Best CRM Software for Hospitality Industry in 2025
You want the best crm software for hospitality industry in 2025. Sobot stands out for hotels and restaurants that need seamless guest experiences and efficient operations. Sobot AI and Sobot call center help you manage all guest interactions in one place. With CRM, you can send personalized messages, give fast responses, and boost guest satisfaction. Many businesses in the hospitality industry use CRM to make guests feel valued and to improve service. Michael Kors improved its customer service and marketing with Sobot, showing real results.
Top CRM Software for Hospitality Industry
Comparison Overview
When you look for crm software for hospitality industry, you will find many options. Experts often recommend these crm tools for hotels and restaurants:
- Sobot
- Salesforce
- Revinate
- Zoho
- HubSpot
- Cendyn
- Guesty
- HotelRunner
- Freshsales
- Hapi Guest
These crm tools help you manage guest information, bookings, and communication. They also support marketing and customer service. Some, like Sobot, offer all-in-one platforms. Others focus on specific features or channels.
Here is a quick comparison of the most popular crm software for hospitality industry:
| Feature | Sobot | Salesforce | Revinate | Zoho | HubSpot |
|---|---|---|---|---|---|
| Integration | All-in-one solution | Core CRM focus | Hotel CRM focus | CRM & automation | Marketing CRM |
| Omnichannel Support | Yes, across multiple platforms | Limited | Email, SMS | Email, chat | Email, chat |
| Voice/Call Center | Built-in, global numbers | Add-on | No | Add-on | No |
| AI Capabilities | Advanced, 5 dimensions | Varies | Basic | Basic | Basic |
| Customer Data Management | Proactive, detailed reports | Standard | Hotel-focused | Standard | Standard |
| Pricing | Lower, all features included | Higher, add-ons | Varies | Affordable | Free/paid tiers |
Key Differences
You want crm tools that fit your business. Sobot stands out because it gives you a comprehensive crm solution with omnichannel support. You can talk to guests by phone, chat, email, or WhatsApp, all in one place. Sobot's voice and call center features help you reach guests anywhere in the world. The system uses AI to make your work easier and faster.
Other crm software for hospitality industry, like Salesforce and HubSpot, focus more on sales or marketing. Revinate and Zoho offer good options for hotels and restaurants, but they may not have the same level of integration or voice support. Restaurant crm systems like HubSpot help with marketing, but Sobot gives you a full platform for guest management, support, and communication.
If you want hospitality software that grows with your business, Sobot offers strong integration, global reach, and easy-to-use tools. You can improve guest satisfaction and run your operations smoothly with the right crm tools.
Sobot and Leading Hotel CRM Software
Sobot Voice/Call Center for Hospitality
You want a CRM that helps you connect with guests everywhere. Sobot gives you a powerful voice and call center solution designed for hotels and restaurants. You can reach guests by phone, chat, email, or WhatsApp, all from one unified workspace. Sobot’s AI-powered voicebot answers calls, recognizes intent, and routes guests to the right agent. This means you can handle more calls, reduce wait times, and give guests a better experience.
Sobot stands out as a leader in hotel crm software because it delivers real results for hospitality businesses:
- Sobot achieved an 83% chatbot resolution rate for OPPO, leading to a 57% increase in repurchase rates.
- Samsung reported a 97% customer satisfaction rate using Sobot's multilingual capabilities.
- Businesses using Sobot experienced up to a 70% improvement in productivity and a 50% reduction in service costs.
You can see how Sobot’s voice and call center features benefit your hospitality business:
| Feature | Benefit |
|---|---|
| Global Number Availability | Connects with customers worldwide using local or toll-free numbers, enhancing trust and credibility. |
| Voice for Sales | Enhances personalized engagement during sales calls, improving lead qualification and conversion rates. |
| Robust Integration | Seamlessly integrates with existing systems, improving efficiency and customer experience. |
| Data Security | Employs end-to-end encryption and adheres to regulations, ensuring customer data protection. |
You get more than just calls. Sobot’s platform includes live chat, chatbot, AI Agent, ticketing system, and WhatsApp Business API. You can automate responses, manage tickets, and send bulk messages to guests. Sobot’s WhatsApp API lets you reach guests on their favorite app, making communication fast and personal.
