Guest Management (Quản Lý Khách Hàng)¶
Guest Management là hệ thống quản lý thông tin khách hàng toàn diện, lưu trữ lịch sử lưu trú, preferences, và hỗ trợ personalized service cho từng khách hàng.
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh màn hình: 1. Truy cập: http://localhost:8901/customer-management/guests 2. Đảm bảo có dữ liệu mẫu (guests, bookings, preferences) 3. Chụp toàn bộ màn hình guest list với filters và search 4. Lưu ảnh tại:
mkdocs/docs/assets/images/customer-management/guest-list.png
Tổng Quan¶
Guest Management cung cấp:
- Guest Database - Lưu trữ thông tin chi tiết của khách hàng
- Booking History - Lịch sử đặt phòng và lưu trú
- Preferences & Notes - Ghi chú sở thích và yêu cầu đặc biệt
- VIP & Loyalty - Quản lý khách VIP và chương trình khách hàng thân thiết
- Communication Log - Lịch sử tương tác và liên hệ
- Analytics & Insights - Phân tích hành vi và lifetime value
Guest Lifecycle¶
graph TD
A[New Guest] --> B[First Booking]
B --> C[Check-in]
C --> D[Stay Experience]
D --> E[Collect Preferences]
E --> F[Update Profile]
D --> G[Check-out]
G --> H[Feedback Collection]
H --> I{Satisfied?}
I -->|Yes| J[Loyalty Program]
I -->|No| K[Service Recovery]
J --> L[Repeat Booking]
K --> L
L --> M[VIP Status]
M --> N[Personalized Service]
N --> C
style A fill:#e3f2fd
style J fill:#c8e6c9
style M fill:#fff9c4
style N fill:#f3e5f51. Guest List Interface¶
1.1. Search & Filter Bar¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Focus vào search bar và filter options 2. Hiển thị các filter categories 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/guest-search-filters.png
Search & Filter Options:
┌────────────────── GUEST MANAGEMENT ──────────────────┐
│ │
│ [🔍 Search by name, email, phone, booking code...] │
│ │
│ Quick Filters: │
│ ├─ [All Guests (1,248)] [VIP (45)] [Active (892)] │
│ ├─ [Recent (156)] [Frequent (89)] [Blacklist (3)] │
│ └─ [Today's Check-in (12)] [Today's Check-out (8)] │
│ │
│ Advanced Filters: │
│ [Status ▼] [Segment ▼] [Country ▼] [Loyalty Tier ▼] │
│ │
│ View: [📋 List] [📇 Cards] [📊 Analytics] │
│ │
│ [➕ Add New Guest] [📤 Export] [🔄 Sync CRM] │
│ │
└───────────────────────────────────────────────────────┘
Filter Categories:
- Status Filter:
- ✅ All Guests (1,248)
- 🟢 Active (Current or upcoming bookings) - 892
- 🔵 Past Guests (No recent bookings) - 356
- 🔴 Blacklisted (Do not serve) - 3
-
⭐ VIP Guests - 45
-
Loyalty Tier:
- 🥇 Platinum (100+ nights) - 12
- 🥈 Gold (50-99 nights) - 34
- 🥉 Silver (20-49 nights) - 89
- 🎯 Blue (5-19 nights) - 245
-
⚪ Member (< 5 nights) - 868
-
Booking Frequency:
- 🔥 Frequent (10+ bookings) - 89
- 🔄 Repeat (3-9 bookings) - 234
-
🆕 New (1-2 bookings) - 925
-
Geographic:
- 🇻🇳 Vietnam
- 🇺🇸 USA
- 🇯🇵 Japan
- 🇰🇷 Korea
- 🌏 Other
1.2. Guest List Table¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Chụp toàn bộ guest table với nhiều rows 2. Hiển thị columns: Name, Contact, Status, Bookings, LTV 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/guest-list-table.png
Guest Table Layout:
