Customer database is one of the core features in Pro+ subscription plan that allows to collect and store the essential information about your guests / agents. It enables gathering the general information about their options/bookings in a convenient layout in addition to facilitating credit notes management.
You will find a 'Customers' tab, a separate module, in the left navigation bar. There are two different sections inside this module.
Guests section provides you with access to the list of your Guests and Agents section stores the information about your resellers respectfully.
Customers: Guests
Guests section represents the list where you can create a guest record, search the particular guest based on his/her key information, access his/her card, edit or delete the record.
Tip: the list of Guests can easily be exported to an Excel spreadsheet
Add Guest
To add a new guest please click the Add Guest button located on the right corner of the Guests section and pop-up will open.
Next:
Enter First name (mandatory field), middle name (optional), last name (mandatory)
Specify guest’s gender (male/female)
Enter guest’s email address (several emails can be added if required)
Enter guest’s phone number (several phone number can be added if required)
Enter guest’s date of birth (DD.MM.YYYY)
Enter passport number
Select issued country from the drop-down list
Enter passport expiry date
Upload passport copy (supported formats are JPG, JPEG, PNG, PDF; max size 3 mb)
Enter the information about diving certification level
Upload diving certificate photo (supported formats are JPG, JPEG, PNG, PDF; max size 3 mb)
Indicate information regarding medical conditions of the guest (if any)
Specify dietary requests (if any)
Add internal comment
Click 'Add Guest'
To edit guest’s personal details click three dots menu on the right in the guest’s list and select 'Edit'
To delete the guest’s card click three dots menu on the right in the guest’s list and select 'Delete'
To start searching please click on the search bar of the Guests section and start entering data (at least three characters into the field to activate the search). You may use one of the following: first name, last name, email, date of birth (DD.MM.YYYY), country of passport issued, passport number, customer ID, phone number, active booking reference number (expired, cancelled or completed options/bookings are excluded from the search results).
Guest card
Guest card contains the essential information about the guest including the following tabs:
Personal details
Reservations
Guest forms
Credit notes
To see the information regarding reservations & guest forms of the particular guest you will have to link the particular guest inside the reservation with the corresponding guest’s record in your Customer database.
How to link the guest with the guest record in Customer database
To link the guest with the guest record in Customer database open the option/booking details, click on the Guests tab, navigate to the required guest and click Link to customer and pop-up will open. Search and select the guest’s record in the list and click Link. Please make sure to use the search bar to avoid any duplicate records. In case there is no corresponding record for this guest click Create as a new Customer.
Reservations and guest forms tabs inside the guest record in the Customer database will be completed once the linking is finished.
Click the three dots menu on the right and select Unlink to unlink the guest from the guest record.
Tip : In case guest has already started working on the guest form application this information will be used to prefill the data in his card
It’s also possible to link the guest with the guest record in the Customer database via Guest form. Open guest form, click Link to customer and pop-up will open. Search and select the guest record in the list and click Link. Please make sure to use the search bar to avoid any duplicate records. In case there is no corresponding record for this guest click Create as a new Customer.
Click Unlink to unlink the guest from the guest record.
Merge tool
The most recent Guest form of your guests contains the most accurate personal information. Merge tool provides a possibility to merge the data in between the Guest form application and guest record inside the Customer database.
Once the guest is linked open the guest form and click Merge. Pop-up will open. You will see two columns with data - Customer Profile Data and Guest Form Application Data. Click / highlight on the field with data which you would like to use further and click Merge.
Lead guest & guest’s access to reservation details
Lead guest field which appears in the cart during the option creation is a text field which is not mandatory to place an option. For bookings made via Online Widget this field will be filled automatically with the details of the guest who placed an option via Widget.
To flag the guest who is organizing the trip and should be considered as the main communicator mark this particular guest inside the reservation as Lead guest. Please note that it’s not possible to select Lead guest in options created by Agencies.
All guests will receive access to short reservation details once the guest form is linked to their account. The Lead guest will receive a full access to reservation details. Such type of access is similar to the access which is granted to the guest who has made a reservation online via Widget.
To tag a guest as a Lead guest open the option/booking details, click on the Guests tab, navigate to the required guest and click Mark as Lead button. To untag click on the Lead button and pop-up will open. Confirm the changes if you would like to unmark this guest as Lead guest.
