The pandemic has changed the world in so many ways, including guest behaviors and priorities. In times of crisis, humans tend to move down Maslow’s Hierarchy of Needs to prioritize food, security, and safety. But as we enter 2021, we move beyond basic survival to realize a renewed sense of optimism and, perhaps more importantly, a desire to start a new chapter with the new year.
CRM (Customer Relationship Management) systems represent an increasingly important component of a hotel’s operational framework. They help hoteliers and their respective teams facilitate high-touch relationships with guests, groups, event planners, and attendees both on and off property.