Guest Engagement
73 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 upsellsSetting up and managing upsells in Guest Engagement.
- 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 EngagementHow to set up your property details, regional settings, and Concierge appearance in Guest Engagement.
- Set your property email address in 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.
- Set your notification e-mails in Guest EngagementHow to set which e-mail addresses receive Guest Engagement notifications
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
- 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
- Overview of the Guest directoryOverview 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
- 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.