Repeat Guest History usage In House
Repeat Guest History can be an extremely useful Front Office tool in both Reservations and at the Front Desk. A repeat guest is always pleasantly surprised when they’re making a reservation for the second time at your property, and the reservationist tells them their Special Request preferences, non-smoking room, low floor, etc., before they can request these details from the reservationist.

In addition to the special requests mentioned above, the history accessed at the touch of a key includes: indicative personal and company info, notes, A/R account info, and previous stay details like number of stays/nights, room type preferences, the amount of revenue received from this guest in rooms, food, beverage and other areas. 

Prior to arrival, the Front Office can distribute Department specific Guest History Notes and Special Requests.  For example, Guest History Notes on Special diets would go to Food & Beverage or Room Service and a Special Request of a Rollaway or Crib would go to Housekeeping.

Of course, these are great tools to service your guests when they call to make a reservation, or are due to arrive. They will also increase a hotel’s percentages of getting repeat guests to return to your property when they are in the area.

Marketing to Previous Guests to generate repeat business for the hotel is explored on the Marketing Page. Here we examine marketing strategies on how to best utilize the CSS Repeat Guest History, and Prospect data, to get people to return to our hotel.