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Orchestrate guest journeys with hospitality CRM | Salesforce
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Sales teams track their personal quota, their team quote, forecast gaps, and likely deals in their pipeline in a dashboard. [Sales teams track their personal quota, their team quote, forecast gaps, and likely deals in their pipeline in a dashboard.]

Orchestrate guest journeys.

Unify data, connect teams, and leverage Agentforce to deliver exceptional service and transform guest experiences with a hospitality CRM.

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Industry leaders revolutionize guest experiences with Salesforce hospitality CRM.

IHG customer story [IHG customer story]
Virgin Voyages customer story [Virgin Voyages customer story]
Wyndham customer story [Wyndham customer story]
Turtle Bay Resort customer story [Turtle Bay Resort customer story]
Secret Escapes customer story [Secret Escapes customer story]
Turtle Bay [Turtle Bay]

We are dedicated to delivering the most incredible experience for every single one of our guests, personalizing their stays to their needs and wants. The Headless 360 platform makes it easy for us to achieve this.

Lynette Eugenio
Director of Marketing, Turtle Bay Resort
Read the story

Put your guests at the center.

Expand personalization to enhance guest satisfaction with tailored experiences.

Elevate your service with complete guest profiles.

Connect all of your data sources from PMS to loyalty and strategically enhance guest experiences, proactively deliver on guest preferences, and anticipate future interactions.

A single customer view of a Loyalty Management section. [A single customer view of a Loyalty Management section.]

Scale your staff with AI.

Deliver white glove service experiences to guests while also assisting property staff with an AI concierge powered by Agentforce.

Tableau Pulse portal with a focus on VIPs arriving. [Tableau Pulse portal with a focus on VIPs arriving.]

Optimize reservation management.

Efficiently manage routine operations across channels, including reservation modifications and cancellations, loyalty point redemptions, and more.

Executive Summary of Hospitality Finance filled with graphical data. [Executive Summary of Hospitality Finance filled with graphical data.]
A single customer view of a Loyalty Management section. [A single customer view of a Loyalty Management section.]
Tableau Pulse portal with a focus on VIPs arriving. [Tableau Pulse portal with a focus on VIPs arriving.]
Executive Summary of Hospitality Finance filled with graphical data. [Executive Summary of Hospitality Finance filled with graphical data.]

Boost employee productivity.

Enhance service capabilities, optimize operations, and unlock efficiencies with Agentforce.

Drive more efficient, impactful, cost-effective business operations.

Use Agentforce to resolve common issues and generate insightful summaries, so that your teams can focus on personalized interactions and complex cases.

Huddles, clips, and collaboration channels on Slack. [Huddles, clips, and collaboration channels on Slack.]

Empower teams and amplify employee capabilities.

Maximize employee potential and reduce average handling time with the support of AI agents who can search and summarize data, offer proactive suggestions, and autonomously execute actions.

An inbound chat and Einstein reply generation. [An inbound chat and Einstein reply generation.]

Do more with less with support from Agentforce.

Boost productivity with purpose-driven agents seamlessly integrated into workflows, providing team members with essential support precisely when it is needed.

A Palonia agent console with details of traveler activity, campaign history, and marketing. [A Palonia agent console with details of traveler activity, campaign history, and marketing.]
Huddles, clips, and collaboration channels on Slack. [Huddles, clips, and collaboration channels on Slack.]
An inbound chat and Einstein reply generation. [An inbound chat and Einstein reply generation.]
A Palonia agent console with details of traveler activity, campaign history, and marketing. [A Palonia agent console with details of traveler activity, campaign history, and marketing.]

Use data and AI to drive smarter decisions and actions.

Gain a competitive edge with Tableau Next and Data 360 to generate predictive insights, and benefit from advanced analytics.

Engage prospective customers and partners 24/7.

Enhance your engagement strategies with Agentforce autonomously managing inquiries, fielding questions, pursuing leads, and scheduling meetings with potential partners and vendors.

A Data 360 Palonia portal with a focus on trip recommendations. [A Data 360 Palonia portal with a focus on trip recommendations.]

Leverage data to increase revenue.

Maximize your earning potential with Agentforce by transforming insights into actionable decisions that drive revenue, growth, and operational efficiency.

A hotel profile on Palonia Agent Console with available room options displayed. [A hotel profile on Palonia Agent Console with available room options displayed.]

