We have found that inns who follow good practices normally do better than those that are disorganized.
Here are some tips:
- ALWAYS have a guest's phone number on file. Even if it is a group reservation, have the person in charge of the group on the reservation and with their contact information. If you don't have a phone number, use "Block" instead of "Book" and save their name in the note. Imagine if something happened to yourself or if you inherited an inn where guest information is missing. It would be a nightmare where you have to wait for the guest to show up to finally figure out what is going on.
- ALWAYS have a guest's credit card on file. Even if it is your best friend in the world. That way, if anything does happen to the room, they don't show or they cancel late, you have a card on file. Most people who would damage their room say they will pay with cash. If they don't have a credit card, it's not very hard to get one. That should raise a warning flag.
- Get as much information in ResNexus about the guest as you can. If you don't collect email addresses, birthdays or anniversaries, Auto Pilot is less effective for you.
- Use proper capitalization. Sloppy typing shows up in your Auto Pilot emails and says, "Dear michael, we are too lazy to capitalize the M in your name." "Dear STEPHANIE, doesn't it feel like we are screaming at you?"
- Guests booking online sometimes use improper capitalization. Fix it as soon as you see it in your copy of their confirmation email.
- With online reservations, it is classy to call the guest and personally thank and welcome them to your inn.
- Make sure the Outstanding Balances report is empty each night or week. You will rarely let any money slip away from human error if you use that one report.
Please call your Red Carpet Professional if you have any additional questions.