Top 8 Best CRM Software For Hotels in 2023

Customer Relationship Management (CRM) software is an invaluable tool for any hotel business.

It helps hotels build and maintain relationships with their customers, manage customer data, track sales activities, and improve overall customer service.

With the right CRM system in place, hotels can maximize profits while providing a better experience for their guests.

In this article, we will discuss the importance of good customer relationship management in the hotel industry, what a CRM is, and why hotels need to have one, as well as overviewing 8 of the best CRM software solutions available for hotels in 2023.

We will also provide tips on how to choose the right Hotel CRM software for your business and give advice on successful implementation strategies so that you can make sure your chosen system works effectively from day one.

Table of Contents:

What Is a CRM and Why Do Hotels Need It?

Customer Relationship Management (CRM) software is a powerful tool that enables hotel businesses to build and maintain strong relationships with customers, track the sales process and guest satisfaction, manage customer data, and improve overall customer experience.

CRM software offers numerous benefits for hotels, such as helping them to increase revenues by driving repeat business, improving response times to customers’ inquiries or complaints, reducing operational costs by automating manual tasks such as billing and invoicing, and gaining valuable insights into their customers’ behaviors.

As well as providing faster access to customer data, CRM systems provide the ability to store multiple types of data in one centralized database. This allows hotels to create personalized experiences for their customers by segmenting them according to different criteria like age, location, and interests.

Furthermore, a good hospitality CRM system can help hoteliers build loyalty programs that will keep guests coming back. With better insights into guest behavior and preferences, hotels can focus on creating custom experiences tailored specifically for each guest type.

In addition to the operational benefits of using a CRM system for hotels, it also boosts marketing efforts by providing detailed reports on customer engagement levels across channels like print ads and email campaigns.

By utilizing this information effectively, hotels can create targeted campaigns that are more likely to succeed in achieving their desired goals.

Benefits of Using Hospitality-specific CRM Software

Hospitality-specific CRM software offers hotels several advantages when compared to general CRM solutions.

Firstly, it is designed specifically for the unique needs of hotels and other hospitality businesses, meaning that all of its contact management and marketing automation features are tailored toward their industry.

This includes specialized lead management tools, detailed insights into customer behavior and preferences, automated billing and invoicing processes, tools for collecting guest feedback, loyalty programs tailored to guests’ individual needs, personalized campaigns, and more.

Additionally, hospitality-specific CRM software offers integrations with other essential hotel management systems such as accounting and reservation systems. This allows for the sharing of data between different platforms to ensure accuracy and efficiency.

Furthermore, these systems come with built-in analytics tools which provide detailed insights into customer engagement levels across multiple channels such as emails, webpages, print ads, etc.

This enables hoteliers to create more effective targeted campaigns by leveraging the information they collect about customers’ behaviors and interests.

Overall, hospitality-specific CRM software provides hotels with the ability to gain a better understanding of their customers while also streamlining their business operations.

Overview of the 8 Best Hotel CRM Software Solutions in 2023

1. Zoho CRM for Hotels

Zoho CRM for Hotels is a comprehensive customer relationship management software specifically designed for the hospitality industry. It enables hotels to manage their bookings, guest preferences, and communication with customers effectively.

Key Features:

  • Centralized guest data management
  • Automated marketing campaigns
  • Booking management and pipeline visualization
  • Integration with popular hotel management systems

Pros:

  • User-friendly interface
  • Customizable features
  • Scalable pricing plans

Cons:

  • Limited native integrations with hotel-specific tools
  • May require additional customization for certain hotel operations

When to choose:

Choose Zoho CRM for Hotels if you’re looking for a customizable and scalable CRM solution that can cater to your hotel’s specific needs.

2. Guestfolio

Guestfolio is a CRM platform designed specifically for boutique and independent hotels. It helps them engage with their guests through personalized communication and offers valuable insights into guest behavior.

Key Features:

  • Guest profile management
  • Pre-arrival and post-stay email communication
  • Customizable surveys and guest feedback collection
  • Reporting and analytics

Pros:

  • Tailored for boutique hotels
  • Easy-to-use interface
  • Integrates with popular property management systems

Cons:

  • Limited functionality for larger hotel chains
  • May lack advanced automation features

When to choose:

Choose Guestfolio if you operate a boutique or independent hotel and need a CRM solution that focuses on personalized guest communication and engagement.

