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1、Version 4 Reference Guide Guest Recognition Express August 2011 The information in this document is subject to change without notice. The most recent version of this content may be accessed through the help file within GuestWare Version 4. Names of persons or organizations used as examples in this d
2、ocument are fictitious unless otherwise noted. No part of this document may be reproduced or transmitted in any form without the express written permission of Diversified Computer Corp. Copyright and Trademarks 2011 Diversified Computer Corp. All Rights Reserved GuestWare is a registered trademark o
3、f Diversified Computer Corp. All other trademarks are the property of their respective owners. Guest Recognition Reference Guide Guest Recognition Express Implementation (PMS profile & preference centric) This version of the Guest Recognition Reference Guide assumes not all functions in GuestWare wi
4、ll be used and that PMS guest history will be used for managing guest profile demographic and preference data. GuestWare functionality will primarily be used to build incident history and WOW repeat guests upon their return. What is Guest Recognition? This module is used to track visit history stati
5、stics on the hotel s most valued guests. These guests will be repeat or VIP guests. Information from other GuestWare modules, Incident Browser, Rapid Response and Work Order, link to the Guest Recognition database. For example, guest requests or complaints logged through the Rapid Response and Incid
6、ent Browser, will link to their profile in the guest recognition database. Benefits of Guest Recognition? Ensure repeat guests are identified and acknowledged. Improve guest satisfaction and loyalty. Automatically builds and maintains repeat guest database. Allows you to be pro-active with informati
7、on provided. Increase your hotel s number of loyal repeat guests Gain a comprehensive view into all valued guest information including past problems or requests. Improve marketing efficiency and effectiveness with repeat or other valued guests. Objectives of this document: This document is intended
8、to supplement the training module you should have already received. Not every topic covered in the training is documented here. This should serve as a reference for the basic instruction for the critical functions for this module which include: How to navigate the guest list and profiles Understandi
9、ng guest profile details Understanding a guests Incidents Understanding the Arrivals process Creating Guest Reports Understanding the Guest List What Guest s are displayed? The left-hand pane will display active repeat guests who are in-house, recently departed, or arriving. Changing the Guest List
10、Filter Allows user to filter displayed Guest List based on entered criteria. 1Guest Recognition Reference Guide Guest Record Type o Enterprise is a member of a loyalty program and Global information will be attached. o Profile is a repeat gsuest of the specifsitc hotel (non-member). o Visit is a dep
11、arted 1 t time guest or 1 time visit with a reported incident. How are Profile/Enterprise records types created? All profiles (Enterprise or Local Profile) are repeat guests identified through the Arrivals process. Finding a Guest (search) Using the Binocular icon will allow you to locate a guest ba
12、sed on last name, first name, or universal Guest ID. This does not search PMS data. Request and Incidents are only the 2 modules that will allow PMS Lookup to be performed (and have a Quick Link icon to quickly update guest records as described in this document). Find and cover the Ronald Bates prof
13、ile Adding Guests Guests are added to the Guest List in a couple of ways. They are listed below: 1. Added Profiles via a Rapid Response call and Repeat Guests Matched via Arrivals. When a call is entered in the Rapid Response Module, or identified as a match during the Arrivals process a Guest Profi
14、le is automatically added. Only the information contained in your Property s PMS is carried over. 2. In-house Guests and Departures are also displayed if when you created the search you answered the prompt No Results Found. Would you like to search the entire database? Yes. 2Guest Recognition Refere
15、nce Guide To locate a guest: 1. Guests with current activity will be listed on the left hand side of the pane. 2. If the guest is not listed use the find icon (binoculars) to locate the guest by Last Name. The Last Name default can be changed to First Name, Guest ID, or Room no. 3. Search results wi
16、ll be listed on the left-hand pane. 4. You can also use the Filter button, to locate Guests by Profile Type, Arriving, Departed, In House or even Guests with Incidents. This will allow you to find a certain group of Guests. Viewing Guest Incident History The Guest Incident History form shows you a l
17、ist of all past problems experienced by guests at your facility. It will also allow you to link a new incident to this Guest as well. To open the Guest Incident List: 1. 2. 3. 4. 5. Click the Incidents tab at the top of any of the guest recognition forms. Click the Edit icon by the Incident you wish
18、 to review or edit. Review the record. Click the Edit button to add information or make changes. Click Save. 3Guest Recognition Reference Guide Using the Contact Log: This area is used to maintain your contacts with the Guests on your Guest List. To add a new Contact record, do the following: 1. Cli
