Guest Engagement

71 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

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 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.

Messaging Hub_{4 articles}

Scheduled messagesSetting up and managing your pre, during, and post-stay messages._{10 articles}

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

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.

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

Automated Compliance Reporting (Other countries)Automated Compliance Reporting (Other countries)_{4 articles}

Automated Compliance Reporting (Portugal)Automated Compliance Reporting (Portugal)_{1 article}

Automated Compliance Reporting (Germany)Automated Compliance Reporting (Germany)_{1 article}

Automated Compliance Reporting (Spain)Automated Compliance Reporting (Spain)_{3 articles}

Upsell

Offers, upgrades, and setting up the Concierge page for your property.

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 EngagementView the guest list in Guest Engagement which shows all your upcoming guest reservations from today onwards.

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.