From 'Manage Guest Profiles' the property manager can manage all past, present and future guests in one central dashboard.
The following features are available from 'Manage Guest Profiles' -
- Search for guests
- Merge guests into one contact for guests with multiple entries
- View all past, present, and future reservations or quotes for a guest
- View/Comment communication history
- Enter and store notes about a guest
- Create marketing categories to apply to guests (repeat guest, snowbird, VIP, etc.)
- Add new leads
- Import leads from an external leads list
- Template spreadsheet download provided
- Import leads to a specified marketing category
- Create a new reservation for an existing guest
To access Manage Guest Profiles, go to:
- Manage Guest Profiles
Within Manage Guest Profiles, all guests, leads who have quoted or inquired, and leads are stored as a record.
Use the filters to locate a specific guest or lead by entering any of the known contact details in the fields. Click "Search" to load the results, or instead of applying filters, click "Search" to load all CRM contacts in the database (this may take a little longer to load).
There are three contact types:
- Account - a guest with a confirmed booking
- Lead - an inquiry or someone who has signed up for the newsletter
- Opportunity - a potential guest that has been quoted
These types are useful to determine what kind of contact it is and marketing emails can be created, as well as automated to these specific contact types.
For example, a marketing email could be created to only send to leads encouraging them to book.
Search for a Contact
Again, either use the filters above the table to locate a specific contact, or once all contacts have been populated, simply type the name of the contact in the applicable field.
The database will load all records based on the name that has been entered.
To clear the results, simply backspace or uncheck the filter below the table:
Often duplicate records are created if two separate bookings are added for a guest, or if a guest quotes and then books separately.
To keep the database clean and easier to locate a specific guest, records can be merged into one.
For instance, there are three records for the guest "Bob Brown" in the database:
The last record has the most data, such as "Bob's" contact details, so it is recommended to merge the other contacts into the record that contains the most data.
To merge the records, select the checkbox for each one from the first column.
The record that is selected FIRST is the record that will be kept and the other's will be merged into.
Next, click the "person" icon to open the Guest Details Window.
Select "Merge Records" and then click on "Merge."
Notice the window states the contact ID that the records will be merged into and asks to confirm before you proceed. Make sure that this is the correct contact ID before clicking "Yes" to merge.
The CRM stores all past, present, and future reservations for the guest, plus all of their contact information, payment methods, and history.
To view this information for the selected guest, click on the "person" icon:
Expand each panel to see more information.
See or enter the guest's contact information such as name, phone number, address, etc.
See or enter the guest's address. To save time, enter the address in the "Combined Address" field which can be in any format. Then click on "Tidy Address" which is connected to Google Maps. It will automatically clean up and format the correct address.
If this was done correctly, be sure to click "Split address correct" so the system knows to use this address for emails.
Enter any notes or comments about the guest. For example, "Bob Brown stays once a year, he is a snowbird. Offer discounted rate."
Reservations & Quotes:
View past, present and future reservations. "R" is for reservation, and "Q" is for quote within the type column.
Reference any past bookings, the property that the guest stayed in, as well as their arrival and departure dates. Click on the "Reservation Folio" icon to see full booking details.
See activity or stored interactions with the guest. Click on "Emails" to see a log of all the automated CRM emails that have been sent.
Guest Pass Account:
See the username for the guest to login to the Guest Portal. The password is automatically generated by the system, but it can be reset here. To email this to the guest, click "Email to guest."
Please reference the manual above for more information on how to merge guest records.
Enter the guest birthday, anniversary, or other information. This can be used to create marketing emails such as, "Happy Birthday, here's 10% off your next stay with us!" Learn more about this in the "Email and Rules" manual.
See any stored credit card payments for this guest. To add a new credit card to save on file, click the "Plus" icon. Please note, credit card information is only stored for six months and it is encrypted to meet PCI compliancy.
Categories can be created and applied to the record for marketing purposes. Email blasts can be automated and sent only to certain categories to accurately target specific people.
Some examples of categories include:
- VIP Guest
- Repeat Guest
- Sports Team
- Front-line Worker
To create a new category, click "Categories" and then click the "Plus" icon to add a new category.
To apply a category to a record, click the dropdown within the "Category" column and select the applicable category.
To learn more about sending automated emails to a specific category, please click here to read the manual on CRM Email Rules.
Add Booking to an Existing Record
To prevent duplicating a record, and to save time from having to reenter the guest's information, a new booking can be generated directly from the record.
To add a new booking, select the applicable record by clicking the checkbox in the first column.
Then, either click "Ctrl + B" on the keyboard or click the "Add Reservation" icon.
The checkbox MUST be enabled for the contact details to populate within the new booking.
Specify the booking information from the window and click "Add" to add the booking. Notice, Bob's name has automatically populated:
A lead can be manually added to the database or multiple leads can be imported from an Excel spreadsheet.
To manually add a lead, click on "New Lead," enter the email address, and then click "Add" to save.
To import leads from an Excel spreadsheet, click on "Import" and follow the instructions from the window.
First, click "Get Template" which will download the Excel file to the computer. Once the leads have been added to the Excel spreadsheet, then "Select file" and the import will begin.
Depending on how many leads are being imported, it may take several minutes to complete the import.