TOPSTAY

The first Italian CRM for hotels
that improves the guest experience
and increases staff productivity

What is TopStay

is a CRM application in Cloud whose mission is

To digitize and to organize the knowledge of guests,

the most important asset of the Hotel

To provide operational tools

for Marketing and Sales departments

To verify the Services quality

through analytic dashboards

To customize the Guest experience

through a software that anticipates their needs

To optimize the Hotel Maintenance

and to monitor its status

TESTIMONIALS

 

FP
Fernando Pane
Resort Manager / Pellicano Hotels

At Pellicano Hotels we give our best in looking for details to customize how much better the stay of our guests. Daily the implementation of CRM enables us to analyse all the preferences of our guests deeply, to enhance their stay experience. Our staff, thanks to the user friendly CRM, is actively involved in sharing the preferences of our guests and this allows us to strive for excellence to which we aspire. In addition, the immediate access to the complaint allows us to tackle with determination the reports of our Guests who greatly appreciate our responsiveness, by now distinctive element of quality and service.

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Michele Sambaldi
Vice Group Director & Business Controller / Pellicano Hotels

The introduction of CRM has enabled the Pellicano Hotels to operate on two specific strategic guidelines. The first one concerns the improvement of the service to the guest through the profiling: this makes possible a better understanding of the habits and then of all those processes aimed at anticipating the needs of who decide to stay in our hotels. The second one concerns the development of marketing and DEM activities that help the Sales&Marketing in improving sales and communication (targeted offers, newsletters, events, etc). The integration with PMS represents the added value of the project.

Foto
Tania Guidarini
Sales Executive / Pellicano Hotels

The introduction of the CRM system by e.RATIO was a real breakthrough It allowed us to develop a much more effective marketing plan and strategy. Thanks to simple and intuitive system of filters and the technical assistance of e.RATIO (always available even at a distance), the launch of communication campaigns and the creation of an ad hoc database are very easy and fun. The system can coordinate at any time the information of each individual department and, in our case, of the three locations too. I forgot .. Also the requests traceability, calendar, meetings and reports functions are very good.

THE KEYS TO SUCCESS

TopStay is a unique tool to ensure the satisfaction of your guests

PRE-STAY

  • Services booking (restaurant, beauty, transfer, etc.)
  • Guest self-profiling
  • Check-in online

STAY

  • Personal identification of the Guest
  • Guest profiling
  • Complaints and special Requests management

POST-STAY

  • Email and SMS Campaign Customized marketing campaigns (e-mail and SMS) for guests retention
  • Survey
  • Analysis of Guest data and their experience

HOTEL MANAGEMENT

  • Management of relations with the Hotel business Partners (Agencies, Tour Operators, etc.)
  • Support tools for the Sales department
  • Hotel Maintenance

MAIN FEATURES

GUESTS

Recognizing the Guest personally, knowing his preferences, knowing when it was in hotel and about his experience, are fundamental activities to manage the improvement of his loyalty. On the Guest, this TopStay module enables:

  • Always to have his data through integration with the PMS
  • To know the general preferences and those ones related to the structure, the room, the F&B, etc.
  • To know his arrival and his departure
hotel CRM

CONCIERGE

The main objective of TopStay is to monitor the experience of Guests. This module helps the hotel staff to:

  • Manage complaints (assign the resolution to an operator, indicate the action taken, historicize the event, …)
  • Register Guest Requests to provide an immediate response
  • Check and confirm the booked Services
  • Configure the post-stay surveys and verify the results

TOP STAY PAGE

Thanks to TopStay Page the Guest has a privileged communication channel with the Hotel. Through an intuitive web interface he can:

  • Book the hotel Services before the arrival
  • Make the Check-in for himself and his fellow passengers
  • Self-profile by inserting own Preferences
  • Book another Stay
  • Advice a particular Request or a Complaint
  • Respond to a Survey on the experience in Hotel

SALES

Sales Automation is a key aspect of CRM systems. TopStay allows to:

  • Manage relationships with all Hotel Business Partners (Agencies, Tour Operators, Suppliers, Press, etc.)
  • Generate and monitor commercial Opportunities
  • Create and convert Lead
  • Schedule and organize Business activities
hotel CRM

MARKETING

All marketing activities concentrated in a single module. With this TopStay module you can:

  • Manage lists of Prospect (potential hotel guests) to which do massive marketing actions
  • Define Target Lists of Guests or Business Partner accurately for ad hoc marketing campaigns.
  • Create and monitor email marketing campaigns, namely:
    • Plan the campaign
    • Send customized email
    • Know who has read the email and who has clicked on a link
    • Schedule follow-up actions
  • Manage SMS Campaings
  • Send single SMS
hotel CRM

MAINTENANCE

Facilities maintenance is one of the key activities for hotel. Thanks to previous identification of the hotel locations (rooms, public areas, systems, etc.) TopStay allows managing of maintenance tickets, the assignment and historicizing of taken action.

hotel CRM

ANALYSIS

All data managed by the previous modules are displayed and monitored through Report module, which is the main instrument used by management to supervise and make decisions. TopStay, in a transversal way, allow the user to show the following historical information:

  • Guest preferences
  • Results of Opportunities
  • Bestsellers Services
  • Case studies on Complaints or Requests
  • Most frequent maintenances
  • … and much more

The solution has already default Report, to which it is possible add more ones according to own management vision.

hotel CRM

VERSIONS

TopStay is a web application that works in the cloud, so no need any technical prerequisite or additional costs, but only an internet connection!

Modules

GUESTS

Guests profiling – Print about Arrivals/Presences/Departures

Check-in monitoring

 
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CONCIERGE

Guest Requests and Complaints Management

Services Booking Management – Surveys Management

 
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TOPSTAY PAGE

Web APP dedicated to the Guest, with these features:

Online Check-in, Services Booking, Self-profiling, Requests and Complaints, Post-Stay Surveys, Hotel Info

 
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MARKETING

Prospects, Target Lists, Email Campaigns,

SMS Campaigns, single SMS

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MAINTENANCE

Hotel Maintenance and Hotel Cadastre

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SALES

Business Partners – Contacts – Leads

Business Opportunity Management

Activities Scheduler and Calendar

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MAINTENANCE

Hotel Maintenance – Hotel Cadastre

 
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ANALYSIS

Report Tool for data analysis

 
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