3. Quore

Quore is a cloud-based hotel operations management software that streamlines various aspects of hotel management, including guest relations, housekeeping, and maintenance.

Key Features:

  • Task management and assignment
  • Guest request tracking
  • Preventative maintenance scheduling
  • Customizable reporting and analytics

Pros:

  • Comprehensive operations management solution
  • Mobile app for on-the-go management
  • Integrates with popular property management systems

Cons:

  • May have a steep learning curve for some users
  • Limited marketing automation features

When to choose:

Choose Quore if you need a CRM that also covers various aspects of hotel operations management, ensuring seamless guest experiences.

4. Oracle Hospitality

Oracle Hospitality is an enterprise-level CRM and property management system designed for hotels, resorts, and casinos. It offers a wide range of tools to manage guest data, reservations, and marketing campaigns.

Key Features:

  • Centralized guest data and reservation management
  • Loyalty program management
  • Revenue management and forecasting
  • Integration with Oracle Hospitality suite of products

Pros:

  • Robust feature set for large-scale operations
  • Reliable performance and support
  • Comprehensive reporting and analytics

Cons:

  • Can be complex and expensive for smaller hotels
  • May require additional training for staff

When to choose:

Choose Oracle Hospitality if you run a larger hotel or resort and need a comprehensive CRM solution with advanced capabilities and integrations.

5. Clairvoyix

Clairvoyix is a hospitality-focused CRM and marketing automation platform that helps hotels manage their guest data, execute targeted marketing campaigns, and track ROI.

Key Features:

  • Guest segmentation and targeting
  • Multi-channel marketing campaigns
  • Customizable reporting and analytics
  • Integration with popular property management systems

Pros:

  • Focus on data-driven marketing
  • Easy-to-use interface
  • Scalable pricing plans

Cons:

  • May lack advanced operations management features
  • Limited native integrations with some hotel-specific tools

When to choose:

Choose Clairvoyix if your primary focus is on data-driven marketing and guest engagement to drive revenue growth.

6. Thryv

Thryv is a CRM and business management software designed for small businesses, including hotels. It offers tools to manage customer data, automate communication, and track performance.

Key Features:

  • Contact management and segmentation
  • Email and SMS marketing automation
  • Online reputation management
  • Customizable reporting and analytics

Pros:

  • Easy-to-use interface
  • Flexible pricing plans
  • Integrates with popular property management systems

Cons:

  • May lack advanced features for larger hotels
  • Limited native integrations with hotel-specific tools

When to choose:

Choose Thryv if you’re a small hotel looking for an easy-to-use CRM solution that covers essential guest communication and marketing needs.

7. TRACK Hospitality CRM

TRACK Hospitality CRM is a cloud-based CRM platform designed for hotels, resorts, and vacation rental companies. It helps manage guest data, automate marketing campaigns, and improve customer service.

Key Features:

  • Guest profile management
  • Multi-channel marketing automation
  • Integrated call center, and live chat capabilities
  • Integration with popular property management systems

Pros:

  • Focus on customer service and communication
  • User-friendly interface
  • Scalable pricing plans

Cons:

  • May require additional customization for certain hotel operations
  • Limited native integrations with some hotel-specific tools

When to choose:

Choose TRACK Hospitality CRM if your hotel prioritizes customer service and communication and requires a CRM solution that integrates call center and live chat capabilities.

8. HotelRunner

HotelRunner is a cloud-based hotel management platform that includes CRM features to help hotels manage guest data, bookings, and communication.

Key Features:

  • Centralized guest data and reservation management
  • Automated email communication
  • Channel manager integration
  • Reporting and analytics

Pros:

  • All-in-one hotel management solution
  • User-friendly interface
  • Integrates with popular property management systems

Cons:

  • May lack advanced marketing automation features
  • Limited native integrations with some hotel-specific tools

Choose HotelRunner if you’re looking for an all-in-one hotel management solution that includes CRM features to manage guest data and communicate effectively.

Tips on How to Choose The Right Hotel CRM Solution for Your Business

1. Analyze your needs

It is important to define and analyze your business needs before selecting a CRM solution.

