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Hotels · CRM

Know which guest to call before the wedding season starts, not after it ends.

A CRM for a hotel is the record of every guest, corporate account and banquet enquiry, kept in one place instead of scattered across booking sheets and someone's memory. GullySales sets this up so repeat guests, corporate contracts and banquet leads are followed up on time instead of forgotten.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

Realistic editorial illustration of hotels at work in India

What CRM means

A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.

Also for hotels

Sales and marketing for hotels, the overview.

Last updated 5 Oct 2026.

For hotels

Where it usually goes wrong, and what we would do.

  • “Corporate rate agreements expire quietly”

    A negotiated corporate rate signed last year lapses without anyone noticing, and the account quietly starts booking a competing hotel instead.

  • “Banquet enquiries need a different pipeline from room bookings”

    A wedding enquiry from six months out needs staged follow-up at the deposit, menu-tasting and final-count stages, not the same one-touch process as a room booking.

  • “Repeat guests are identifiable, if the front desk logs them”

    A guest who has stayed three times in two years is worth a direct-booking offer before their next trip, but only if that history is recorded somewhere searchable.

What we do

What we deliver for hotels.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. Guest and enquiry record in one system

    Every room, banquet and corporate enquiry logged in one CRM instead of scattered booking sheets and diaries.

    Result: Nobody has to remember which guest asked about what.

  2. Corporate rate agreement tracker with renewal dates

    Every negotiated corporate rate recorded with its expiry date, so a lapsing agreement is flagged before the account drifts.

    Result: A corporate account is asked to renew before it books elsewhere.

  3. Staged banquet pipeline from enquiry to final count

    A wedding or event enquiry tracked through deposit, menu tasting and final headcount, instead of one generic status.

    Result: Nothing about a booked wedding is left to memory.

  4. Repeat guest flag on the booking record

    Guest history matched by phone number or email, so a guest on their third stay is visible to the front desk.

    Result: A returning guest is recognised instead of treated as new.

  5. Enquiry and pipeline report

    A report against your baseline showing enquiries by source, banquet pipeline stage and corporate accounts due for renewal.

    Result: The owner sees where the pipeline stands without asking around.

How the result is measured

  • Enquiries logged in the CRM
  • Data completeness
  • Reports generated from CRM data

Recorded as a baseline before work starts, so every later report has an honest comparison.

Read the full CRM implementation and customisation page

What to record, and when

What a hotel should record about guests, corporate accounts and banquet enquiries, and whether it needs software yet.

Direct, OTA or corporate booking source
Record the channel on every booking: direct call, website, a named OTA, a travel desk or a company rate. Only then can you see which guests could have booked direct and which agents deserve a conversation.
Guest's stay purpose and preferences
Note whether the stay was business, family, wedding or transit, and one preference, such as a quiet floor or early breakfast. The front desk can then greet a returning guest with something real.
Corporate rate agreement and its end date
For each company, write the negotiated rate, the room type it covers, the blackout dates and the date the agreement ends. A company whose agreement lapsed quietly has usually moved to another hotel.
Banquet enquiry stage
Track the date wanted, the number of guests, the quote sent, the date the family visited and the date the final count is due. A family that has asked three halls for a quote will choose whoever reached them first.
Consent for direct offers
Record whether a past guest agreed to receive offers and the channel. A guest's phone number from an OTA booking cannot always be used for marketing, so check the platform's current rules.
Do you need software yet?
A small hotel can run a guest and banquet sheet beside its booking system. Move to a CRM when sales, front desk and banquet teams all need the same corporate and event history. Do not re-enter what the property system already holds.

Who it is for

This is written for these hotels.

  • Business and transit hotels
  • Boutique and heritage properties
  • Resort and destination hotels
  • Budget and mid-market chains
  • Banquet and wedding-focused properties
  • Serviced apartments and long-stay properties

Not for

It is not the right fit if.

  • The front desk does not record the guest's phone number or the booking source today, so a database would start empty and stay empty
  • Nobody is named to update it after a banquet enquiry or a corporate call, and a list without an owner decays
  • You have not decided who may see corporate rate agreements, which hold the property's discounts and should not be open to all staff

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We sit with the people who sell and write down how a deal moves from enquiry to payment, including where it stalls.

  2. 2

    Agree stages, fields and owners

    Each stage gets a name your team already uses and a proof that the deal has left it. We agree which fields are required at which stage, and who may change what.

  3. 3

    Build on a copy

    Pipeline, fields and views are built on a trial copy where the CRM offers one, or in a separate pipeline where the plan allows. Live work stays untouched.

  4. 4

    Connect channels, then switch on automations

    Channels are connected first. Each automation is then switched on separately, so a misfiring rule is easy to find.

  5. 5

    Test with real deals

    The people who will use the CRM run open deals through it. Gaps are fixed before the whole team switches over.

  6. 6

    Switch over and trim

    Once real use shows which fields stay empty and which stages nobody uses, those are cut and the handover record is updated.

Proof

What happened when owners fixed this.

Real clients, the work we did, and the result as it was recorded. Where no number was recorded, none is claimed.

All case studies

  • Hotel Felicity Inn

    Situation
    A traveller compares three hotels on a phone and books one. The website was not built for that.
    What we did
    • The site rebuilt around booking
    • Photography and one look
    • Search work for destination searches
    • Content a traveller reads
    Result
    • Online bookings increased 35%
    • Organic traffic increased 50% within six months
    • Positive reviews on Google and TripAdvisor increased 30%
    Read the case study

Also worked with

Chord Road Hospital · Curtain Label · Difesa Security Services · Hands On CSR · Implevista · Kambar Group · Kalessi · Kerur Pain Clinic · LL Trust · Lucky Deals · Natural Gases · NavaShakthi Souhardha · NewCom Logistics · Proton Technical Services · SB Engineering · Shakthi Foundation · Shakthi Group · Urbanest · Insyde Studio · Venkateshwara Laser Tech · Vivara Studios

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
Do we need expensive software?
A simple, shared system works for a single property. A multi-property group benefits from a proper CRM, and we recommend one sized to what your team will actually use.
Who updates it day to day?
Your front desk and sales team, on a short routine we set up and review with you, through the enquiry-based reporting we run.
Our property management system already has a guest profile. What does the CRM add?
The PMS holds stays and bills. A CRM holds the relationship around them: corporate agreements, banquet enquiries that never became bookings, preferences and who asked to hear from you. Do not duplicate the stay history. Link or refer to the guest by one shared ID.
Bookings through an OTA give us little contact detail. What can we record?
Record what the booking gives you, the channel and the stay purpose. Ask for a contact at check-in and note whether the guest agreed to offers. Check each platform's current rules before using any contact detail it supplied.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for hotels.

All articles

More for hotels

Everything else we would do for you.

Closest to this: leads and follow-up

Also for hotels

Or start from the overview: sales and marketing for hotels.

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