┌────┬──────────────┬──────────────┬─────────┬──────────┬────────┬─────────┐
│ # │ Guest Name │ Contact Info │ Status │ Bookings │ LTV │ Actions │
│ │ │ │ │ │ │ │
├────┼──────────────┼──────────────┼─────────┼──────────┼────────┼─────────┤
│ 1 │ Nguyễn Văn A │ +84 901 234 │⭐ VIP │ 24 │$12,400 │ [View] │
│ │ ID: #GU-1001 │ nva@mail.com │🥇Platinum│ 156 nights│ Avg: │ [Edit] │
│ │ │ │ │ │ $520 │[History]│
│ │
├────┼──────────────┼──────────────┼─────────┼──────────┼────────┼─────────┤
│ 2 │ Sarah Johnson│ +1 555 6789 │🟢 Active│ 12 │ $8,200 │ [View] │
│ │ ID: #GU-1005 │ sarah@usa.com│🥈 Gold │ 68 nights│ Avg: │ [Edit] │
│ │ │ │In-house │ │ $683 │[History]│
│ │ │ Room: 305 │Today │ │ │ │
│ │
├────┼──────────────┼──────────────┼─────────┼──────────┼────────┼─────────┤
│ 3 │ 田中太郎 │ +81 90 1234 │🟢 Active│ 8 │ $5,600 │ [View] │
│ │ Tanaka Taro │ taro@jp.com │🥉 Silver│ 42 nights│ Avg: │ [Edit] │
│ │ ID: #GU-1023 │ │Next: 3d │ │ $700 │[History]│
│ │
├────┼──────────────┼──────────────┼─────────┼──────────┼────────┼─────────┤
│ 4 │ Kim Min-soo │ +82 10 5678 │🔵 Past │ 3 │ $1,800 │ [View] │
│ │ 김민수 │ kim@kr.com │⚪Member │ 12 nights│ Avg: │ [Edit] │
│ │ ID: #GU-1156 │ │Last: 6mo│ │ $600 │[History]│
│ │
├────┼──────────────┼──────────────┼─────────┼──────────┼────────┼─────────┤
│ 5 │ Maria Garcia │ +34 612 345 │🆕 New │ 1 │ $450 │ [View] │
│ │ ID: #GU-1890 │ maria@es.com │⚪Member │ 3 nights │ Avg: │ [Edit] │
│ │ │ │First:2mo│ │ $450 │[History]│
└────┴──────────────┴──────────────┴─────────┴──────────┴────────┴─────────┘
Column Details:
- Guest Name:
- Full name (original + romanized if needed)
- Guest ID (unique identifier)
-
Photo thumbnail (if available)
-
Contact Info:
- Phone number
- Email address
-
Current room (if in-house)
-
Status:
- VIP badge (if applicable)
- Loyalty tier
- Current status (Active/Past/In-house/Blacklist)
-
Next booking info (if upcoming)
-
Bookings:
- Total bookings count
- Total nights stayed
-
Last stay date / Next booking date
-
LTV (Lifetime Value):
- Total revenue generated
- Average spend per stay
- Growth trend
1.3. Guest Cards View¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Switch to Cards view 2. Hiển thị guest cards với avatar và info 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/guest-cards-view.png
Cards Layout:
┌─────────────────────┐ ┌─────────────────────┐ ┌─────────────────────┐
│ [👤 Photo] │ │ [👤 Photo] │ │ [👤 Photo] │
│ │ │ │ │ │
│ Nguyễn Văn A ⭐ │ │ Sarah Johnson │ │ 田中太郎 │
│ #GU-1001 │ │ #GU-1005 │ │ Tanaka Taro │
│ │ │ │ │ #GU-1023 │
│ 📧 nva@mail.com │ │ 📧 sarah@usa.com │ │ 📧 taro@jp.com │
│ 📱 +84 901 234 567 │ │ 📱 +1 555 678 9012 │ │ 📱 +81 90 1234 567 │
│ │ │ │ │ │
│ 🥇 Platinum │ │ 🥈 Gold │ │ 🥉 Silver │
│ 💰 $12,400 LTV │ │ 💰 $8,200 LTV │ │ 💰 $5,600 LTV │
│ 🏨 24 bookings │ │ 🏨 12 bookings │ │ 🏨 8 bookings │
│ │ │ │ │ │
│ 📍 Vietnam │ │ 📍 USA │ │ 📍 Japan │
│ 🎂 Last: 2 days ago│ │ 🏠 In-house: 305 │ │ 📅 Next: 3 days │
│ │ │ │ │ │
│ [View Details] │ │ [View Details] │ │ [View Details] │
└─────────────────────┘ └─────────────────────┘ └─────────────────────┘
