Finding software can be overwhelming. Software Advice has helped hundreds of hotels choose the right hotel CRM software to improve guest relationships and increase sales and bookings.

Showing 1-20 of 261 products

HubSpot CRM

With its cloud-based, customer relationship management platform, HubSpot helps companies of all sizes track and nurture leads and analyze business metrics. HubSpot is suitable for any B2B or B2C business in a variety of segments, including... Read more

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Recent recommendations: 359 recommendations

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FreeAgent CRM

FreeAgent CRM is a cloud-based sales, marketing and customer service platform that helps small businesses nurture quality customer relationships. The system works automatically by pairing with the user's email to create and classify... Read more

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Recent recommendations: 293 recommendations

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Thryv

Thryv is a cloud-based customer relationship management (CRM) solution designed for small businesses across various industry verticals. Features include appointment scheduling, billing and invoicing, contact management, reputation... Read more

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Recent recommendations: 224 recommendations

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Infusionsoft by Keap

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

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Recent recommendations: 198 recommendations

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Salesforce.com

The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read more

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Recent recommendations: 167 recommendations

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NetSuite

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, manufacturing,... Read more

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Recent recommendations: 142 recommendations

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Zendesk Sell (formerly Base)

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

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Recent recommendations: 136 recommendations

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amoCRM

AmoCRM is a cloud-based customer relationship management solution that helps users manage the sales pipeline. Users can receive feedback and reports about the performance of salespersons. The solution offers lead scoring and nurturing,... Read more

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Recent recommendations: 97 recommendations

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Claritysoft

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 within... Read more

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Recent recommendations: 88 recommendations

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Freshsales

Freshsales 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 include one-click... Read more

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Recent recommendations: 35 recommendations

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FunnelMaker Sales

FunnelMaker is a cloud-based customer relationship management (CRM) solution designed for businesses of all sizes. The solution offers a user dashboard and helps in automatic sales tracking, email tracking and opportunity management. FunnelMaker... Read more

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Recent recommendations: 32 recommendations

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Pipeliner CRM

Pipeliner CRM delivers dynamic visualization of the pipeline, sales process and sales activities. Its visual contact management allows users to gain a comprehensive view of their customers and prospects and even map out how they are... Read more

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Recent recommendations: 23 recommendations

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bpm'online CRM

Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read more

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Recent recommendations: 20 recommendations

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Hatchbuck

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. Hatchbuck is a good fit for a wide range... Read more

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Recent recommendations: 14 recommendations

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TeamSupport

TeamSupport is a B2B customer support software that helps teams collaborate together by eliminating miscommunications, improving customer communication and swiftly addressing client issues. TeamSupport has several key features that... Read more

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Recent recommendations: 8 recommendations

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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 contact,... Read more

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Recent recommendations: 8 recommendations

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Copper CRM (formerly ProsperWorks)

Copper is a cloud-based customer relationship management tool that gives users complete views of their customers. The program is applicable to any industry, including advertising, distribution and real estate. The Copper solution... Read more

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Recent recommendations: 7 recommendations

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Infor CRM (formerly Saleslogix)

Formerly Saleslogix, Infor CRM offers a flexible customer relationship management (CRM) system for managing relationships, information and CRM. It provides comprehensive capabilities for managing sales, marketing and customer service... Read more

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Recent recommendations: 7 recommendations

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Zendesk

With a goal to create the best customer experience, Zendesk is a cloud-based help desk solution providing your customers direct access to a representative via the communication channel of their choice. Read more

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Recent recommendations: 5 recommendations

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Reamaze

Reamaze is a cloud-based help desk and customer messaging solution that helps businesses support, engage and convert customers using a single app. It’s suitable for businesses across industries such as higher education, retail, food... Read more

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Recent recommendations: 5 recommendations

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Buyer's guide


Last Updated: March 14, 2019

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.