ability to quickly resolve issues as they arise is a big selling point for CRM, thanks to efficient communication channels.
4. Increased Loyalty and Retention
CRM software helps to promote guest loyalty and retention. By introducing well-designed loyalty programs and incentives, hotels encourage repeat visits. In addition, leveraging data insights enables the development of targeted customer retention strategies so that each guest feels valued and is more likely to return.
5. Data-Driven Decision-Making
Data-driven decision-making becomes a cornerstone of hotel management with CRM software. Access to comprehensive analytics on guest behavior, preferences, and satisfaction levels allows for more informed and strategic planning. This data-centric approach ensures that decisions are not just intuitive but backed by real, actionable insights.
5 Best CRM Software for Hotels
Knowing the basic features and benefits is a good place to start when deciding on CRM software. However, it’s recommended to do your due diligence and fully understand the pros and cons of each software. Below, you’ll find an in-depth breakdown of the top 5 CRM software for hotels.
1. Salesforce Hospitality Cloud
Salesforce Hospitality Cloud stands out in the CRM landscape with its comprehensive approach tailored specifically to the hospitality industry. It is characterized by an advanced suite that not only streamlines reservation and guest management but also excels at creating targeted marketing campaigns. With this CRM solution, hotels can leverage complex guest data for greater personalization.
Key Features of Salesforce Hospitality Cloud CRM:
- Data-Driven Decision-Making with AI: Salesforce Hospitality Cloud leverages AI and advanced analytics to enhance guest satisfaction and grow loyalty with personalized recommendations.
- Guest 360: The platform provides a comprehensive view of guest data, facilitating deeper relationships through automation, AI insights, and real-time data across every team.
- Marketing Automation: Key marketing functionalities include email marketing, personalized offers, customer segmentation, loyalty programs, dynamic pricing, and remarketing.
- Customer Service Automation: The platform automates various aspects of customer service, such as chatbots for 24/7 support, automated customer surveys and feedback, case and ticket management, and self-service options.
- Actionable Analytics Data: Salesforce provides predictive analytics, reporting tools, and dashboards that help in understanding guest behavior patterns and tracking the performance of employees or the hotel as a whole.
Who It Is For:
Salesforce Hospitality Cloud is designed for a range of hospitality businesses, from small boutique hotels to large hotel chains. It is particularly beneficial for organizations looking to leverage data for personalized guest experiences and operational efficiency.
Mobile and Desktop Availability:
Salesforce Hospitality Cloud is accessible on both mobile and desktop platforms, ensuring that hotel staff and management can manage guest data and operations from anywhere. This flexibility is vital for the dynamic environment of the hospitality industry.
The exact pricing details for Salesforce Hospitality Cloud are not readily available and may vary based on the specific needs and scale of the hospitality business. It’s recommended to contact Salesforce directly for detailed pricing information and to get a quote tailored to your specific requirements.
2. HubSpot CRM
HubSpot CRM sets itself apart with its exceptional user-friendliness and adaptability. Its unique advantage lies in its powerful inbound marketing and sales automation capabilities, which are instrumental in attracting and converting guests. HubSpot CRM excels in managing guest inquiries and nurturing relationships through personalized communication, offering a streamlined and intuitive user experience.
Key Features of HubSpot CRM:
- Email Templates and Integration: HubSpot CRM offers a range of free email templates that are proven to be effective. It allows integration with Gmail or Microsoft Outlook, enabling emails to be sent from the CRM and automatically saved to the right contact record.
- Personalized Email Sequences: The CRM includes a Sequences tool, which allows the sending of personalized email sequences to engage prospects effectively. This tool allows for customization using personalization tokens to connect with prospects in a human way.
- Forms and Meeting Scheduling: HubSpot facilitates lead generation with its easy-to-create forms. The CRM also has a meeting scheduling tool that syncs with Google or Office 365 calendars, allowing prospects to view up-to-date availability and schedule calls.
- Ad Management and Live Chat: The platform offers ad management capabilities and live chat features to engage visitors immediately upon landing on a site. The live chat is integrated with a chatbot builder for efficient customer service.
Who It Is For:
HubSpot CRM is an excellent choice for businesses of all sizes, particularly small to midsize enterprises. It is best suited for organizations that require a comprehensive yet user-friendly CRM solution. HubSpot CRM is ideal for companies looking to streamline their sales, marketing, and customer service processes through effective lead generation, customer relationship management, and marketing automation tools.