2. Guest Profile Details¶
2.1. Guest Profile Overview¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Click vào 1 guest để mở profile 2. Hiển thị full guest information 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/guest-profile.png
Guest Profile Modal:
┌──────────────────── GUEST PROFILE ────────────────────┐
│ │
│ [👤 Photo] Nguyễn Văn A ⭐ VIP │
│ Guest ID: #GU-1001 │
│ Member Since: Jan 2020 (5 years) │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ CONTACT INFORMATION: │
│ │
│ 📧 Email: nva@email.com (Verified ✓) │
│ 📱 Phone: +84 901 234 567 (Primary) │
│ +84 902 345 678 (Secondary) │
│ 💬 WhatsApp: +84 901 234 567 │
│ 🏠 Address: 123 Nguyen Hue St, District 1 │
│ Ho Chi Minh City, Vietnam │
│ 🌍 Nationality: Vietnamese │
│ 🎂 DOB: Jan 15, 1985 (40 years old) │
│ 👤 Gender: Male │
│ 🆔 ID/Passport: 123456789 (Expires: 2028) │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ LOYALTY STATUS: │
│ │
│ Tier: 🥇 Platinum Elite │
│ ├─ Points: 15,240 pts │
│ ├─ Next Tier: Diamond (25,000 pts needed) │
│ └─ Benefits: Late checkout, Room upgrade, │
│ Welcome gift, Priority support │
│ │
│ Member Card: PLT-VN-1001 │
│ Expiry: Dec 31, 2025 │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ BOOKING STATISTICS: │
│ │
│ Total Bookings: 24 bookings │
│ Total Nights: 156 nights │
│ Average Stay: 6.5 nights/booking │
│ │
│ First Stay: Jan 12, 2020 │
│ Last Stay: Jan 21-25, 2025 (4 nights) │
│ Next Booking: Feb 10-14, 2025 (Confirmed) │
│ │
│ Lifetime Value: $12,400 │
│ Average Spend: $520/booking │
│ Trend: 📈 Growing (+15% YoY) │
│ │
│ Cancellation Rate: 2% (Very low) │
│ No-show Rate: 0% (Excellent) │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ PREFERENCES & SPECIAL REQUESTS: │
│ │
│ Room Preferences: │
│ ├─ ☑️ High floor (8+) │
│ ├─ ☑️ City view │
│ ├─ ☑️ Non-smoking │
│ ├─ ☑️ King bed │
│ └─ ☑️ Away from elevator │
│ │
│ Amenities: │
│ ├─ ☑️ Extra pillows (soft) │
│ ├─ ☑️ Coffee machine │
│ ├─ ☑️ Yoga mat │
│ └─ ☐ Baby cot (not needed) │
│ │
│ Dietary: │
│ ├─ 🥗 Vegetarian │
│ ├─ 🥛 Lactose intolerant │
│ └─ ☕ Prefers Vietnamese coffee │
│ │
│ Special Notes: │
│ ├─ "Prefers early check-in (before 12 PM)" │
│ ├─ "Always requests extra towels" │
│ ├─ "Celebrates anniversary on Feb 14 each year" │
│ └─ "VIP - Always provide welcome fruit basket" │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ COMMUNICATION PREFERENCES: │
│ │
│ Preferred Language: Vietnamese, English │
│ Contact Method: Email (Primary), WhatsApp │
│ Marketing Consent: ☑️ Email ☑️ SMS ☐ Phone │
│ Newsletter: ☑️ Subscribed │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ TAGS & CATEGORIES: │
│ │
│ [VIP] [Platinum] [Frequent Traveler] [Business] │
│ [Vegetarian] [Anniversary Guest] [High Spender] │
│ │
│ ════════════════════════════════════════════════════ │
│ │
│ ACTIONS: │
│ │
│ [Edit Profile] [View Bookings] [Communication Log] │
│ [Add Note] [Send Message] [Book on Behalf] │
│ [Generate Report] [Export Data] [Close] │
│ │
└────────────────────────────────────────────────────────┘
