Development of CRM for hotels, hostels, and guesthouses

Modern hotel business is not only comfortable rooms and polite staff. It is a complex ecosystem where process efficiency, service speed and personalized approach to guests are key factors of success. Hotel automation allows you to go beyond standard service. A functional hotel management program optimizes staff work, improves interaction with guests and increases the profitability of the hotel business.

AVADA MEDIA provides services for the development of CRM for the hotel business, which will become a key tool for effective management and stable growth. Ordering CRM for hotels from us means getting the opportunity to make your business a symbol of impeccable service and innovation.

CRM for a hotel is a comprehensive software solution that allows you to automate and optimize many processes: booking management, finances and communications. The CRM system for hotels combines all important functions into a single platform, ensuring maximum efficiency of your business:

• control of room cleaning and booking, guest registration;
• personnel management and distribution of duties;
• automation of the work of the hotel complex administrator;
• maintenance of guest cards, customer databases with the history of their visits and preferences;
• financial accounting and integration with accounting programs;
• automation of mailings and marketing campaigns;
• integration with third-party hotel booking programs and payment systems;
• analysis and reporting on hotel occupancy, as well as on guest impressions and reviews.

Automation of hotels and motels allows you to optimize key processes, reduce the number of routine tasks and improve relations with guests. The main features that a CRM system provides:

1. Increased staff efficiency due to faster processing of guest requests, booking management and operational support.
2. Personalization of service – CRM software for hotels collects and analyzes guest data, allowing you to create individual offers, bonus programs and take their wishes into account.
3. Increased profitability, as hotel programs allow you to optimize costs, room occupancy and increase the average bill.
4. Optimization of the booking process – the hotel automation system allows you to combine online booking, OTA (online travel agencies), telephone inquiries and applications through a mobile application for hotels into a single system. This allows you to avoid double bookings.
5. Automation of internal processes – software for hotels monitors the status of rooms, helps manage personnel, and maintain financial records.
6. Integration with payment systems – the program supports secure online payments and integrates with POS terminals.
7. Reports and analytics – the hotel business software generates detailed reports on room occupancy, financial indicators, and the effectiveness of marketing campaigns.

For productive interaction with guests, it is important to understand their needs and preferences. A custom CRM system for a hotel can create detailed profiles of each client, collecting and analyzing information from various sources. The profile forms a complete portrait of the guest and includes the following information:

• personal data: full name, contact information, date of birth, citizenship;
• booking history: dates of stay, room type, additional services, payment history;
• preferences: favorite rooms, special requests, dietary restrictions, food and drink preferences;
• interaction history: reviews, complaints, requests to customer support, participation in the loyalty program;
• additional information: interests, hobbies, purpose of trip, frequency of visits.

By analyzing this data, the CRM system identifies patterns and trends, creates guest segments, and helps develop targeted marketing campaigns. And for even deeper personalization, tags and personality type analysis can be used in the CRM system for the hotel business.

• Tags are a flexible segmentation tool that allows you to assign specific labels to guests that reflect their preferences and interests. For example, “family with children”, “business traveler”, “spa lover” or “regular guest”. Tags help you quickly filter guests by various criteria and create targeted offers.
• Personality type analysis allows you to better understand the needs of each client and provide personalized service. For example, extroverts can be offered active entertainment, and introverts – a quiet rest. A CRM system can analyze guest data to determine their psychological type.

Using tags and personality types in a hotel CRM system makes service more personalized and efficient, increasing guest satisfaction and hotel profitability. For example:

• The “regular guest” tag allows you to automatically offer special conditions and bonuses;
• The “spa lover” tag allows you to send targeted mailings with offers of spa services;
• The “extrovert” personality type allows you to offer participation in group excursions and events;
• The “introvert” personality type allows you to offer quiet rooms and secluded relaxation areas.

Using CRM in the hotel business allows you to make advertising accurate, personalized and effective, get closer to guests and retain them more effectively.

The CRM system in hotels allows you to set up trigger and regular mailings to keep in touch with guests and motivate them to make repeat bookings:

• remind about upcoming bookings and give personal recommendations – visitors appreciate care;
• form offers based on previous visits – for example, a discount on a room in which the client has already stayed and was satisfied;
• congratulate on a birthday or anniversary of a visit with an exclusive discount on accommodation or a service;
• notify about special promotions and seasonal offers.

