Property Management System Requirements: Guest History
By Jeff Sefton
Guest History is an important property management system module because it helps your business build guest information in order to help facilitate better customer service and repeat business.
Guest History is generally made up of contact information gathered during the reservation process including:
- Name, address, phone number, email address, etc.
- Rates and room types booked on previous stays and the dates of those stays
- Previous source of business information i.e GDS, website, walk-in, etc.
- Market segment information i.e. AAA member, a corporate account member, convention guest, independent traveler, etc.
Guest history can also be used to track special guest requests. For example, if a guest prefers a lower floor or is allergic to feather pillows, it is helpful to record this information to anticipate guest needs for future stays.
Other Important Guest History Functions
- Exporting data for email marketing, direct mail campaigns, etc.
- Interfacing to systems that focus on Customer Relationship Management (CRM) and/or guest loyalty programs
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