As a guest relations manager in CRM, your focus is managing guest profiles, loyalty programmes, and reservation data. The CRM brings all guest information into one place, giving you a clear view of each guest's history and making it straightforward to manage their account.
This guide walks you through the key tasks you'll carry out in the CRM.
Log in for the first time
To access the CRM, navigate to your login URL and sign in with your account credentials.
Navigate to your CRM login URL, provided during onboarding, and enter your username and password.
Click Log In, usernames are not case-sensitive.
Set up two-factor authentication (2FA) by clicking your username in the top-right corner, then clicking Authentication Settings.
Choose email authentication (default) or mobile app authentication using Authy, Duo, Google Authenticator, or Microsoft Authenticator.
Reset your password at any time using the Forgot Password link on the login screen.
🤓 Tip: Mobile app authentication is recommended for stronger account security, as it uses a separate device that only you can access.
Manage guest profiles
Guest profiles are the central record for each guest in the CRM, storing all relevant information in one place for easy access and management.
Search for and access individual guest profiles via Profile Management, then Guest in the left navigation menu.
View and update guest profile information, consent preferences, and reservation assignments.
Merge duplicate profiles to maintain data accuracy and avoid fragmented guest records.
Access the Profile Audit Log within any guest profile to review that guest's complete activity history, including profile updates, email sends, and tier changes.
Track guest activity
The CRM's Guest Log gives you a full view of activity across your guest database, making it straightforward to monitor changes and verify that data is accurate.
Use the Guest Log to track guest sign-ups, profile updates, tier changes, merges, and reward processing across your entire guest database.
Search the Guest Log by date range, guest ID, operation type, or description to locate specific events quickly.
Monitor marketing consent changes to ensure guest communications remain compliant.
Track reservation-to-guest assignment activity to keep profile data aligned with bookings.
Monitor loyalty and tier activity
Keeping loyalty and tier information up to date ensures guests receive the right rewards and recognition at every stay.
View guest tier upgrades and downgrades in the Guest Log, filtered by date range or guest ID.
Track reward processing and email send history from within each guest's Profile Audit Log.
Use contact and segment widgets on the dashboard to monitor guest loyalty programme membership and account growth over time.