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No matter what group you’re catering to, hotel guests always want to see certain qualities. Cleanliness, clear communication, and peaceful sleeping environments are at the top of the list, according to JD Power research. But your guests want more than the minimum.
What’s the key to success in the hospitality industry? Understanding your guests, of course. Imagine you could predict what potential guests want, anticipate their preferences, and offer personalized experiences right away. That would give you a huge competitive edge, right?
No need to imagine anything. Not when you have Customer Relationship Management (CRM) software at your disposal. CRM software is more than a tool. It’s your personal concierge, marketing guru, and data analyst rolled into one. It’s basically a cheat code for small business owners.
In spite of all of that, it’s estimated that only around 20% of hotels worldwide use CRM software. If you want to provide your guests with a 5-star experience, you could use some CRM in your life. Today, we’ll explore the top CRM software specifically designed for hotels.
Customer Relationship Management, or CRM for short, is basically a digital Rolodex on steroids. CRM software will not only store contact information but track every interaction between your establishment and your customers.
You can look at your hotel CRM software as a hub of customer data, which allows you to find patterns, predict trends, and find out as much as possible about your guests.
More than three-fourths of hotel managers – 76% of them, to be exact – have said that a CRM system has helped them analyze guests. In turn, that allows them to analyze their needs and understand how to fulfill them.
By having a deeper understanding of your hotel customers, you’ll be able to build strong relationships and turn one-time visitors into loyal, yearly guests.
How does hospitality CRM software work?
Ok, imagine this: your customer service, sales management, and marketing teams are a well-coordinated orchestra, with each instrument playing harmoniously to create a symphony of personalized guest experiences.
That’s how CRM systems work for business owners in the hospitality industry. These tools collect and organize customer data, keep track of interactions, handle inquiries, and automate marketing campaigns. All from a single interface.
The CRM platform is your conductor. It makes sure each part of your business performs in sync and crates a masterpiece of customer satisfaction.
In 2023, Zoho stands out as the best CRM tool for hotels. It’s used by more than 50,000 organizations in over 160 countries around the world and the features it offers cater perfect hotels of all sizes. Some of the features useful for the hospitality industry include:
With Zoho’s analytics and reporting capability, hotel owners can gain valuable insights into the behavior of their guests.
Of course, that’s just our pick. Asking what’s the best CRM software depends on your budget, needs, and goals. For instance, if you’re using an existing hotel management software, you can use a CRM system that will easily integrate with it.
When it comes to hotel Customer Relationship Management, there are exactly three types of software you need to know about. Again, let’s use a simple metaphor to explain all of this.
You can think of your CRM software as a three-course meal. Each course is there to satisfy a different business aspect:
Marketing automation, contact management, customer loyalty… These are just a few things CRM systems can help you with. This software is packed with lots of useful tools, each specifically designed to enhance a different aspect of your business.
Here are a few benefits your hotel business can look forward to when using CRM software:
First things first, a good hotel CRM tool gives you a digital porter for each guest. A hotel CRM will anticipate the needs of your guests, remember their preferences, and make their experience personalized as well as memorable.
Collecting and processing data is crucial for improving customer satisfaction. Functioning as a personal data management manager, a CRM tool will gather customer information, analyze their behavior, and turn it into actionable insights for your sales team.
Your hotel business depends a lot on customer loyalty. Collecting and storing a good number of contacts, knowing when to follow up, and when to offer a loyalty program are all important steps in customer relationship management. That’s what your CRM is there for.
No matter how good your service is, your customers will have questions from time to time. A good CRM database will allow your hospitality business to manage inquiries, resolve issues, and make sure every guest feels heard and valued.
When you’re operating a small business in the hospitality industry, running marketing campaigns might seem like a huge hassle. But thanks to hotel CRM marketing automation software, your marketing team can automate campaigns, track performance, and ensure your efforts hit the mark every time.
