CRM for Hotels and Hospitality

Collecting and storing customer data is one of the key benefits of a hotel CRM. Hotels can gather information about guests' preferences, past booking history, and feedback with a CRM system. This data is then used to personalize guest experience in a variety of ways. For instance, you can use a CRM system to track a guest's previous room preferences – a certain room type, location, or view, and dietary restrictions – preferred cuisine or dining time.

Efficiency is critical for hotels seeking to deliver a high-quality service while controlling costs. A hotel CRM can improve efficiency by streamlining operations and automating repetitive tasks and processes.

You can automate check-in to speed up the process and reduce the workload of front desk staff, allowing them to focus on more complex guest requests and issues. You can also expedite room service orders by enabling guests to place orders through a mobile app or in-room tablet connected to your hotel CRM software. This reduces the need for staff to take orders by phone and ensures that orders are accurate and timely.

Hotel CRMs can collect and analyze customer data, such as booking history, customer demographics, and interests. This information can then be used to create targeted marketing campaigns more likely to resonate with customers and drive bookings. You can easily collect and analyze data to target customers with special offers and promotions highlighting their needs and preferences every time they book.

A hotel CRM can track guest loyalty. It can monitor guest behavior, such as booking frequency and total spending, to identify your most loyal customers and offer targeted promotions and rewards. For example, you can offer a loyal guest a free upgrade to a higher room category or complimentary amenities like free breakfast.

In addition to offering personalized rewards, a hotel CRM software can incentivize guests to book directly with the hotel instead of through third-party booking sites, which often require commissions. By providing exclusive promotions and perks to direct bookers, you can reduce your company's reliance on costly Online Travel Agency (OTA) bookings and increase direct bookings.

A CRM system provides hotels and hospitality companies valuable data on guest behavior, booking patterns, and feedback, which can be used to make data-driven decisions about pricing strategies and service improvements. With the right information, hotels can gain insights into what drives guest bookings and satisfaction and identify improvement areas.

You can collect and analyze guest feedback from online reviews or physical forms using third-party software integrations and analyze this data using a hotel CRM to identify common issues and complaints. You can also view trends or offerings from competitors and see what you lack or what you can leverage to stay competitive and maintain a high level of service.

Capsule CRM app on mobile can enable hotel staff to complete tasks on the go without being tied to a desktop computer or a specific location. Your entire hotel staff can collect customer data and preferences on mobile devices, such as smartphones or tablets, anywhere on the hotel grounds. This allows them to complete tasks more quickly and efficiently, increasing productivity.

Capsule CRM app's advanced functionalities automatically generate an activity log for every call your guests make, facilitating monitoring interactions with them. Moreover, the app enables hotel staff to promptly append relevant notes after concluding the call, capturing real-time guest information, such as requests, amendments, and additional bookings. This works best for hotels that predominantly depend on phone calls to communicate with guests and other customers, as it eliminates the manual recording of data and minimizes the chances of inaccuracies.

Our mobile CRM app can further optimize your entire system. You can incorporate third-party hospitality tools and software to enhance customer service support and operational activities, such as automated help desks, job and time tracking tools, or inventory management systems.

Our CRM app offers updates and notifications that can help you improve customer service and streamline operations. Capsule on mobile can alert your hotel staff as soon as a new booking is made or a room becomes available or unavailable, allowing them to quickly confirm the reservation and prepare for the guest's arrival.

In today's competitive hospitality industry, hotels that embrace mobile technology and provide mobile services to guests and staff will have a distinct advantage over those that do not. By helping your staff be acquainted with more technological tools, you can differentiate your business from competitors, attract more guests, and create a loyal customer base.