2.2. Booking History¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Navigate to Booking History tab 2. Hiển thị full booking timeline 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/booking-history.png
Booking History Timeline:
┌────────────── BOOKING HISTORY (24) ────────────────┐
│ │
│ Filter: [All] [Confirmed] [Completed] [Cancelled] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ UPCOMING: │
│ │
│ 📅 Feb 10-14, 2025 (5 days) │
│ ├─ Booking: #BK-2025-0234 │
│ ├─ Status: ✅ Confirmed │
│ ├─ Room: Deluxe King (304) │
│ ├─ Rate: $125/night × 4 nights = $500 │
│ ├─ Special: Anniversary package included │
│ └─ Payment: Paid in full │
│ [View Details] [Modify] [Cancel] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ RECENT: │
│ │
│ 📅 Jan 21-25, 2025 (5 days) │
│ ├─ Booking: #BK-2025-0012 │
│ ├─ Status: ✅ Completed │
│ ├─ Room: Suite (512) │
│ ├─ Rate: $180/night × 4 nights = $720 │
│ ├─ Upgrades: Late checkout (2 PM) │
│ ├─ Total Spent: $820 (incl. minibar $100) │
│ ├─ Rating: ⭐⭐⭐⭐⭐ (5/5) │
│ └─ Feedback: "Excellent service as always!" │
│ [View Details] [Request Review] │
│ │
│ 📅 Dec 15-20, 2024 (6 days) │
│ ├─ Booking: #BK-2024-0889 │
│ ├─ Status: ✅ Completed │
│ ├─ Room: Deluxe King (401) │
│ ├─ Rate: $120/night × 5 nights = $600 │
│ ├─ Total Spent: $680 (incl. breakfast $80) │
│ ├─ Rating: ⭐⭐⭐⭐⭐ (5/5) │
│ └─ Feedback: "Great location, clean room" │
│ [View Details] │
│ │
│ 📅 Nov 8-12, 2024 (5 days) │
│ ├─ Booking: #BK-2024-0723 │
│ ├─ Status: ✅ Completed │
│ ├─ Room: Standard Queen (205) │
│ ├─ Rate: $90/night × 4 nights = $360 │
│ ├─ Total Spent: $360 │
│ ├─ Rating: ⭐⭐⭐⭐ (4/5) │
│ └─ Feedback: "Good value for money" │
│ [View Details] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ HISTORY (Showing 4/24): │
│ │
│ 📅 Oct 2024 - Suite - $720 - ⭐⭐⭐⭐⭐ │
│ 📅 Sep 2024 - Deluxe - $540 - ⭐⭐⭐⭐⭐ │
│ 📅 Aug 2024 - Deluxe - $600 - ⭐⭐⭐⭐⭐ │
│ ... (17 more bookings) │
│ │
│ [Load More] [Export History] [Book Again] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ SUMMARY: │
│ │
│ Total Bookings: 24 │
│ Completed: 22 (92%) │
│ Upcoming: 1 (4%) │
│ Cancelled: 1 (4%) │
│ No-shows: 0 (0%) │
│ │
│ Favorite Room Type: Deluxe King (12 bookings) │
│ Average Rating: 4.8/5.0 │
│ Total Spent: $12,400 │
│ │
└─────────────────────────────────────────────────────┘
2.3. Communication Log¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Navigate to Communication Log tab 2. Hiển thị message history và interactions 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/communication-log.png
Communication Timeline:
┌──────────── COMMUNICATION LOG ─────────────────────┐
│ │
│ Filter: [All] [Email] [SMS] [Phone] [Chat] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ 📧 Jan 20, 2025 - 2:30 PM (Email) │
│ From: reservations@sazihotel.com │
│ To: nva@email.com │
│ Subject: Check-in Confirmation - BK-2025-0012 │
│ │
│ "Dear Mr. Nguyen, │
│ Thank you for choosing SaziHotel. Your Suite │
│ is ready. Early check-in approved at 11 AM." │
│ │
