Data in eInsight CRM can be used to build customized prompts for your front-line staff to elevate their level of personalized customer service. The keywords below can be integrated into your prompts. For example, use “FirstName” to insert the guest’s actual first name into the prompt. Use the prompts listed within as inspiration for creating the best prompts to meet your particular needs.
Available Keywords
|
FirstName |
MiddleName |
LastName |
|
VIP Code |
PhoneNumber |
MobilePhoneNumber |
|
Address1 |
Address2 |
City |
|
State |
Zip |
Country |
|
PMSProfileId |
Salutation |
Title |
|
Nickname |
Suffix |
CompanyName |
|
CurrentArrival |
CurrentDeparture |
LastArrival |
|
LastDeparture |
CurrentRoomType |
LastRoomType |
|
CurrentCompanyName |
CurrentGroupName |
HotelName |
|
GroupName |
LastStayedHotelName |
LastLocalStayDate |
|
DaysSinceLastLocalStay |
BrandName |
LocationId |
Prompts
Welcome Statement
|
Rule |
Number of stays at same property > 1 |
|
Prompt |
Welcome back! (They’ve stayed at this hotel before) |
|
Value Add |
Reaction capture + increased guest satisfaction |
|
Rule |
Number of stays at same property = 0; but stayed at other properties in portfolio |
|
Prompt |
Welcome first-time guest. We see you’ve stayed at, LastStayedHotelName, another one of our hotels. |
|
Value Add |
Reaction capture + increased guest satisfaction |
|
Rule |
Number of stays at any property in the portfolio = 0 |
|
Prompt |
Welcome brand-new guest. (No past stays) |
|
Value Add |
Reaction capture + increased guest satisfaction |
Email Collection
|
Rule |
Email is blank |
|
Prompt |
I notice that I don’t have an email on file. Would you care to provide one? |
|
Value Add |
Email capture report + quarterly campaign engagement = repeat revenue |
|
Rule |
Email is populated |
|
Prompt |
Would you please confirm your preferred email address still is %Email%? |
|
Value Add |
Email capture report + quarterly campaign engagement = repeat revenue |
|
Rule |
Email contains OTA generic email |
|
Prompt |
I notice that I don’t have an email on file. Would you care to provide one? |
|
Value Add |
Email capture report + quarterly campaign engagement = repeat revenue |
|
Rule |
Email Rules |
|
Prompt |
We currently have an invalid email for you. Would you like to provide an updated one? |
|
Value Add |
Email capture report + quarterly campaign engagement = repeat revenue |
|
Rule |
Email Rules |
|
Prompt |
You are currently unsubscribed from our emails. Would you like to re-subscribe to receive upcoming deals and discounts? |
|
Value Add |
Email capture report + quarterly campaign engagement = repeat revenue |
Birthday/Anniversary
|
Rule |
Stay is in birthday or anniversary month |
|
Prompt |
Congratulate and offer complimentary amenity |
|
Value Add |
Reaction capture + departure survey score |
|
Rule |
Anniversary During Stay Rule |
|
Prompt |
Happy Anniversary! Thanks for choosing to spend such a special occasion with us! |
|
Value Add |
Reaction capture + departure survey score |
Loyalty Membership Drive
|
Rule |
Not associated with a membership |
|
Prompt |
Would you like to sign-up for our loyalty program? (Collect email, if blank) |
|
Value Add |
Membership tracking + quarterly campaign engagement = repeat revenue |
VIP
|
Rule |
VIP Rule |
|
Prompt |
Provide a warm and detailed welcome to this VIP guest. Inform guest of all hotel offerings and make follow-up call 15 minutes after check-in. |
|
Value Add |
Reaction capture + departure survey score |
Special Event Notification
|
Rule |
Recommendation for GROUP bookings |
|
Prompt |
I just want to share with you that we have an event tonight… |
|
Value Add |
Reaction capture + departure survey score |
Departure Statement
|
Rule |
Date of departure date |
|
Prompt |
Thank you for staying with us. We hope to see you again soon! |
|
Value Add |
Reaction capture + departure survey score |
|
Rule |
Date of departure date |
|
Prompt |
How was your stay with us? |
|
Value Add |
Reaction capture + departure survey score |
|
Rule |
Date of departure date |
|
Prompt |
If you plan another stay with us, visit our website to book. There you’ll find our best rates and often extra luxuries and benefits. |
|
Value Add |
Reaction capture + departure survey score |
Interests
|
Rule |
Preference Code Selected |
|
Prompt |
I see you have an interest in golfing. Here is a list of local golf courses. |
|
Value Add |
Guest Satisfaction |
Upgrade
|
Rule |
RoomType |
|
Prompt |
I see you have booked our Single Queen Bed Room. Would you like to upgrade to a Single King Bed Room, if available? |
|
Value Add |
Upsell |
Property Info
|
Rule |
Information provided by hotel |
|
Prompt |
Our spa services and availability can be found in this brochure. |
|
Value Add |
Upsell |
|
Rule |
Information provided by hotel |
|
Prompt |
Our restaurant is open from 6:00 PM to 11:00 PM. Press “ABC” on your room phone to make a reservation. |
|
Value Add |
Upsell |
|
Rule |
Information provided by hotel |
|
Prompt |
Our shuttles to and from the attraction run from 9:00 AM to 9:00 PM. |
|
Value Add |
Upsell |
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