Mobile and Desktop Availability:
HubSpot CRM offers extensive mobile and desktop accessibility, ensuring seamless management of customer relationships and business operations from any location. The mobile app, available for iOS and Android, mirrors many of the functionalities of the desktop version, allowing users to update contacts, set reminders, send emails, and access real-time notifications on the go.
- Free Plan: A limited feature set with up to 100 contacts, suitable for small businesses.
- Starter Plan: Starts at $20/month for up to 1,000 contacts.
- Professional Plan: Begins at $890/month for up to 2,000 contacts plus an onboarding fee of $3,000.
- Enterprise Plan: Priced at $3,600/month for up to 10,000 contacts, with an additional onboarding fee of $6,000. This plan is billed annually and requires an annual contract.
3. Zoho CRM
Bring the very best out of your customer-facing teams with robust automation, comprehensive analytics, personalized solutions, and more. Sign up and get started in no time—the fastest implementation in the enterprise CRM market.
Zoho CRM‘s appeal to the hotel industry is rooted in its blend of extensive CRM features, affordability, and scalability. It is uniquely positioned to cater to a broad spectrum of hospitality businesses, from boutique hotels to larger chains. The platform integrates sales, marketing, and customer support modules, enabling hotels to centralize guest information and automate key processes for increased operational efficiency.
Key Features of Zoho CRM:
- Telephony Integration: Zoho CRM allows users to connect their telephony providers to make calls directly from the CRM. This feature includes scheduling calls, getting reminders, and saving call logs, which is essential for maintaining detailed guest interaction records.
- Social Media Integration: The CRM can monitor online brand mentions and capture new leads from social media. This feature is particularly useful for tracking and engaging with guests across different platforms.
- Customer Portals: Zoho CRM provides self-service portals for guests, enabling them to view products and make purchasing decisions, enhancing the guest booking experience.
- Advanced Analytics: The platform offers comprehensive analytics capabilities, including real-time reporting on sales trends, marketing campaigns, activity reports, and team performance. This feature is crucial for understanding guest behavior and tailoring services accordingly.
Who It Is For:
Zoho CRM is designed for a broad spectrum of hospitality businesses. Its scalability makes it suitable for small boutique hotels that require basic CRM functionality, as well as larger hotel chains needing advanced features and integrations.
Mobile and Desktop Availability:
Zoho CRM is accessible on both mobile and desktop platforms, ensuring flexibility and ease of access for hotel management and staff. This adaptability is crucial in the hospitality industry, where on-the-go access to guest information and operational data is often required.
- Standard: $14 per user per month
- Professional: $23 per user per month
- Enterprise: $40 per user per month
- Ultimate: $52 per user per month
Freshsales is noteworthy for its focus on enhancing sales and customer relationship management. While it’s primarily designed for sales teams, its capabilities are highly beneficial for hotels aiming to increase revenue and improve guest interactions. Key features like lead scoring, email tracking, and automation make Freshsales an effective tool for hotels to prioritize leads and engage with guests in a revenue-maximizing manner.
Key Features of Freshsales CRM:
- Freddy AI: Freshsales’ artificial intelligence feature, Freddy AI, is a standout component across all paid plans. It utilizes CRM data to forecast revenue, recommend sales activities, and engage with prospects. This AI tool also scores leads, removes duplicate data, and schedules follow-ups at optimal times.
- Contact Management: The platform provides a 360-degree contact overview, which includes an activity timeline detailing every interaction between a company and a client or prospect. Advanced contact management features utilize Freddy AI for contact scoring and automatic profile enrichment using social media information.
- Lead Management: Freshsales uses AI to manage leads, with capabilities like configuring a Freddy AI chatbot to qualify leads and set up automatic assignment rules. This ensures leads are always routed to the appropriate agents, supported by predictive scoring and forecasting.
- Pipeline Management: The CRM includes a customizable visual pipeline that can be organized as a kanban, funnel, or timeline. Paid plan subscribers can create multiple pipelines, and Freddy AI aids in enriching records and forecasting revenue.
Who It Is For:
Freshsales is designed for businesses of all sizes, particularly those seeking a comprehensive CRM solution with a strong focus on sales and AI-powered tools. It is ideal for sales teams and businesses, including hotels, that aim to prioritize leads and maximize revenue through enhanced guest interactions.
