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Hospitality CRM
Hotel CRM
Our hotel CRM is the perfect fit for hotel operators, big and small. With our powerful software, you can seamlessly connect, segment, engage and measure your customer data like never before.
Plus, with over 70 integrations to leading hospitality platforms and over 10 modules including feedback and enquiries, surveys, social media management and loyalty, we make it easy for you to streamline your operations and maximise your customer relationships.
Benefits of our hotel CRM
- Increased customer loyalty and retention – Use your sales and customer data to create highly targeted offers and experiences that help you generate more return visits from your guests.
- Increased revenue – With better guest data, hotels can identify opportunities to upsell and cross-sell services and packages.
- Enhanced communication – Our CRM system can help hotels manage and automate communication with guests, such as sending confirmation emails and follow-up messages.
- Better marketing – Target the right hotel guests with the right messages at the right time, leading to better engagement and conversion rates.
Key features of our hotel CRM
Unified customer database
Bring together all your customer data points to create a powerful single customer view that enables you to understand the entire customer journey.
Building engaging targeted and personalised campaigns based on deeper customer insights into your customers’ visit patterns, value and preferences to deliver timely and relevant omnichannel communications to drive sales and increase visit frequency.
- Build in-depth customer profiles
- Updated in real time
- Consolidate all your customer data from all customer touchpoints and third-party platforms
Marketing automation
The hotel CRM system enables you to set up automated marketing campaigns that help you target your customers with offers to encourage loyalty, timely incentives to encourage repeat visits and abandoned cart messages to encourage customers to resume the booking journey.
- Use customer data to identify special dates, such as anniversaries and birthdays to send personal offers automatically in time for the big day
- Increase conversions with automated abandoned cart emails that encourage guests to continue with their booking
- Automate welcome emails for first visit, post-visit follow ups that collect feedback and manage loyalty programme customers
- Set up lapsed customer campaigns that target guests after a specified point since their last visit
Customer segmentation and profiling
Segment your customer base based on their interests, past spending behaviour, preferences and characteristics to create more engaging and effective marketing communications and drive more repeat bookings.
- Improve open and click through rates and increase conversions with targeted campaigns based on your guest data
- Deliver more tailored experiences for your guests by collecting information on their personal preferences, requirements and behaviour that lead to improved customer satisfaction and loyalty
- Create segments based on non-visitors, repeat visitors, families, couples, big spenders and more to drive targeted marketing campaigns
Feedback and enquiries
Collect and manage customer feedback to improve response times for customers and manage brand reputation.
Our CRM system enables you to link feedback and enquiries to individual customer profiles to help your teams deal with requests, enquiries and complaints in the best way.
- Automate feedback collection with post-visit trigger emails prompting guests to leave a review
- Create actionable insights from customer feedback to improve your service and offer
- Streamline customer communications with customisable response rules that can help in prioritising urgent issues
Analytics and reporting
The analytics and reporting in the Single Customer View provides hotel businesses with interactive dashboards and reports that can be filtered by site, date, segment and demographics.
- View analytic insights through interactive dashboards and exportable reports
- Create actionable insights that help you build audience segments, understand what campaigns resonate with your audience and deliver more personalised experiences
Sales pipeline management
Use the CRM system to optimise the sales pipeline and collect and manage leads from multiple sources in the sales leads portal to help maximise every opportunity.
- Collects leads from third-party websites, emails, social media feeds and internal triggers
- Assign leads to specific team members for greater efficiency
- Send email and text messages to leads, trigger automated appointment reminders and review sales team productivity
Increase revenue and customer satisfaction with Acteol, our hotel CRM
Using our hotel CRM for email campaigns in your business
With the power of email marketing, hotels can reach out to their guests with personalised messages, relevant information, and enticing offers that will inspire them to book again and again.
Event promotions
Highlight local attractions and events near your property, providing guests with valuable information that can influence their booking decisions.
Cross-over marketing
Send personalised offers to specific guest groups, to upsell restaurants, bars, and other amenities by including them in promotional emails.
Pre-arrival emails
Send automated emails to guests a few days before their stay and provide them with any final bits of important information about their reservation, upsell any other services or amenities, and gather any final preferences.
Preference and upselling emails
Send targeted offers and recommendations to guests, based on the useful data insights Acteol captures, such as guest interests and preferences, reasons for their stay, dietary requirements, and additional services they desire.
Request for feedback/post-thank you emails
Send follow-up emails to hotel guests after their stay, requesting feedback and maintaining a positive relationship with them.
Special occasion emails
Send automated emails to hotel guests who have upcoming birthdays, anniversary dates, or any other special occasions, providing them with personalised offers and promotions, such as free room upgrades or complimentary amenities.
Abandoned cart emails
Acteol allows hotels to re-engage with guests who have started but not completed the booking process by sending targeted offers and reminders.
Lapsed guest emails
Target hotel customers who have not made a booking in a while with special offers and promotions, encouraging them to book again.
Loyalty/member-only deals
Incentivise guests to re-visit their property through loyalty automations, such as: stay two or three times in a year and get a discount on their next stay.
Increase revenue and customer satisfaction with Acteol, our hotel CRM
Hotel CRM FAQs
What is CRM for hotels?
A Customer Relationship Management (CRM) system enables hotels to manage and analyse their customer interactions and data throughout the customer lifecycle.
Turning customer data into actionable insights that help hotels to personalise and improve the customer experience, generate tailored marketing campaigns and streamline operations to generate more bookings and increase revenue.
Do hotels use CRM systems?
Hotels use CRM (Customer Relationship Management) systems to better understand their customers, improve guest experiences and drive revenue growth. CRM systems enable hotels to collect and analyse their customer data to create personalised guest experiences and tailored marketing campaigns.
A CRM system can help hotel businesses build stronger relationships with customers and improve customer loyalty. With such a huge amount of competition in the hospitality industry, hotels that adopt a CRM system will have a strategic advantage over those that don’t.
How much is hotel CRM software?
The cost of CRM software for the hospitality sector can vary depending on the specific needs of the business. Factors such as the size of the business, number of customers, and desired features can impact the cost.
At Access, we offer CRM software solutions for restaurants and hotels that are tailored to the needs of the hospitality industry. Our pricing is flexible and scalable, allowing businesses to choose the features and services that best suit their needs. For more information on pricing, please contact us to speak with a member of our team and receive a customised quote.
What is the best CRM for hotels?
There are several CRM (Customer Relationship Management) systems available for hotels, and the best one will depend on a hotel's specific needs and preferences. When choosing a CRM for hotels, it's important to consider the features, scalability, ease of use, and level of customer support provided by the vendor. Some of the top CRM systems for hotels include Salesforce, HubSpot, Oracle Hospitality, and Access Hospitality.
Access Hospitality's CRM for hotels, for instance, is designed specifically for the hospitality industry and offers features such as customer segmentation, guest communications, loyalty program management, and analytics and reporting. Ultimately, the best CRM system for a hotel will depend on the hotel's unique needs and goals, and a thorough evaluation of various options can help identify the best solution.
Related resources
Read more about hospitality CRM, marketing your venue and building customer relationships
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