Choice Hotels' CRM Solution
Choice Hotels uses the Salesforce Hospitality Cloud as its primary customer relationship management (CRM) platform. The cloud‑based system integrates reservations, loyalty data, and marketing automation to give franchisees a unified view of guest interactions.
More from this site
Keep reading the latest coverage
Why Salesforce Fits a Franchise Model
The Hospitality Cloud is built for multi‑property operators, allowing each hotel to access the same data while maintaining brand‑level controls. Real‑time dashboards let corporate teams monitor performance, and franchisees can tailor promotions to local markets without breaking brand consistency.
Key Features Leveraged by Choice Hotels
- Guest profile unification across all properties
- Automated email and SMS marketing campaigns
- Integration with the Choice Privileges loyalty program
- Analytics for occupancy trends and revenue management
Benefits for Guests and Operators
Guests receive personalized offers based on past stays, while hotel operators gain actionable insights to improve occupancy and upsell services. The system's scalability supports Choice Hotels' global footprint of over 7,000 properties.
Alternative Options Considered
Before selecting Salesforce, Choice evaluated other hospitality‑focused CRMs such as Oracle OPERA Cloud and Sabre SynXis. Those platforms offered strong property management capabilities but lacked the same depth of marketing automation and AI‑driven personalization that Salesforce provides.