Activate data to provide personalized recommendations.

Seamlessly connect data and empower virtual agents with insights into individual needs, enabling them to deliver personalized guest services, tailored attention, and responsive offerings.

A Palonia Agent profile with guest preferences highlighted. [A Palonia Agent profile with guest preferences highlighted.]

Use Agentforce to streamline support.

Automate service and care with purpose-built agents that reduce response times and increase guest loyalty and satisfaction.

A chat with a guest having an issue with hotel booking and an Einstein generated reply. [A chat with a guest having an issue with hotel booking and an Einstein generated reply.]
A Data 360 Palonia portal with a focus on trip recommendations. [A Data 360 Palonia portal with a focus on trip recommendations.]
A hotel profile on Palonia Agent Console with available room options displayed. [A hotel profile on Palonia Agent Console with available room options displayed.]
A Palonia Agent profile with guest preferences highlighted. [A Palonia Agent profile with guest preferences highlighted.]
A chat with a guest having an issue with hotel booking and an Einstein generated reply. [A chat with a guest having an issue with hotel booking and an Einstein generated reply.]

Build your hospitality CRM solution with the following Salesforce products:

Loyalty Management

Foster relationships and create loyalty with AI predictive capabilities built directly into your CRM.

Learn more

Agentforce

Scale your workforce with agents for any business use case to drive customer success alongside humans.

Learn more

Service Cloud

Increase customer satisfaction, deflect more cases, and maximize efficiency with the most complete platform, powered by AI and data.

Learn more

MuleSoft

Integrate all your data, systems, or AI models, and automate any task or process to transform your business and drive real value.

Learn more

Slack

Power productivity with automation, knowledge, AI, and collaboration at the center of an open, extensible platform.

Learn more

Tableau

Make better business decisions with the world's leading data and analytics platform.

Learn more

Commerce Cloud

Achieve goals faster, unlock new revenue, and drive automation with a flexible ecommerce platform.

Learn more

Keep up with the latest hospitality trends, insights, and conversations.

Watch the webinar: Unlocking Customer Loyalty with Great Wolf Lodge [Watch the webinar: Unlocking Customer Loyalty with Great Wolf Lodge]
Webinar

Unlocking Customer Loyalty with Great Wolf Lodge

Watch the webinar
Watch the webinar: Next-Gen Hospitality: Embracing AI with Salesforce [Watch the webinar: Next-Gen Hospitality: Embracing AI with Salesforce]
Video

Next-Gen Hospitality: Embracing AI with Salesforce

Watch the video
Revolutionize Travel and Hospitality Experiences with Data and AI [Revolutionize Travel and Hospitality Experiences with Data and AI]
Webinar

Revolutionize Travel and Hospitality Experiences with Data and AI

Watch the webinar
The Top 5 Ways AI is Unlocking Growth Opportunities in the Travel and Hospitality Industry [The Top 5 Ways AI is Unlocking Growth Opportunities in the Travel and Hospitality Industry]
Report

The Top 5 Ways AI is Unlocking Growth Opportunities in the Travel and Hospitality Industry

Read the article
See all resources

Ready to take the next step with the worlds #1 AI CRM for Travel, Transportation, & Hospitality

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Salesforce for hospitality FAQ

What is CRM in the hospitality industry?

Customer relationship management (CRM) is a system that provides hospitality companies a way to manage their guest interactions across sales, customer service, and marketing, as a means to stay connected, streamline processes, and improve profitability.

What is the best CRM platform for hotels and hospitality?

Salesforce is consistently ranked the #1 CRM provider every year by a variety of organizations. Salesforce hospitality industry customers include the largest enterprises as well as small- and medium-sized businesses who use our hospitality CRM and Agentforce solutions.

Why is CRM important to hotels and hospitality?

A hospitality CRM lets hotels gather and analyze guest data to offer personalized service, create targeted marketing campaigns, and automate routine tasks with AI agents delivering higher guest satisfaction, increased conversion rates, and time to focus on tasks that require human interaction.

What are the 3 essential components of a hotel and hospitality CRM?

A CRM for hospitality should include guest profile management to store guest information in order to provide personalized experiences, reservation and booking management to centrally manage the booking system, communication tools to automate engagements for booking, arrival, and post-stay.

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