Guest Engagement
72 articles
Setting Up Guest Engagement
All the most important things you need to know.
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.
Set up your property settings for Guest EngagementGuest Engagement: Set up your property settings.
Set up your digital guest directory
Setting up and managing upsellsLearn the basic steps on building offers, choosing questions, personalisation and segmentation for guests.
Set up guest feedback
Guest Engagement setup checklistsGet a checklist for each Guest Engagement module so you don't miss anything as you set them up
Set up the check-in form
Guest Engagement: video tutorials
Set up CommunicationLearn how to communicate with guests using automated scheduled messages and Messaging hub.
Settings
Change the way Guest Engagement works for your property.
View the system log in Guest Engagement
Set up general settings in Guest EngagementLearn how to set up your property details, regional settings, and Concierge appearance in Guest Engagement.
Notification settings for Guest Engagement
Add languages and translations in Guest EngagementHow to set up additional languages and add custom translations for Guest Engagement.
Ensure your Guest Engagement messages reach Expedia guestsEnable Guest Engagement messages to be sent to Expedia guests.
Ensure Guest Engagement communications reach all OTA guestsAdd the email domain @guestjoy.com to your connected OTAs' approved lists to ensure emails reach your guests.
Communication
Communicate with guests using automated scheduled messages and Messaging hub.
Guest activity
Guest activity before, during, and after guests' stay.
View received feedback in Guest EngagementView your guest feedback and ratings in Guest Engagement.
View returned check-in forms in Guest EngagementHow to access the Check-ins list, which shows you all guests who completed their digital check-in form before arrival.
Manage orders in Guest EngagementView and manage all guest orders made through Guest Engagement's Concierge feature, including offers and room upgrades.
Analytics
Measure the performance of Guest Engagement
Guest analyticsView guest analytics in Guest Engagement.
Analytics for scheduled messagesTrack how your Guest Engagement scheduled messages perform, understand open rates and click rates, and identify opportunities.
Feedback analyticsTrack guest satisfaction ratings from post-stay feedback and identify trends by room type, language, and time period.
Upsell analyticsTrack how your upsell offers perform, understand revenue patterns, and identify opportunities for your offers in Guest Engagement.
Directory
Setting up your digital guest directory
Directory Module OverviewOverview of the Guest directory, explaining what it is, where it is located, and how it works.
Configure your digital Concierge and Guest directoryLearn how to set up and customise your property's digital Concierge web page and Guest directory.
Adding a new card to your DirectoryLearn how to add a new Info card to your property’s Guest directory.
Info card types for your Guest directoryLearn about the different types of Info cards available in Guest Engagement to enhance your digital Guest directory.
Additional services for your ConciergeAdd services that appear in your Guest Engagement concierge to help guests discover what's available during their stay.
Add directions to your Concierge in Guest EngagementLearn how to help guests find your property by adding directions in your Guest Engagement Concierge.
Directions for your ConciergeAdd directions to your Concierge in Guest Engagement.
Share your Guest directory with QR codesLearn how to help guests access your digital Guest directory by setting up and displaying QR codes around your property.
Create clickable phone numbers in your Guest directoryHelp your guests make calls easily by adding clickable phone numbers to your Info cards for your Guest Engagement digital directory.
Add Google Maps directions to your Guest directoryAdd a Google Maps link to your Info cards. This makes it easy for guests to get directions from your property to nearby places.
Check-in
Allow your guests to provide their check-in data prior to arrival for a safer stay
Customising the Check-in moduleConfigure your check-in module including the check-in form, confirmation message and welcome screens.
Create a check-in formLearn how to streamline your check-in process by collecting guest information before arrival with Guest Engagement.
Choose questions for your 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
Automated compliance reporting
Upsell
Offers, upgrades, and setting up the Concierge page for your property.
Create and manage upsell offersLearn how to set up offers in Guest Engagement to enhance your upselling opportunities.
Add a new offerUse Guest Engagement to create upsell offers that display in your Concierge to help increase guest revenue.
About creating targeted upsell offersLearn how to identify your key guest types and create compelling offers in Guest Engagement that match their needs and interests.
Make offers prominent in upsell messagesLearn how to structure your upsell messages in Guest Engagement to highlight your offers and increase guest engagement.
Add questions to your upsell offersHow to add questions to your upsell offers in Guest Engagement.
Advanced settings for upsell offers and room upgradesConfigure advanced settings for your Guest Engagement offers and room upgrades.
Control offer visibility with segmentsSet up offers in Guest Engagement and set up segmentation to show the right offers to the right guests .
Feedback
Exploring the feedback left by your guests from various sources.
Manage guest feedbackGuest Engagement — Set up when guests see your survey or Tripadvisor review options after their stay.
Customise your feedback surveysHow to set up your property’s feedback surveys in Guest Engagement.
Create effective post-stay survey questionsFind out how to create an effective post-stay feedback survey in Guest Engagement that helps improve your guest experience.
Guests
About your guests and reservations.
Add a guest in Guest EngagementAdd guests manually in Guest Engagement.
View guest list and profiles in Guest Engagement
Connect Guest Engagement to MailchimpExport your guest list in Guest Engagement to Mailchimp.
View guest messages sent through your ConciergeView and respond to pre-stay messages that guests send through your Concierge page.