In hospitality, excellent service extends beyond welcome smiles and cozy beds. It's about creating long-term friendships with visitors—before, during, and after their visit. That's where GraceSoft's Customer Relationship Management (CRM) products excel.
GraceSoft's CRM isn't merely a contact database—it's an advanced personalization platform that enables you to convert first-time visitors into devoted, gushing fans.
What is a hotel CRM?
A hotel CRM is more than an address book with frills. It enables you to:
- Monitor guest preferences
- Store past stays and spending habits
- Segment your market for marketing
- Automate targeted messages and offers
GraceSoft's CRM tools come in seamless integration with your booking and management systems, giving you a 360° view of all guests.
Key Features of GraceSoft's CRM Tools
- In-depth Guest Profiles
- Each guest interaction is automatically tracked.
- Name, contact information, and ID details
- History of past bookings
- Special requests (e.g., room type, special diet)
- Staff notes
Use Case: Learn whether a guest wants a peaceful room or has a feather allergy—before asking.
- Automated Guest Messages
- Send context-specific messages without any hassle:
- Pre-arrival emails with arrival information
- Mid-stay check-ins to confirm satisfaction
- Post-stay thanks and review invitation
- Birthday wishes and holiday wishes
- Automation and personalization equal greater engagement and increased guest satisfaction.
- Loyalty and Repeat Guest Management
- Recognize and reward back guests.
- Provide special discounts or room upgrades
- Enroll them in loyalty programs
- Automatically track points and perks
- Repeat guests spend more and cost less—GraceSoft keeps them coming back.
- Guest Segmentation for Targeted Marketing
- Sort guests by:
- Booking source
- Length of stay
- Room type
- Spending habits
Customize promotions—such as a couples' spa package or a midweek business discount—to the right people at the right time.
- Real-Time Alerts for Personalized Service
- Trigger internal notifications for staff:
- Welcome, returning VIP guests
- Prepare honeymoon extras
- Flag special requirements in advance
Guests feel remembered and valued—and not merely processed.
Why It Matters: Guest Experience = Brand Experience
In an era of impersonal booking sites, CRM technology returns the human touch—but in a scalable, automated fashion. And when guests feel known and valued, they:
- Leave positive reviews
- Are more likely to return
- Recommend your property to others
GraceSoft's CRM gives even small hotels and B&Bs the power to provide 5-star guest experiences with ease.
Pro Tip: Leverage CRM Data to Inform Your Whole Strategy
- Find out which promotions generate the most repeat business
- Monitor guest lifetime value
- Learn what amenities or services guests enjoy most
- Data doesn't just make marketing better—it informs wiser business decisions.