Hospitality

Hospitality · vertical overview

The Hospitality vertical turns SellioCRM into the commercial hub of a hotel, resort, event venue or tour operator: one profile per guest, bookings with a deadline, groups, events with a frozen banquet event order, three-tier quotes, channel commission, tours with a manifest and a read on demand along both axes. It is optional, starts turned off, and it does not replace your property management system.

The Hospitality vertical is an optional SellioCRM module for businesses that live on lodging, events and experiences: hotels, resorts, event venues, clubs and tour operators. While it is off, nothing changes in your CRM: the Hospitality menu does not even appear. Once it is on, the Hospitality screen gathers the whole commercial operation into tabs, from the front desk queue to the AI briefing. One thing to be clear about from the start: it is not a PMS and it does not replace your property management system. The CRM never produces a guest folio, never runs a night audit and is never the accounting authority over a room. What it does is what a PMS does not do well: relationships, selling, groups, quoting, channels and reading demand.

How to turn it on

Open the Hospitality page from the menu. If the vertical is off, the page shows the notice saying it is turned off.
If you administer the organization, click Turn on hospitality. The change applies to the whole organization and opens the menu and the tabs to users with permission.
If you are not an administrator, the page shows the message asking an administrator to turn this vertical on.
Once it is on, register at least one property (name, time zone, currency) and its units. Groups, events and venues are always tied to a property.

💡 The property's time zone is validated when you save it, and it is what governs deadlines and nightly rates. A resort in Cancún and a hotel in Lisbon in the same organization do not share midnight.

The map of the tabs

The Hospitality screen has 16 tabs. Each one has its own article in this Help Center; here is the map:

Front desk: the single queue for the day, ordered by the cost of waiting, with the counters Arrivals, Departures, In house, Open cases and Holds expiring.
Bookings: create a booking, hold it tentatively with a deadline, waitlist, challenge, confirm and cancel.
Groups: room blocks with a cutoff date and the block's pickup.
Events: events by property, revenue lines and the frozen banquet event order.
Quotes: three-tier proposals (Basic, Better, Best) with the exchange rate frozen at issue.
Departures: tour departures with a manifest, boarding and cancellation with a reason.
Itineraries: multi-day itineraries with vendors, cost, price and margin.
Venues: hourly calendars for function rooms and tables, with setup and teardown.
Tickets: issue with a QR code, admissions used and revocation.
Loyalty: the guest's point balance and tier in your own program.
Commission: agency and OTA statements, with a reversal recorded as a new entry.
Rate parity: prices observed by channel and net attribution by channel.
Service recovery: service cases to resolve before check-out.
Reputation: NPS and review requests, with the blocks visible.
Pace and pickup: demand along both axes, against last year.
AI briefing: a reading generated over aggregates only.

Own units and mirrored units

Every inventory unit (room, table, function room, tour seat) declares who owns the inventory: the CRM itself, or a mirror of another system. An own unit is bookable here, with all the rules for holds and waitlists. A mirrored unit comes from a PMS or an external channel: the CRM shows availability along with how old the data is, but does not allocate it, because confirmation belongs to the source. On the new booking form, mirrored units are left out of the picker, and the screen tells you how many were left out, so the front desk never concludes they do not exist.

Tentative holds with a deadline, and the waitlist

A tentative hold consumes real inventory: it blocks the date for someone else. That is why it requires a deadline. Without one, a hold would block the date forever, and the form simply will not let you create it that way. Once the deadline passes, the hold expires on its own and the inventory comes back. If another guest wants the same date, the Challenge button shortens the deadline on the existing hold, and only shortens it: a challenge never gives more time to whoever is sitting on the date. When a date is full, a booking only joins the waitlist if you check that option, and whoever is waiting is promoted automatically, in order, as soon as space opens. Two simultaneous requests for the last unit are settled by the database, never by luck.

The policy is frozen onto the booking

Deposit, cancellation and no-show policies are published in versions. When a policy is stamped onto a booking, the terms in force at that moment are frozen into it: publishing a new policy later does not reach back to an older booking. The guest cancels under the rule that applied when they booked, and the cancellation and deposit simulations calculate against what was frozen.

Example: The Mar Alto inn turns the vertical on, registers the property Mar Alto Beach (time zone America/Fortaleza, currency BRL) and 12 of its own units. A group asks for 4 rooms over New Year's Eve: the front desk creates a hold with a 72 hour deadline. The next day another family wants the same dates: the front desk records the booking with the waitlist option checked and challenges the hold, which now expires in 24 hours. The group never confirms, the hold expires on its own, and the family on the waitlist is promoted without anyone typing a thing.

What the vertical does not do

It does not produce a guest folio and does not replace the PMS: mirrored units are read-only, with the age of the data always in view.
It does not rule on whether your waivers are legally valid: the software guarantees versioning, immutability and a boarding block; the wording belongs to your legal team.
It does not add up amounts in different currencies on a statement or in a package: when there is a mix, it shows the figures by currency and points out the pieces left out.
It does not send personal data (allergies included) to the AI: the briefing uses aggregates only.

💡 Once it is on, start with the Bookings tab to set up your everyday flow, and with the Pace and pickup tab to watch demand build. The other tabs come alive as groups, events and channels enter the system.

Open this article inside the system →