Customer Relationships Management (CRM)


Guest satisfaction is the starting point of all our future activities. If you have a satisfied customer, there is a high probability that he would gladly come back or recommend your hotel to friends and acquaintances. Customer Relationship Management (CRM) is a modern business concept in developed countries.

Client monitor enables its clients to become familiar with the basic concepts of CRM, as well as its application in practice. In order to implement this concept it is necessary to continuously collect data about your guests. Application of modern software allows you to analyze the data, their transformation into information and the establishment of certain principles.

Implementation of CRM solutions provide answers to questions such as:

  • What type of bed guest prefers?
  • How much and what type of pillow should be in the room?
  • Whether guests prepared a special welcome?
  • When is a guest birthday?
  • Do they have a pet?
  • Which newspapers read?
  • Which kind of breakfast consumed?
  • Which meat loves (very roast, medium roast, blood)?
  • What he consumed during the meal?
  • Which wine drinking?
  • Which shoes size do they wear?
  • The reason for his stay in the hotel?

Answers to these questions will allow you to create packages of products and services tailored to specific group of guests. Determination of these segments provides the ability to analyze these groups from the standpoint of profitability and value for the hotel.

The contemporary software for CRM enable communication with guests at a smart phone from the moment of entering the hotel until his check-out. These tools provide guest in accordance with the preference, the ability to be inform about the offer of the hotel during the stay and directed to specific areas in the hotel (restaurant, pool, sauna).

Two-way communication in real time is achieved rapid feedback regarding service quality and customer satisfaction, as well as the possibility of eliminating failures when they occur and prevent the guest leaves the hotel dissatisfied.