Of course, CRM systems aren’t only meant for hospitality businesses. Just like you wouldn’t hire a bar manager to run your hotel, you don’t want to invest in a generic CRM solution that will do nothing for your business. You need a solution that caters to the hotel industry.
In simple terms, you need a CRM solution that’s created for hotel businesses. Here’s how to differentiate the best hotel CRM systems from the rest:
Integration: The software should seamlessly blend with your existing systems like a virtuoso joining an orchestra.
Customization: Every hotel is unique, and your CRM should be able to tailor its services to fit your specific needs, like a bespoke suit.
Scalability: As your hotel grows, so too should your CRM. It needs to handle increased loads and additional features as your business evolves.
User-friendly: The software should be easy for all staff members to navigate, akin to a well-laid-out hotel lobby.
Customer Support: Just like your guests appreciate 24/7 support, your CRM provider should also offer prompt and helpful customer service.
We’ve talked a lot about Customer Relationship Management software. Now, we should do what we promised: give you a list of the best hospitality CRM tools on the market. Without further ado, here are the top 23 hospitality CRM software solutions.
Zoho CRM shines as a comprehensive suite offering robust features for the hospitality industry. This all-in-one CRM provides exceptional customer service tools, integrates seamlessly with various systems, and shines with detailed analytics.
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Tired of simple property management systems? Looking for something that will engage both sales and marketing? Pipedrive is the salesperson of CRM tools, designed to streamline your sales department processes and maximize conversions. It ensures that no lead falls through the cracks and every opportunity is capitalized on.
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If you want to handle property management, enhance your hotel brand, and save on your advertising budget, HubSpot CRM is right for you. The tool is like your hotel’s personal marketing guru. It offers a complete platform for sales, customer service, and marketing – a perfect solution for hotels aiming to enhance their online presence and generate more leads.
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Improving customer satisfaction doesn’t need to be overly complicated. NetSuite CRM is the concierge of CRM software, offering a holistic view of your customers. From sales and marketing to customer service and analytics, NetSuite covers it all, ensuring your guests have a seamless experience.
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If you’re looking for ways to enhance guest satisfaction while efficiently managing hotel operations, you might want to consider using Keap. Formerly known as Infusionsoft, Keap acts as a personal assistant for your hotel, helping you handle your contacts, streamline your schedule, and automate your marketing tasks. It’s particularly beneficial for small to mid-sized hotels, providing an ideal solution for improving overall guest experience.
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If you’re in the hospitality industry, chances are you’ve come across Salesforce. It’s like the big player when it comes to CRM software, dominating the field. What makes it stand out is its cloud-based system that offers a whole bunch of features tailored specifically for hotels. From boosting sales and providing top-notch service to running effective marketing campaigns and analyzing data, Salesforce covers it all. It’s basically a must-have tool for anyone working in hotels, giving you the edge you need to excel in the industry.
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Hospitality businesses are often forced to multitask in an effort to save money. Luckily, Thryv is the multitasker of CRM software, offering a plethora of features from appointment scheduling to social media management. It’s designed to cater to the needs of small and medium-sized businesses, making it an ideal choice for boutique hotels and bed & breakfast establishments.
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Why spend money expanding your sales team and marketing tools when you have EngageBay? It is like a digital marketing agency in your pocket. This CRM solution offers comprehensive marketing automation, email marketing, and lead generation tools, making it a top pick for hotels looking to ramp up their marketing efforts.
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Juggling email marketing and loyalty programs is becoming overwhelming for you? Freshworks CRM, previously known as Freshsales, is like a breath of fresh air for your customer management. It provides a 360-degree view of your customers, helping you offer personalized service and build strong relationships.
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Speaking of sales and marketing, GetResponse is the marketing maestro of hotel CRMs, offering tools for email marketing, landing pages, conversion funnels, and webinars. It’s perfect for hotels aiming to boost their brand and attract more guests.