Hotels and restaurants using Sobot report strong improvements:
| Metric | Improvement |
|---|---|
| Net Promoter Score (NPS) | Increased |
| Average Handle Time | Decreased by 41% |
| First-Contact Resolution Rate | Improved by 54% |
- Users report a more stable and powerful service.
- Positive feedback on the ease of integration with CRM systems.
- Significant increase in reception efficiency by 48%.
You can trust Sobot to help you deliver excellent guest service, boost productivity, and keep your data secure.
Tip: Sobot’s omnichannel solution helps you manage all guest interactions in one place, making your team more efficient and your guests happier.
Salesforce Hospitality Cloud
Salesforce Hospitality Cloud is another option for hotels and resorts. You can use it to personalize guest experiences, manage customer data, and automate operations. The platform brings together information from different sources, so you always have an up-to-date view of your guests.
| Functionality | Description |
|---|---|
| Guest Experience Personalization | Tailors services and communication based on detailed customer profiles and past interactions. |
| Customer Data Management | Consolidates customer information from various sources into a centralized database for accuracy. |
| Operational Automation | Streamlines booking processes and guest communications, reducing manual workload. |
| Enhanced Guest Communication | Integrated tools for timely interactions via email, SMS, and social media. |
| Revenue Optimization | Analytics tools provide insights into booking trends and support dynamic pricing strategies. |
| Integration Capabilities | Synchronizes data across booking channels to prevent overbookings and ensure consistent information. |
| Flexible and Scalable Solutions | Adapts quickly to changing market conditions and customer expectations. |
| Real-time Booking and Self-service | Empowers guests with account access and self-service functionalities. |
| Loyalty Experience Unification | Unifies loyalty experiences across various channels. |
| Tailored Marketing Communications | Uses data to customize offers based on guest preferences and behaviors. |
| AI-Enhanced Service | Equips agents with real-time data to resolve guest issues efficiently. |
You can connect Salesforce Hospitality Cloud with your property management system (PMS), booking engines, and payment gateways. This helps you manage reservations, check-ins, and guest services smoothly.
| Feature | Description |
|---|---|
| Integration with Third-Party Systems | Booking Ninjas can connect with various systems, including payment gateways and POS, ensuring seamless data flow. |
| Central Reservations System (CRS) | Manages and updates availability, rates, and inventory across different channels for guests. |
| Property Management System (PMS) | Handles on-premises management needs like housekeeping and guest check-in/check-out. |
Revinate Hotel CRM Software
Revinate focuses on guest engagement and loyalty programs for hotels. You can use automated post-stay communications to keep in touch with guests after they leave. Guest satisfaction surveys help you collect feedback and improve your services. Marketing automation keeps guests informed about your latest promotions and events.
- Rich Guest Profiles™ database allows for tailored marketing strategies.
- Loyalty tiers can be customized to reward frequent guests.
- A 360-degree view of guests helps you identify and retain your best customers.
- Segment builder capabilities allow for targeted marketing efforts.
You should measure your return on investment (ROI) after implementing Revinate. Start by setting baseline metrics, then track key performance indicators (KPIs) like guest satisfaction and revenue growth. Review your performance regularly to see how the CRM improves your operations.
- Guest Satisfaction Metrics: Net Promoter Score (NPS), review scores, and sentiment analysis.
- Revenue Impact: Direct booking rates, average guest spend, upsell and cross-sell success rates.
- Operational Efficiency: Time saved on manual tasks, response times to guest inquiries.
Customers on Revinate perceive an average of 10X ROI in 90 days.
Zoho CRM for Hospitality Industry
Zoho CRM gives you tools for personalized marketing, automation, and real-time reporting. You can run campaigns for different customer segments and automate follow-ups to save time. The platform offers dashboards to monitor your key performance indicators and supports communication across multiple channels.
