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CRM Overview

The Customer Relationship Management (CRM) module manages guest profiles, communications, and loyalty programs.

Features​

Guest Profiles​

  • Centralized guest database
  • Stay history and preferences
  • Contact information management
  • Document storage

Communications​

  • Email campaigns
  • SMS notifications
  • Pre/post stay communications
  • Birthday and anniversary greetings

Loyalty Program​

  • Points accumulation
  • Tier management
  • Reward redemption
  • Member benefits

Analytics​

  • Guest segmentation
  • Spending analysis
  • Visit frequency
  • Preference insights

Guest Profile Management​

Profile Components​

Profile Fields​

  • Personal: Name, DOB, nationality, gender
  • Contact: Email, phone, address
  • Preferences: Room type, floor, amenities
  • Special Needs: Accessibility, dietary
  • Loyalty: Member number, tier, points

Communication Workflows​

Pre-Arrival​

Post-Departure​

  • Thank you email
  • Feedback request
  • Review invitation
  • Next visit offer

Loyalty Program​

Tier Structure​

TierPoints RequiredBenefits
Classic0Basic benefits
Silver5,000Room upgrade (subject to availability)
Gold15,000Guaranteed room upgrade, late checkout
Platinum50,000Suite upgrade, lounge access, amenities

Points Earning​

  • Room revenue: 10 points per 100 INR
  • F&B: 5 points per 100 INR
  • Spa: 5 points per 100 INR

Redemption​

  • Free nights
  • Room upgrades
  • Dining credits
  • Partner rewards

Integration Points​

  • Property Management System
  • Point of Sale
  • Booking Engine
  • Email/SMS providers

Coming Soon​

Detailed documentation for:

  • Campaign management
  • Guest segmentation
  • Analytics dashboards
  • Integration APIs