Hotel CRM Software

Hospitality, hotel and resort customer relationship management (CRM) software supports businesses in addressing two major challenges: growing customer loyalty and improving customer satisfaction. The hotel industry remains under intense pressure to maintain adequate occupancy levels, as well as grow share of wallet through the promotion of dining, spa and other complementary services. Hospitality firms rely on this technology to maintain and grow market share and profitability.

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The top products as rated by users. When reviewing a product, users are asked to asses the product’s overall quality, ease of use, features & functionality, customer support and value for money.

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Recommendations: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.
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Showing 1 - 20 of 268 products
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Showing 1 - 20 of 268 products

Keap

Keap (formerly Infusionsoft) is a cloud-based sales and marketing solution that offers customer relationship management (CRM), marketing automation, and e-commerce functionalities in one suite. Keap helps small businesses across v...Read more

189 recommendations

Zendesk Sell

Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Th...Read more

173 recommendations

Thryv

Thryv is an all-in-one business management solution designed to help small businesses with essential business functions. With Thryv, business owners can expand their online presence, improve any customer relationship, and streamli...Read more

94 recommendations

NetSuite CRM

NetSuite CRM+ is a cloud-based customer relationship management (CRM) solution for small and midsize organizations. NetSuite caters to thousands of customers across a wide range of industries including wholesale distribution, manu...Read more

84 recommendations

FreeAgent CRM

FreeAgent CRM is a customer relationship management platform with robust work management capabilities. It helps teams get everything on a unified platform, collaborate on various projects and track and improve operational performa...Read more

4.66 (65 reviews)

43 recommendations

Salesforce Sales Cloud

The Salesforce Sales Cloud is an on-demand CRM platform offering applications for small, midsize, and enterprise organizations, with a focus on sales and customer relationships. This Salesforce platform has CRM capabilities tha...Read more

40 recommendations

SalesNOW

SalesNOW by Interchange Solutions Inc. is a cloud-based customer relationship management (CRM) and sales force automation solution that allows sales teams, management and executives to manage aspects of sales cycle including conta...Read more

4.63 (80 reviews)

30 recommendations

Copper

Copper is an easy-to-use CRM for small- and medium-sized businesses that need a better way to manage leads & grow customer relationships. If you don't have time for data entry, tedious admin tasks, or overly complex tools, Copper ...Read more

12 recommendations

SugarCRM

SugarCRM is a cloud-based application for handling sales automation, marketing automation, account management and customer relationship management needs. SugarCRM offers features such as customizable home pages, a new-user "wizard...Read more

12 recommendations

Workbooks

Workbooks offers growing companies a SaaS platform to run their business and engage with their customers – at an affordable price. Workbooks designs, develops and implements its own software, which is targeted specifically at mid-...Read more

11 recommendations

Software pricing tips

Read our Hotel CRM Software Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

BenchmarkONE

BenchmarkONE (formerly Hatchbuck) is a sales and marketing solution designed for small to midsize businesses. The integrated solution offers combined sales automation, marketing automation and email marketing features. BenchmarkON...Read more

8 recommendations

Quickbase

Quick Base is a low-code application development platform that enables organizations to unite information, people, and workflows within distribution in a single, cloud-based platform. Unlike traditional software solutions, Quick B...Read more

7 recommendations

Claritysoft CRM

Claritysoft is a cloud-based customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM withi...Read more

4.46 (91 reviews)

6 recommendations

TeamSupport

TeamSupport is a business-to-business (B2B) support software solution designed to help companies resolve individual tickets while building stronger customer relationships. The solution goes beyond ticket management to streamline c...Read more

4 recommendations

Nutshell

Nutshell is a sneaky powerful growth software platform that helps sales and marketing teams work together to win more deals. Simple enough for any team and sophisticated enough for any business, Nutshell offers easy to use CR...Read more

4 recommendations

Creatio CRM

Creatio is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead to sales and to ongoin...Read more

4.80 (79 reviews)

4 recommendations

Zendesk

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features an...Read more

3 recommendations

Vivantio

Vivantio is a service management solution that allows users to create custom processes that align with internal business operations. Key features of the solution include dashboards, charts and reports, routing, assignments and for...Read more

3 recommendations

Freshworks CRM

Freshworks CRM is a cloud-based customer relationship management (CRM) solution that helps businesses across different industry verticals to manage their interactions with existing and potential customers. Key features includ...Read more

2 recommendations

Tracker

PhaseWare Tracker is a customer support and help desk solution. It automatically notifies users whenever clients report or escalate existing issues. Flexible deployment options include on-premise installation and a cloud-based opt...Read more

4.42 (66 reviews)

1 recommendations

Popular Hotel CRM Software Comparisons

Buyers Guide

Last Updated: April 12, 2021

Hotels, resorts and other hospitality businesses are only successful if their guests are happy, comfortable and feel they’re valued. This task is easier said than done; travelers come and go, and companies need to track their contact information and preferences to increase personalization during their stay.