- Personalized Marketing Campaigns: Tailored campaigns for different customer segments, automated based on behavior.
- Automation for Faster Service: Automates follow-ups and task tracking to enhance customer experience.
- Real-Time Reporting and Insights: Integrated dashboards for monitoring key performance indicators.
- Omnichannel Communication: Ensures consistent communication across various channels.
- Customization: Personalizes the system to fit specific workflows and services.
- Scalability: Adapts to the needs of different hospitality businesses.
- Integration: Connects seamlessly with other systems like PMS and booking engines.
- Affordability: Offers enterprise-level features at a budget-friendly price.
- Ease of Use: User-friendly platform for efficient team operation.
- Mobile Apps: Access data on the go for staff.
- Built-in Analytics: Helps calculate ROI of marketing efforts.
- AI-Assistant: Assists in optimizing lead contact times and email crafting.
- Automation: Reduces workload by automating mundane tasks.
Zoho CRM supports multi-property hotel chains and restaurant groups with features like:
| Feature | Benefit |
|---|---|
| Personalized Guest Experience | Tracks individual preferences for tailored services, enhancing guest satisfaction. |
| Reservation Management | Integrates with booking systems to manage availability and avoid double bookings. |
| Automated Communication | Sends follow-up emails and reminders, ensuring guests are informed and staff can focus on other tasks. |
| Group Booking Management | Facilitates coordination of group bookings, including room assignments and special requests. |
| Operational Efficiency | Automates tasks like check-ins and reporting, improving overall operational workflow. |
| Scalability | Adapts to growing business needs, allowing for easy addition of users and systems. |
HubSpot and Other Restaurant CRM Systems
HubSpot is popular among restaurant crm systems for its marketing automation and customer retention features. You can segment your customers, send automated emails, and track the performance of your campaigns. HubSpot also helps you create engaging content, such as blogs and recipes, to attract and retain guests.
| Advantage | Description |
|---|---|
| Customer Segmentation | Enables targeted marketing by segmenting customers based on behavior, demographics, and purchase history. |
| Automated Email Marketing | Facilitates engagement through automated email sequences for promotions and loyalty programs. |
| Content Management | Provides tools for creating engaging content like blogs and recipes, with performance tracking. |
| Marketing Automation | Automates marketing tasks to deliver personalized customer experiences. |
| Performance Tracking | Offers analytics tools for real-time insights into marketing efforts and campaign performance. |
| Customer Support | Known for responsive support, essential for troubleshooting and platform usage. |
Restaurant owners often give HubSpot positive ratings for customer retention and marketing automation. You can track customer interactions and automate follow-ups, which helps you keep guests coming back. Some users mention challenges with integration and pricing, so you should review your needs before choosing a platform. Lightspeed and OpenTable also offer strong tools for managing guest relationships and marketing.
Essential Features for Hospitality Industry
Guest Profile Management
You need strong guest profile management to deliver personalized guest experiences in the hospitality industry. With modern crm tools, you can create detailed profiles for every guest. These profiles include personal preferences, contact details, and records of past stays. When you know a guest’s favorite room type or special dates like birthdays, you can surprise them with custom touches. This makes guests feel valued and increases guest satisfaction.
Hotels that use guest management features see more repeat business and stronger brand reputations. Guests return when you remember their preferences and exceed their expectations.
| Feature | Description |
|---|---|
| Guest Profile Creation | Builds comprehensive guest profiles for tailored service. |
| Real-Time Data Sync | Updates guest data instantly for better responsiveness. |
| Automated Workflow Triggers | Detects guest actions and automates timely interactions. |
Automated Communication & Marketing
Automated communication helps you keep in touch with guests before, during, and after their stay. With crm tools, you can send welcome messages, reminders, and special offers based on guest preferences. AI-driven chatbots answer questions quickly, while segmentation lets you target families or couples with the right promotions. Hotels using these features report a 24% increase in guest satisfaction.
