With the rapid development of Internet technology, the field of hotel management has begun to carry out informatisation construction, through which the management level and operational efficiency of hotels can be improved. The traditional hotel management work with a complex structure and cumbersome process is facing huge challenges. Therefore, this paper aims to design, develop and implement a small and medium-sized hotel management system based on customer relationship management (CRM), according to the characteristics of small and medium-sized hotel management. Management and system setting management of small and medium-sized hotels can reduce the hotel operating costs and increase the profitability by using this system. The department and employee performance appraisal can be divided into four dimensions, finance, customer, internal business process, and learning and growth for job analysis and design, using the key performance indicator method to lock key appraisal indicators, and ignore or omit irrelevant or insignificant indicators. Then the analytic hierarchy process is used to scientifically determine the indicator weights. The Delphi and in-depth interview methods are used to complete construction of the performance appraisal system, and the constructed CRM performance management system is used to achieve the hotel’s strategic goals, thus completing the fundamental goal of using the CRM model. The slacks-based measure model is based on the assumption of variable returns to scale, considering that the input redundancy and output deficiency of ineffective decision-making units are measured based on their slack. This paper defines input inefficiency as the ratio of input slack to actual input, and output inefficiency as the ratio of output slack to actual output. The total input inefficiency rate of the hotel industry in China’s ineffective provinces and regions is 0.458, while the total output inefficiency rate is 0.077, indicating that if the total investment in the hotel industry is reduced by 47.8% on average and the total output is increased by 6.9% on average, the hotels in these ineffective provinces and regions can all be relatively effective. Finally, the overall performance of the system will be evaluated, and a set of safe, convenient and friendly hotel management system will be developed.