│ Status: ✅ Delivered & Read │
│ [View Full Email] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ 💬 Jan 18, 2025 - 10:15 AM (WhatsApp) │
│ Guest → Hotel: │
│ "Hi, I have a booking for Jan 21. Can I check in │
│ early around 11 AM?" │
│ │
│ Hotel → Guest (10:20 AM): │
│ "Hello Mr. Nguyen! Yes, we can arrange early │
│ check-in at 11 AM for your Suite reservation. │
│ See you soon!" │
│ │
│ Guest → Hotel (10:22 AM): │
│ "Perfect, thank you! 😊" │
│ │
│ [View Chat Thread] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ 📧 Jan 15, 2025 - 9:00 AM (Marketing Email) │
│ Campaign: "Valentine's Special Offer" │
│ Status: ✅ Delivered, Opened, Clicked │
│ → Resulted in booking: BK-2025-0234 │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ 📞 Dec 20, 2024 - 3:45 PM (Phone Call) │
│ Duration: 8 minutes │
│ Agent: Sarah (Reception) │
│ Type: Booking inquiry │
│ │
│ Notes: │
│ "Guest called to inquire about holiday rates. │
│ Explained pricing, made Dec 15-20 reservation. │
│ Requested high floor room - noted in booking." │
│ │
│ [Listen Recording] [View Notes] │
│ │
│ ═══════════════════════════════════════════════ │
│ │
│ 📧 Dec 10, 2024 - 10:00 AM (Email) │
│ Subject: "Thank you for your recent stay" │
│ Type: Post-stay survey │
│ Status: ✅ Delivered, Opened, Responded │
│ Rating: ⭐⭐⭐⭐⭐ (5/5) │
│ │
│ [Load More] [Send Message] [Export Log] │
│ │
└─────────────────────────────────────────────────────┘
3. Guest Segmentation¶
3.1. VIP Management¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Filter to VIP guests only 2. Hiển thị VIP list và special services 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/vip-management.png
VIP Guest Dashboard:
┌──────────────── VIP GUESTS (45) ──────────────────┐
│ │
│ VIP TIERS: │
│ │
│ 🏆 Diamond (10+): 12 guests │ $248,000 LTV │
│ 🥇 Platinum (7-9): 18 guests │ $156,000 LTV │
│ 🥈 Gold (4-6): 15 guests │ $82,000 LTV │
│ │
│ Total VIP Revenue: $486,000 (42% of total) │
│ │
│ ════════════════════════════════════════════ │
│ │
│ ACTIVE VIP ALERTS: │
│ │
│ 🎂 BIRTHDAYS THIS WEEK: │
│ ├─ Nguyễn Văn A (Jan 15) - Send gift │
│ ├─ Sarah Johnson (Jan 17) - Room upgrade │
│ └─ Prepare birthday cakes & cards │
│ │
│ 📅 UPCOMING VIP CHECK-INS: │
│ ├─ Today (3): Rooms ready, welcome gifts set │
│ ├─ Tomorrow (2): Early check-in approved │
│ └─ This Week (8): Monitor preferences │
│ │
│ 🎯 ANNIVERSARY DATES: │
│ ├─ Tanaka Taro (Feb 14) - Special package │
│ └─ Book champagne & flowers │
│ │
│ ⚠️ AT-RISK VIPs (No booking 6+ months): │
│ ├─ Kim Min-soo - Last stay: Aug 2024 │
│ └─ Action: Send personalized offer │
│ │
│ ════════════════════════════════════════════ │
│ │
│ VIP SERVICES SUMMARY: │
│ │
│ Complimentary Upgrades: 42 this month │
│ Welcome Amenities: 156 delivered │
│ Late Checkouts: 38 approved │
│ Airport Transfers: 24 arranged │
│ Personal Concierge: 89 requests │
│ │
│ [View All VIPs] [Send VIP Newsletter] [Reports] │
│ │
└────────────────────────────────────────────────────┘
3.2. Guest Segments¶
Segmentation Categories:
