The First Fully Customizable All-In-One Hospitality CRM & ERP
Manage property inventories and a growing customer base while optimizing sales pipelines and maximizing ROI with a real estate CRM & ERP.
How Does a Hospitality CRM & ERP Enhance Your Process?
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The Ultimate CRM for Your Hotels, Restaurants, and Tourism Businesses
Enhance guest experiences with automation—capture inquiries, manage reservations, and drive satisfaction with 100% guest engagement.
Marketing Automation
Office24by7 CRM empowers hospitality businesses to run effective marketing campaigns and boost customer engagement. We facilitate personalized communication across multiple channels, including voice, WhatsApp, RCS, SMS, and email. The platform allows you to easily monitor campaign performance, identify valuable customer segments, and ensure timely interactions to drive customer satisfaction. By automating repetitive marketing processes, Office24by7 CRM optimizes your workflow, freeing you to focus on nurturing customer relationships and driving business growth.
Reservations Management
Guests can book reservations through various channels, including websites, mobile apps, call centers, walk-ins, OTAs, and travel agents. The system checks real-time room availability in the PMS, applies dynamic pricing rules as needed, and confirms the selected room and rate. Our hospitality CRM then captures guest details, such as personal information, special requests, and loyalty program status. The system can verify payment immediately or schedule it for checkout, depending on the hotel's process. Omnichannel CRM features facilitate booking confirmation and communication, sending email, SMS, or WhatsApp notifications with booking details and invoices to the guest, while simultaneously updating the front desk and housekeeping teams. Real-time reservation status updates in both the CRM and PMS minimize errors and maximize operational efficiency.
Stay Management
Stay management begins pre-arrival with booking confirmations sent via email, SMS, or calls. Leveraging omnichannel CRM integrations, hotels can communicate with guests through calls, WhatsApp, SMS, email, or RCS, enabling them to modify or cancel reservations. The CRM also facilitates communication regarding room readiness, coordinating with housekeeping. At check-in, the system updates lead statuses in both the CRM and PMS, ensuring seamless information synchronization. During the guest's stay, the system facilitates instant communication for requests via SMS, calls, or WhatsApp. The system can collect mid-stay feedback, along with any complaints, which can be escalated as needed. The system also supports calculating compensation or recovery amounts. Finally, at checkout, the accounts department can confirm payment receipts and apply any applicable membership discounts or special offers.
Communications
Office24by7 CRM allows integration with popular communication tools like voice calls, SMS, WhatsApp, Emails and Google RCS as well as internal chat for both internal and external communications. During pre-arrival the omnichannel CRM allows you to automate welcome emails/SMS messages, check-in reminders, special request confirmations, transportation options, and even upselling opportunities. On-property communication is streamlined through mobile app, WhatsApp, or SMS, enabling instant service requests and providing concierge services and activity recommendations via chatbot. A 24/7 helpline, accessible via phone or in-app chat, handles emergencies and support, delivering immediate alerts and notifications and activating crisis management protocols. The system addresses feedback and issue resolution through mid-stay feedback requests, a complaint escalation process, and potential compensation or service recovery. Post-stay engagement includes thank-you emails, personalized offers for future stays, review and rating requests, and loyalty program updates with incentives for future visits.
Channel Partner Management
Channel partner management begins with partner onboarding and contracting, which involves identifying potential partners, negotiating contracts via the CRM, and integrating with the channel manager for real-time rates and inventory synchronization. The system sends any updates to all partners and applies dynamic pricing rules. The system continuously monitors booking trends and partner performance. The system maintains partner communication and engagement through regular updates, special promotions communicated via the omnichannel CRM, and periodic performance reports. The system ensures booking and payment reconciliation by syncing booking data, calculating commissions, and tracking payment settlements. The system involves performance evaluation and relationship management by tracking KPIs, collecting feedback, and continuously engaging to develop strategic partnerships.
Up-Sell & Cross-Sell Management
A hospitality CRM helps businesses maximize upsell and cross-sell opportunities by leveraging customer data to offer personalized recommendations and targeted promotions. By analyzing guest preferences, past bookings, and spending habits, the CRM can suggest relevant upgrades, such as room enhancements, spa packages, or dining experiences, increasing revenue potential. Additionally, it streamlines communication by automating personalized messages via email, SMS, or in-app notifications, ensuring guests are informed about exclusive deals and tailored offers at the right time.