19、ck the Contact Log Tab at the top of the Guest Profile. 2. Click the Add Record icon. (Folder/Green Plus) 3. Confirm the Date of contact is correct. Change if necessary. 4. Choose the Type of Contact, (e-mail, letter, phone call, picture etc. all set in database by your GW administrator) and fill in
20、 the date and time of the contact. 5. Click the specific Item (smoking damage photo, billing authorization, apology letter, gift certificate, etc. - all set in database by your GW administrator) 6. In the By field choose the Associate name reporting or making the contact item. 7. If attaching a docu
21、ment, such as a photo, comment card, letter or e-mail, click on the Attachment icon near the bottom of the screen. 8. This will open up a locate file box which will allow you to select the file you want to attach. 9. Choose a Status. 10. Click OK. 11. Click Save. 4Guest Recognition Reference Guide N
22、ote: The - Folder icon deletes attachments and the Pencil Folder icon allows attachments to be reviewed as needed. Merging Guest Profiles If you find duplicate Guest records and need to merge them together, you can complete the following: Use the Find icon to locate the duplicate record that you wis
23、h to merge into an existing profile. Click the + I.D. Numbers menu from the General Tab and then click the Merge Profile button. Click the Merge To. button and enter the Guest ID or Last Name and First Name fields of the existing profile you wish to maintain. Click the Find Now button. Valid matches
24、 will be displayed in the Guest Search window. 5Guest Recognition Reference Guide Highlight the existing profile you wish to maintain and click the Select button. Click OK. This will merge the two profiles using the Merge To ID as the remaining Guest ID. A Confirm Profile Merge? will appear. Make su
25、re you confirm that the information displayed is correct before clicking Yes, as it can not be reversed once the merge is complete. Once you click on Yes an information window will appear advising that the merge was successful. The Daily Guest Arrivals Process The arrivals process compares the reser
26、vation information from Opera with your valued guest database in GuestWare. The final result is an Arrival Report that lists your repeat guest expected arrivals with incident history. This report allows you to prepare for their arrival. Initiate matching process with Opera. Preview all potential mat
27、ches on screen and manually confirm them. Print arrival reports To initiate the arrival matching process with Opera: 1. Click the Guest Recognition menu from the toolbar to display the menu. 2. Click Arrivals. 3. Guests auto-matched based on the Qualifying Match Criteria (i.e. Marriott Rewards Numbe
28、r) or previously matched by other associates will be displayed under the Arrivals tab. 6Guest Recognition Reference Guide T ip : It is recommended that you run the arrival process periodically throughout the day to be alerted of last minute reservations. Preview all potential matches and manually co
29、nfirm them: 1. Click on the Arrival Possible Match tab. 2. Click the Possible Match button by the first potential repeat guest. 3. Review the Possible Match stays listed under Match Status. Determine if a Profile Guest Type listed matches the information on the reservation section on the top section
30、 of the pane. If not review any Visit Guest Types are a good match. If so, place a check in the Match column of the pane. Click the OK button. This creates a repeat arrival and guest information will appear on the GuestWare Arrivals report. 4. If no Possible Match previous stays appear to be the sam
31、e as the incoming reservation, click the No Match button. This will remove the guest as a potential repeat guest. 5. If no determination can be made, leave the guest as a Possible Match and return later once you have conversed with the guest and perform the above 1-4 steps. Generate the GuestWare Ar
32、rival Report: 1. 2. 3. 4. 5. 6. Click the Arrival List tab to display incoming arrivals. Click the Printer icon (or Ctrl-P) and choose the report you wish to generate. Select The Guest Arrivals with Incidents Report from the drop-down menu Enter Today for today s arrivals or Custom for a future date
33、 or date range into the filters. Click Create Now button to generate report Report can be viewed and/or printed at the top of the Reports list at the bottom of the pane. 7Guest Recognition Reference Guide Log expected arrivals for confirmed guests: 1. Click the Guest Recognition menu from the toolba
34、r to display the menu. 2. Click Arrivals. 3. In the Ready Status column change any arrival that has been reviewed and prepared to Ready. This will create an Expected Arrival record and also indicate to any other users that the reservation has been reviewed for this repeat guest. Guest Recognition Be
35、st Practices and Tips Arrivals should be completed as early as possible This could be given to Night Audit or Early AM Rooms Control person to Distribute to various departments. Extremely important all associates know there is an area where all relative data can be inputted, not just the Front Offic
36、e Staff. Spend time in the Matching Process. Don t just accept the defaults given! Think outside the box. Following through on issues to completion. 8Guest Recognition Reference Guide Check for people with issues in the past so the same issues don t happen to them again on this visit. Using the Ready check box when complete on the Arrivals Report. Choose 10% of repeat guest arrivals and plan an unexpected treat for them (log it as a positive incident) Use past incidents to make it personal. 9