┌───────────── GUEST SEGMENTS ──────────────────────┐
│ │
│ BY BEHAVIOR: │
│ │
│ 🔥 Super Loyal (10+ bookings): │
│ 89 guests │ $234,000 LTV │ 95% satisfaction │
│ → Target: VIP upgrade, exclusive offers │
│ │
│ 🔄 Repeat Guests (3-9 bookings): │
│ 234 guests │ $156,000 LTV │ 88% satisfaction │
│ → Target: Loyalty program enrollment │
│ │
│ 🆕 New Guests (1-2 bookings): │
│ 925 guests │ $98,000 LTV │ 82% satisfaction │
│ → Target: Welcome campaign, conversion │
│ │
│ 💤 Dormant (No booking 12+ months): │
│ 156 guests │ $45,000 LTV │ Re-engagement │
│ → Target: Win-back campaign │
│ │
│ ════════════════════════════════════════════ │
│ │
│ BY VALUE: │
│ │
│ 💎 High Value (LTV $5,000+): │
│ 67 guests │ $402,000 total │ VIP treatment │
│ │
│ 💰 Medium Value (LTV $1,000-4,999): │
│ 312 guests │ $456,000 total │ Standard plus │
│ │
│ 💵 Low Value (LTV < $1,000): │
│ 869 guests │ $298,000 total │ Standard │
│ │
│ ════════════════════════════════════════════ │
│ │
│ BY PURPOSE: │
│ │
│ 💼 Business Travelers: 456 guests │
│ 🏖️ Leisure/Vacation: 623 guests │
│ 👨👩👧 Family/Group: 89 guests │
│ 💑 Couples/Romance: 80 guests │
│ │
│ ════════════════════════════════════════════ │
│ │
│ BY GEOGRAPHY: │
│ │
│ 🇻🇳 Domestic (Vietnam): 623 guests (50%) │
│ 🌏 Asia Pacific: 312 guests (25%) │
│ 🌍 Europe: 156 guests (12%) │
│ 🌎 Americas: 123 guests (10%) │
│ 🌐 Others: 34 guests (3%) │
│ │
│ [Create Custom Segment] [Export] [Campaign] │
│ │
└────────────────────────────────────────────────────┘
4. Analytics & Insights¶
4.1. Guest Analytics Dashboard¶
📸 Chụp từ: http://localhost:8901/customer-management/guests
Hướng dẫn chụp ảnh: 1. Navigate to Analytics tab 2. Hiển thị charts và metrics 3. Lưu tại:
mkdocs/docs/assets/images/customer-management/guest-analytics.png
Analytics Dashboard:
┌────────────── GUEST ANALYTICS ────────────────────┐
│ │
│ Period: Last 12 Months │
│ │
│ KEY METRICS: │
│ │
│ Total Guests: 1,248 │
│ New Guests: 425 (+18% YoY) │
│ Returning Guests: 823 (66% return rate) │
│ Average LTV: $928 │
│ │
│ ════════════════════════════════════════════ │
│ │
│ GUEST ACQUISITION: │
│ │
│ New Guests by Month: │
│ 60 │ ⚫ │
│ 50 │ ⚫ ⚫ ⚫─⚫ │
│ 40 │ ⚫ ⚫ ⚫ │
│ 30 │ ⚫ ⚫ │
│ └──────────────────────────────────── │
│ Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec│
│ │
│ Top Acquisition Channels: │
│ ├─ Direct Booking: 42% │
│ ├─ OTA (Booking.com): 28% │
│ ├─ Google Ads: 15% │
│ ├─ Referral: 10% │
│ └─ Social Media: 5% │
│ │
│ ════════════════════════════════════════════ │
│ │
│ RETENTION & LOYALTY: │
│ │
│ Repeat Rate: 66% │
│ Churn Rate: 12% │
│ Loyalty Members: 456 (37% of total) │
│ │
│ Retention by Cohort (First booking month): │
│ ├─ Q1 2024: 72% still active │
│ ├─ Q2 2024: 68% still active │
│ ├─ Q3 2024: 58% still active │
│ └─ Q4 2024: 45% still active (new cohort) │
│ │
│ ════════════════════════════════════════════ │
│ │
│ GUEST LIFETIME VALUE: │
│ │
│ LTV Distribution: │
│ 300│ ██ │
│ 250│ ███ │
│ 200│ █████ │
│ 150│ ███████ │
│ 100│ ████████████ │
│ 50│ ██████████████████ │
│ └──────────────────────────────────── │