- AI-powered chatbots provide instant answers.
- Automated emails encourage feedback and loyalty sign-ups.
- Pre-stay engagement tools share useful information.
You build stronger guest engagement and encourage guests to return.
Integration with Booking and PMS
Integration with booking engines and property management systems (PMS) is essential for smooth operations. Leading crm tools connect with platforms like Airbnb, Booking.com, and Google Hotel Ads. This means you always have up-to-date information about reservations and guest needs.
| CRM Software | Integration Features |
|---|---|
| ResNexus | Connects with major OTAs like Airbnb and Booking.com. |
| Maestro PMS | Supports integration with many property management systems. |
| Bookassist | Direct booking integrations with Google Hotel Ads and more. |
| Guestline | Links with OTAs, payment systems, and restaurant platforms. |
| Cendyn | Integrates with analytics and CRM tools. |
You avoid double bookings and ensure every guest receives the right service.
Customer Support and Service Tools
Customer support tools in crm tools help you respond to guest requests fast. You can customize room settings, send welcome amenities for special occasions, and use real-time chat for immediate help. Digital communication is important—70% of travelers want to message hotels directly. When you use these tools, you improve guest loyalty and make every stay memorable.
- Personalized room settings for each guest.
- Real-time service requests handled quickly.
- Special amenities for birthdays or anniversaries.
Analytics and Reporting
Analytics and reporting features in crm tools give you valuable insights. You can track guest behavior, booking patterns, and feedback. This helps you spot trends, adjust pricing, and improve operations. Predictive analytics lets you plan for busy seasons and manage resources better. Guest feedback management becomes easier, so you can act on reviews and keep improving.
- Identify trends in guest preferences.
- Forecast demand and adjust staffing.
- Improve guest management with real-time data.
With the right customer relationship management features, you can boost guest satisfaction, increase revenue, and stand out in the hospitality industry.
How to Choose CRM Software for Hospitality Industry
Choosing the right crm software for hospitality industry can transform your business. You want a solution that fits your needs and helps you deliver great guest experiences. Here is a step-by-step guide to help you make the best choice.
Assessing Business Needs
Start by looking at what your hotel or restaurant needs most. Think about how your team works and what features matter most for guest management. Use this table to guide your assessment:
| Step | Why It Matters |
|---|---|
| User Experience | 75% of users leave tools that are hard to use. |
| Customization Options | Custom solutions boost guest engagement by 31%. |
| Reporting Functionality | Analytics can raise revenue by 20%. |
| Support Resources | 53% of businesses struggle without enough training. |
| Mobile Accessibility | 85% of professionals want mobile apps. |
| Scalability | Scalable platforms support 25% growth. |
| Cost Structure | Smart cost analysis improves efficiency by 30%. |
Comparing Pricing and Support
You need to compare pricing and support options for different crm tools. Some restaurant crm systems charge monthly fees, while others have setup costs or custom pricing. Support can include live chat, onboarding, or dedicated help. Here is a quick look:
| CRM System | Pricing | Support |
|---|---|---|
| Quandoo | $50/month + setup fee | 24/7 live chat |
| Eat App | $229/month | 24/7 dedicated support |
| OpenTable | $249/month + fees | Reservation tools, strong support |
Always check what is included in the price and if support matches your needs.
Evaluating Integration and Usability
Look for crm tools that work well with your booking engine, property management system, or restaurant management system. Easy integration saves time and reduces errors. A user-friendly interface helps your team learn quickly and use the system every day. Reliable customer support is also important for smooth operations.
- Scalability lets your crm software for hospitality industry grow with your business.
- Integration with existing systems keeps your data accurate.
- Simple interfaces improve team adoption.
Industry-Specific Considerations
The hospitality industry needs crm tools that handle central guest data and give every team member access to guest profiles. Marketing automation and analytics help you find upsell opportunities and improve guest engagement. Seamless integration with PMS ensures real-time booking and guest data, which prevents double-booking and boosts efficiency.
