What is meant by Guest management?
"Guest management" refers to the organizational and administrative management of guests, whether in a hotel, restaurant, event, or another service establishment. Guest management encompasses all processes associated with the arrival, stay, and departure of guests, as well as the maintenance of guest data and the enhancement of the guest experience.
Typical functions of software in the area of "guest management" include:
- Reservation Management: Managing reservations, including bookings, modifications, and cancellations.
- Check-in and Check-out: Efficient handling of check-in and check-out processes, including digital check-in options.
- Guest Registration: Capturing and managing guest data such as personal information, preferences, and stay details.
- Payment Processing: Managing payments, invoicing, and accounting, including various payment methods.
- Room Management: Assigning and managing rooms, including cleaning status and maintenance requests.
- Communication: Providing communication channels for interacting with guests before, during, and after their stay, such as emails, SMS, or in-app messages.
- Guest Requests and Complaints: Recording and handling special requests and complaints from guests.
- Loyalty Programs: Managing loyalty programs and guest rewards to encourage repeat visits.
- Reporting and Analysis: Generating reports and analyses to assess guest satisfaction and optimize guest services.
- Integration with Other Systems: Connecting with other hotel or restaurant management systems, such as CRM, PMS (Property Management System), and booking systems.