Profile field configuration
Customize which information is collected from guests, set field requirements and validations, manage multi-language labels, and control field visibility between guest-facing and admin-only views. Create a consistent guest data collection experience that meets your operational requirements while maintaining data quality standards.
Before you start
Outlined below are details on what is required before configurating profile fields.
You must have permission to manage guest portal setup in the CRM.
You should understand your hotel or hotel group's guest data requirements and privacy policies.
For multi-language properties, ensure you know which languages need field label translations.
Field configurations apply to all hotels within your CRM instance.
⚠️Important: Changes to profile field configurations affect new sign-ups and profile updates immediately. Existing profile data is not modified when you change field settings.
Access profile field configuration
Outlined below are the steps on how to access the profile field configuration.
From the left navigation menu, click Guest Portal Setup, then click Custom Contact Fields.
The custom contact fields screen displays three tabs representing the forms where fields can be configured:
Sign up – Fields guests complete when registering for the loyalty program.
Profile – Fields that appear in the guest's profile page, both in the guest portal and admin view.
Sign in – Fields guests must provide to log into the guest portal.
Configure sign-up fields
Sign-up fields determine what information guests must provide when joining your loyalty program through the guest portal.
Outlined below are the steps on how to configure the sign-up fields.
From the left navigation menu, click Guest Portal Setup and click Custom Contact Fields and click the Sign Up tab.
The sign up tab displays all fields currently configured for the registration form. For each field, you can see:
Name – The label shown to guests
Type – The field type for example First name, email and birthday.
Required – Whether the field must be completed before registration.
Validation – Data format restrictions applied to the field.
Language – Which language this field label applies to.
Sorting – Display order on the form.
Is admin only – Whether the field is hidden from guests.
Add a new sign-up field
Outlined below are the steps on how to add a new sign-up field.
Click the Add Field button.
In the type dropdown, select the field you want to add to the sign-up form.
In the name field, enter the label that will display to guests.
Check Required if guests must complete this field to register.
In the validation dropdown, select the appropriate validation rule:
None – No format restrictions.
As numeric – Only numbers allowed.
As alpha numeric – Letters and numbers only.
As email – Email format validation.
In the language dropdown, select the language for this field label.
In the sorting field, enter a number to control display order, lower numbers appear first.
Leave is admin only unchecked as sign-up fields must be visible to guests.
Click Save.
Edit an existing sign-up field
Outlined below are the steps on how to edit an existing sign-up field.
Click on the field name in the list.
Modify the settings as needed.
Click Save.
⚠️Important:
Email and password are required: The system automatically ensures email and password fields are present on sign-up forms, even if you haven't explicitly added them. These fields are mandatory for account creation.
Birthday field age restriction: If you make the birthday field visible or required on sign-up, the CRM enforces a rule preventing users under the age of 18 from registering. This is a system-level setting that cannot be overridden. Consider this restriction when designing your sign-up form for family-focused loyalty programs.
Translation button: When editing a field, you'll see a translation button next to the name field. Use this helper to translate the field label into other languages. Each language requires a separate field configuration with the same type and sorting values.
Access and configure profile fields
Profile fields appear in two locations:
The guest's profile page in the guest portal, where guests can view and edit their information.
The guest detail screen in the CRM admin portal, where staff view and manage guest profiles.
Outlined below are the steps in how to access profile fields.
Access profile field configuration
From the left navigation menu, click Guest Portal Setup and click Custom Contact Fields.
Click the Profile tab.
The profile tab shows all fields available for the profile form. These fields control what information can be stored and displayed for each guest throughout the CRM platform.
Standard profile fields include:
Contact information – Salutation, first name, last name, middle name, email, phone and mobile.
Preferred name fields – First name preferred, last name preferred and pronoun.
Address information – Address line one, address line two, city, region, zip code and country.
Personal details – Birthday, gender, company and language.
User-defined fields – UDF1 through UDF10. These are custom fields with administrator-defined labels.
Admin-only fields: These fields appear only in the CRM admin portal and are never visible to guests, even when set to visible:
Is VIP – VIP status indicator.
Member level – Current loyalty tier.
Sign up time – Registration date this is automatically populated and read-only.
Ignore tier auto assignment – Override automatic tier qualification rules.
Agrees – Terms and conditions acceptance tracking.
Consents – Marketing consent status for email.
Mobile consents – Marketing consent status for SMS.
Configure a profile field
Outlined below are the steps in how to configure profile fields.
Click the Profile tab.
Click on the field name you want to configure, or click Add Field to add a new field.
Configure the following settings:
Type: Select the field type from the dropdown. This determines what kind of data the field stores and how it behaves in the system.
Name: Enter the label that will display to users. This label appears in both the guest portal and admin portal unless the field is marked Admin Only.
Use the translation button to add labels in other languages. You must create a separate field entry for each language.
Required: Check this box if the field must be completed before a profile can be saved. Required fields cannot be left blank by guests updating their profiles.
Validation: Select the data format restriction:
None – Any text or characters allowed
As numeric – Only numbers permitted
As alpha numeric – Letters and numbers only
As email – Must match email format for example [email protected].