Tip: Choose crm software for hospitality industry that supports your unique workflows and helps you deliver better guest experiences.
Real-World Results in Hospitality Industry
Michael Kors Success Story with Sobot
You can see how crm tools transform the hospitality industry by looking at Michael Kors. The company wanted to improve guest management and boost satisfaction. After choosing Sobot, Michael Kors unified all customer channels and integrated internal systems. This change helped agents respond faster and offer more personal service. The company saw an 83% reduction in response time and a 95% satisfaction rate. Conversion rates increased by 20%. The WhatsApp API made it easy to reach guests and improve guest engagement.
Here is a summary of key outcomes from real-world CRM implementation:
| Key Outcome | Description |
|---|---|
| Customer Experience | Achieved best in market customer experience and new sales within 30 days. |
| Profit Center | New operation became a self-funding profit center within a year. |
| Cost Reduction | Overhauled processes cut appeasement costs by 25%. |
| First Call Resolution | Achieved 86% first call resolution within 90 days. |
| Escalation Reduction | Reduced executive-level escalations by 70% in six months. |
| Warranty Resolution | Cut warranty replacement times from six months to two weeks. |
| Revenue Generation | Turned cost centers into revenue sources within the first year. |
| Awards | Operations won multiple awards after four years. |
"Automating workflows on LeadSquared helped me rebuild my sales funnel and take important steps towards digitizing our operations. Last year, we hit numbers we didn’t think were possible and LeadSquared has certainly played a critical role in achieving them. We now have a shortage of rooms and halls, but it’s certainly a good problem to have!" – Vir Bhan Saini, Marketing Director, GCC Hotels
Impact on Guest Experience and Revenue
When you use crm tools in the hospitality industry, you can measure real improvements in satisfaction and revenue. Hotels and restaurants report higher guest satisfaction scores and more direct bookings. You can see the impact in the table below:
| Measurable Result | Percentage Increase/Impact |
|---|---|
| Conversion of OTA guests to direct bookers | 15-20% |
| Increase in ancillary revenue from returning guests | 23% |
| Improvement in guest satisfaction scores | 18% |
| Higher direct bookings | Up to 34% higher |
You can use crm tools to automate guest management, track preferences, and send targeted offers. This leads to better guest satisfaction and more repeat business. Hotels that focus on satisfaction see more positive reviews and higher revenue. You can also reduce costs and improve efficiency by automating tasks. The right crm tools help you deliver excellent service and stand out in the hospitality industry.
You want the best CRM for your hospitality industry business. Choose software that matches your needs and helps you deliver great guest experiences. Sobot stands out with strong omnichannel and voice integration. You can improve service and boost efficiency. Try demos, explore customer stories, and see how the right CRM can transform your hospitality industry operations.
FAQ
What is CRM software for hospitality industry?
CRM software for hospitality industry helps you manage guest information, bookings, and communication. You can use it to improve guest satisfaction, automate marketing, and streamline operations. Many hotels and restaurants rely on CRM tools to deliver better service and boost revenue.
Why do hotels and restaurants need CRM software?
You need CRM software for hospitality industry to keep track of guest preferences, automate follow-ups, and manage reservations. This software helps you personalize guest experiences, increase repeat visits, and save time on daily tasks.
How does CRM software for hospitality industry improve guest satisfaction?
CRM software for hospitality industry lets you store guest profiles, automate messages, and respond quickly to requests. You can use analytics to understand guest needs and send special offers. Hotels using CRM tools report higher guest satisfaction scores and more positive reviews.
Can CRM software for hospitality industry integrate with booking systems?
Yes, most CRM software for hospitality industry connects with booking engines and property management systems. You can avoid double bookings, keep guest data updated, and manage reservations from one place. Integration saves you time and reduces errors.
What features should you look for in CRM software for hospitality industry?
You should look for guest profile management, automated communication, integration with booking systems, analytics, and omnichannel support. These features help you deliver excellent guest service and run your hospitality business efficiently.
