The guest history files of the guest history files include:

1. General files: guest’s name, gender, age, date of birth, marital status, communication address, phone number, company name, position, etc. Collecting this information is helpful to understand the basic situation of the hotel's target market;

2. Reservation files: including the guest's reservation method, reservation quantity, reservation time, reservation type, etc.;

3. Consumption Files: including room prices, guest rooms, meal charges, merchandise, entertainment and other items, favorite rooms and entertainment methods, so as to understand the guests’ consumption level and consumption preferences; customs, hobbies, feedback files, etc. First, "Know yourself and the enemy, and you can fight a hundred battles without danger." Let more new customers become old customers, and let more old customers bring customers.

Sun Tzu said in The Art of War: Know yourself and your enemy, and you can fight a hundred battles without danger. This method of warfare also applies to our marketing. Everyone knows that every guest in our market has registered their ID card (or other document information) and contact information, so his age, address and other information are already known. From this analysis, we can separate the customer base by age group and region, and then organize it into books. At the same time, when guests come to the store to make purchases, it is possible that they are not just housing, so they can leave behind when they spend money in restaurants, spas, etc. Opinions, etc., are also attached to each list that has been compiled, so that we can have a basic understanding of this consumer (group), and then we can return to visit regularly. You can also send relevant blessings according to his age, region, hobbies, etc. or send different small gifts on different holidays. In this way, an old customer is "properly maintained". Only when we understand them can we "grasp" them firmly. You know, maintaining an old customer will increase profits several times more than developing a new customer.

Second, let guests influence guests, remind employees, and create changes;

When each batch of customers comes to the store to make a purchase, no matter where they are, they will always have their own happiness and dissatisfaction. It is to cater to this that we have also set up guest opinion books in various venues to allow them to leave their praises, dissatisfaction or suggestions. We can also divide these materials into categories, and place the ones that are praised where every guest can see them, so that they can all take a look. This gives them a brand new platform for praise, and also makes them want to feel whether it is true after reading it. As mentioned in the praise; if you are dissatisfied, we also write down clearly why the guest is so dissatisfied, and put it in a place where employees can see it as a reminder to avoid such dissatisfaction from happening again in the future; Collect suggestions and see how many people have suggestions for the same service or facility, and then report them step by step so that the hotel can improve the shortcomings in a timely manner. In this way, we can make full use of the guests' ideas to improve our shortcomings and promote our strengths.

Third, facilitate the provision of personalized services to guests

Use the hotel’s guest history information to understand the needs and preferences of different guests, provide guests with personalized services in a timely manner, and increase the hotel’s The standardization and normalization of human touch services are the basis for ensuring hotel service quality. Personalized service is the soul of service quality. To improve service quality, we must provide guests with more human touch and personalized services that break through standards and norms. This is also The inevitable trend of hotel development.

In short, if the hotel uses hospitality history files, it will make the hotel's guest relationship more harmonious, make more and more customers become "loyal customers", and consolidate more customer sources for the hotel's operation and development. .