CRM for hospitality industry

Amaze your guests through an effective customer journey

Comprehensive Hospitality Customer Relationship Management (CRM) solution, built to improve your performance, map out customer journey, elevate guest experience and boost loyalty. 

Hospitality CRM driven to face evolving industry challenges

As a hotel chain or resort your guests are your top priority. That's why BE-terna Hospitality CRM is designed to help you meet their growing expectations, transforming you from a service provider to a truly exceptional host.

Personalized Customer Experience

By collecting and analyzing data about guests, such as their preferences, booking history, and behaviors, you can create unique and customized experiences that meet the specific needs of each individual guest. Offering personalized and seamless experiences differentiates you from competitors and enables you to build stronger relationships with guests, leading to increased customer satisfaction and loyalty.

Enduring Customer Loyalty

With advanced module to support your loyalty program, Hospitality CRM enables you to easily maintain a database of your loyal guests and their preferences, allowing you to personalize communication and offerings. Tracking scores and rewards incentivizes guests to continue choosing your hotel offering exclusive benefits and discounts. The ability to manage promotions through vouchers enables you to launch targeted campaigns and offers to engage guests and create long-lasting relationships.

Increased sales and revenue

The Hospitality CRM automates tasks such as reservation management, guest communication, and data analysis, freeing up your staff time to focus on more high-value activities. Providing personalized experience that meets the needs and preferences of each individual guest leads to more booking, boosting sales and revenue. In addition, the solution provides valuable insights into customer behavior, allowing you to identify opportunities for improvement, make data-driven decisions, and optimize your marketing and sales strategies.

Streamlined operations

By integrating various hotel systems with Hospitality CRM you can obtain a comprehensive view of guest interactions and valuable insight into their data. This leads to improved operational efficiencies and enhanced decision-making capabilities. The platform centralizes guest information, making it readily accessible to all staff, and helps to improve coordination, reducing the possibility of errors. As a result, you can streamline operations and guarantee a consistent guest experience across all touchpoints.

Data-driven decisions

By using real-time data and analytics on guest behavior, preferences, and feedback you can improve strategic planning, optimize marketing and sales efforts, and improve the guest experience. In addition, real-time data and analytics can help you quickly identify and respond to operational challenges, such as high demand periods or low occupancy rates. By using data to make informed decisions, you can drive growth and profitability and achieve long-term success. 

Top 3 Hospitality Trends to Navigate 2023

Download our comprehensive report on hospitality trends and find out how to embrace new trends and stay at the top of the game. Whether you prefer the written word or the tones of the audio version- we got you covered!
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Experience the Power of Technology

Built on Microsoft Dynamics 365 technology, this solution integrates seamlessly with your property management and central reservation systems, providing a unified front-end user interface for agents and supporting omnichannel interactions. Advanced features, including support for B2B sales processes and loyalty programs, allow you to deliver personalized, event-based marketing campaigns before, during, and after a guest's stay. Harnessing the power of cutting-edge machine learning algorithms, our solution integrates data from multiple sources to deliver a 360-degree view of your customers, giving you the insights and decision-making power you need to drive better outcomes for your business.

Explore modules

Over 6,5 million of overnight stays per year

Find out how our client Valamar has created a memorable stay for millions of guests with the help of CRM solution.
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  • True 360° view of guests by integrating information from various touchpoints in real-time
  • Personalized and seamless support throughout the reservation and stay process
  • Integration with PMS and collecting data during the reservation process 
  • Clean and efficient data management, solving hotel data duplication
  • The guided sales process and 360° view for B2B partners
  • Proposal and contract templates and Office 365 integration (productivity tools)
  • Preventing overbooking with stop-booking notifications after sold-out capacities
  • Productivity targets and goal management by setting and tracking objectives
  • Managing conference and event rooms (MICE)
  • Manage members and keep track of their activities and preferences
  • Monitor the progress of members and their engagement through scores and rewards
  • Manage promotions through vouchers and encourage repeat bookings
  • User-friendly portal for guests with quick access to all important information
  • Omnichannel reservation center support (chat, E-mail, social, calls, web)
  • Streamlined processes through a unified front-end user interface for agents
  • Support for key business processes (reservations, cancellations, changes) integrated with PMS
  • Tracking and resolving a guest complaints, including prioritization and categorization
  • Integrated business intelligence (BI) solution
  • Booking channels and inquiry reports
  • Monitoring the effectiveness of marketing activities through marketing analytics
  • Ad-hoc reporting for corporate decision-makers and data analyst
  • Custom report engine for personalized reports and metrics
  • Event-based campaigns for notifications sent before, during, and after a stay
  • Advanced segmentation and guest profiling
  • Advanced campaign response tracking based on reservation and stay date
  • Digital marketing automation

Map out customer journey

Track and analyze all interactions with guests, ensuring a seamless and personalized experience.


Begin building relationships with your guests from the very beginning - make an impact with full omnichannel support.


Help your guests find the right offer that will meet all their criteria, answer additional questions and direct them to the final step.


Leverage the data you have on your guests before they arrive at the property and deliver personalized and relevant messages.


You already have all the information you need to make an arrival personal. Offer additional services and make the guest feel welcome and special.


With Hospitality CRM you can easily identify the next best offer based on your guest's preferences and interests.


Your guests are the most reliable source of information. Use the opportunity to capture their preferences, consents and opinions.


With all the information in one place, it's easy to stay in touch. Customer care, and loyalty activities will keep your guests' memories alive.

Delight your guest through an effective customer journey

Entire customer journey at hand and advanced business analytics empowers you to boost guest loyalty and increase your revenue.
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customer relationship solution tailored to hospitality industry

Get the answers to your questions!


Do you want to discover more details?

If you would like to learn more about Hospitality CRM and its capabilities, please don't hesitate to get in touch with us. BE-terna team of experts is available to answer any questions you may have and help you determine if our product is the right fit for your needs. We look forward to helping you!
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