Hotel customer relationship management (CRM) software is available to help gather and store this information, so that when a frequent visitor checks in, the staff can greet them by name, offer complimentary snacks or beverages based on their preferences and get them to their room as soon as possible. Delighting guests in this way adds to the customer experience and encourages repeat bookings.

In addition, a hotel CRM offers a way to track loyalty program participation for guests and award them discounts, coupons or other gifts after they reach a certain level.

Finally, a CRM can help hotels boost sales by sending strategic up-selling opportunities via email or directly to guests on their smartphone as they arrive to the property. Just more than half of travelers will use a mobile device to book hotel rooms in 2016, and hospitality companies are wise to use this trend as an opportunity to offer personalized, valuable upgrades to boost revenues.

This guide is designed to help hospitality businesses of all sizes and types determine the features they need to boost customer loyalty, increase guest satisfaction and drive more direct bookings.

Here's what we'll cover in this guide:

What Is Hospitality CRM Software?
Common Features of Hospitality CRM Software
Evaluating Hospitality, Hotel and Restaurant Software
Strategies for Increasing Millennial Participation in Hotel Loyalty Programs
What Type of Buyer Are You?

What Is Hospitality CRM Software?

Hospitality, hotel and resort customer relationship management (CRM) software supports businesses in addressing two major challenges: growing customer loyalty and improving customer satisfaction. The hotel industry remains under intense pressure to maintain adequate occupancy levels, as well as grow share of wallet through the promotion of dining, spa and other complementary services. Hospitality firms rely on this technology to maintain and grow market share and profitability.

Common Features of Hospitality CRM Software

In addition to core customer relationship management functionality, hospitality industry programs will include the following features that tailor it to the industry:

Full integration Many solutions for the hospitality industry combine relationship management with other features, specifically property management, hotel management and central reservation systems (CRS) that manage the entire reservation and check-in process. If you’re not getting a fully integrated solution, it’s important to select a program that can connect to your other systems to maximize efficiency and effectiveness.
Loyalty management Use the profile to maintain detailed information on guests, including contact info, activity history, participation in promotional or loyalty programs and even detailed preferences for VIPs. You can then leverage this information to set up loyalty programs designed to keep guests returning.
Sales activity management Sales activity management is especially important for facilities that host a substantial number of private or corporate events. This would include event-triggered campaign marketing and capabilities for permission-based marketing campaigns.
Dedicated hospitality applications Typical hospitality applications include concierge help desk, incident management, room service and tools to manage events, catering and group sales.

Evaluating Hospitality, Hotel and Restaurant Software

Hospitality CRM software can be divided into several segments: hotel, resort, casino, travel and restaurant. Specific programs are available for each of these segments, and there are also systems broad enough to address all segments of the hospitality industry. For example, CRM software for casinos has specific functionality for player contact management and analytics that provide information on game and player trends within the casino. Solutions for travel organizations, such as an airline, would have specific loyalty program capabilities that could track mileage and trigger promotions and upgrades when customers reach certain pre-determined point levels.

Specific questions to ask when evaluating hospitality industry CRM software are:

  • Would you benefit more from a generic hospitality CRM solution or one with a more specific focus, such as hotel management?
  • What kind of customer data do you want to collect? Does the software store that data? How many records will it let you have?
  • Do you already have property management and centralized reservations systems, or do you want those capabilities included?
  • Are you using social media like Twitter and Facebook to communicate with customers? Does the software support that?
  • Do you require a solution with large group and event management capabilities?

Strategies for Increasing Millennial Participation in Hotel Loyalty Programs IndustryView 2015

Software Advice ran a survey to find out the loyalty program preferences of millennials, a group that has become valuable for hospitality organizations because they are now at the age where their time and money allow for more travel.

We found that 86 percent of millennial travelers are not enrolled in a loyalty program; this presents an opportunity to market a program using a CRM, which can increase return visits and additional sales while they are on the property.

In addition, more than a quarter (27 percent) of millennials are “very likely” to create a social media post about a hotel brand to receive loyalty points. This can help boost your online presence and foster a connection with travelers. CRM users can also note which travelers posted about the brand then award them with a free drink or other discounts.

Read about the results of our survey here to learn more strategies to attract millennials to your loyalty program.

What Type of Buyer Are You?

Large hotel chains. Most large hotel chains use a CRM system to track information about each guest, including contact information and any purchases made or preferences gleaned from past visits. These companies rely on the software due to the large volume of guests staying each day and the substantial loyalty programs. With a CRM, even these large organizations can provide a level of convenience and personalization for guests.

Small property owners. At the other side of the spectrum lie the smaller, independent boutique hotels and bed & breakfasts. While these types of hospitality businesses see much less volume of guests than the large chains, a CRM can help owners and managers maximize the friendly, warm atmosphere guests seek in these cozier properties.

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