Revamp Your Hotel’s Operations with the Best CRM Software in 2021

Revamp Your Hotel’s Operations with the Best CRM Software in 2021

As the hospitality industry continues to grow and evolve, it has become imperative for hotels to adapt to the changing trends and customer expectations. A vital aspect of customer experience in the hotel industry is excellent communication and personalized services. This is where Customer Relationship Management (CRM) software comes in, offering a range of features designed to enable hotels to foster better customer relationships while streamlining operations.

Today, hoteliers can access a wide range of CRM software to suit their specific needs. However, choosing the best CRM software for a hotel can be a daunting task, given the multitude of options available. In this article, we will take a closer look at the best CRM software for hotels in 2021, with a view to helping hoteliers select the perfect solution for their operations.

Why your Hotel Needs CRM Software

Hotel CRM software can revolutionize the operations of a hotel by improving customer experience, enhancing engagement with guests, and optimizing marketing strategies. With the right CRM software in place, hoteliers can enjoy the following benefits:

1. Enhanced Communication with Guests

CRM software provides a centralized platform for efficient communication between hotel staff and guests. The software enables staff to manage guest communication across multiple channels, such as email, social media, or SMS. This ensures that guests receive timely and consistent communication throughout their stay, leading to better guest satisfaction.

2. Streamlined Operations

With CRM software, hotel operations become much more streamlined. This leads to a more efficient and organized operation, which helps hotels save time, enhance productivity, and streamline processes such as ticketing, reservations, and other backend processes.

3. Improved Guest Engagement

Modern CRM software enables hotels to personalize the guest experience by tracking guests’ preferences, feedback, and engagement. Personalization leads to better guest satisfaction and sets the hotel apart from its competitors.

4. Smart Marketing

CRM software enables hoteliers to track guest behavior and preferences, enabling them to provide targeted marketing campaigns. With analytics data, hoteliers can identify guests who are more likely to make a repeat visit or encourage referrals, offering high ROI marketing campaigns.

The Best CRM software for Hotels in 2021

1. Salesforce

Salesforce is a widely used CRM software designed to enhance communication and optimize marketing for businesses across all sectors, including hotels. The software offers unique features, such as customized guest profiles, automation of emails, and analytics. Users can easily track guest experiences, preferences, and feedback, enabling them to provide personalized services to guests.

Salesforce is also compatible with other hotel software, making it much easier to integrate into existing systems. By integrating with other systems, hotel staff can access guest data from other hotel systems such as reservations, booking, or POS, making it easier to deliver a seamless guest experience. Salesforce is an expensive option and may not fit every budget.

2. HubSpot

HubSpot is a CRM software designed to enhance the guest experience and increase engagement. The software provides a centralized platform for managing guest communication across every channel, including email, social media, and SMS. The software enables hoteliers to personalize guest interactions and provide a unique guest experience that leads to guest loyalty.

HubSpot offers a range of features specifically designed for the hotel industry, including automated scoring, segmenting, and tracking of guests. The software also allows for integration with other hotel software, making operations much more streamlined. HubSpot is a mid-range CRM software and is an excellent option for hotels looking to improve their customer experience and engagement.

3. Zoho CRM

Zoho CRM is a cloud-based CRM software designed to enhance customer engagement and optimize operations. The software offers a range of features, including automated workflows, personalized communication, and analytics. Hoteliers can track guest behavior, preferences, and feedback to provide personalized services.

Zoho CRM supports integration with other hotel software, making it possible to integrate with third-party systems such as POS, booking, and reservations. This synchronization leads to enhanced efficiency and streamlined operations. Zoho is an affordable option and perfect for smaller hotels looking to enhance their guest experience.

4. Guestfolio

Guestfolio is a hotel-specific CRM software developed to enhance guest engagement and experience. The software features guest profiles, analytics reports, and automated communications. Guestfolio allows for guest segmentation and personalized communication, enabling hotels to target their marketing campaigns efficiently.

Guestfolio integrates with other hotel software, including PMS and POS systems. This facilitates a more streamlined operation, saving time on repetitive tasks such as data entry. The software is mid-range in terms of cost, making it an excellent option for hotels looking to improve their guest experience within a budget.


1. What is CRM software, and why do hotels need it?

CRM software refers to the systems designed to help businesses manage their customer interactions and data. Hotels need CRM software to optimize their operations, enhance guest experience and increase engagement.

2. What features should hoteliers look for when selecting CRM software?

Hoteliers should look for features such as guest profiles, automated communication, analytics, and integration with other hotel software when selecting CRM software.

3. How much does CRM software cost?

The cost of CRM software varies depending on the features required. While some options, like Salesforce, are expensive, there are affordable options like Zoho CRM that offer great value.


CRM software opens up a whole new world of benefits for hotels, enhancing guest experience, streamlining operations, and optimizing marketing strategies. Selecting the right CRM software is crucial in achieving these benefits, and hoteliers should consider factors such as budget, compatibility, and features when choosing amongst the best CRM software for hotels in 2021. Hotels that invest in CRM software can transform their operations, creating unforgettable guest experiences and thriving amid competition.

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