How does the hotel collect guest history files?

Here, I would like to say some humble opinions for hotel friends' reference only! The main data sources for establishing customer files are: 1, hotel-related reservation materials, and the reservation of guests is an important voucher for the hotel to collect customer information; Many guests' needs will be stated in the reservation, and the store should summarize the relevant information of the guests into the customer file. Including who will book the room, how to book the room, what is the season of booking and booking, what are the different periods, and what are the types of booking and booking? This is also called keeping files. If we study and analyze, it will help us to choose the appropriate sales channel, which is recommended by travel agencies, or related websites, recommended by major customers or recommended by guests. 3. Complaint records and handling results. The records of guest complaints and dissatisfaction can also reflect the special needs of guests, which is also the source of information for guests and needs to be paid attention to and summarized and analyzed. 4, customer feedback and hotel customer opinion form (card). Customers will also put forward some suggestions and opinions on the hotel during the consumption process, which need the hotel to pay attention to and effectively adopt. 5. Mysterious customers. This is actually an effective way to understand hotel services and collect customer information. Now many foreign hotel catering enterprises are adopting it, which is worth learning. 6. Sales staff follow up and visit customers after sale. Every time you visit a guest, you can collect the latest customer information according to different times and scenes. 7. Regular customers talk. For big customers or old customers, we should regularly carry out networking activities and strengthen emotional exchanges. It is also an opportunity to collect new customer information. 8. Establish an information interactive website. The era of hotel informatization has arrived, and the construction of hotel website can not be ignored. The website can set up interactive communication with customers or BBS columns, so that customers can fully show their thoughts and feelings through the network, provide information sources for hotels, and further understand customer information. Home inns issue electronic inquiry forms on their websites, actively solicit customers' opinions, and constantly improve their quality and service to target customers according to customers' feedback. 9, service personnel to collect all kinds of information such as guest demand. Hotel service personnel must be able to collect the latest customer information every day and feed it back to the hotel customer file. Hotels can require employees to provide personalized service information to at least five guests every day, which is the best preparation for providing personalized service to guests. The files that provide the basis for personalized service are customized hobby files, customers' hobbies, living habits, including religious beliefs and taboos, and some special needs during their stay in hotels, which constitute the files for doing personalized service well. However, the perfection of these materials and information comes from the continuous collection of hotel employees every day. Only in this way can the hotel customer files be truly improved. Look at the Ritz-Carlton Hotel. What are they talking about? When cleaning the room, you must pay attention to observing some subtle things and understand the living habits of the guests. For example, there are bananas left in the fruit bowl every day, which can be removed the next time the fruit is delivered. And record what you notice at any time, give it to the manager or throw it directly into your favorite collection box. The Ritz-Carlton offers an invisible membership card, because the Ritz-Carlton hotel has a file record of all guests' preferences. Therefore, the Ritz-Carlton Hotel trains and requires every employee to record the likes and dislikes of guests and input relevant information into the customer files in the computer. When a repeat customer of the Ritz-Carlton Hotel contacts the hotel accommodation reservation department by telephone, the staff of the reservation department can find out the information about the personal preferences of the guests from the computer and send the information to the hotel booked by the guests by e-mail, and the hotel will send the information to the service personnel in the form of frequent customer identification and preference report.