A Hotel CRM That Lives in the PMS: Enquiries, Guests and WhatsApp
Every enquiry followed up, every guest remembered, every confirmation sent, from the same system that takes the booking.
Most hotel sales still happen in a phone call, a WhatsApp reply and a quotation attached to an email, and most of it is forgotten by the next season. Exceed's CRM records the enquiry, prices the quotation, assigns the follow-up, converts it into a booking and then remembers the guest, so the second stay starts with what the hotel already knows.
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What Is Hotel CRM Software?
Hotel CRM software manages the relationship before, during and after the stay: sales enquiries and quotations for groups, weddings and corporate accounts; guest profiles with history, preferences and spend; and the messages the hotel sends, from booking confirmation to post-stay thank-you. A CRM that sits outside the PMS knows nothing about the actual stay. Exceed's CRM is a module of the PMS, so the enquiry, the booking, the folio and the guest history are one record.
Sales, Guests and Messages on One Record
Built for the sales executive, the reservations desk and the owner who wants to know what is in the pipeline.
Enquiry & Quotation Pipeline
Log every enquiry with source, dates, pax and budget, issue a priced quotation from rate plans and packages, and track it through follow-up, negotiation and conversion. Lost enquiries carry a reason, so the owner sees why business went elsewhere.
Sales Team Follow-Ups
Assign enquiries to sales executives with due dates, see overdue follow-ups on a dashboard, and record every call and message against the enquiry. Conversion rates by executive, source and month come from the same data.
Guest Profiles & Stay History
One profile per guest across every stay and every property in the group, with preferences, spend, feedback and ID details. The front desk sees that the guest prefers a high floor before they ask.
Corporate & Agent Accounts
Bill-to-company accounts with contracted rates, approved-traveller lists and credit limits; travel agents and DMCs with allotments and commission. Their bookings, statements and follow-ups sit on the account record.
WhatsApp Confirmations & Pre-Arrival Messages
Booking confirmation, payment receipt, pre-arrival directions and check-in details, and a post-stay thank-you with a direct-booking offer, sent on WhatsApp from templates with the guest's own details filled in.
Repeat-Guest and Direct-Booking Reports
Who came back, what they spent, which source they came from and which offers converted. The reports feed the loyalty offer and the direct-booking push described in our guides.
The Enquiry, the Booking and the Guest Are One Record
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Convert Without Re-Typing
A quotation that converts becomes the booking with one click, carrying the rates, dates, pax, room block and package into the PMS. The sales team never re-enters what it already agreed with the guest.
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Remember Every Guest, at Every Property
Profiles follow the guest across a hotel group, so a corporate traveller known in Pune is recognised in Nashik, with the same company account, the same preferences and the same history.
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Messages That Reduce Calls
A confirmation with directions and check-in time, a reminder the day before, and a thank-you with a reason to book direct next time remove most of the calls a reservations desk takes, and they go out automatically.
For the Sales Desk, the Front Desk and the Owner
Group, Wedding & MICE Sales
Enquiries for weddings and conferences flow into the banquet module's calendar and packages, so the sales pipeline and the venue calendar are the same thing.
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Reservations & Front Desk
Guest profiles, preferences and messaging at check-in and check-out, on the desk or on the mobile app, with WhatsApp templates the team does not have to retype.
Owners & Group Heads
Pipeline value, conversion by executive, repeat-guest share and source mix on one dashboard, across every property in the group.
Explore Related Modules
Frequently Asked Questions
Common questions about Hotel CRM & Guest Messaging
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Is this a separate CRM product or part of the PMS?
It is a module of Exceed HMS. Enquiries, quotations, guest profiles, corporate accounts and messaging share the same database as reservations and folios, so there is no integration to maintain and nothing to sync.
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Can a quotation be converted into a booking?
Yes. A confirmed quotation becomes a reservation, group block or banquet booking with its rates, dates, pax and packages carried across in one step, and the enquiry record stays linked to the booking for reporting.
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Which messages can be sent on WhatsApp?
Booking confirmation, payment receipt, pre-arrival information, check-in details, in-stay notices, invoice at check-out and a post-stay thank-you with an offer. Templates are set once with the guest's details merged automatically.
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Does the sales team get follow-up reminders?
Yes. Every enquiry has an owner and a next-action date. Overdue follow-ups appear on the executive's dashboard and the manager's report, and every call, message and quotation is logged against the enquiry.
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Do guest profiles work across a group of hotels?
Yes. A guest or corporate account is one record across all properties in the group, with stay history, preferences, spend and contracted rates visible at every hotel with the right permissions.
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