The CRM system supports integration with advertising platforms: Google Ads, Facebook Ads, thanks to which you can track the effectiveness of marketing campaigns, analyze conversions and automatically adjust promotion strategies.

Using CRM in the hotel business makes guest feedback a powerful tool for increasing competitiveness, as it allows:

• centralized work with reviews, manage ratings and effectively attract new customers, thanks to integration with reputation management platforms: TripAdvisor, Booking and Google Reviews;
• track reviews and analyze key trends – built-in CRM analytics helps you find out which aspects of the service guests praise most often, and which they are dissatisfied with;
• notify responsible employees about new reviews, allowing you to quickly respond to them;
• effectively work with reputation – collect guest reviews from various sources in one place: aggregator sites, social networks and feedback forms on the official hotel website.

With the management system, the administration has a chance to improve the impression of a person before he leaves a negative review. For example, a guest receives an automatic request with an offer to evaluate the quality of service, accommodation and level of service before leaving. And after leaving, when all the problems are solved, he receives another request – with a request to leave a review.

The customized hotel program provides a high level of security thanks to advanced technologies: multi-level authentication, role-based access control and data encryption using AES-256 algorithms.

• A flexible system of user rights eliminates unauthorized use of information.
• Data backup minimizes the risk of data loss due to failures or cyber attacks.
• The use of TLS/SSL protocols guarantees secure transfer of information between clients, employees and external services.
• User activity monitoring mechanisms and an action log allow you to quickly detect potential threats.

Individual hotel systems are flexible and scalable, they have an exclusive design and functionality. A custom-made CRM system for a hotel has a number of advantages over ready-made solutions.

Full adaptation for business

Ready-made solutions often contain a lot of functions that the customer does not need, but for which they had to pay by default. Individual CRM for hotels is created from scratch and only those tools are implemented that the client really needs. For example, if the hotel works with corporate clients, the system can include advanced invoicing functions, automated contract management and business travel monitoring.

Flexibility and scalability

As the business develops, the requirements for hotel software change. New modules can be added to a custom-designed CRM for hotels, additional services can be integrated, and it can be adapted to dynamic market conditions. For example, if a hotel launches a new service – electric scooter rental or excursions – it can be quickly implemented into the system.

Integration with existing systems

If a hotel already uses a PMS, accounting software, restaurant management systems or third-party booking services, a custom CRM can be easily integrated into this ecosystem. This is especially important for large hotel complexes that require synchronization of several systems.

Exclusive design and user-friendly interface

Ready-made CRMs have a standard template, which can be inconvenient and not at all consistent with the hotel’s corporate style. Individual development allows you to create an intuitive interface adapted to employees and guests, and use the company’s visual style.

Security and control over data

When using cloud CRM from third-party developers, data is stored on their servers – this may call into question the security of the hotel program. In the case of individual development, the client receives full control over the database, and the security system is configured in accordance with corporate standards and legislative norms (GDPR, Law of Ukraine “On the Protection of Personal Data”).

The hotel program maintains an electronic guest registration log, which can be used for reporting to the migration service. This ensures transparency in guest registration, simplifies compliance with legal requirements, and reduces the administrative burden on staff.

Despite all the advantages of individual development, ready-made CRM systems for hotels are good only because they can be deployed much faster, and their cost at the start is quite attractive. But there is a nuance: in the long term, a ready-made program for hotel management will require additional costs and may well turn out to be more expensive than an individual one. If your hotel requires a high degree of personalization, complex integration and complete autonomy, CRM development for the hotel business will be the best solution.

Implementing a hotel software is a must if you want to create a modern, competitive business. There are also clear signs that indicate the need for automation:

• loss of clients due to booking problems;
• lack of a single guest database and interaction history;
• accounting is done manually, which entails errors;
• no single center for managing operational activities;
• high costs for personnel management.

To create a reliable, secure and scalable CRM system for hotels, programming languages ​​and server technologies are used.

• Fast request processing, security and the ability to integrate with other services are implemented using:
  • Python – for developing systems with advanced analytics and complex business logic.
  • Node.js – copes well with processing a large number of simultaneous requests, ideal for systems operating under high load.
  • PHP – a programming language widely used in web development for convenient work with databases and APIs.