Consider factors such as budget, functionality, scalability, and integration needs. Additionally, consider the size of your hotel or resort – is it small or large?

Make sure that you have a clear understanding of what you need in order to make an informed decision.

2. Look for features that will improve customer service

A good CRM should be able to help your hotel with its customer service processes, from responding quickly to guest inquiries to providing personalized services tailored to their preferences.

Look for features including automated invitation emails, loyalty program customizations, interactive dashboards, and analytics tools that can provide insights into customer behavior as well as accurate forecasting capabilities.

3. Check for data security

Data security is another important factor when selecting a CRM solution for your hotel. Make sure that the software you select has encryption technology so that all sensitive information is safe from unauthorized access.

Additionally, ensure that data backups are also taken regularly by the provider to protect against any accidental loss of data.

4. Check the integrations

Many CRM solutions offer integration with third-party systems such as accounting or POS systems which allows hotels to streamline processes further and reduce manual labor while making better use of resources at hand.

Also, look out for social media listening capabilities that provide insights into people’s sentiments about your brand on different social networks & platforms enabling hotels to tailor promotional material accordingly.

5. Test out free trials

Most leading CRM solutions offer free trial periods which allow users to test out their features & functionalities before investing money in them.

This will not only help you save money if you find out the system does not meet up with your expectations but it will also give users a firsthand experience of how they work in practice.

How to Implement a Successful Hospitality CRM Software Strategy

The key to a successful hospitality CRM software strategy is planning.

A comprehensive plan should include identifying the goals you want to achieve with your CRM software, the types of data that need to be collected, and the best practices for leveraging this data to drive improved customer engagement.

Before implementing a hospitality CRM solution, it’s important to understand the current state of your customer relationships.

Start by analyzing your customer profiles and segmenting them based on their preferences and behavior. This will help you create relevant campaigns and offers that will be more likely to resonate with your guests.

Once you have identified target segments, consider what data points (e.g., emails, phone numbers) you should collect from each individual to personalize experiences for them.

It’s also important to set up analytics tools within your CRM software to gain insights into what types of engagement are working for different demographics or guest segments. This can help inform which marketing content or promotional offers will provide the best returns on investment.

Additionally, integration with third-party social media networks can give you invaluable insight into how current guests feel about their stay at your property after they leave, as well as how potential customers view your brand before deciding whether or not they will book with you.

Finally, loyalty programs are essential for retaining customers and expanding customer lifetime value over time – so make sure that when selecting a hospitality CRM solution, it allows for easy customization of loyalty programs tailored towards individual properties as well as automated loyalty rewards tracking.

How to Make The Most Out Of Your Chosen CRM System

Using the right CRM system can help hotels and resorts maximize performance, drive revenue, and improve customer service by providing personalized experiences. To make the most out of your chosen CRM system, several best practices should be followed:

1. Automate processes wherever possible

Automation allows hotel staff to focus on higher-value tasks by automating mundane and repetitive tasks that don’t require human input. Automation features within a hospitality CRM can include automated invitation emails sent to guests, automated billing and invoicing processes, loyalty program integrations, mobile booking platforms, and an AI-driven chatbot for customer service tasks.

2. Utilize analytics tools

By leveraging analytics within your CRM software, you can gain insights into guest behavior and preferences as well as provide accurate forecasting capabilities for future bookings.

Additionally, data from social media monitoring helps you understand people’s sentiments about your brand on different networks & platforms which enables you to tailor promotional material accordingly. Y

You can also analyze your current customer profiles and segment them based on their preferences to create more relevant campaigns and offers that will resonate with each individual guest.

3. Implement loyalty programs

Setting up loyalty programs through your chosen CRM solution is essential for retaining customers and increasing customer lifetime value over time.

Look for a solution that offers customizable loyalty programs tailored towards individual properties as well as automated rewards tracking for maximum efficiency.

Also, ensure that the loyalty program integrates easily with other systems such as POS or accounting software if needed.

4. Ensure data security

Data security is paramount when selecting a CRM system for any business – so make sure that the provider selected has encryption technology in place to protect sensitive information from unauthorized access.

