Guest and membership
Recognition that survives the handoff.
Quick answer
1 guest profile across 3 touchpoints — desk, outlet and sales office — with 5 programme elements: tiers, points, stored value, e-coupons and corporate contracts. Recognition follows the guest instead of stopping at the lobby.
A guest is not a room booking. They are a history of stays, meals, preferences and exceptions. This module keeps that history in one place and makes it visible at the desk, in the outlet and in the sales office.
Updated
- One profile across rooms, F&B and outlets
- Tiers, points and stored value
- Corporate contracts and commissions
- Recognition prompts at the point of service
The recognition gap
Loyalty that stops at the lobby.
Most hotels have a membership programme. Fewer have a membership programme that the restaurant, the spa and the second property can actually see.
01
Four versions of the same guest
The PMS, the restaurant, the spa and the sales spreadsheet each hold a partial profile. Preferences conflict and history is incomplete.
02
Points that cannot be used
A guest earns points in one outlet but cannot redeem them in another, or the balance is only visible after calling the front desk.
03
Contracts managed by memory
Corporate rates, commission terms and authorised signatories live in email threads, not in the system that bills the account.
Capability map
The guest, in one place.
Designed for properties that want recognition to be operational, not just a card in a wallet.
Guest profiles
A single record that gets richer with every stay and every outlet visit.
- Stay history, preferences and special dates
- Profile merge with duplicate detection
- Notes, alerts and service requests
- Consent and communication preferences
Membership and loyalty
Tiers, points and benefits that are visible and usable at the point of service.
- Tier rules, benefits and upgrade criteria
- Points earning, redemption and adjustments
- Stored value and prepaid balances
- Electronic vouchers and member offers
Corporate and travel trade
The commercial relationships behind the booking, kept with the account.
- Corporate profiles, rates and credit terms
- Authorised signatories and charge routing
- Travel-agent commissions and reconciliation
- Sales activity and visit notes
Recognition in the operation
The profile has to surface where the decision is made — at the desk, in the outlet, on the floor.
- VIP and repeat-guest prompts at check-in
- Allergy and preference alerts in the outlet
- Birthday and anniversary lists
- Segment and value reporting
Capability
| Core modules | Capability |
|---|---|
| Guest profiles | Stay history, preferences and special dates |
| Guest profiles | Profile merge with duplicate detection |
| Guest profiles | Notes, alerts and service requests |
| Guest profiles | Consent and communication preferences |
| Membership and loyalty | Tier rules, benefits and upgrade criteria |
| Membership and loyalty | Points earning, redemption and adjustments |
| Membership and loyalty | Stored value and prepaid balances |
| Membership and loyalty | Electronic vouchers and member offers |
| Corporate and travel trade | Corporate profiles, rates and credit terms |
| Corporate and travel trade | Authorised signatories and charge routing |
| Corporate and travel trade | Travel-agent commissions and reconciliation |
| Corporate and travel trade | Sales activity and visit notes |
| Recognition in the operation | VIP and repeat-guest prompts at check-in |
| Recognition in the operation | Allergy and preference alerts in the outlet |
| Recognition in the operation | Birthday and anniversary lists |
| Recognition in the operation | Segment and value reporting |
In the property
A closer look.
From the product
Actual interface screens.
Interface screens from a live deployment. The product supports bilingual reports and documents.
A guest journey
From first stay to recognised regular.
The profile compounds quietly, without the guest repeating themselves.
Stay 01
The profile is created
Contact details, consent and stay preferences are captured at check-in, with duplicates checked against existing records.
Stay 02
The preference is used
The room preference and allergy note surface before arrival and in the outlet, so the team can act on them.
Stay 03
The tier changes
Points and nights trigger a tier review. Benefits are visible at the desk and in the outlet on the next visit.
Stay 06
The account becomes a relationship
Corporate or membership terms, stay history and outlet spend are available to sales and to the front office in one view.
Data discipline
A profile is only useful if it is trusted.
Guest data decays. The module is built around keeping it current, consolidated and permissioned.
Merge instead of duplicate
Duplicate detection and a controlled merge process combine records without losing stay history or balances.
Consent is recorded, not assumed
Marketing consent and communication preferences are stored with the profile and respected by outlet and campaign tools.
Access follows the role
Front office, sales and finance see different depths of the profile. Sensitive notes and commercial terms are permissioned separately.
Integrations
Connected to the places recognition happens.
The profile is not a standalone CRM; it is the guest layer of the operating platform.
Integrations- PMS profiles and stay history
- POS guest recognition
- Stored-value and payment balances
- Campaign and messaging tools
- Corporate rate and commission data
- Reporting and segmentation
Frequently asked questions
Frequently asked questions
Is this a separate CRM?
Can we migrate our existing member balances?
How are duplicate profiles handled?
Can different properties have different programmes?
Does it support marketing consent requirements?
Related reading
01 · Core platform Property Management
A PMS built around the work that happens between systems: the guest who arrives twice, the charge that posts late, the room that is ready but still shows dirty. One database, one folio, one version of the day.
02 · Outlet operations F&B Point of Sale
A restaurant bill is not a separate event from the guest stay. Orders, table turns, kitchen tickets and room charges live in the same system as the reservation, so the guest gets one bill and finance gets one ledger.
04 · Back office Procurement & Inventory
Rooms revenue gets the attention; procurement decides the margin. Requisitions, purchase orders, receiving, issues and stocktakes are connected to department budgets and to the kitchen’s recipes, so cost is visible while it is still controllable.
Next step
See the platform on your own workflows.
A 30-minute walkthrough, built around your property type and the systems you already run. No slide deck — we work through arrivals, folios, night audit and reporting live.
Typical reply within one business day.