I’ve been checking out CRM in the hospitality industry, but most tools look similar on the surface. Our biggest challenges are:

• Tracking guest preferences
• Managing communication across channels (email, WhatsApp, phone)
• Handling repeat guests and feedback
• Keeping reservations and follow-ups organized

Would a multi-channel hospitality CRM solve these issues, or is it just a buzzword? If anyone has experience using a CRM in a hotel setup, especially one that supports personalized service and automation, what improvements did you see?