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Hospitality CRM

Hospitality CRM

Get ready to revolutionise your business with our dynamic hospitality CRM. Build personalised and trackable campaigns that enable you to connect with your customers like never before.

Our hospitality CRM is trusted by thousands of restaurants, pubs and bars across the UK, supporting more than 70 integrations to leading hospitality platforms, making it easier than ever to segment, engage and measure success.

Don’t just keep up with the competition, surpass them with our unparalleled hospitality CRM. 

Why use Access Hospitality CRM?

Access Hospitality CRM is the perfect solution for your hospitality business. Here's why: 

  • Hospitality Focused: Our software is specifically designed for the hospitality industry, ensuring that you have access to the tools and insights that matter most to your business. 
  • Increased Customer Value: By leveraging data insights, you can increase customer visits and boost average spend per customer, providing a better return on investment for your sales and marketing activities. 
  • Direct Revenue: Tailored campaigns based on clean, structured data can help drive revenue and increase campaign success. With every interaction tracked, you can refine your strategy and achieve better results. 

Plus, with over 70+ integrations to leading hospitality platforms, Access Hospitality CRM makes it easier than ever to streamline your operations and optimise your performance. 

Drive more engagement with detailed customer profiles

Elevate your hospitality business with a Single Customer View (SCV) - the key to unlocking deeper customer engagement. Here's how it works: 

  • In-Depth Customer Profiles: Our SCV provides a comprehensive understanding of individual customers, giving you insights into their preferences, behaviours, and lifecycle within your business. 
  • Updated in Real-Time: With every customer interaction updated daily, you'll always have access to the most current view of your customers. 
  • Streamlined Data: Our SCV consolidates all your customer data into a single, easy-to-use platform, saving you time and effort. 

Create more personalised experiences, tailor marketing campaigns to individual customers, and identify new revenue opportunities.

Have less than 15 sites?

We build tailored CRM solutions for hospitality businesses of any size. So, whether you have two or 200 hundred sites, our hospitality CRM can help you do more with your customer data. 

Compare Acteol Enterprise, our CRM for 16+ sites, with Acteol SE, ideal for businesses with less than 15 sites, to discover the best fit for your needs.

View Acteol SE

Acteol Enterprise
Acteol SE
Rich Single Customer View profile for every guest
Understand every customer data point to understand the ‘who, when, what, why and how much’
Data auto segmented into pre-determined segments
Data auto segmented into a range of pre-determined segments e.g. favourite venue / day of week / time of day
GDPR controls
Ensure you are data compliant
Unlimited segmentation, templates & email sends
Pre-built templates available e.g. welcome, birthday weather triggers that you can use time and time again
Drag & drop segmentation tool
Tool for insights, selections and targeting
Reporting and insights
Reporting and insights on database growth and makeup, campaign performance, visit rates, covers and more
Campaign builder - create & automate personalised emails
Campaign builder - create & automate hyper personalised emails with dynamic content via a drag and drop interface
Weather trigger
Weather trigger - schedule your customer engagement campaigns based on the weather forecast
Journey builder tool
Create multi-channel, multi-step & multi-branching campaigns with our journey builder tool
Web site tracking
Web site tracking – see who is visiting and target them with relevant follow up content
Survey and landing page builder
Create branded secure surveys in minutes with multiple answer formats with all collected data linked to customer profiles
* Available as an additional add-on
Voucher module
Send codes via email, SMS or social with real-time voucher validation to deliver end-to-end tracking via direct EPoS integration
* Available as an additional add-on
Audience management
Create custom audiences and target with advertising across multiple channels, use tracking data from Facebook and Google pixels to re-target website visitors
* Available as an additional add-on
Social media manager
See all posts, mentions and reviews in real time and reply directly to customers. Review feedback scores and compare site by site
* Available as an additional add-on

Maximise ROI and build customer loyalty with our hospitality CRM 

Turn your marketing campaigns into business revenue with our unbeatable hospitality CRM. Our software doesn’t just help you understand your customers – it gives you the tools you need to increase loyalty and maximise your return on investment for campaigns.  

Say goodbye to stale strategies and hello to a world of new opportunities with Access hospitality CRM. 

£ 152000

attributed spend

from email campaigns over a 2 month period, by a 20 site casual dining pub brand

£ 55000

total spend generated

from a small self-serve fast casual brand’s email campaigns in one month

£ 380000


from a Christmas campaign by a large pub company

Iconsforproductpage Demo (6)

See how Acteol hospitality CRM helps encourage return visits and customer loyalty

Customer Success Story: Franco Manca

If you’re looking for proof that a great customer experience can translate to tangible results, look no further than this case study on Franco Manca. By implementing our restaurant CRM, the popular restaurant chain was able to streamline their operations, provide more personalised experiences, and build stronger relationships with customers.

