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Guest Profiles

Guest profiles allow you to summarize your regular and frequent guests information. This is like an address book of your guests that includes information about the guest s first stay, most recent stay, total amount spent at your hotel and the last rate the guest paid. From each guest profile you can access the detail history of the guest bill each time they stayed at your hotel.

If your hotel does not have a lot of frequent guests, you may not want to create guest profiles for all guests or you may not want to use this feature.

Go to Setup > Configuration > History to select the options to automatically create Guest Profiles and how you want to use the feature. Click here for more information on the History category. This information can be changed as you wish and you will be able to run reports and mailing labels from this information in the Reports section of the program.

Entering Guest Profiles

To access Guest Profiles, go to Back Office > Guest Profiles. A profile can be entered manually be clicking Insert.

Name​

When the guest profile is created from a reservation, most of the information on the Name tab is entered automatically including the guest name, address, email address and phone numbers.

Find All - Select this option to display past reservations that have not been purged from roomMaster, current in house folios and all past folios that have been transferred to guest history. This makes it easy to locate detailed history for a specific stay for the guest.

Mailing Options - Use the Opt Out option to remove your guests address or email address from the respective mailing lists. Select the proper status from the drop down box.

  • Always Send (0) - The address and email address from the guest profile will be included in the Guest Profile Labels and Guest Profile email exports created. The email address will also be included in any Guest Profile Letters sent through the Letter Scheduler.

  • Do Not Mail (1) - The address will not be included in the Guest Profile Labels.

  • Do Not E-Mail (2) - The email address will not be included in Guest Profile email exports or included in a batch of letters sent though the Letter Scheduler. They will still receive confirmation letters emailed from the reservation.

  • Do Not Mail or E-Mail (3) - The guest address is excluded from Guest Profile labels and the email address is excluded from the guest profile email export and any letters sent through the Letter Scheduler.

  • Get/Update Mail Address (4) - Mail has been returned to the hotel so the Guest Profile has been marked to obtain new mail information the next time there is contact with this guest. (ie: pulling up a reservation with this Guest Profile)

  • Get/Update E-Mail (5) - E-Mail has been returned to the hotel so the Guest Profile has been marked to obtain new e-mail information the next time there is contact with this guest. Items marked with this will not be included in Letter Scheduler or Email Exports.

tip

When writing SQL queries, this field is VIP:SKIPMAIL and is a value 0 through 5, as noted in each option above. To exclude everyone who has opted out of emails, you would do VIPFILE.SKIPMAIL < 2 to include anyone with a value of 2 (Do not email) and 3 (Do not mail or E-Mail)

Place guest on unwelcomed list - Select this option for guest that were problematic. Click here for more information.

Personal​

Enter detailed information about the guest including their likes and dislikes. Sales and stay information is displayed in the statistics section.

Stay Information​

Payment token information will be entered here if the profile is created from a reservation. For PCI Compliance the Do not save Credit Card Information to Guest Profile option should be checked in Setup > Configuration > History. Information about the guests room type and room preferences can be entered here along with rate details. You may offer a frequent guest a special rate for their business.

Special​

If the profile is created from a reservation, the userfields and any custom fields from the reservation will be entered automatically, but can be edited later.

Memberships and Profile Expiration Dates - There may be times when you wish for a guest to no longer be able to check-in or that they pay a membership due at certain periods. You can enter an expiration date on the Special tab of the Guest Profile. A guest will not be able to check-in after that expiration date. Once a membership due has been paid, simply update the profile to a new expiration date. If there is no expiration date, the guest will always be able to check in.

Inquiry Information​

Guest profiles can also be used to track potential clients. Keep track of Prospects by entering information regarding how they heard you of your property and how they contacted you. You can also enter information to keep track of communication sent to the prospect using the reports available in Reports > Groups, Guest History and Profiles.

Notes​

Enter any special notes about the guest. These notes are not transferred to reservations attached to the guest profile.

Selecting Guest Profiles

If you use Guest Profiles, roomMaster looks for possible matches and prompts you to select the repeat guest from a list of current guest profiles. After selecting a profile, if any information you have already entered for the reservation is different, roomMaster will prompt you that the information is different and ask if you want to update the profile. Only information included on the profile will be updated. If the corresponding field on the profile is blank, the field on the reservation will not change. This is an easy way to keep guest information accurate and up to date. Unless disabled in Setup > Configuration > History, roomMaster will notify you if the rate on the current reservation is different than the rate they had last time. You can let roomMaster change it or leave it.

To maintain better control over the information on the Guest Profiles, select the Do not save more than address and name to Guest Profile under Setup > Configuration > History. With this option on, only the guest name and address will be saved in the guest profile. Other information including userfields 1 and 2, Extrafields, and Direct Bill and Company accounts, must be input manually. Controlling what is on the profile controls what information will be entered on the guest reservation when the profile is selected.

Example: Let's say you enter frequent stay numbers in Extrafield 1. This should be included on the guest profile so it appears on each future reservation for the guest. If you are also tracking the Market Code and Source of Business, usually Userfields 1 and 2, you may not want to include these on the guest profile, because the guest could make their first reservation over the phone, but book their next stay through a website. The second reservation would be entered in roomMaster through WorldLink, and probably have a different Market Code and Source of Business. For their third reservation, the guest finds your website and books through WebBook. Their reservation could again have a different Market Code and Source of Business. Since the Market Code and Source of Business are blank on the guest profile, it would not be copied into any of the reservations, but the frequent stay number would once the profile is selected.

Even if you do not have a members or frequent stay program, but have many returning guests, like a construction worker coming to a local site, or a business professional coming to the national office for training, they could still make reservations through different channels and you would want to be able to track where your reservations are coming from.

Combining Guest Profiles

roomMaster gives you the ability to combine information from one guest profile to another. This is very useful when a separate guest profile is created because of a typing error or the guest moved and a new one was made with a new address.

When you combine guest profile all the statistics and folios associated with one folio are combined with the other folio. To combine guest profiles, highlight the guest profile you want to move and click Move to New Guest Profile. Enter the guest profile number to combine with the highlighted profile with and click OK. The Statistics on the Personal tab of the combined profile will include the totals for both profiles. The History Detail will also display all folios from both profiles.