Guests & CRM

Guests is the hotel's CRM. Every booking points at a guest profile, a G-code, contact details, country, loyalty tier and notes, so the front desk recognises a returning guest and management can see who actually stays and spends. Profiles are usually created by the booking wizard; the New guest button is for adding someone before their first booking or setting up a corporate account.

• Receptionists search the directory during check-in, fix a phone number, read the notes (“prefers high floor”).
• Managers use the KPI strip and tier chips for loyalty and repeat-business figures, and export the list.
• Accountants and the restaurant have view-only access to look a guest up.

Above the chips sit four KPI tiles when analytics are available: Total guests, Loyalty members(Silver tier and above), Returning rate (repeat stayers) and In-house now. Phones open the Cards view; the Table / Cards switch sits in the page head next to the search box.

1. 1
   Type in “Search name, code, phone…”

   Matches name, G-code, phone, email and company name. The list narrows as you type; the count reads “12 of 480 guests”.
2. 2
   Narrow with the chips and selects

   Click a tier chip, choose Corporate only, or pick a country. Filters combine. Clear resets all of them.
3. 3
   Click the row

   The drawer opens with the guest's name and code (plus company for corporate guests).
4. 4
   Read the three stat cards

   Total stays, Lifetime spend and Member since (the date the profile was created).
5. 5
   Scroll the Stay history

   Up to 25 most recent bookings, newest first: booking code, room and room type, dates, status badge (Checked In, Cancelled, …) and amount. “No bookings yet.” for a fresh profile.

New guest

1. 1
   Click New guest

   The dialog reminds you: “Guests are also created automatically by the booking wizard”.
2. 2
   Full name

   Required, at least two characters, otherwise “Enter the guest's name”.
3. 3
   Phone, Email, Country, Tier

   All optional except Tier, which defaults to Bronze. Email must be a valid address. Tiers: Platinum, Gold, Silver, Bronze.
4. 4
   Corporate account

   Tick it to reveal a Company name box. The list then shows a “corporate” tag next to the name and the drawer a Corporate badge.
5. 5
   Notes, then Add guest

   Up to 500 characters. The toast reads “Guest Jane Doe added” and the profile drawer is ready to open.

Editing

Open the drawer and click Edit (Guests Edit needed). Name, Phone, Email, Country, Tier and Notes become fields; Save writes them and the toast “Guest updated” confirms. The corporate flag and company name are not on the edit form, set them when the profile is created. Every edit is written to the audit log.

• Stays counts bookings whose status is Checked In or Checked Out. Cancellations, no-shows and reservations that have not arrived yet do not count, so a guest with three future bookings and no history still shows 0 stays.
• Lifetime spend is the sum of payments received on that guest's invoices, with refunds subtracted. It is not the billed total: an unpaid folio adds nothing until it is paid. A dash means nothing has been collected.
• Returning rate = guests with two or more real stays ÷ guests with at least one, as a percentage.
• Loyalty members = everyone not in Bronze. The tier chips count guests per tier across the whole hotel.
• In-house now = distinct guests with a booking currently checked in.

Tick Corporate account in New guest and enter the company name. From then on:

• The directory shows a corporate tag next to the name and the “Corporate only” filter finds it.
• The drawer subtitle reads “G-… · Company Ltd” and shows a Corporate badge and a Company card.
• Search matches the company name as well as the contact person's name.
• Stays and spend accumulate on the company profile, so the account's real value is visible in one place.

Pick the company profile as the guest in the booking wizard and choose the Corporate booking source; invoices then carry the company as the billed party.

• Guests View: directory, drawer, analytics tiles. No New guest or Edit buttons.
• Guests Edit: New guest, Edit / Save in the drawer.
• Reports Full: the Export button (the file is produced by the Reports module).

Default roles: Receptionist has Edit; Accountant, Restaurant Mgr and Security have View; Housekeeping, Maintenance and HR do not see the module.

• Export. Click Export in the page head. The toast reads “Guest export queued. Download it from Reports”: the workbook appears under Reports → Exports once it is built. The export is the full directory, not the filtered page.
• Bookmark a segment. /guests?tier=Gold&country=Kenya reopens the same slice; share it with the sales team.
• Country spelling. The country select only offers what has been typed before, so “Uganda” and “UG” become two entries. Fix stragglers with Edit.
• Notes at check-in. The booking drawer shows the guest's notes, so put anything the desk must know here rather than on a single booking.
• The typeahead in the booking wizard uses the same search rules (name, code, phone, email) and returns the top eight matches.

Client-side: “Enter the guest's name” (blank name on New guest), “Could not add the guest”, “Could not save changes”, “Could not open guest”, “Could not queue the export” (export needs Reports Full and a working export queue).

Real stay

A booking that reached Checked In or Checked Out. The only kind that counts as a stay.

Lifetime spend

Collected payments on the guest's invoices minus refunds, cash in the till, not amounts billed.

Tier

Loyalty band (Platinum, Gold, Silver, Bronze). Set manually; Silver and above are “loyalty members”.

Corporate account

A guest profile flagged as a company, with a company name, used as the billed party for its travellers.