• The interface and client part (frontend) are implemented using open source frameworks – most often these are React.js and Vue.js, which provide high rendering speed and dynamic interface updating. This allows you to create convenient and adaptive interfaces for desktop and mobile devices.

• Databases are needed so that the hotel CRM can store and process large volumes of information about guests, bookings, finances and analytics. The following are used to develop a hotel program:
  • PostgreSQL is a reliable solution for storing structured data with a high level of security.
  • MySQL provides fast transaction processing and good scalability.
  • MongoDB is optimal for working with unstructured data and fast search.

• Integration with third-party services is implemented through the API of leading platforms:
  • OTA (Booking, Expedia, Airbnb) – automatic synchronization of bookings and prices.
  • Payment systems (Stripe, LiqPay, Fondy, PayPal) – secure processing of online payments.
  • Chatbots and communication platforms (Telegram, Viber, WhatsApp) for automation of communication with guests.

• Cloud platforms are used for data storage, load balancing and uninterrupted CRM operation:
  • AWS (Amazon Web Services) – a flexible solution for scaling server resources.
  • Google Cloud – great for analytics and working with machine learning.
  • Microsoft Azure – integrates with corporate systems and offers a high level of security.

Developing a custom CRM system for a hotel is a complex process that requires a deep understanding of the specifics of the hotel business and customer needs. Our specialists adhere to a clear methodology that guarantees successful project implementation.

Business Analysis and Determination of Needs

At this stage, analysts dive into the business processes to understand its unique needs that a hotel CRM system should address:

• define typical customer journeys: from booking a room to checking out, including all touchpoints;
• analyze guest preferences and expectations: what services they use most often, what reviews they leave and what special requests they have;
• evaluate staff performance: how they process requests, how they interact with guests and what tools they use.

Technical specification

Based on the analysis, a detailed technical specification is created that describes all aspects of the future CRM system for a hotel or motel. It includes functional requirements, integration with existing systems, security and performance requirements.

Design and prototyping

At this stage, the architecture of the hotel business program is developed, defining the main modules. Using tools such as Moqups, Figma, Adobe XD, prototypes of the CRM system interface for the hotel are created, which allow you to visualize the future product. Interactive mockups simulate the operation of the main functions: booking, registration, room management, ordering services. This allows you to test the program before development begins.

UI/UX Design Development

UI/UX designers work on creating the visual design of a hotel program, as well as a user-friendly interface for different users: administrators, managers, and service personnel. The design should be adapted for all devices and include intuitive navigation elements that simplify working with the system. It should also create a positive impression and match the style of the establishment.

Creating a program code

Programmers write code using modern frameworks and programming languages. For the backend part, which is responsible for data processing, its security and speed, they use technologies and programming languages: Node.js, Python or PHP. The frontend is the user interface, it is created using tools such as React, Vue.js and Angular. Integrations with external services are implemented through the API.

Testing

After the main development stage is completed, the hotel program undergoes comprehensive testing. QA testers check the correct operation of all functions, performance, data protection and integration with third-party systems. Developers fix detected bugs, conduct load tests to evaluate the system’s operation with high data volumes.

Release and implementation

Then the CRM system for hotels and motels is deployed on servers and gradually implemented into the work of your establishment, data is transferred from previous systems and the staff is trained to use the program. At this stage, the software for hotels is tested in real conditions and is finalized taking into account feedback from users.

Project support and development

After implementation, each CRM program for hotels requires technical support, which ensures its stable operation and further development. It includes user assistance, error correction, performance optimization, functionality updates in accordance with market changes and new needs of your business, adding new modules and integrations to improve the operation of the establishment.

AVADA MEDIA is your reliable partner in creating high-tech CRM in the hotel business. We provide teams of experienced specialists: analysts, designers, system architects, developers and testers who are well acquainted with the specifics of the hotel industry. Our approach allows you to create CRM systems for hotels from scratch or improve existing solutions, taking into account the needs of your business. Thanks to the comprehensive approach, you will receive not just software, but a powerful tool for increasing the efficiency of your business, improving the quality of service and increasing profitability.