CRM for Hotels and Hospitality
Give clients and guests an exceptional level of service every single time with Capsule's hotel CRM. It'll help you match your budget needs and business model so you'll always exceed your guest's expectations.
Enhance your customer experience
The difference between good customer service and remarkable customer service is in the details.
Have all your customers' preferences up to date and easily accessible to all staff so every interaction feels special. Easily customize Capsule to record likes and dislikes plus any other important information helping you deliver a remarkable experience.
Go that extra mile for your customers
Capsule's hospitality CRM stores a complete history of every interaction each customer has with your business—all under a single database accessible by your hotel staff.
Create a special connection with your customers by using this information to personalize every communication and send relevant offers to attract repeat business.
Visualize your performance
See your projected income and spot the areas of the business that are making the most revenue and how each sales representative is performing to help you make informed decisions about growth.
Manage guest bookings effortlessly
Provide a fantastic service for bookings, whether it's through an online form, email or phone. All information goes straight into Capsule for all to see and manage. Create your own streamlined processes in Capsule for your employees to follow, ensuring that every stage of the customer's journey exceeds customer expectations.
Do even more with integrations
Get more done in a day by connecting Capsule to all your favorite software, giving you a complete view of your customer. Find out more about Capsule's wide range of integrations:
See all our integrations
Capsule connects with Zendesk to improve how you offer customer support and manage clients.
Use the Capsule CRM integration for Xero and get one complete view of your business.
Enable Capsule Single Sign-On for Microsoft 365 to simplify your login process and enhance security.
Transpond is an intuitive marketing tool that integrates seamlessly with Capsule.
Why hotels and hospitality companies need CRM
The hotel and hospitality industry faces several challenges, including seasonal demand, competition, technology, labor costs, and sustainability. Addressing all these during peak periods can be stressful, as owners and staff must balance providing excellent service while maximizing revenue.
Productivity and customer relationship management tools like CRM help hotels and hospitality companies address these challenges in several ways. With that, here are the reasons why you need a CRM.
Collecting and storing customer data is one of the key benefits of a hotel CRM. Hotels can gather information about guests' preferences, past booking history, and feedback with a CRM system. This data is then used to personalize guest experience in a variety of ways. For instance, you can use a CRM system to track a guest's previous room preferences – a certain room type, location, or view, and dietary restrictions - preferred cuisine or dining time.
Efficiency is critical for hotels seeking to deliver a high-quality service while controlling costs. A hotel CRM can improve efficiency by streamlining operations and automating repetitive tasks and processes. You can automate check-in to speed up the process and reduce the workload of front desk staff, allowing them to focus on more complex guest requests and issues. You can also expedite room service orders by enabling guests to place orders through a mobile app or in-room tablet connected to your hotel CRM software. This reduces the need for staff to take orders by phone and ensures that orders are accurate and timely.
Hotel CRMs can collect and analyze customer data, such as booking history, customer demographics, and interests. This information can then be used to create targeted marketing campaigns more likely to resonate with customers and drive bookings. You can easily collect and analyze data to target customers with special offers and promotions highlighting their needs and preferences every time they book.
A hotel CRM can track guest loyalty. It can monitor guest behavior, such as booking frequency and total spending, to identify your most loyal customers and offer targeted promotions and rewards. For example, you can offer a loyal guest a free upgrade to a higher room category or complimentary amenities like free breakfast. In addition to offering personalized rewards, a hotel CRM software can incentivize guests to book directly with the hotel instead of through third-party booking sites, which often require commissions. By providing exclusive promotions and perks to direct bookers, you can reduce your company's reliance on costly Online Travel Agency (OTA) bookings and increase direct bookings.
A CRM system provides hotels and hospitality companies valuable data on guest behavior, booking patterns, and feedback, which can be used to make data-driven decisions about pricing strategies and service improvements. With the right information, hotels can gain insights into what drives guest bookings and satisfaction and identify improvement areas. You can collect and analyze guest feedback from online reviews or physical forms using third-party software integrations and analyze this data using a hotel CRM to identify common issues and complaints. You can also view trends or offerings from competitors and see what you lack or what you can leverage to stay competitive and maintain a high level of service.
