Finding the perfect CRM software for your hotel can be daunting. Do you have the resources to build it in-house? How much customization do you need?
While it’s easy to be overwhelmed, we want to ensure that it doesn’t stop you from choosing the right solution for your business.
I’ve helped dozens of hotels upgrade their software, and in this article, I’m sharing the best CRM software for hotels in 2023.
What is a Hotel CRM?
CRM (Customer Relationship Management) is software that helps hotels manage customer relationships, enabling them to track customer behavior and preferences better.
It also acts as a hub for all the data associated with each customer, such as:
- Contact information
- Order history
- Feedback ratings
- Loyalty points
CRM software is designed to make it easier for hotel staff to stay organized and efficient.
With the right CRM, you can ensure customer service remains top-notch, and your guests return.
Why Do Hotel Managers Need a CRM?
CRM software is essential for any hotel looking to maximize its customer experience. It can help your small business thrive by streamlining customer service and improving customer loyalty.
CRM software allows managers to keep track of individual customers and better understand their needs, preferences, and behaviors.
This helps them create tailored offers, discounts, and other incentives that make guests feel special.
CRM software can help you save time and money by automating mundane tasks and processes, such as booking follow-up emails and rewards programs.
Let’s go through how CRM software can help your hotel business succeed.
Better Customer Service
A good CRM will help you track every interaction you have with a customer. This includes phone calls, emails, support tickets, and social media messages.
By keeping all this data in one central location, your staff can quickly resolve any issues that arise.
This is especially important during busy times, such as holidays and peak seasons, when customer service teams are under extra pressure.
Plus, a CRM will help you quickly stay on top of any customer requests and complaints so they don’t get forgotten or overlooked.
Marketing Automation
CRM software can help you automate your marketing, such as sending out emails and SMS messages.
You can create custom campaigns based on customers’ needs and preferences or send newsletters promoting upcoming events or special offers.
This helps you stay top of mind with guests and build relationships that will keep them coming back.
Increased Booking Rate
CRM software can also help you streamline the booking process. You can set up automated reminders for customers and create customized offers and discounts to encourage bookings.
You can also use a CRM to keep track of customer loyalty points or rewards programs, which helps make your hotel stand out from the competition.
In short, good CRM software will help you increase your booking rate and maximize your revenue.
Better Customer Follow Ups
CRM software can also help you better follow up with customers after their stay.
You can use it to send out automated emails, surveys, or other feedback requests to get valuable customer insights.
This data can then improve the customer experience and increase loyalty.
More Team Collaboration
CRM software also helps facilitate better team collaboration.
You can assign tasks to individual team members and keep track of progress in one central location. This ensures that no customer inquiries are overlooked or forgotten, making it easier to provide excellent customer service.
Customer Data & Analytics
Good CRM software will also provide you with detailed customer data and analytics.
You can use this data to understand better your customers, create more targeted offers, and track performance.
This will help ensure that your marketing efforts are effective and increase customer satisfaction.
How to Choose a Hotel CRM Software
When choosing a CRM software for your hotel, there are several key factors to consider.
These include the following:
- Choose a CRM from our list
- Check out the Features
- Show your team (and get buy-in)
- Test drive the CRM
Choose a CRM from Our List
The best way to find a CRM software for your hotel is by looking at our Best CRM Software for Hotels (2023) list.
This list includes the top-rated and most popular hotel CRMs on the market, so you can make sure you’re choosing one that meets your specific needs.
Check Out the Features
Once you have a shortlist of CRMs, it’s important to check out the features each one offers.
Look for key features that are important for your hotel business, such as customer support, loyalty programs, and marketing automation.
Show Your Team (And Get Buy-In)
Once you’ve selected a CRM software, getting your team’s buy-in is important.
Show them how the CRM will benefit the business and make their jobs easier. It’s also important to provide training so everyone knows how to use the software properly.
Test Drive the CRM
Before you make a final decision, it’s always a good idea to test-drive the CRM software.
Most CRMs offer free trials, so take advantage of this and see how the software works. This will help you ensure it’s the right fit for your business.
Best CRM for Hotels
When it comes to selecting the best hotel CRM, there are many options out there. That’s why we’ve worked hard for you and rounded up the top CRM for hotels in 2023.
