How to use an existing Guest Profile when creating a new reservation in RMS.

Overview

A Guest Profile is a centralised record in RMS that stores detailed information about an individual who has booked or stayed at the Property.
Each profile includes reservation details, contact information, preferences, communication history, and more—along with a unique Guest Number for easy identification.

When creating a new reservation, it's important to search for and use an existing Guest Profile whenever possible. Inserting existing Guest Profiles into new reservations not only streamlines operations but also helps build long-term guest relationships through better data, more accurate communication, and consistent recognition of returning guests.

Benefits

• Maintains Accurate Guest History
  Linking new reservations to an existing profile ensures all booking activity is tied to the correct guest. This allows staff to view historical stays, preferences, loyalty status, notes, and communication records—enabling more personalised and informed service.
• Prevents Duplicate Records
  Creating a new profile for a returning guest results in duplicate entries, which clutter your database and cause inconsistencies in guest reporting, marketing lists, and performance analytics.
• Supports Loyalty Program Tracking
  If the Guest Rewards module is in use, only reservations tied to the correct Guest Profile will accrue points and benefits. This ensures accuracy in tracking guest engagement and reward eligibility.
• Improves Communication Accuracy
  Existing profiles typically contain up-to-date and verified contact details. Using the correct profile ensures that important communications—such as confirmation emails, pre-arrival instructions, or post-stay surveys—are delivered to the right person.
• Saves Time for Staff and Guests
  By using an existing profile, RMS will auto-populate the guest’s known information (e.g., name, address, contact info, billing details), reducing manual data entry and expediting the reservation or check-in process.

Guide

In the side menu of RMS, go to Reservation > Make Reservation.

1. In the Smart Search field, enter the guest’s Surname, Given Name, Email, or Mobile.
2. Select the Guest Profile.
3. Double-click the guest profile to add to the Reservation.
   
    
4. Enter the Reservation Details.
5. Select Save/Exit.