│ <$500 $500 $1K $2K $5K $10K $20K+ │
│ -1K -2K -5K -10K -20K │
│ │
│ Average LTV by Segment: │
│ ├─ VIP: $10,800 │
│ ├─ Frequent: $3,200 │
│ ├─ Repeat: $1,450 │
│ └─ New: $420 │
│ │
│ ════════════════════════════════════════════ │
│ │
│ SATISFACTION & ENGAGEMENT: │
│ │
│ Average Rating: 4.6/5.0 ⭐⭐⭐⭐⭐ │
│ NPS Score: 68 (Promoters: 78%) │
│ Review Rate: 42% (guests leaving reviews) │
│ │
│ Engagement Metrics: │
│ ├─ Email Open Rate: 45% │
│ ├─ Click Rate: 12% │
│ ├─ App Users: 234 (19%) │
│ └─ Loyalty Active: 456 (37%) │
│ │
│ [Export Report] [Custom Dashboard] [Share] │
│ │
└────────────────────────────────────────────────────┘
4.2. Predictive Insights¶
AI-Powered Insights:
┌───────────── PREDICTIVE INSIGHTS ─────────────────┐
│ │
│ 🤖 MACHINE LEARNING PREDICTIONS: │
│ │
│ CHURN RISK ANALYSIS: │
│ │
│ 🔴 High Risk (Next 30 days): │
│ 23 guests at risk of churning │
│ ├─ Kim Min-soo (85% risk) │
│ │ Last stay: 6 months ago │
│ │ Action: Send 20% discount offer │
│ │ │
│ ├─ Maria Garcia (72% risk) │
│ │ First stay was 8 months ago, no return │
│ │ Action: Welcome back campaign │
│ │ │
│ └─ 21 more at-risk guests... │
│ │
│ 🟡 Medium Risk: 45 guests │
│ 🟢 Low Risk: 1,180 guests │
│ │
│ ════════════════════════════════════════════ │
│ │
│ UPSELL OPPORTUNITIES: │
│ │
│ High probability upsell targets (Next 14 days): │
│ │
│ Sarah Johnson (In-house): │
│ ├─ 78% likely to extend stay │
│ └─ Offer: 2 more nights at 15% off │
│ │
│ Tanaka Taro (Booking confirmed): │
│ ├─ 65% likely to upgrade to Suite │
│ └─ Offer: Suite upgrade for $40/night │
│ │
│ Potential Revenue: $2,340 │
│ │
│ ════════════════════════════════════════════ │
│ │
│ BOOKING PREDICTIONS: │
│ │
│ Likely to book in next 30 days: │
│ ├─ Nguyễn Văn A: 92% (Books every 6 weeks) │
│ ├─ Sarah Johnson: 85% (Quarterly pattern) │
│ └─ 12 more high-probability bookings │
│ │
│ Expected bookings: 14 │
│ Projected revenue: $8,200 │
│ │
│ ════════════════════════════════════════════ │
│ │
│ LIFETIME VALUE FORECAST: │
│ │
│ Top 10 guests by predicted future value: │
│ 1. Nguyễn Văn A: $18,500 (next 12 months) │
│ 2. Sarah Johnson: $12,800 │
│ 3. Tanaka Taro: $9,200 │
│ ... (7 more) │
│ │
│ Total predicted revenue (12 months): $896,000 │
│ │
│ [Take Action] [View Details] [Export Insights] │
│ │
└────────────────────────────────────────────────────┘
5. Guest Operations¶
5.1. Bulk Operations¶
Mass Actions:
┌──────────── BULK OPERATIONS ──────────────────────┐
│ │
│ Selected: 24 guests │
│ │
│ AVAILABLE ACTIONS: │
│ │
│ 📧 Communication: │
│ ├─ [Send Email Campaign] │
│ ├─ [Send SMS] │
│ ├─ [Add to Newsletter] │
│ └─ [Remove from Mailing List] │
│ │
│ 🏷️ Tagging & Segmentation: │
│ ├─ [Add Tag] │
│ ├─ [Remove Tag] │
│ ├─ [Change Segment] │
│ └─ [Update Loyalty Tier] │
│ │
│ 💰 Promotions: │
│ ├─ [Send Discount Code] │
│ ├─ [Grant Loyalty Points] │
│ └─ [Apply Special Rate] │
│ │
│ 📊 Data Management: │
│ ├─ [Export to CSV] │
│ ├─ [Export to Excel] │
│ ├─ [Merge Duplicates] │
│ └─ [Delete Selected] │
│ │
│ 🔄 CRM Sync: │