Language: Select which language this field label applies to. For multi-language properties, create a field entry for each language with identical Type and Sorting values but different Name translations.
Sorting: Enter a numeric value to control the order in which fields appear. Fields are displayed from lowest to highest Sorting value. Leave gaps between numbers for example 10, 20 or 30 to allow inserting fields later without renumbering all fields.
Is admin only: Check this box to make the field visible only in the CRM admin portal. Guests will never see fields marked Admin Only, even in their profile.
Use Admin Only for internal tracking fields or sensitive information that should not be exposed to guests.
Is read only: Check this box to prevent guests from editing this field in the guest portal. Read-only fields are still visible to guests, but they can only be updated by CRM administrators.
Use read only for system-populated fields or information that should be verified by staff before changes are allowed.
Click Save.
User-defined fields, UDF1-UDF10
The CRM provides ten customizable fields that you can configure for additional data collection beyond standard fields.
To use a user-defined field:
Add the field to your Profile form for example UDF1.
In the Name field, enter a descriptive label for example Preferred Room Floor, Dietary Restrictions or Airline Loyalty Program.
Configure Required, Validation, and visibility settings as needed.
Add translations if using multiple languages.
📌Note: On PMS integration: Some user-defined fields may interface with your Property Management System. PMS field mapping is configured separately and varies by PMS vendor. Contact the SHR support team for guidance on PMS field mapping.
Field naming best practices
Legal name fields first – Configure First Name, Last Name, and Middle Name before other fields. The CRM treats these as primary identifiers for reservations, profile searches, and reporting.
Preferred names optional – Use First Name Preferred and Last Name Preferred for guest recognition in communications while maintaining legal names for operational purposes.
Clear, concise labels – Use field names that clearly communicate what information is needed for example Mobile Phone rather than just Mobile.
Consistent translations – Ensure translated field names convey the same meaning across all languages.
Configure sign-in fields
Sign-in fields determine what credentials guests must provide to log into the guest portal. Access sign-in field configuration.
From the left navigation menu, click Guest Portal Setup.
Click Custom Contact Fields.
Click the Sign In tab.
The sign in tab typically includes:
Email – Guest's email address.
Loyalty member ID – Member number assigned by the CRM.
Password – Account password.
You can configure which fields are required for authentication based on your operational preferences.
⚠️Important:
Duplicate email handling: If the same email address exists on multiple guest profiles, the guest will not be able to log in using their email. When this occurs, the system displays an error message which is customizable through guest portal labels.
Recommendation: Encourage guests to use their loyalty member ID for login instead of email. Member IDs are unique and avoid this conflict.
Multi-language field configuration
For properties serving guests in multiple languages, you can configure field labels in each supported language. Add field translations:
Configure the field in your primary language first. Note the type and sorting values.
Click Add Field to create a new field entry.
Select the same type from the dropdown.
Enter the name in the new language.
Use the translation button to access translation helpers.
Select the new language from the dropdown.
Enter the same sorting value to maintain consistent field order across languages.
Configure the same required, validation, and visibility settings.
Click Save.
Result: When a guest views the form in a specific language, the CRM displays the field label configured for that language. The underlying field type and data storage remain the same across all languages.
Field visibility rules
Understanding how field visibility works helps you control what information is collected and displayed in different parts of the system.
Guest portal visibility: Fields appear in the guest portal when:
When admin only is unchecked.
The field is configured on the profile form for example FormID is equal to three.
Fields do not appear in the guest portal when:
When admin only is checked.
The field type is one of the admin-only field types:
Is VIP, member level, sign up time, ignore tier auto assignment and consent tracking fields.
Read-only versus admin-only:
Read-only fields:
Visible to guests in their profile.
Guests can see the current value.
Only CRM administrators can edit the value.
Used for: System-populated dates, verified information and tier status.
Admin-only fields:
Not visible to guests anywhere in the guest portal.
Only appear in the CRM admin portal.
Both viewing and editing restricted to administrators.
Use for: Internal notes, staff-only tracking and sensitive classifications.
Admin portal visibility
In the admin portal, all configured fields appear in the guest detail screen under the guest information tab, regardless of admin only or read only settings. This ensures staff have complete visibility of all guest data. Outlined below is additional information on field configuration across forms, sign up form behavior, profile form behavior, sign in form behavior and best practices.
Field configuration across forms
While you can technically configure any field type on any form such as sign up, sign in, or profile. Certain field types have restricted rendering behavior:
Sign up form behavior:
Email and Password are automatically included even if not explicitly configured.
All standard contact and personal detail fields can be added.
Profile form behavior:
All field types can be configured.
Sign up time and ignore tier auto assignment fields only render on the profile form, even if configured elsewhere.
Sign in form behavior:
Typically includes email, loyalty member ID, and password.
Other fields can be configured but may not render appropriately in the login interface.
Best practice:
Configure fields on the forms where they logically belong. The system prevents duplicate field configurations including type, form and language combination.
Outlined below are some tips, notes and warnings:
Note: Changes to profile field configurations take effect immediately for new sign-ups and profile updates. Existing guest profile data is not modified when you change field settings.
