Tbilisi Classic Hostel Case Study: Zoho CRM

At a glance

Bookings from all channels in one place

Rooms allocated without clashes

Check-in and services logged

Occupancy and revenue reporting

The challenge

What Tbilisi Classic Hostel needed to fix

Tbilisi Classic Hostel is a lodging business in Tbilisi, Georgia. Bookings come from online channels and run through room allocation, check-in, stay and check-out.

Channel bookingsBookings arrived from several online channels.
Room allocationRooms and beds had to be allocated without clashes.
Check-in and servicesGuest arrivals and services needed tracking.
Occupancy reportingThe owners needed occupancy and revenue reports.

Hotel front desk under a crystal chandelier. Photo credit

Before and after

What changed for the team

BeforeAfter

Bookings arrived separately from several different online booking channels

Bookings from all channels are held in one place

Rooms and beds had to be allocated without clashes

Rooms and beds are allocated in Zoho Creator without clashes

Guest arrivals and services during each stay needed tracking

Check-ins and guest services are logged for every stay

The owners needed reports on occupancy and revenue for the hostel

Occupancy and revenue reporting is available to the owners

How it works

The business process, step by step

01
Booking
Bookings from online travel agencies arrive through a channel manager, which updates room availability in the Zoho Creator room and bed app, so bookings from every channel are held in one place.
02
Room allocation
Staff allocate a room or bed for each booking in the Zoho Creator room and bed management app, which shows current allocations so beds are assigned without clashes.
03
Check-in
Guests receive check-in notifications, and on arrival staff check them in against the booking. The guest record in Zoho CRM keeps their details and any previous stays.
04
Guest services
Services used during the stay are logged against the booking, so staff have a record of what each guest has used before they check out.
05
Check-out
At check-out, the stay and any services are settled with the guest. Card payments are recorded in finance, and the room or bed becomes available again in Zoho Creator.
06
Invoice and occupancy
Zoho Books issues the invoice and records the payment. Booking and payment data then support occupancy and revenue reporting for the owners of the hostel.

The solution

What we built for Tbilisi Classic Hostel

Shyphan delivered the project on Zoho CRM, Zoho Books and Zoho Creator, covering a 6-step process with 3 integration points.

Room and bed management

Zoho Creator interface — Zoho Creator product screenshot, for illustration

Guest records and repeat stays

Zoho CRM interface — Zoho CRM product screenshot, for illustration

Invoices and payments

Who uses it

Reception staff

Allocate rooms and beds, check guests in and out, and log the services used during each stay.

Guest relations

Keep guest records in Zoho CRM, including repeat stays, so returning guests are recognised.

Bookkeeping

Issue guest invoices, record card payments in Zoho Books and keep the hostel's accounts up to date.

Owners

Review occupancy and revenue reporting built on the hostel's booking and payment data.

Architecture

How the systems connect

InputsChannel managerCard payments

Delivered by Shyphan

OutputsCheck-in notificationsOwner reports

Integrations

Channel manager to rooms
OTA bookings update rooms.
Card payments to finance
Payments recorded.
Check-in notifications
Guests notified.

Reports and dashboards

Occupancy report

Rooms and beds occupied over time, based on the allocations held in Zoho Creator.

Revenue report

Revenue from stays and guest services, drawn from invoices and payments in Zoho Books.

Room allocation board

Current and upcoming room and bed allocations, so staff can see availability at a glance.

Repeat guests

Guests with previous stays recorded in Zoho CRM, for recognising returning visitors.

The results

What the system does now

Bookings from all channels in one place
Rooms allocated without clashes
Check-in and services logged
Occupancy and revenue reporting

Delivery

Five phases, discovery to support

01
Discovery
Process mapping, documents and data reviewed with each team.
02
Design
Target flow agreed across 3 apps and 3 integration points.
03
Build
Apps configured, custom logic built and integrations connected.
04
Test and train
User acceptance testing with real scenarios and role-based training.
05
Go-live and support
Cut-over, hypercare and ongoing improvements.

Local rules built in

Georgian VAT

18% VAT applied where the business is registered.

GEL accounting

GEL base currency with guest payments in other currencies.

Guest data

Guest personal data kept to what operations need.

FAQ

Questions about this project

How do OTA bookings reach the hostel's system?

Bookings from online travel agencies come through a channel manager that updates room availability in the Zoho Creator room and bed app. This keeps bookings from every channel in one place and helps staff allocate beds without clashes.

How are rooms and beds allocated?

Rooms and beds are managed in a Zoho Creator app, where staff allocate each booking to a specific room or bed. Because allocations are held in one place and kept up to date by the channel manager, beds are allocated without clashes.

What does Zoho CRM do for the hostel?

Zoho CRM holds guest records and their repeat stays, so staff can see when a guest has stayed before. Invoices and payments are handled in Zoho Books, and room and bed allocation runs in Zoho Creator.

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Tbilisi Classic Hostel

What Tbilisi Classic Hostel needed to fix

What changed for the team

The business process, step by step

Booking

Room allocation

Check-in

Guest services

Check-out

Invoice and occupancy