Customer Relationship Management - software that helps hotels collect, organize, and leverage guest data to build relationships and drive repeat bookings.
A CRM (Customer Relationship Management) system for hotels is software designed to centralize guest data and interactions across all touchpoints. It stores guest profiles, booking history, preferences, communication records, and feedback. Hotel CRMs enable targeted marketing campaigns, personalized guest communication, loyalty program management, and data-driven decision making. By understanding each guest's history and preferences, hotels can deliver tailored experiences that build long-term loyalty.
Acquiring a new guest costs 5-7 times more than retaining an existing one. A CRM helps hotels turn one-time visitors into loyal repeat guests by enabling personalized communication and targeted offers. It provides a 360-degree view of each guest, allowing staff to anticipate needs, recognize returning guests, and deliver the kind of personalized service that drives positive reviews, higher spend, and direct rebookings.
Opally complements your CRM by handling guest communication across chat, email, and voice. When guests ask about pet policies, room preferences, or special occasions, Opally provides instant, accurate answers — freeing your team to focus on building deeper guest relationships and delivering personalized service.