Tip: Leave gaps in your sorting values for example 10, 20, 30 when configuring fields. This allows you to insert new fields later without renumbering all existing fields.
Warning: Required fields on sign-up forms may reduce conversion rates. Only mark fields as required if the information is truly essential for account creation.
Tip: Use the translation helper button to ensure consistent field labels across languages. Machine-translated labels should be reviewed by native speakers for accuracy and cultural appropriateness.
Note: SMS opt-in or opt-out status collected during sign-up is automatically added to the guest's CRM profile and reflects their marketing consent preferences.
Warning: The Birthday field on sign-up forms enforces a minimum age of 18 years. If your loyalty program accepts younger members for example family programs, do not make Birthday visible or required on the sign-up form. Collect this information later through the profile form or other channels.
Frequently asked questions
Can guests update all profile fields?
Guests can update fields that are not marked as Admin Only or Read Only. Admin Only fields are completely hidden from guests. Read Only fields are visible but cannot be edited by guests.
What happens if I add the same field type to a form multiple times?
The system prevents duplicate field configurations. You cannot add the same field Type to the same Form in the same Language more than once. However, you can add the same field Type to different forms or in different languages.
How do I remove a field from a form?
Click on the field name in the list, then look for a Delete or Remove button in the field editor. Note that removing a field from the form does not delete data already stored in that field for existing guest profiles.
Why can't I see a field I configured on the sign-up form?
Check these settings:
Ensure Is Admin Only is unchecked.
Verify the Language setting matches the language you're viewing the form in.
Confirm the field was saved successfully.
Some field types (like Sign Up Time) only render on Profile forms regardless of where they're configured
Can I reorder fields after they're created?
Yes. Edit each field and change its Sorting value. Fields display in order from lowest to highest Sorting number. You may need to edit multiple fields to achieve your desired order.
What's the difference between UDF1-UDF10 and custom fields?
UDF1-UDF10 (User-Defined Fields) are the custom fields in the CRM. You can configure these fields with any label you choose to collect information specific to your business needs beyond the standard profile fields.
Do field configurations sync across hotels in a hotel group?
Yes. Profile field configurations apply to all hotels within your CRM instance. You cannot configure different fields for different properties within the same CRM.
Can I configure the default country code for phone numbers?
Yes, but this setting is managed separately by the SHR support team through CRM Setup. Contact SHR support if you need to change the default country code for phone number formatting in the guest portal.
Fields configurable in custom contact fields
These fields can be added, configured, and customized through the Guest Portal Setup and click Custom Contact Fields interface.
Core contact information
Field name | Notes |
Salutation | Title/prefix "Mr", "Mrs", "Ms" |
First Name | Required for hotel guest profiles; accented characters allowed |
Last Name | Required for hotel guest profiles; accented characters allowed |
Middle Name | Middle name or initial; accented characters allowed |
First Name Preferred | Guest's preferred first name for communications |
Last Name Preferred | Guest's preferred last name for communications |
Personal Pronoun | Guest's preferred pronouns |
Address fields
Field name | Notes |
Address Line 1 | Primary street address; # allowed, some special chars removed |
Address Line 2 | Secondary address; # allowed, some special chars removed |
City | Some special characters removed |
Region | State/province; some special characters removed |
Zip Code | Postal/ZIP code; no character restrictions |
Country | Country code; must match CRM's country list |
Communication fields
Field name | Notes |
Required for account creation; valid email format | |
Phone | Primary phone number |
Mobile Phone | Mobile/cell phone number |
Personal details
Field name | Notes |
Birthday | Date of birth; enforces 18+ age on sign-up |
Gender | M=Male, F=Female, U=Undefined |
Company | Company/organization name |
Language | Preferred language (e.g., EN, ES, FR) |
Loyalty fields
Field name | Notes |
Loyalty Member ID | Unique member number |
Member Level | Current tier code; ignored unless "Ignore Tier Auto Assignment" checked |
Sign Up Time | Enrollment date; read-only in profile, can be imported |
Ignore Tier Auto Assignment | Prevents automatic tier reassignment; "NOTEVER"=True |
Admin-only fields
Field name | Notes |
Is VIP | VIP status indicator; admin-only |
Agrees | Terms and conditions acceptance; admin-only |
Consents | Email marketing consent; "explicit" or "implied" |
Mobile Consents | SMS marketing consent; "explicit" or "implied" |
User-defined fields or custom fields
Field name | Notes |
UDF1 | Customizable field; some special chars removed |
UDF2 | Customizable field; some special chars removed |
UDF3 | Customizable field; some special chars removed |
UDF4 | Customizable field; some special chars removed |
UDF5 | Customizable field; some special chars removed |
UDF6 | Customizable field; some special chars removed |
UDF7 | Customizable field; some special chars removed |
UDF8 | Customizable field; some special chars removed |
UDF9 | Customizable field; some special chars removed |
UDF10 | Customizable field; some special chars removed |
Authentication fields
Field name | Notes |
Password | Guest account password; automatically included on sign-up |
Password Retype | Password confirmation; sign-up form only |