The primary goal of a CRM is to collect and store customer data, from both online and offline sources. This includes contact information, reservations, and service requests. For example, the CRM should be able to collect information such as customer name, address, email address, phone number, and any special requests a customer may have.
Automate Reservations: The CRM should allow you to automate the reservations process. This includes the ability to accept online bookings, view availability, and manage room rates. For example, the CRM should be able to accept bookings from customers through a website, allow customers to view available rooms and rates, and allow hotel staff to easily adjust room rates.
Track Guests: A CRM should also allow you to track guests throughout their stay. This includes tracking their check-in and check-out times, as well as any special requests they may have. For example, the CRM should be able to track when a customer checks in and checks out, as well as any special requests they may have such as early check-in or late check-out.
Analyze Data: A CRM should provide you with the ability to analyze customer data. This includes tracking customer trends, understanding customer preferences, and evaluating the effectiveness of marketing campaigns. For example, the CRM should be able to track customer trends such as what types of rooms they book, how often they stay, and how much they spend.
Manage Promotions: A CRM should also allow you to manage promotions and discounts. This includes the ability to send out personalized offers and discounts to guests. For example, the CRM should be able to send out discounts to customers based on their past stays or send out promotions to customers who have not stayed at the hotel for a certain period of time.
Increase Revenue: Finally, a CRM should help you increase revenue by providing insights into customer behavior and recommending strategies for maximizing revenue. For example, the CRM should be able to recommend strategies such as offering loyalty programs or discounts to customers who stay for a certain period of time.