All Collections
Guest Engagement
78 articles
Communication
Communicate with guests using automated scheduled messages and Messaging hub.
Set up CommunicationLearn how to communicate with guests using automated scheduled messages and Messaging hub.
Guest activity
Guest activity before, during, and after guests' stay.
Feedback ratings listGuest sentiment, during and after their stay
Checkins list in Guest EngagementThis article focuses on what the Check-ins list is, and explains how you can access it.
Guest order listThis article explains how you can see a list of Orders for your property’s Offers and Room upgrades.
Analytics
Measure the performance of Guest Engagement
Guests: analyticsSome useful statistics about your guests
Emails: analyticsEvaluating the performance of the emails you're sending to guests
Feedback: analyticsChecking how much guests enjoyed their stay
Upsell: analyticsMonitoring and evaluating your pre-stay and upsell performance
Understanding your upsell performanceHow to interpret the performance of your offers
Understanding your email performanceA simple guide to help you understand if your emails are performing well
Demographic breakdown tabSee post-stay ratings by language and room type
Directory
Setting up your digital guest directory
Adding a new card to your DirectoryLearn how to add a new Info card to your property’s Guest directory.
Card types in your directoryThis article focuses on the types of Info cards you can add to your property's Guest directory.
Directory Module OverviewOverview of the Guest directory, explaining what it is, where it is located, and how it works.
DirectionsAdd instructions on how to reach your property from various landmarks nearby
Additional servicesAdding the services available at your property to the Concierge
DirectionsAdvice for reaching your property
How to set your directory "live"This article explains how to set up your property’s QR code, through which your guests will access your digital Guest directory.
Making phone numbers clickable so your gets can easily make callsImprove the ease-of-use of your directory by ensuring that any phone numbers can be clicked.
Put a Google Maps link in your cardDon't just tell the guest the address - show them the way to get there!
Check-in
Allow your guests to provide their check-in data prior to arrival for a safer stay
An introduction to the check-in moduleLearn about how it works and the capabilities it has
All the question and answer types available on the check-in formThis article covers the various Preset questions and Custom questions that can be added to your property’s Check-in form.
What happens when a guest submits a check-in formThis article explains how you will be notified once the guest submits a Check-in form and how you can view the data the guest submitted.
Front Desk and Guest Engagement - Advanced Check-in
Customising the Check-in moduleConfigure your check-in module including the check-in form, confirmation message and welcome screens.
Upsell
Offers, upgrades, and setting up the Concierge page for your property.
How can I improve my upsell email click rate?The best tips on ensuring the best possible performance of your upsell email
How can I make offers more prominent in upsell emails?How to make your upsell content stand out more
Determine your property's personalityDefine your brand, tone of voice, and more, so that your offers are consistent
Identifying your guest personasUnderstand they types of people that stay with you, and for what reasons, in order to present the most relevant offers to them.
A really quick introduction to upsellingAn overview of the absolute best practice
Setting up offers: The essentialsThis article explains Offers, a critical upselling tool.
Adding a new offerThis article explains how to add a new offer, which will display in your Concierge.
Adding questions to your offersThis article explains how to add questions to your offer
How much detail should you include in your offers?Getting the balance right between too little and too much makes a big difference to the success of your offer.
Selling experiencesUtilise your property's personality to sell experiences to guests
How can I show offers to guests staying only on certain dates?Read up here on how to show offers based on a date range.
Advanced settings for upsell offers and room upgradesConfigure advanced settings for your Guest Engagement offers and room upgrades.
Controlling offer visibility using SegmentationThis article explains how to configure an offer’s Segments settings to control offer visibility..
Feedback
Exploring the feedback left by your guests from various sources.
Manage guest feedbackSet up when guests see your survey or Tripadvisor review options after their stay.
Customising your guest surveyThis article explains how to configure your property’s post-stay and during-stay surveys.
The most useful survey questionsThis article lists some useful questions you can add to your property’s Post-stay feedback survey.
Survey results tabAggregated results of your post-stay survey
Guests
About your guests and reservations.
Guest list in Guest EngagementThe reservations that Guest Engagement has received from your PMS or CM
Mailchimp exportConnect Guest Engagement to Mailchimp, the world's biggest email marketing platform.
Add guests in Guest EngagementThis article explains how to manually add guests and manage your guest data — from updating the Guest list to testing guest emails.
Messages listThe messages submitted by your guests are located here.
Settings
Change the way Guest Engagement works for your property.
System logThe electronic paper trail.
General settingsGeneral settings for your property, including those related to your address, language, region, and the appearance of your Concierge.
Notification settings for Guest Engagement
Concierge settingsThis article explains what your property’s Concierge is and how to configure your property’s Concierge settings.
Setting Up Guest Engagement
All the most important things you need to know.
Set up your digital guest directory
Set up your property settings
Setting up and managing upsellsLearn the basic steps on building offers, choosing questions, personalisation and segmentation for guests.
Set up guest feedback
Set up and send SMS (text messages)Follow these instructions to get everything up and running and start sending text messages to guests.
Setting up Guest EngagementOutline of all the features with instructions to set up and start seeing and enjoying all the great benefits of Guest Engagement.
Using other languagesThis article explains how to set up additional languages for your property.
Configuring Expedia to allow Guest Engagement emails to be sentWith one simple change, you can now reach all Expedia guests.
Guest Engagement setup checklistsGet a checklist for each Guest Engagement module so you don't miss anything as you set them up
Automated compliance reporting
Frequently asked questions about Guest Engagement
Video: Introduction to Guest Engagement
Set up the check-in form
How to connect automated compliance reporting to SES Hospedajes platform