Skip to main content

​
Overview

Hiro’s Hotel CRM module extends the core CRM with hotel-specific features designed for concierge teams, hotel managers, and multi-property groups. It manages hotel partnerships, guest referrals, and coordination between hotels and restaurants.
Perfect for: Hotel groups referring guests to partner restaurants, restaurant groups working with hotel concierges, and integrated hospitality operations.

​
Hotel Management

​
Hotel Database

Centralized database of hotel partners:
Core Information:
  • Hotel name and brand
  • Star rating (3-5 stars)
  • Classification (Luxury, Boutique, Business, Standard)
  • Complete address
  • Zone/neighborhood
  • Multiple phone numbers (reception, concierge, manager)
  • Email addresses (general, concierge-specific)
Relationship Data:
  • Manager name and contact
  • Concierge team contact
  • Partnership status (prospect, active, inactive)
  • Contract details
  • Commission structure

​
Hotel Classification System

Categorize hotels by partnership level:

Premium

5-star luxury hotels
  • High guest volume
  • VIP treatment standard
  • Preferred table assignments
  • Dedicated account manager

Gold

4-5 star hotels
  • Regular referrals
  • Priority reservations
  • Monthly reporting

Standard

3-4 star hotels
  • Occasional referrals
  • Standard service
  • Quarterly check-ins

Prospect

Not yet active partners
  • Outreach pipeline
  • Relationship building
  • Trial partnerships

​
Guest Referral Workflow

​
Concierge Referral Process

1

Guest Requests Restaurant

Hotel guest asks concierge for dining recommendation
2

Concierge Makes Reservation

Concierge books table at partner restaurant:
  • Via phone or direct booking system
  • Specifies guest name and hotel
  • Notes any special requests or VIP status
3

Restaurant Receives Booking

Reservation syncs to Hiro:
  • Automatically tagged with hotel source
  • Flagged for special attention
  • Guest preferences noted
4

Pre-Service Preparation

Restaurant prepares:
  • Reviews guest profile (if returning)
  • Confirms table assignment
  • Prepares welcome amenity (if VIP)
  • Notifies staff of VIP/hotel guest
5

Service & Follow-up

During and after visit:
  • Exceptional service delivery
  • Manager table visit
  • Feedback collection
  • Thank you to concierge
6

Reporting Back

Restaurant reports to hotel:
  • Confirmation of visit
  • Guest satisfaction
  • Any issues or highlights
  • Revenue attribution

​
Special Handling for Hotel Guests

Automatic VIP treatment triggers:
  • Table Assignment: Best available table, preferably window/terrace
  • Welcome Amenity: Complimentary amuse-bouche or aperitif
  • Service Priority: Expedited seating, attentive service
  • Manager Visit: Table visit to ensure satisfaction
  • Feedback Request: Post-meal survey (high priority)
Pro Tip: Train staff to ask “Are you staying at [Hotel Name]?” to catch referrals not explicitly noted by concierge.

​
Multi-Property Coordination

​
Hotel Group Management

For hotel groups with multiple properties:
Consolidated Reporting:
  • Total referrals across all properties
  • Revenue by property
  • Top-performing locations
  • Guest satisfaction by property
  • Commission calculations
Example:
Gran Hotel Group (5 properties)

• Gran Hotel Centro: 45 reservations, €8,920 revenue
• Gran Hotel Aeropuerto: 32 reservations, €5,840 revenue
• Gran Hotel Playa: 28 reservations, €6,120 revenue
• Gran Hotel Norte: 18 reservations, €3,240 revenue
• Gran Hotel Sur: 22 reservations, €4,180 revenue

Total: 145 reservations, €28,300 revenue
Commission (10%): €2,830
Coordinated Marketing:
  • Joint promotional campaigns
  • Package deals (room + dining)
  • Event partnerships
  • Seasonal collaborations
Example Package:
Romantic Weekend Package

• 2 nights at Gran Hotel Centro
• Welcome bottle of cava
• Private dinner at La Tasca (partner restaurant)
• Rooftop terrace table
• Chef's tasting menu
• Total: €599 (Save €150)

​
Import & Export Tools

​
Bulk Hotel Import

Import hotels from Excel:
1

Prepare Spreadsheet

Required columns:
  • Hotel Name
  • Address
  • Zone
  • Phone
  • Email
  • Stars (rating)
  • Classification
  • Manager Name
  • Status
2

Upload File

Navigate to Hotels → Import Upload .xlsx or .csv file
3

Map Columns

Hiro auto-detects columns Manually adjust if needed
4

Preview & Import

Review sample rows Click “Import All” Duplicate detection runs automatically

​
Export Options

PDF Report

Professional hotel directory:
  • Complete contact information
  • Referral statistics
  • Formatted for printing
  • Use for sales team reference

