Customer satisfaction index1. Security: personal security, protection security and storage security2. Convenient: help unloading luggage, quick checkout, alternative consumption mode and adequate reimbursement invoices3. Private: quiet rest environment, secret reception of visitors and hidden gift distribution method4. Respect: Initiative to say hello, call the office and help them call a car, etc. Customer Loyalty: Customer loyalty is related to the degree of customer satisfaction, it is a quantitative concept. Customer loyalty is due to the quality, price, service and many other factors that cause a company's customers to express a preference for the products or services produced and the extent of long-term repeat purchase of this product or business service. Measurement of customer loyalty: Customer loyalty is a quantitative index of customer loyalty, generally three main indicators can be used to measure customer loyalty, these three indicators are:1. Overall customer satisfaction (can be divided into very satisfied, somewhat satisfied, satisfied, not satisfied and very dissatisfied);2. Probability of repeated use (can be divided into more than 70%, between 70-30% and less than 30%).3. Recommend to others (very likely, possible and impossible). The loyalty management of our hotel customers is not only the management of existing customers, based on the development of our hotel, the management involves the production, development and decline of the hotel's loyal customers. the entire life cycle of the entire process. The need to strengthen the entire management knowledge and provide corresponding countermeasures will be helpful to improve customer loyalty in hotel management, hotel competitiveness, promote development...... middle of paper ...... collection: different or same customers in different periods and the demand of different customers is varied, for example: types of rooms, newspapers, brand of products and smokers. Some information can be predicted, classified, some cannot. The goal of CRM?1. Efficiency: Through the adoption of information technology, it is possible to improve the automation of business processes, realize the hotel in the field of information sharing, improve the working capacity of hotel staff, reduce training needs, make more efficient operation within the hotel2. Develop the market: the new business model (network) to expand the scope of hotel business activities, also seize market opportunities, to occupy more market share3. Building customer loyalty: customers can choose their own way of communicating with the hotel, convenient access to information and better service