CRM for Hotels and Restaurants — Built for Booking Pipelines, Guest History, and Event Enquiries That Actually Close

Why hospitality needs a CRM that thinks like a front desk

Hotels and restaurants sell an experience, not a SKU. A corporate travel manager asks for a rate that beats last quarter's contract while blocking twelve rooms across three weekends. A wedding planner sends a banquet enquiry with a guest count that will change four times before the event date. A repeat guest walks in expecting the same corner table, the same allergy-free menu, and the same welcome drink she had six months ago. Miss any of those signals and the booking goes elsewhere or the guest never returns.

Off-the-shelf CRMs like Zoho, HubSpot, or Salesforce were built for software sales cycles. They cannot model a room-night that is inventory today and vanishes at midnight. They cannot track a guest whose lifetime value doubles because you remembered her son's birthday. They cannot join a banquet enquiry to a KOT the chef needs at 6 pm. So the front-office manager keeps an Excel, the sales team keeps another, the F&B head keeps a WhatsApp group, and management sees three different revenue numbers at month-end.

We build the CRM that closes that gap. Custom CRM software from Fruxinfo for hotels, resorts, restaurants, cafes, cloud kitchens, and banquet venues across Ahmedabad, Mumbai, Bengaluru, Goa, Jaipur, Udaipur, and beyond — wired to the way hospitality actually operates, from the OTA lead through the feedback survey.

The modules a hospitality CRM usually ships with

Every hotels and restaurants CRM we build has a core and a set of module choices driven by whether you are room-first, F&B-first, banquet-heavy, or multi-outlet. The core covers lead capture from your website booking engine, MakeMyTrip, Booking.com, Agoda, Goibibo, WhatsApp Business, and walk-in enquiries — normalised into a single pipeline with source, room type or table type, dates, pax, and quoted rate captured on entry. The booking pipeline sits next to a real-time availability grid that talks to your PMS so double bookings stop happening.

Guest 360 is the module that pays for itself. Every stay, every meal, every complaint, every allergy, every anniversary is stitched to one guest ID. When the guest calls back, the receptionist sees the full history in one screen — last stay date, room preference, F&B spend, feedback score, and any open complaint. This is what turns a first-time guest into a five-visit regular.

For event and banquet desks we add the enquiry-to-BEO workflow — enquiry capture, capacity check against the venue calendar, quotation with menu, decor, and AV line items, contract with advance receipt, BEO sheet generation for the kitchen and banqueting team, and a live KOT sync so the chef sees the guest count and menu on the day. For F&B we sync with your POS (Petpooja, Posist, UrbanPiper, Rista) so table turnover, average bill value, and repeat-diner tags land in the CRM automatically. WhatsApp Business API sends booking confirmations, pre-arrival forms, feedback surveys, and rebooking nudges — the four touchpoints where hospitality revenue usually leaks.

• ›Room, table, and banquet booking pipeline with real-time availability
• ›Guest 360 — stay history, allergies, ARR, feedback, and preference tags
• ›Event and banquet enquiry desk with BEO sheets and KOT sync
• ›Two-way sync with PMS (IDS, eZee, Hotelogix, WebRezPro) and POS (Petpooja, Posist)
• ›OTA channel manager parity with MakeMyTrip, Booking.com, Agoda, Goibibo
• ›WhatsApp Business flows — confirmation, pre-arrival, feedback, rebooking
• ›Corporate contract and travel-desk rate cards with per-account visibility
• ›Loyalty points, membership cards, and campaign engine tied to guest history

What a real hospitality CRM engagement looks like

The pattern that repeats is worth naming. An eighty-room independent business hotel in Ahmedabad, with a banquet hall that seats four hundred and a rooftop restaurant, reaches us after fourteen months on a generic hotel software plus a separate CRM plus a WhatsApp group. The problem is not any single tool — it is that the reservations team, the banquet desk, and the F&B manager each maintain their own guest list. The GM cannot open one screen and see which corporate accounts are up for renewal or which repeat guests have not visited in ninety days.

Discovery takes two weeks and one property visit. The blueprint document lists forty-one workflows, twelve of which are guest-history and rebooking related. Build takes twelve weeks. Go-live is on a Monday morning after a Sunday-night data migration from three source systems into one guest master.

Six months later the numbers come back. Repeat-guest revenue up thirty-one percent because the ninety-day rebooking nudge on WhatsApp fires reliably. Banquet enquiry conversion up from twenty-two to thirty-four percent because the BEO turnaround dropped from three days to same-day. Corporate contract renewals now have a sixty-day early-warning list so no account expires unnoticed. Guest complaint resolution time cut in half because every complaint is stitched to a guest ID and an owner. And the GM opens one dashboard on Monday morning, not three. That is the outcome the engagement is scoped for from day one.

What a hospitality CRM build costs and how long it takes

A compact hospitality CRM covering booking pipeline, guest 360, OTA lead capture, and WhatsApp confirmation flows starts at ₹1.5 lakh and ships in six to eight weeks. Mid-sized builds adding banquet BEO, POS sync, corporate contracts, and a mobile app for the sales team typically land between ₹3 and ₹8 lakh and take ten to fourteen weeks. Full multi-property or multi-outlet builds with centralised guest master, loyalty engine, campaign automation, and management dashboards sit in the ₹5 to ₹12 lakh range and take fourteen to twenty weeks. Every number is fixed against a written blueprint before you sign — no time-and-material surprises.