The results speak for themselves: Franco Manca saw a 13% increase in repeat visits, a 15% increase in revenue per visit, and a 20% increase in customer feedback ratings.  

Whether you're a small business or a large enterprise, this case study is a must-read for anyone looking to take their hospitality operations to the next level. 

What our customers say about Acteol, our hospitality CRM

Explore key features of our hospitality CRM

Campaign builder

The Campaign Builder Module offers a centralised platform for creating and tracking emails, texts, and push notifications, with the ability to create personalised dynamic content and trigger campaigns based on customer behaviour, while also providing various testing options, an asset library and optimised IP structure. 

  • Create personalised campaigns through unlimited sends and multi-channel communication options 
  • Design custom templates with drag and drop functionality and responsive on-brand email templates 
  • Track important campaign stats and test and optimise campaigns for better results 
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Feedback and enquiries

The Feedback and Enquiries Module is a system that efficiently collects and routes customer feedback and enquiries to relevant team members, while also providing a full audit trail of internal comments and correspondence with customers. 

  • Automated triggered emails are created to collect post-visit feedback 
  • Feedback is sent to team members based on location and category selected by the customer, with rules controlling the flow of tickets to ensure a timely response
  • The system features a dashboard for reviewing response rates and status of tickets, as well as industry measures such as NPS, and tags can be used to create additional triggers and help with analysis. 
  • Prompts customers to leave Trip Advisor and Google reviews post-visit and links feedback and enquiries to individual customer profiles
Create survey

Create surveys and landing pages quickly with the Survey and Landing Page Builder Module.

Collect valuable data from new and existing customers through various answer formats and automated triggered emails, with the option to add show/hide rules and trigger campaigns based on responses. 

  • Build branded, secure surveys and landing pages in minutes
  • Choose from text, radio buttons, check boxes, and matrix options for answer formats 
  • Add show/hide rules to change survey responses based on a customer's replies and trigger campaigns to continue the customer journey
  • Collected data is linked to the customer profile to improve insight and understanding, with APIs available for third-party integration
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Social media manager

Manage and monitor multiple social media feeds with Acteol's Social Media Module, which offers real-time tracking, sentiment analysis, and customisable dashboards to help you optimise your online presence.  

  • Manage customer interactions and track posts, mentions, tweets, and reviews in real-time from multiple social media feeds 
  • Utilise features like sentiment analysis and customisable dashboards to optimise online presence and monitor feedback scores from popular sites like TripAdvisor, Google, and Facebook, and compare site-by-site performance and competitor analysis
  • Create real-time alerts, schedule campaigns and posts across multiple pages, and create a customisable social wall to focus on the feeds you want to track
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Audience management

Acteol's Audience Management Module enables businesses to expand their reach and engage customers through social channels by building custom and lookalike audiences, retargeting website visitors, and managing advertising budgets. 

  • Target customers on social media platforms like Facebook, Instagram, Google, and YouTube using custom audiences built directly from your database
  • Build lookalike audiences by combining your data with social channels to reach new customers
  • Retarget website visitors using tracking data from Facebook and Google pixels
  • Create always-on ads to engage specific customer groups like abandoned baskets or lapsing customers, and manage advertising budgets and spend while targeting key engagement times
  • APIs are available to link to supporting social agencies
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Loyalty programmes

Acteol’s Loyalty Module offers rewards such as points or stamps for customer spending and activities, with options to redefine ways to earn, assign rewards based on specific criteria, and run loyalty campaigns to segmented customer groups. 

  • Rewards can be assigned and configured in various ways, such as product level, activities, or engagement actions, with tiered programs to encourage additional spending and richer incentives to encourage desired actions 
  • Customers can be assigned rewards based on cross-sell or up-sell items and are available to all loyalty members or specific groups 

Acteol supports different loyalty programmes, such as:  

  • Digital wallets - a virtual card linked to a customer's details in a CRM system, allowing for easy identification of customers and attribution of direct spend. They can be used alongside an app or through a single-click email link 
  • The Voucher Module allows businesses to create and send unique or generic voucher codes to incentivize future spending and visits from customers. 
Sales leads portal

The Sales Lead Portal is a tool that collects leads from multiple sources and allows businesses to manage them through the sales cycle while tracking results end to end. 

  • Collects leads from various sources including third party websites, emails, social media feeds, and internal triggers 
  • Assigns leads to specific team members and enables the creation of appointments and reminders 
  • Provides the ability to send email and text messages to leads, trigger automated appointment reminders, and review sales team productivity and performance metrics 
Insights and reports

Insights and Reports in the SCV provide interactive dashboards and reports that can be filtered by site, date, segment, and demographics and can be exported as chart images or raw data. 

