Guest profiling refers to sourcing and saving guest information in ResRequest. It can be as in depth as you want but generally includes recording information like: guests names, contact details and preferences on a Guest Profile sheet, as well as information specific to their visit, e.g. guide, special sightings, highlights, on the Trip History sheet. You can report on this information and use it to improve marketing efforts and encourage customer loyalty. Guest Profile information may be recorded from the Rooming Calendar.
This information can be recorded on the Guest Profile and the Guest Tripsheet. The Guest Profile includes personal information and the Guest Tripsheet includes the guests trip history, i.e. the details of each trip the guest had with you. This information is generally recorded while the guests are checked in at the lodge.
Building a Guest Profile is essential for your marketing team to implement an effective Customer Relationships Management strategy. This information is also extremely important for the lodge when you welcome back repeat guests – knowing details about their last trip, e.g. favourite room, food allergies, favourite guide – enables you to cater for them during their stay. The lodge staff are the best system users to build the guest profile as they get to know the guests intimately during their stay.
For instructions on how to add to the Guest Profile, see the Recording guest details tutorial.
Recording a Guest Trip history to your guest profile is essential for many areas of your business. Having trip history data means your marketing team can simply pull a report for all the guests that participated in a particular activity and send them a mailer of upcoming events that may encourage a repeat visit. At the lodge, staff can see when the guests stayed with them in the past. They can easily see what the guests liked about their previous trip and proactively address any issues that were highlighted.
For instructions on how to add to the guest history on the Guest Tripsheet, see the Recording guest details tutorial.
The Guest History report is the most effective way of compiling and using the guest information that you have recorded. For upcoming arrivals, you can see the compliments, complaints and preferences of repeat guests so you can prepare for their arrival.
Watch this short video tutorial explaining how to report on guest information compiled in the Guest Profile and Guest Tripsheet.
For more information on using the Guest History report, see our GRM reporting tutorial.