CSV Export

Spreadsheet with all data:
  • All hotel fields
  • Custom field selection
  • Reservation counts
  • Revenue attribution
  • Use for analysis or CRM import

​
Analytics & Reporting

​
Hotel Performance Dashboard

Key metrics per hotel:
  • Referral Volume: Total reservations this month/year
  • Guest Count: Total pax referred
  • Revenue Attribution: Total spend from hotel guests
  • Average Party Size: Mean pax per reservation
  • Conversion Rate: Reservations / Total guests at hotel
  • Guest Satisfaction: Average NPS from hotel guests

​
Top Hotels Report

Identify best-performing partners:
HotelReservationsRevenueAvg/ReservationSatisfaction
Gran Hotel Centro45€8,920€1989.2
Boutique Palace38€9,500€2509.5
Hotel Excellence34€7,140€2108.8
Urban Hotel32€5,840€1828.5
Use this report to prioritize relationship management. High-revenue, high-satisfaction hotels deserve VIP partner treatment.

​
Commission Tracking

Calculate commissions owed to hotels: Configuration:
  • Set commission % per hotel (typically 10-15%)
  • Calculate on confirmed visit revenue
  • Exclude no-shows and cancellations
  • Generate monthly commission reports
Example Calculation: 
Gran Hotel Centro - September 2024

45 reservations completed
€8,920 total revenue
Commission rate: 10%

Total Commission: €892

Payment due: October 15, 2024

​
Integration Features

​
CoverManager Hotel Sync

Integrate hotel bookings:
  • Hotels using CoverManager sync automatically
  • Reservations tagged with hotel source
  • Guest information pre-populated
  • Special requests flow through

​
Direct Booking Widget

Embed booking widget on hotel website: 
<iframe src="https://hiro.app/book/[restaurant-id]?hotel=[hotel-id]"
        width="100%" height="600px">
</iframe>
Features:
  • Hotel guests see partner restaurants
  • Automatic hotel attribution
  • Real-time availability
  • Mobile-responsive

​
Concierge Portal (Coming Soon)

Dedicated portal for hotel concierges:

​
Features

Quick Booking

  • One-click reservation creation
  • No login required (magic link)
  • Pre-filled hotel information
  • Instant confirmation

Guest Tracking

  • See all guests referred
  • Track visit completion
  • View guest feedback
  • Performance stats

Communication

  • Direct messaging with restaurant
  • Special request submission
  • Booking modifications
  • Issue reporting

Reporting

  • Monthly referral summary
  • Commission statements
  • Guest satisfaction scores
  • Partnership performance

​
Best Practices

Relationship Management

  • Visit hotel partners monthly
  • Meet concierge teams in person
  • Provide menus and training
  • Host concierge appreciation events

Service Excellence

  • Always honor special requests
  • Manager must visit table
  • Send thank you to concierge after each visit
  • Handle issues with urgency

Clear Communication

  • Confirm reservations immediately
  • Update on any changes
  • Report any guest issues
  • Share positive feedback

Data Hygiene

  • Update contact information quarterly
  • Remove inactive hotels
  • Track staff changes at hotels
  • Maintain accurate commission records

​
Operational Workflows

​
New Hotel Partner Setup

1

Initial Meeting

  • Meet hotel manager and concierge team
  • Present restaurant and menu
  • Discuss partnership terms
  • Set commission structure
2

System Configuration

  • Add hotel to Hiro database
  • Set classification level
  • Configure commission rate
  • Create custom tags for tracking
3

Training

  • Provide reservation process training
  • Share menu and wine list
  • Demonstrate booking system (if integrated)
  • Provide direct contact numbers
4

Launch

  • Send welcome package
  • Activate partnership status
  • Schedule first follow-up (30 days)
  • Begin referral tracking

​
Monthly Partnership Review

  1. Generate Performance Report
    • Referrals this month
    • Revenue attributed
    • Guest satisfaction scores
    • Any service issues
  2. Review with Hotel
    • Share report with hotel manager
    • Discuss opportunities
    • Address any concerns
    • Plan upcoming promotions
  3. Process Commission
    • Calculate commission owed
    • Generate invoice/statement
    • Submit for payment
    • Confirm receipt with hotel
  4. Plan Next Month
    • Set referral goals
    • Schedule events or promotions
    • Update menus if changed
    • Confirm contact information

​
Technical Specifications

Data Storage:
  • Hotel profiles: Unlimited
  • Referral history: 5 years retention
  • Contact history: Complete log
  • Commission records: 7 years (tax compliance)
Performance:
  • Hotel list loads 500+ properties instantly
  • Search results in <50ms
  • Export handles 1,000+ hotels
  • Commission calculations real-time
Customization:
  • Custom fields per hotel
  • Configurable commission structures
  • Custom tags and categories
  • Flexible classification schemes

Build docs developers (and LLMs) love

Get started for freeTalk to us