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Do you need property management? How about sales tools?Marketing campaigns too? ActiveCampaign is like the Swiss Army Knife for hospitality businesses, offering a variety of tools in one platform. From email marketing to sales automation, this software makes it easy to manage your guest relationships.
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If collecting guest data in an effort to optimize the sales process and score repeat customers is your main aim, we have a tool for you. Insightly CRM is like your hotel’s in-house data analyst. It offers powerful analytics and reporting tools, helping you understand your guests better and make data-driven decisions.
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Even Microsoft has its own hospitality CRM solution. Microsoft Dynamics 365 is a CRM powerhouse offering advanced capabilities for sales, customer service, and marketing. With its robust features and Microsoft’s reputation for reliability, it’s an excellent choice for larger hotels.
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Hotel sales is a team effort. HelloShift Sales CRM is built for how hotels operate — it adds the front desk to the sales team and uses collaboration to turn a sale into guest success by bringing together the entire team.
The front desk is the communication hub of the hotel. They talk with guests on the phone and in-person everyday, and the front desk encounters many sales opportunities that would slip away without a simple system in place. For instance, the front desk might field a call from a guest asking if the hotel has a special rate with a company or have a visitor in the lobby ask if the hotel supports events.
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Property management has never been easier than with Hotelbird. The CRM is like the front desk staff member who never sleeps. Specializing in digital check-ins and check-outs, Hotelbird streamlines your front desk operations and gives your guests the convenience they crave.
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Are you looking to appeal to as many potential customers as possible? Revinate is the CRM for you. Specifically designed for hotels, it offers tools for reputation management, guest marketing, and collecting guest feedback, making it a comprehensive solution for your CRM needs.
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Do you want a more innovative tool? EspoCRM is the agile player in the CRM market, offering open-source software that’s customizable to your hotel’s needs. Its focus on social CRM also makes it a great choice for hotels looking to leverage their social media presence.
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IQware is like the all-rounder in the world of hotel CRM software. With its wide range of features, from reservation management to online distribution, it offers everything you need to manage your hotel effectively.
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Do you want to increase sales activities and build customer loyalty? Profitroom positions itself as a sales booster for your hotel. It’s a hospitality CRM specifically designed for hotels, offering a range of features from direct booking benefits to communication tools.
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AI is becoming a game changer in many industries. Bingoforge is an innovative contender in the CRM industry, offering a solution that combines artificial intelligence with customer relationship management. It’s an ideal choice for hotels that want to leverage AI to personalize their guest experiences.
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TripSee is the travel enthusiast’s dream CRM. It offers a unique feature set that includes itinerary planning and travel guides, making it an excellent choice for hotels that want to provide their guests with extra value.
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Automating the entire sales process? BookLogic is a comprehensive hotel CRM offering a suite of tools for distribution, digital marketing, and revenue management. It’s like the captain of your hotel’s sales strategy, steering you towards increased revenue.
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The last tool on our list captures the essence of CRM functionality with a strong emphasis on service automation and ticketing. Kapture CRM is like a diligent back-office team, ensuring every customer query and complaint is handled efficiently.
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Of course, you can’t spend all of the time collecting information about your customers. To really nurture relationships and enhance the guest experience, you need to communicate with your customers.
And if you want to do everything right, you need a good communication platform that will make both hotel management and handling customer relationships seamless. You need HelloShift.
What is HelloShift, you might wonder? Think of it as the cherry on top of your CRM sundae. Our platform was designed specifically for hotels that want to help their staff members collaborate, manage tasks, and communicate with guests in one place.
With HelloShift, you’ll find the perfect communication platform for your guests to start their customer journey.
HelloShift is a cloud-based digital hotel app —- guests can text hotel, checkin on their mobile device, scan and upload documents, digitally sign hotel registration cards, receive mobile keys, and have access to all hotel amenities through a guidebook that is customized with the hotel brand.
Go digital with Guest Messaging, Contactless Checkin, Website Chat, Staff Collaboration, Housekeeping Management and more.
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