│ ├─ [Sync to Salesforce] │
│ ├─ [Sync to HubSpot] │
│ └─ [Update from PMS] │
│ │
│ [Cancel Selection] [Execute Action] │
│ │
└────────────────────────────────────────────────────┘
5.2. Import & Export¶
Data Management:
┌──────────── IMPORT / EXPORT ──────────────────────┐
│ │
│ IMPORT GUESTS: │
│ │
│ Supported formats: │
│ ├─ CSV (Comma-separated values) │
│ ├─ Excel (.xlsx) │
│ ├─ vCard (.vcf) │
│ └─ JSON │
│ │
│ [Download Template] [Upload File] │
│ │
│ Import Options: │
│ ☑️ Skip duplicates (match by email) │
│ ☑️ Update existing guests │
│ ☐ Create duplicates │
│ ☑️ Send welcome email to new guests │
│ │
│ ════════════════════════════════════════════ │
│ │
│ EXPORT GUESTS: │
│ │
│ Export Filters: │
│ ├─ All Guests (1,248) │
│ ├─ Current Filter (45 VIP guests) │
│ └─ Selected Guests (24) │
│ │
│ Export Format: │
│ ⭕ CSV ○ Excel ○ JSON ○ PDF Report │
│ │
│ Include Fields: │
│ ☑️ Basic Info (Name, Email, Phone) │
│ ☑️ Booking History │
│ ☑️ Preferences │
│ ☑️ Loyalty Data │
│ ☑️ Communication Log │
│ ☐ Payment History (Sensitive) │
│ │
│ [Export Now] [Schedule Export] [Cancel] │
│ │
└────────────────────────────────────────────────────┘
6. Best Practices¶
6.1. Data Management¶
Maintaining Quality Data:
- Regular Updates:
- Verify contact info at check-in
- Update preferences during stay
- Collect feedback at checkout
-
Clean duplicates monthly
-
Privacy Compliance:
- GDPR/PDPA compliance
- Consent management
- Right to be forgotten
-
Data retention policies
-
Segmentation:
- Review segments quarterly
- Update criteria based on behavior
- A/B test campaigns
- Track segment performance
6.2. Guest Experience¶
Personalization Tips:
- Pre-Arrival:
- Review guest profile
- Prepare preferences
- Send personalized welcome
-
Arrange special requests
-
During Stay:
- Greet by name
- Note preferences observed
- Anticipate needs
-
Collect new preferences
-
Post-Stay:
- Thank you message
- Request feedback
- Offer return incentive
- Update profile with notes
7. Troubleshooting¶
Common Issues & Solutions¶
Issue 1: Duplicate Guest Profiles - Cause: Multiple bookings with slight variations in name/email - Solution: Use merge duplicate tool, set matching rules
Issue 2: Outdated Contact Information - Cause: Guests don't update info - Solution: Verify at check-in, prompt for updates via email
Issue 3: Low Email Engagement - Cause: Generic emails, over-sending - Solution: Segment campaigns, personalize content, A/B test
Issue 4: Missing Preferences - Cause: Staff not recording preferences - Solution: Train staff, add preference fields to check-in form
Issue 5: Data Export Errors - Cause: Too much data, timeout - Solution: Export in smaller batches, use scheduled exports
8. Keyboard Shortcuts¶
Guest Management:
- Ctrl+N: Add new guest
- Ctrl+F: Focus search
- Ctrl+E: Export guests
- Ctrl+I: Import guests
Guest Profile:
- Ctrl+P: View profile
- Ctrl+H: View booking history
- Ctrl+M: Send message
- Ctrl+B: Book on behalf
Navigation:
- /: Quick search
- Esc: Close modal
- Enter: Open selected guest