Boost your hotel's mobility with Capsule CRM app on mobile
By providing staff with mobile devices powered with a hotel CRM, they can access real-time data, communicate more effectively, and complete tasks more quickly.
With Capsule, you can boost your hotel's mobility and provide better services—even outside the front desk. Here's what to expect on Capsule's mobile app:
Capsule CRM app on mobile can enable hotel staff to complete tasks on the go without being tied to a desktop computer or a specific location. Your entire hotel staff can collect customer data and preferences on mobile devices, such as smartphones or tablets, anywhere on the hotel grounds. This allows them to complete tasks more quickly and efficiently, increasing productivity.
Capsule CRM app's advanced functionalities automatically generate an activity log for every call your guests make, facilitating monitoring interactions with them. Moreover, the app enables hotel staff to promptly append relevant notes after concluding the call, capturing real-time guest information, such as requests, amendments, and additional bookings. This works best for hotels that predominantly depend on phone calls to communicate with guests and other customers, as it eliminates the manual recording of data and minimizes the chances of inaccuracies.
Our mobile CRM app can further optimize your entire system. You can incorporate third-party hospitality tools and software to enhance customer service support and operational activities, such as automated help desks, job and time tracking tools, or inventory management systems.
Our CRM app offers updates and notifications that can help you improve customer service and streamline operations. Capsule on mobile can alert your hotel staff as soon as a new booking is made or a room becomes available or unavailable, allowing them to quickly confirm the reservation and prepare for the guest's arrival.
In today's competitive hospitality industry, hotels that embrace mobile technology and provide mobile services to guests and staff will have a distinct advantage over those that do not. By helping your staff be acquainted with more technological tools, you can differentiate your business from competitors, attract more guests, and create a loyal customer base.
Customer-centric CRM for hotels and hospitality businesses
If you're still exploring the various possibilities a CRM offers for enhancing customer service support, then Capsule is the ideal platform for you. Our free version of hotel CRM is available for hotels and other hospitality companies with up to 250 contacts on storage. Capsule provides access to a powerful CRM's fundamental features for customer service, allowing you to enhance your customer management process, automate administrative tasks, and begin adopting new technologies.
We also offer a 14-day free trial for all our paid plans. During the trial you can use both the website version and mobile app. If you decide to proceed with a plan, you can choose from our four paid plans: Starter, Growth, Advanced and Ultimate.
Frequently Asked Questions
Hotel CRM (Customer Relationship Management) software is a specialized tool designed to manage guest data, enhance customer relationships, and improve guest experience in the hotel industry.
In hospitality, customer relationship management focuses intensely on guest satisfaction, personalizing the guest experience, and managing loyalty programs, which are crucial for customer loyalty and repeat business.
The best hotel CRM software should offer robust contact management, marketing automation, lead management, and integration with property management systems to effectively manage customer relationships.
Hospitality CRM software enhances customer engagement by providing tools for personalized communication, managing targeted marketing campaigns, and tracking customer satisfaction metrics.
Yes, many CRM software solutions can integrate seamlessly with existing property management systems, allowing for efficient data sharing and streamlined hotel management processes.
Marketing automation in a hotel CRM system enables hotels to create and manage marketing campaigns more efficiently, targeting potential customers and enhancing guest loyalty programs.
A customer relationship management system helps hotels track and analyze guest preferences and feedback, leading to improved service delivery and higher guest satisfaction.
For sales teams, a hospitality CRM provides valuable insights into guest data and preferences, aiding in personalized sales strategies and more effective lead management.
Contact management is crucial in hotel CRM software as it helps in organizing guest information, ensuring timely and personalized communication, and building stronger customer relationships.
A good hotel CRM contributes to the success of a hotel business by streamlining operations, enhancing guest experiences, and driving customer loyalty, which are all critical for long-term profitability and growth.