The Guest Experience Manager (GXM) provides a central platform for the individual guest profiles available in the hotel group. You can search for, locate, edit, and add central profiles and their details. This includes group-wide information. Guest Profile details include guest preferences, payment and guest card details, activities relating to the guest, campaigns the guest has received, stays, revenue and other relevant information.
In this article:
- Signing into Guest Experience Manager
- Searching for a central guest profile
- Guest profile search - description of available search options
Using Guest Experience Manager you can view:
- The guest profiles available in the central database and manage them.
- The properties where a guest has stayed.
- The reviews a guest has submitted.
- The communication a guest has received.
- The RFM status of guests and identify best guests.
- The loyalty status of a guest if a loyalty program is in use.
- If the guest has subscribed to the newsletter.
- The interests and preferences of a guest.
Signing into Guest Experience Manager
You can sign into Guest Experience Manager via the NextGuest CRM Portal, by entering the web address directly, or via the App Launcher icon in the top navigation bar available from any of the NextGuest CRM applications.
- Sign into the NextGuest CRM portal.
- Select Guest Experience Manager.
The system displays the Guest Experience Manager start page with the profile search options and the navigation on the left.
Searching for a central guest profile
Using the Search page in Guest Experience Manager, you can search for existing guest profiles according to varying search criteria. For example, by guest card, profile details, or profile status. You can also carry out partial searches on the name and city fields.
- In the guest profile search page, enter your search parameters.
You can search by entering the first letters of the first name and last name and add stay criteria, for example, a hotel selection. For a description of the available search fields, see the table below. - For a quick search, use the Profile Quick Search field on top.
Here you can search for any information available anywhere in the guest profile. Additionally, you can search for any part of the name, first name, and city by prefacing the string with a percent sign %.
For example,if you enter %eckle in the Profile Quick Search field,
The system returns all guests whose guest profile contains this string anywhere in the name or other fields, such as for example guests named Checkley, Eckler, Steckler, Beckles, Beckler, etc.
Since any part of the guest profile is queried, this search may take a tick longer. - When you have entered your search parameters, select the Apply option in the top-right corner or press Enter to start the search. The system displays all matching guest records in a tiled view.
Please ignore the "xxxs" in some of the profile tiles. They have been anonymized for privacy reasons. You can see at one glance the value of each guest by the stay, hotel, night, and revenue information displayed in the thumbnails below each tile.
By default, the system displays the most recent profiles first. You can change the sorting order by selecting another order from the drop-down available in the top-right corner of the profile dashboard.
For a description of the tiles and how to view and edit profile details, see NextGuest CRM - Guest Experience Manager - how to view and edit guest profile details.
Guest profile search - description of available search options
|
Search field |
Description |
|
Profile Quick Search |
Use the Profile Quick Search for any detail that is part of the guest profile, for example search by name or a part of an email address, such as %@nextguest.com
This search would return guest profiles that have this part of an email address in their email field. |
| First Name / Last Name | First / Last name of the guest. You can enter the complete name or the first few letters. |
| Email Address | Search by the email address of the guest. Please note that this is an exact search; this means that you need to enter the entire email address in order to locate the guest profile. Alternatively, to search for a part of the email address, preface the string with a percent sign %. For instance, %@cendyn.com will return profiles whose email address includes this string. |
| Login ID | Search by the Login ID of the guest. When accessing the guest member portal of the hotel group, guests can use the Member Number and password for logging in. Alternatively, guests can choose their own Login ID (in the Change Profile menu in the guest member portal) and use the ID instead of the Member Number for logging in. |
MEMBER DETAILS
| Is Loyality | Activate the toggle switch to locate loyalty members. |
| Membertype |
Member type search. Select the required member type from the drop-down. Prospect: During the automatic checking and matching process, some PMS profiles are promoted automatically to central profiles, if they have a valid email address and a certain member card type or a valid address. (This is customized according to the requirements of the hotel group.) Other membertypes: The additional available member types are set up during the implementation of the system and specific to the hotel chain. |
| Member Level |
Only applicable if the member type comes with levels. Frequent guest and frequent flyer programs often offer several loyalty or award levels. This is set up according to the requirements of the hotel chain. |
| Member Number |
You have to enter the complete number in the Member Number field. A partial search is not possible. |
CONTACT
| Emailable | The Emailable flag shows that a profile is open for receiving emails, i.e. the opt-in status for emails is active. Activate the toggle switch to locate emailable profiles. |
| Mailable | The Mailable flag shows that a profile is open for receiving regular mail, i.e. the opt-in status for regular mail is active. Activate the toggle switch to locate mailable profiles. |
HOTELS / STAYS
| Hotel |
Locate guests with reservations or stays in one or more selected hotels. Select the required hotel(s) from the drop-down. Note: You can select several hotels at once by selecting one and then selecting another hotel by using the drop-down again. Caution: If you worked with data imports, the imports display in the hotel drop-down. |
| Is checked in | Indicates if the guest has a checked-in status at the moment of search. |
| Review Score / Customer Satisfaction | This option is available if there is an integration with a review system. |
| Stay Date From / To | Search for guests with reservations or stays with matching arrival or departure dates. |
| Point in Time | Select to search for guests with a stay (= past) or with a reservation (= future). |
| Booking Reference | Search for guests with reservations or stays with matching PMS Register or CRS Reservation numbers. |
STATUS
| Show Inactive |
Activate the toggle switch to include inactive profiles. inactive profiles do not display in the regular search lists. |
| Has open Activities | Activate the toggle switch to locate profiles with open activities. |
| Profile Status | Locate profiles with a specific profile status. Select the status from the drop-down. |
| Blacklist Status | Locate profiles with a blacklist or cashlist status. Blacklisted and cashlisted profiles are easy to identify in the profile display by the banner: |
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