Additionally, ensure that regular backups are taken to safeguard against any accidental loss of data.

By following these tips, hotels can ensure they get the most out of their chosen hospitality CRM system while optimizing operations and providing an excellent personalized experience for all guests!

The Importance of Good Customer Relationship Management in The Hospitality Industry

The ability to effectively manage customer relationships is important for any business, and the hospitality industry is no exception. Good customer relationship management in the hotel industry can help hotels build lasting relationships with customers, gain insights into guest behavior and preferences, increase customer loyalty and satisfaction, drive more revenue, and optimize operations.

The first step to successful CRM implementation in a hotel is understanding current customer profiles and segmenting them based on their preferences and behavior. This will help hotels create campaigns and offers that are more likely to resonate with their guests. Additionally, analytics tools within hospitality CRM solutions give insight into what types of engagement are working for different demographics or guest segments. This helps hotels determine which marketing content or promotional offers will provide the best returns on investment.

Hotels also need to consider integrating their hospitality CRM with third-party social media networks to gain valuable insight into how customers feel about their stay after they have left as well as how potential customers view the hotel before deciding whether or not they will book with them. These insights can then be used to tailor messages that are more likely to engage guests while improving customer satisfaction levels at the same time.

Loyalty programs offered through hospitality CRMs also play an important role in driving customer retention and lifetime value over time. Hotels should look for CRM solutions that allow for easy customization of loyalty programs tailored towards individual properties as well as automated rewards tracking for maximum efficiency.

By leveraging the right hospitality CRM solution, adopting automation wherever possible, utilizing analytics tools when planning campaigns, leveraging third-party social media platforms to gather guest sentiment data, and implementing effective loyalty programs tailored towards individual properties; hotels can look forward to optimized operations while providing an excellent personalized experience for all guests!

FAQs

What is the best CRM software for hotels?

Determining the best CRM software for hotels largely depends on the specific business needs and requirements of each hotel. Consider factors such as such as business size, operational requirements, and budget.

To help you make an informed decision, we have compiled a list of three popular CRM options that cater to the hotel industry: Zoho CRM for Hotels, Guestfolio, and Oracle Hospitality.

1. Zoho CRM for Hotels

Zoho CRM is a versatile and user-friendly platform that provides an array of features tailored to the hospitality sector. Key benefits include:

  • Comprehensive customer management tools
  • Integration with popular reservation systems
  • Customizable workflows and automation
  • Robust reporting and analytics

Pros:

  • Easy-to-use interface
  • Scalability for growing businesses
  • Affordable pricing plans

Cons:

  • Limited third-party integrations
  • Less specialized compared to other hotel-specific CRM systems

2. Guestfolio

Guestfolio is a CRM solution designed specifically for boutique hotels and small chains. Its features focus on enhancing guest experiences while streamlining hotel operations. Highlights include:

  • Personalized guest communications
  • Pre-arrival and post-stay messaging
  • Automated marketing campaigns
  • Guest satisfaction surveys

Pros:

  • Tailored to boutique hotels
  • Focus on guest experience enhancement
  • Seamless integration with popular property management systems (PMS)

Cons:

  • May not suit larger hotel chains
  • Limited customization options

3. Oracle Hospitality

Oracle Hospitality is a comprehensive CRM solution targeting larger hotel chains and resorts. Its powerful features aim to optimize operations and improve guest satisfaction. Key aspects include:

  • Centralized guest profile management
  • Advanced segmentation and targeting
  • Integrated loyalty program management
  • In-depth analytics and reporting

Pros:

  • Designed for large-scale operations
  • Extensive feature set
  • Strong support and training resources

Cons:

  • Higher price point
  • Complex setup and learning curve

What are the benefits of using a CRM system for hotels?

