CRM for guests — one profile, every visit
Hotels and retailers already hold enormous amounts of information about their customers, scattered across the PMS, the POS, a booking inbox and somebody's spreadsheet. Our CRM pulls it into one profile per guest, then makes it useful — for the front desk, for marketing and for the owner looking at repeat business.
Unified profiles
- One record per guest or customer
- Duplicate detection and merging
- Stay history, spend and lifetime value
- Purchase history from the POS
- Preferences: room type, floor, dietary, language
- Notes visible to the front desk at check-in
- Company and travel-agent linkage
Segmentation
- Dynamic segments from any field
- Corporate, leisure, group and OTA sources
- Frequency, recency and value scoring
- Lapsed-guest identification
- Birthday and anniversary lists
- Tags applied manually or by rule
- Export for external campaigns
Campaigns
- Email campaigns with templates
- SMS broadcast to segments
- WhatsApp gateway integration
- Scheduled and triggered sends
- Pre-arrival and post-stay messages
- Offers targeted by segment
- Open, click and response tracking
Loyalty
- Points earning and redemption rules
- Tiers with automatic progression
- Member benefits and rate access
- Redemption at the POS or front desk
- Expiry rules and statements
- Member enrolment at check-in
- Liability reporting for finance
Feedback & service recovery
- Post-stay and post-purchase surveys
- Complaint logging with owner and deadline
- Escalation when a case is not closed
- Compensation and gesture tracking
- Recurring-issue analysis by department
- Follow-up tasks assigned automatically
- Satisfaction trends over time
Integration
- Hotel PMS guest and folio synchronisation
- Our POS — purchases and loyalty at the till
- Booking engine and website enquiry forms
- Email, SMS and WhatsApp gateways
- Power BI and reporting datasets
- Open API for anything else you run
- Complete customisation on request
Built to sit beside your PMS, not replace it
A hotel is never going to swap out its Property Management System because a CRM asked it to. So we did not build a system that demands it. Our CRM synchronises guest and stay data from the PMS you already run, adds the intelligence layer on top, and writes preferences back where the integration allows it.
The result is a front desk that greets a returning guest by name with their usual room preference already known — and a marketing team that can find every guest who stayed twice last year and has not been back since.
| Question you cannot answer today | Where the CRM finds it |
|---|---|
| Who are our top 50 guests by lifetime value? | Stay and spend history across PMS and POS |
| Which regulars have stopped coming? | Recency scoring and lapsed-guest segments |
| Which complaints keep repeating? | Feedback logs grouped by department and theme |
| Did the campaign actually bring bookings? | Campaign tracking matched to later stays |
| What does this guest always ask for? | Preferences shown to reception at check-in |
| What is our loyalty liability? | Points balances reported to finance |
Turn your guest list into repeat business
Tell us which PMS and POS you run and roughly how many guest records you hold. We will show you what the unified profile looks like and what it would take to build it.