  • The SCV's visual charts cover database growth and source, demographic segments, visit and spend behaviour, and campaign performance 
  • The dashboards and reports are interactive and can be filtered by various criteria 
  • All dashboards can be exported as chart images or raw data for further analysis 
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Iconsforproductpage Demo (6)

See how Acteol hospitality CRM helps encourage return visits and customer loyalty


Acteol partner with the biggest names in the hospitality industry. Our technology connects EPoS, wifi, booking, online ordering, pay at table, click & collect, website, payroll, feedback platforms and loyalty systems from Access Hospitality and other 3rd party providers to form a fully integrated, closed-loop, Customer Relationship Management solution.

Connecting databases is key to everything we do. We, therefore, have a range of APIs to make the process as simple as possible.

ePOS integrations

Access logo
Zonal logo
NCR logo
Aloha logo
Comtrex logo
Lightspeed logo
New Tevalis Logo Blue Circle 01
Kobas logo
Tissl logo
Givex logo
Ikentoo logo
Gladstone logo
Legend logo
Trainline logo
Havenstar logo

Reservations integrations

Designmynight logo
Opentable logo
liveRes logo
ResDiary logo
Bookatable logo
Sevenrooms logo
Resy logo
Aleno logo
Favouritetable logo

Loyalty, mobile order & pay, click & collect integrations

VitaMojo logo
Wi5 logo
Bink logo
Preoday logo
Pepper logo
myCheck logo
orderswift logo
S logo
Eagle eye logo
Zonal logo
5Loyality logo

WiFi and guest feedback integrations

Wireless social logo
Captini logo
Splash logo
Fydelia logo
Purple logo
Feeditback logo
Hgem logo

Gift cards and e-commerce integrations

Toggle logo
eagle eye logo
Voucher cart logo
Shopify logo
Changlebee logo
Stripe logo

Social and other integrations

Tahola logo
Viral sweep logo
Comtrade logo
fourth logo
Social Intergations5
Social Intergations6
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Social Intergations8
Social Intergations9
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Social Intergations12
Social Intergations13

Our hospitality CRM works well with...

Booking and reservation software

Make booking a table at your venue simple for your guests and managing bookings, reservations and enquiries easy for your staff.


Integrated EPoS system can connect all your software to give you wider visibility over your entire operations.

Order and pay at table system

Our order and pay system for hospitality is simple to implement and easy for guests to use

How to make your customer data work harder

To turn customers into loyal customers requires more personalisation and this requires knowing and understanding the finer details of their preferences and behaviours.
Download Guide

CRM strategies to drive ROI through segmentation and personalisation

In such a competitive space, how do you identify the right time? How do you make sure you deliver an engaging message that will drive customers to visit?
Download Guide

Hospitality CRM FAQs

What is a CRM in hospitality industry?

CRM or customer relationship management is the technology used to manage interactions with customers during every stage of the customer journey. In hospitality, the CRM software might deal with communications to encourage return visits, pre-visit booking enquiries, booking reminders, to encourage pre-ordering and follow up communications post-visit.

Find out more about the best hospitality CRM for you

How do restaurants use a CRM?

As well as managing all customer interactions, your CRM software can reduce no-shows and encourage return visits. It helps restaurants to collect useful data, then clean and manage all their customer data in one place. This might include basic contact information such as name and phone number but can also be more in depth, such as recording number of visits, allergies, birthdays, spend per visit or other useful information.

Read more about the why you need a hospitality CRM

What are the benefits of using a CRM in hospitality?

CRM software helps hospitality businesses by reducing manual enquiry management through messaging automation such as sending booking reminders or menu details. Understanding your customers and then sending them timely communications can help encourage return visits and customer loyalty.

You can use your CRM system to send out review requests which can also promote your venue and encourage new visitors. By collecting and segmenting customer data you can tailor your communications to ensure your guests get the most value from your messages.

Read more about the benefits of a hospitality CRM

How much does a hospitality CRM system cost?

The cost of a hospitality CRM system can vary widely depending on a number of factors such as the size of your business, the features and functionality you need and the vendor you choose.  

Find out more on how much a hospitality CRM costs.

Related resources

Read more about hospitality CRM, marketing your venue and building customer relationships

Explore our hospitality solutions

Industry leading hospitality software to drive efficiencies, improve profit margins and reduce administration time


Simplify the customer experience and increase speed of service with hospitality EPoS, kitchen display system and mobile order and pay system


Track every guest interaction to create a powerful Single Customer View with hospitality CRM


Control your procurement process with complete visibility of expenditure for maximum savings with purchase to pay software, menu management software and food waste software


Drive more bookings, raise your venue’s profile and generate more sales with hospitality reservation and table booking software


Manage your tickets and guest administration, promotions and sales of any kind of event with ticketing software


Simplify and automate employee management with HR software for hospitality, payroll and hospitality LMS


Easy-to-use online gift voucher management software that allows you to make extra sales in your bar, restaurant or hotel with no set up costs.


Replace your paper processes with digital checklists and record logs 


Automate workflow, reduce paperwork and make speedy fixes with property maintenance software