Though this list is constantly being updated, the current top choices include the following:
- Experience Hotel
- Freshsales
- Monday.com
- NetSuite
- Pipedrive
- Salesforce
- Copper
Experience Hotel is one of the top choices for hotels in 2023.
It provides an integrated and user-friendly platform that helps you manage guest satisfaction, increase bookings, and track performance.
Why We Chose It
We chose Experience Hotel for this list because it’s a comprehensive and intuitive CRM software that helps hotels manage customer relationships.
In addition to providing insightful data and analytics that you can use to shape your business, this incredible platform offers automated email campaigns and loyalty programs with customizable discounts and offers.
It also has great user reviews and is trusted by many of the world’s leading hotel brands.
Pricing
Experience Hotel offers three different pricing plans.
These plans include the following:
- Guest Relation: 115€/month
- All in One: 195€/month
- Marketing: 105€/month
Pros
- Comprehensive and intuitive interface
- Insightful data and analytics
- Automated email campaigns
- Loyalty programs and customizable offers/discounts
Cons
- Can be expensive for small businesses or startups on a tighter budget
Freshsales is designed for hotels of any size, from small independent inns to large multi-property brands.
The intuitive drag-and-drop interface makes it easy for hoteliers to visualize their customers’ journey from first contact to successful revenue growth.
With real-time insights on interactions and conversions, hoteliers can make informed decisions quickly without getting bogged down in data or spreadsheets.
Why We Chose It
We chose Freshsales because of its flexible customization options and its user-friendly interface.
It also has a helpful customer service team to address any issues.
Pricing
Freshsales offers four different pricing plans at monthly and annual rates.
These are the annual rates Freshsales provides users:
- Growth: $15/month
- Pro: $39/month
- Enterprise: $69/month
Pros
- Intuitive and easy to use interface
- Automates repetitive tasks to save time
- Excellent customer support
Cons
- Some users find the interface too simplistic and limiting
NetSuite is an all-in-one software solution for managing customer engagement, increasing bookings, and tracking performance.
Why We Chose It
We chose NetSuite because it provides an integrated platform with various features to help you manage your business effectively. It also has an excellent user interface that makes it easy to use.
Pricing
NetSuite features dynamic pricing based on the specific needs of your business.
Users interested in NetSuite must contact their team directly to receive a personalized quote.
Pros
- Integrates with third party software such as Google Apps
- Variety of features to help you manage your business
Cons
- Can be expensive for small businesses or startups on a tighter budget
Pipedrive is a CRM software that helps you manage customer feedback, track customer retention, and streamline property management systems.
Why We Chose It
We chose Pipedrive because it offers an easy-to-use interface with customizable features, making managing your customers easier.
It also includes a built-in timeline feature that can be used to keep track of your customer relationships and interactions.
Pricing
Pipedrive offers four different pricing plans at monthly and annual rates.
Here are the four annual subscriptions Pipedrive includes:
- Essential: $14.90/month
- Advanced: $24.90/month
- Professional: $49.90/month
- Enterprise: $99/month
Pros
- Customizable features to manage customers
- Built-in timeline feature to track customer relationships and interactions
Cons
- Could be improved in terms of customer support and training resources
Salesforce is an all-in-one software solution for managing customer data, increasing bookings, and tracking performance.
Why We Chose It
Salesforce is one of the best CRMs for hotels because it provides a comprehensive suite of cloud-based software solutions that enable hotels to automate their operations, improve customer service, and increase sales.
It lets hoteliers streamline guest engagement activities, including creating customized emails and promotional campaigns.
Salesforce also offers various advanced analytics and reporting tools that enable hotels to understand their customers better, uncover trends in demand, and optimize pricing strategies.
Additionally, Salesforce integrates seamlessly with other enterprise applications, such as accounting and scheduling systems, to provide an end-to-end view of operations.
Pricing
Salesforce offers customized pricing plans based on users’ individual business needs.
Contact the Salesforce team directly to receive a quote.
Pros
- Concise and intuitive user interface
- Integrates with other enterprise applications
- Advanced analytics and reporting tools
Cons
- Can be expensive for small businesses or startups on a tighter budget
- Has a steep learning curve and may require specialized knowledge to
Copper is an industry-leading hospitality CRM software designed specifically for hotels.
It helps hotels effectively manage their customers, understand their needs and preferences, and build better relationships.
