Department: Front Office (Reception)
For: Front Office/Reservation Employees
Supervisor: Front Office/Reservation Manager

Keeping guest profiles updated is important to provide an optimal guest experience and building information for future analysis.

Note: Different PMS systems might name things differently. 

Types of profiles:

  • Guest Profile. These are created for each guest who makes reservation in the hotel and should be filled out with as much information as possible. Make sure that the guest’s name is spelled correctly.
  • Travel Agent Profile. All travel agents and tour operators should be created in this section as master profile. All branches should be put in
  • Source Profile. Source Profiles are used to track business from representative offices of companies.
  • Company Profiles. A Company Profile is to be used only as a Master profile for the entire company.
  • Source Profiles used to track business from representative office of the companies. Created by reservations department.

Avoid duplicate (doubling) profiles:

  • When you create a new reservation first search for the guest profile to avoid double profiles.
  • Always check all arrival guests guests one by one for an existing profile in the system, if profile exists choose it, if multiple profiles for the same person/company then merge these profiles.
  • Properly fill in all information - Always fill in as much information as possible in the guest's profile: all passport and contact details, guest's preferences, problems/positive occurrences during his/her stay. Follow international and local rules for registering and storing guest information.
  • Telephone numbers always start with +Country Code
  • All names and surnames are to be kept in Latin letters in the system, but local language writing is to be put to the profile by using alternative name option. If your system do not have this, then use Name ENG / Name LOCAL

Be very careful when changing profiles on a reservation:

  • If guest needs a bill on company’s name be accurate with the profile, don't change existing, create a new one or search for exciting on the second window in the guest's bill so that original reservation and name remain.

Important things to pay attention to:

  • When merging profiles, pay attention to choose the more detailed profile and make it the master profile. Don't forget to note and add information that will be lost during the merger procedure.