Channel Partner Management
Ensure efficient lead management and prevent data inconsistency with Office24by7 real estate CRM, by enabling channel partners to easily register leads without duplication. It allows partners to access and showcase the latest offers, promotions, and sales history, enhancing brand visibility and supporting marketing efforts. Partners can post project-related creatives on various social platforms like Facebook, Instagram, Twitter, etc., further amplifying brand presence. The real estate CRM also offers partners the ability to download brochures, layouts, and project details.
Data & Document Management
Data and document management is a critical function. It begins with data collection and storage, where the system stores guest information, reservations, and preferences in the CRM and PMS, while contracts, invoices, and reports reside in the DMS, all while complying with GDPR and data protection policies. The system categorizes documents and implements role-based access management, secured by cloud storage and backups. Data integration and synchronization ensure seamless data flow between systems and real-time updates. The system utilizes encryption protocols, regular audits, and data retention policies for security and compliance management. Finally, the system streamlines retrieving, archiving, and deleting documents and lead data through search, auto-archival, and secure deletion of outdated data.
Accounts & Billing Management
The financial process for the hospitality sector involves several stages. The system generates an invoice upon booking confirmation. The system verifies guest details and processes any initial payments at check-in. Throughout the stay, the system tracks service consumption, recording guest expenses for dining, spa treatments, room service, and other incidentals. The system generates a final bill, including all consumed services, at checkout. The system processes payment during check-out, accepting various methods like cash, card, and digital wallets. The system then updates records, reconciles payments, and generates necessary reports. Finally, the system conducts regular financial audits to ensure accuracy and compliance.
HR Management
Human resource management encompasses the entire employee lifecycle, beginning with job posting and application collection. The process follows with candidate screening and interviews to identify suitable candidates. The system handles hiring and onboarding, which includes issuing offer letters, collecting necessary documents, and conducting employee orientation. The system then processes payroll, which tracks attendance, calculates salaries, and processes payments. The system evaluates employee performance through periodic reviews, and organizes training and development programs to enhance skills. Finally, the system manages the exit and offboarding process, which includes resignations, exit interviews, and final settlements.
Performance & Reports
By consolidating data such as guest profiles, booking history, and customer feedback, CRMs generate reports that offer a holistic view of guest experiences. This organized data allows hotels to monitor trends, assess the effectiveness of marketing campaigns, and make informed decisions to adapt business strategies.
Office24by7 Integrations for Hospitality CRM Software
A large library of integrations that are specifically tuned to meet all hospitality businesses.
Features That Set Office24by7 Hospitality CRM Apart
Free CRM Software
Enjoy the best CRM tool that is available at no cost, offering core CRM functionalities for managing leads and deals.
Omni-channel
Integrate multiple channels (e.g., voice, SMS, WhatsApp, RCS, email) for a consistent customer experience with our unified communication platform.
Dashboards
Visual representations of key performance metrics and real-time data for monitoring sales and customer interactions.
Archives
Save and access historical data, documents, and communications for future reference.
Integrated Cloud Telephony
Experience seamless communication through voice calls to connect with potential buyers through in-built cloud telephony.
Calendars
Scheduling appointments, meetings, and reminders to track important dates and events related to sales and leads.
Filters
Sort and search leads, deals, and other CRM data based on specific criteria using customizable filters.
Add-ons
Extend the functionality of your CRM by integrating additional features or extensions.
Email Marketing
Get access to tools for creating and sending bulk emails to leads and clients, along with tracking email campaign performance.
Tasks
Create and complete tasks related to sales and other activities. Collaborate with internal teams by assigning, tracking, and monitoring tasks.
Views
Save the filters as views to easily access the data later with a simple click.
Advanced User Privileges
Ensure appropriate permissions and security within the CRM system with customizable access rights and roles for users.
Quotes & Invoices
Generate customized quotes and invoices for transactions with clients or customers.
Reports
Generate detailed reports on sales performance, lead conversions, financial transactions, and other CRM activities.
Lists
Save the filter view as a list to execute any action or campaign on the records. Use static lists to maintain fixed records, and dynamic lists to automatically update entries as changes occur in the original data.
API Integrations
Connect and integrate the CRM with third-party tools, software, and services using APIs.
Why Get a Hospitality CRM Software?
Read more about why CRM software is becoming a critical requirement for Hospitality businesses from top-rated resources.
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