Copper offers a comprehensive suite of features, including powerful segmentation tools, automated marketing campaigns, and analytics dashboards to help hotels gain deep insights into customer behavior.
Why We Chose It
We chose Copper as one of the best hotel CRMs because it allows hotel managers to deliver a personalized and tailored experience that guests can count on.
Copper’s integrated platform is designed to help hotels meet their customers’ needs and ultimately drive more bookings and revenue.
This includes features like automated marketing messages, loyalty program management, social media integration, and custom analytics reports.
With Copper’s unique Guest Insights engine, hotels can track customer-level data for deeper segmentation and personalization.
Hotels can also view guest interactions across multiple channels in one dashboard to better understand their guests’ needs and preferences.
Pricing
Copper has three pricing plans they offer users at monthly or annual rates.
The annual plans include the following:
- Basic: $23/month
- Professional: $49/month
- Business: $99/month
Pros
- Powerful segmentation tools
- Automated marketing campaigns
- Analytics dashboards
Cons
- User interface can be confusing and difficult to navigate
Monday.com is a team collaboration and project management software that helps you manage the following:
- Track performance
- Increase bookings
- Customer relationships
Why We Chose It
We chose Monday.com because of its ability to create custom customer profiles and segment customers into different lists for targeted campaigns.
It also has a built-in project management system that can be used to manage tasks, deadlines, and invoicing.
Pricing
Monday.com is a free CRM that offers four different pricing plans at annual and monthly rates.
Here are the annual subscriptions they provide users:
- Basic: $8/seat monthly
- Standard: $10/seat monthly
- Pro: $16/seat monthly
- Enterprise: Customized pricing
Pros
- Create custom customer profiles and segment customers into different lists for targeted campaigns
- Built-in project management
Cons
- Some features can be expensive for small businesses or startups on a tighter budget
Closing Thoughts
The right CRM can help streamline operations, improve customer service, and increase sales.
We found that Salesforce and Copper offer the most comprehensive suites of features that enable hotels to deliver personalized experiences and build relationships with their guests.
With these tools, hotels can easily manage customer information, track guest interactions, and gain valuable insights into guest behavior.
FAQs about topic
Hotel CRM refers to customer relationship management software specifically designed to help hospitality businesses better manage and optimize their relationships with customers. It’s an incredibly powerful tool that can help hotels acquire new customers, increase customer loyalty, and boost revenue.
The primary purpose of a hospitality CRM is to provide better customer service by automating labor-intensive tasks such as tracking guest preferences, responding to inquiries, and scheduling activities. It also provides deep insights into customer behavior and preferences so hotel staff can better anticipate guests’ needs and develop personalized experiences in order to stand out from the competition. This includes collecting data on past purchases, user reviews, feedback surveys, social media interactions, etc.
Hilton, one of the most well-known and successful names in the hospitality industry, uses a customer relationship management (CRM) system called Hilton ONQ Systems. This CRM provides a comprehensive suite of tools and services to help Hilton manage its relationships with guests, members, associates, and suppliers. It covers all areas of the hotel’s operations from marketing and sales, reservation management, guest service operations, financial reconciliation, and more.
Hilton ONQ’s features include loyalty program management and integration to ensure that repeat customers receive a better experience each time they visit; automated email campaigns to promote events, offers, and special promotions; personalization capabilities that let you tailor your outreach to individual customers; segmentation tools for targeting specific customer groups; interactive reports for analyzing data across all aspects of the business and much more. The platform also has advanced analytics tools that can help identify trends within guest data, uncover opportunities for improvement in service delivery or product offerings, analyze customer behavior over time, and more.
The most commonly used CRM among hotels is Oracle Hospitality Cloud. Oracle Hospitality Cloud is a comprehensive, cloud-based customer relationship management (CRM) platform designed specifically to help hotels manage their customer relationships. It provides hotels with solutions for marketing and brand loyalty, hospitality operations, and financial management. This comprehensive platform helps hotel staff understand their guests’ needs better, thereby providing them with an enhanced customer experience.
For marketing purposes, Oracle Hospitality Cloud allows hotels to create targeted campaigns based on their customer’s preferences, interests, past visits, or interactions with the hotel. This helps ensure that each customer receives the best promotional materials tailored to them and increases overall brand loyalty. It also features lead tracking capabilities, which help managers track the progress of potential customers from the first contact up until booking a room or service at the hotel.