A CRM system offers numerous benefits for hotels, contributing to improved customer satisfaction, increased revenue, and streamlined operations. Below are some key advantages of implementing a CRM software in the hotel industry:

  1. Centralized Data Management: CRM software consolidates customer data into a single platform, making it easier for hotel staff to access and manage information such as guest preferences, booking history, and feedback.
  2. Personalized Guest Experience: By analyzing the collected data, hotels can tailor their services to meet individual guest preferences, leading to a more personalized and memorable stay.
  3. Enhanced Communication: CRM software facilitate seamless communication between different departments, ensuring that all staff members are well-informed about guest requirements and preferences.
  4. Targeted Marketing: With CRM software, hotels can segment their customer base and create targeted marketing campaigns, leading to higher conversion rates and increased revenue.
  5. Improved Customer Retention: By providing personalized experiences and addressing customer concerns promptly, hotels can foster long-term relationships with guests, resulting in repeat business and positive word-of-mouth.
  6. Efficient Task Management: CRM software can automate routine tasks such as reservation confirmations and pre-arrival emails, allowing hotel staff to focus on delivering exceptional service to guests.
  7. Performance Measurement: CRM software provides comprehensive reporting and analytics tools, enabling hotels to track key performance indicators (KPIs) and make data-driven decisions to optimize operations and enhance guest satisfaction.
  8. Integration with Other Systems: CRM software can be easily integrated with existing hotel management software, further streamlining operations and improving overall efficiency.

How can a CRM system help hotels improve their customer experience?

CRM software can significantly help hotels enhance their customer experience by streamlining various aspects of guest management. Here’s how a CRM software can benefit hotels:

  1. Centralized Data Management: CRM software consolidates all guest information into a single platform, allowing hotel staff to access vital data such as booking history, preferences, and special requests. This centralized information enables staff to provide personalized services, improving the overall guest experience.
  2. Improved Communication: By integrating communication channels like email, phone calls, and social media, CRM software facilitates seamless interaction between hotel staff and guests. This ensures that guests receive timely and accurate information, leading to higher satisfaction levels.
  3. Targeted Marketing: CRM software help hoteliers identify guest segments based on factors such as booking patterns, preferences, and demographics. This information allows hotels to tailor marketing campaigns to specific groups, enhancing engagement and ultimately driving bookings.
  4. Enhanced Guest Loyalty: By tracking guest history and preferences, CRM software allows hotels to offer personalized promotions, rewards, and incentives. This encourages repeat bookings and fosters long-term guest loyalty.
  5. Streamlined Operations: CRM software can automate repetitive tasks such as reservation confirmations, pre-arrival communications, and post-stay follow-ups. This frees up staff time to focus on providing exceptional guest service.
  6. Performance Analysis: CRM software provide valuable insights into key performance indicators, such as occupancy rates, average room revenue, and customer satisfaction scores. These analytics can guide hoteliers in making data-driven decisions to improve their offerings and increase profitability.

What features should hotels look for in a CRM system?

When selecting a CRM system for a hotel, it is essential to consider the following features to ensure effective and efficient management of customer relationships:

  1. Ease of Integration: Choose hotel CRM software that can seamlessly integrate with your existing hotel management software, booking engines, and other tools to streamline operations and facilitate data sharing.
  2. Centralized Customer Database: A robust CRM should offer a centralized database to store and manage all customer information, including contact details, preferences, stay history, and communication records.
  3. Segmentation and Targeting: The system should enable hotels to segment their customers based on various criteria, such as demographics, booking behavior, and preferences. This will allow for targeted marketing campaigns and personalized offers.
  4. Marketing Automation: Look for a CRM with marketing automation capabilities, allowing you to create, schedule, and track email and SMS campaigns, as well as analyze their performance.
  5. Task Management and Reminders: An effective CRM should include task management features, such as setting reminders for follow-ups, sending automated notifications, and tracking the progress of tasks assigned to team members.
  6. Reporting and Analytics: Ensure the CRM offers comprehensive reporting and analytics tools to help you monitor performance, identify trends, and make informed decisions for improving customer satisfaction and loyalty.
  7. Mobile Accessibility: As hotel staff often need to access information on the go, opt for a CRM that provides mobile compatibility, allowing you to manage customer relationships from any device, at any time.
  8. Scalability: Choose hotel CRM software that can grow with your hotel’s needs, offering flexibility in terms of adding new features, users, and integrations as required.
  9. Security and Data Protection: Prioritize CRM systems that ensure the security and privacy of your customers’ data, adhering to industry standards and regulations.
  10. Training and Support: Finally, select a CRM provider that offers comprehensive training and ongoing support to help your team make the most of the system and troubleshoot any issues.