Guest History and Marketing

Improve Guest Experience

Features of Guest History include:

Complete reservation history
Past preference tracking
Extensive reporting
Centralized access for all employees in all locations
Easier new reservation process for past guests
A single guest profile for guests with multiple stays

Frequent Guest & Guest Rewards Program

In addition to the standard guest history system, RDP offers the Frequent Guest Rewards feature to track all guest visits at one or more properties. Points can be awarded for each reservation. The number of points awarded can be based on seasons, room types, total dollars spent, and other variables.

Guests can make reservations that use their accumulated points as a method of payment. Restrictions can be applied to control when points can be applied. A complete history is available for all points awarded and redeemed by a guest.

Guest History Separate from Reservation History

Virtually all systems claim to have guest history, but most really only have reservation history, which is simply the ability to view checked-out reservations. The problem with reservation history is duplication. If a guest stays at the property four different times, there are four different reservations. Therefore, the reservation history will contain four different addresses.

RDP Guest history has a 1 to many relation, 1 guest history record to many reservations. If a guest stays at a property four different times, only one guest history record is created with four reservation records linked to it. Only the latest name, address, phone and email information is stored in the guest history record.

Use your guest history to improve the guest experience by offering preferred services, individual treatment and up-sell opportunity

Complete Records of Every Reservation, Folio, and Transaction

Guest history connects to every reservation, folio, itinerary, guest preferences, comments, notes, survey information and more. When a repeat guest makes a new reservation, the most recent personal information can be automatically loaded into the new reservation.

If a guest calls several months or even years after his stay with a folio question, the information is easily accessible and can be emailed to the guest instantly. Storing folio data also allows various statistical reports to be produces, including revenue by source of business, market code, rate plan, state, unit type, and travel agent.

Internet Reservation Integration

The optional Internet Reservation Module (IRM) provides on-line reservation access for guests. For returning guests, making a reservation is easy since the system can fill in their personal data. A returning guest can also view their past stays and folio information. Also, points can be used if the guest is in the frequent guest program.

Non-Guest History

People can also be added to guest history without making a reservation. This allows you to track potential guest inquiries. The system can then send a marketing material to these potential guests. Periodic mailings to potential guests can significantly increases occupancy.

Email Marketing

The system tracks multiple email addresses for each guest, travel agent, group, company, and wholesaler. Email marketing can be used to market to all guests or to certain guests based on various criteria. For example, an email can be sent to guests that have not made a reservation in the last 6 months or all guests from California. Benefits include:

Instantaneous delivery without postage costs
Easily alert past guests of property specials and news
Send mass emails to all or part of your guest history list
Use targeted emails to reach specific past guest markets

Quick New Reservations for Past Guests

When new reservations are made, the system searches guest history to determine if the guest has stayed at the property before. The search can be by name, email address, frequent guest number and other criteria. For repeat guests, the system will fill in personal information from guest history, saving valuable time for the reservationist. For new guests, the system automatically adds the guest information to the guest history database.

Personalized Service

RDP provides a complete list of guest preferences for repeat guests. For example, when a repeat guest calls, the reservationist can quickly determine what room type is preferred and any special requests for cribs, non-smoking rooms, etc. This allows the reservationist to personalize the reservation process.

The past preferences are suggestions only and can be overridden during the reservation process.

This is especially helpful when renting camping spots for RV’s.

Do Not Rent Guest Status

Guest history access while making a reservation allows a warning to indicate that there were issues with a past guest and that management would rather not rent to that individual. For example, if the guest damaged a room last stay or there is an outstanding balance, the reservationist will be notified to not rent to this individual.