Merging profiles on a regular basis is a crucial exercise for providing excellent service and to build a good statistical database for future analysis and avoiding guest mistakes. This procedure is risky, if we do it wrongly we might loose information that we need about the guest. This must therefore be done cautiously and in an area without disturbance.
Department: Front Office / Reservations
Supervisor: Front Office/Reservation Manager
Responsible: Front Office/Reservation Employees
Basic Rules:
- When creating a new reservation, it is always necessary to check for existing profiles in the system. This avoids creating duplicates.
- When checking new reservations, it is essential to verify the profile for duplicates. Access the profile and look for matches. If a duplicate is found, compare the profiles and merge them. Important that we do not loose information from the profiles being merged.
- Profile merging must be done daily: When a new reservation is entered into the system, during arrivals check for the following day, and by checking for duplicates on a regular basis.
- During the last day shift, profile merging should be conducted based on the Duplicate Profiles report, pass the report from shift to the next shift, if operations prevented its completion and until the report has been completed.
Merge Process:
- Compare the information in both profiles (contact details, passport series and number, date of birth, preferences, history of stays).
- It is important to select the profile that is most complete and attach the duplicate to it. Making sure no information will be lost.
- Perform the merging according to instructions, ensuring that all necessary data is consolidated in the new primary profile.
Important things to pay attention to:
- To set who will do profile merges and when.