Mobile and Desktop Availability:
Freshsales offers a free iOS and Android app, allowing users to access CRM functionalities on mobile devices. This feature is especially beneficial for field reps and hotel staff who require access to CRM data on the go.
- Free Plan: Includes basic contact and account management, deal management, built-in chatbot, email, phone, inbound caller ID, and mobile app.
- Growth Plan: Priced at $15 per user per month, it includes a visual sales pipeline,
AI-powered contact scoring, sales sequences, WhatsApp Business, and more.
- Pro Plan: Starting at $39 per user per month, it offers multiple sales pipelines, time-based workflows, AI-powered deal insights, and additional functionalities.
- Enterprise Plan: Starting at $69 per user per month, this plan includes custom modules, AI-based forecasting, customer profile enrichment, and a comprehensive range of features.
Guestfolio is specifically tailored for the hotel and resort industry, focusing intensely on guest engagement and personalized communication. This CRM solution’s unique edge lies in its ability to forge strong guest relationships through targeted marketing, bespoke messaging, and efficient feedback collection. Guestfolio is instrumental in boosting guest satisfaction and fostering loyalty, directly catering to the unique demands of the hospitality sector.
Key Features of Guestfolio CRM:
- Advanced Guest Profile Management: Guestfolio CRM enables enhanced guest profile management, allowing hotels to better manage and target current and potential guests while providing a more personalized experience on-site. This feature is crucial for understanding guest needs and preferences.
- Personalized Communication: The CRM offers personalized one-to-one communication tools, essential for engaging individual guests or segments with tailored messages.
- Segmentation Capabilities: Guestfolio provides robust segmentation tools, allowing hotels to categorize guests based on various criteria such as lifetime spend, total nights stayed, or booking channel preferences. This feature aids in creating targeted marketing campaigns.
- Feedback and Surveys: The platform includes a guest feedback module and connectivity with Trip Advisor, making it easier for hotels to collect and manage guest reviews and improve their online reputation.
Who It Is For:
Guestfolio CRM is tailored for boutique and independent hotels. It is an ideal solution for hospitality businesses seeking to personalize the reservation experience, gain insights into guest behavior, and build lasting brand loyalty.
Mobile and Desktop Availability:
Given Guestfolio’s emphasis on guest engagement and personalized communication, it is likely to be accessible on both mobile and desktop platforms, catering to the dynamic needs of the hospitality industry.
The pricing information for Guestfolio CRM is not readily available in the public domain. It is often the case with specialized CRM solutions that pricing is customized based on the specific needs and scale of the business. Therefore, interested hotels and resorts are advised to contact them directly for detailed pricing information and to receive a quote tailored to their specific requirements.
New Era of Hotel Management: Embracing CRM for Operational Excellence
On the surface, hotels are beautiful, serene, and a place where people have the image of relaxation. For the managers, however, it can be a chaotic mess of miscommunication. But with the right CRM, everything can become streamlined and organized for efficient customer service.
In this article, we covered the top 5 CRM software for hotels and key considerations to keep in mind to run a smooth service.
Looking to the future, communication is evolving, and communicating via voice is becoming prevalent across the globe. So, if you’re interested in how voice is going to alter the way we live and do business, grab a copy of our e-book, Sound of the Future: Creating a World Where No One is Left Behind written by, Tobias Dengel.
What is CRM software for hotels, and how does it differ from general CRM solutions?
CRM software for hotels is specifically designed to manage guest relationships and streamline hospitality operations, offering features tailored to guest profiling, reservation management, and personalized communication, which are distinct from the broader focus of general CRM solutions.
How can CRM software help hotels improve guest satisfaction and loyalty?
CRM software enhances guest satisfaction and loyalty by enabling personalized guest experiences, targeted communication, and efficient service delivery, fostering a more engaging and memorable stay.
Is CRM software suitable for small and boutique hotels, or is it designed primarily for larger establishments?
CRM software is versatile and suitable for both small boutique hotels and larger establishments, with scalable features that can be customized to the size and specific needs of the hotel.
How does CRM software contribute to operational efficiency in hotel management?
CRM software contributes to operational efficiency by automating routine tasks, centralizing guest data, streamlining communication, and providing insights for informed decision-making, thereby reducing manual workload and enhancing overall management.
What kind of data insights and analytics does CRM software provide for hotel decision-making?
CRM software offers insights and analytics on guest preferences, behavior patterns, booking trends, and revenue generation, aiding in strategic planning, marketing effectiveness, and enhancing guest services.