The term profile in Fidelio refers to the personal information of the guest. They are of vital importance to the hotel. The profiles should be correctly filled and updated in the system using the correct standards as set by the hotel. The importance of profiles are as following:
They help in generating statistics and various reports, which are of great importance to the management.
They give us all the relative information and provide correspondence for all our guests.
Profiles help us in providing more personalised service as all the important and relative information of the guests are fed in and hence increases guest satisfaction.
Profiles are of Different types
Individual
Travel Agent
Company
Source
Group
To differentiate between Travel Agent and Company Profiles you have to check the Field Type. If it is ‘T’, it means travel Agent and if it is ‘C’ it means a company profile. The major difference among a travel agent, company and individual profile:
Many a times the companies and travel agents enjoy a special rate with the hotel. In the same case there would be a blinking Dollar sign, $, which indicates that the company enjoys a special rate.
In case if the travel agent and companies are on Credit Basis with us, then the credit Department gives an AR number which is also called as Accounts Receivable number. The same number is updated in the AR field and the information is also updated in the Remarks Section. (Whenever the guest carries a Travel Agency voucher or a reservation is through Travel agent or Company, his reservation is connected to that particular Travel Agent. It is the duty and responsibility of Guest Services Executive on the floor to check whether the Travel agent or Company is on Credit Basis with the hotel. The same can be done by checking the profile of the company and travel agent and whether the AR number is mentioned or not.)
To enter the profile, you have to go to the Front desk screen and enter Profiles. To check the profile of the in house guest you can go to the reservation screen of the guest and then press ‘5’ or select the profile.
The main guest profiles are always to be saved by putting Y into the save field and also the sharer profile to be saved.
We should always remember not to create duplicate profiles. Please ensure that the information is correctly filled and as per the set standards which are discussed as following:
· Last Name and the First name: The name should always have the first alphabet in Caps followed by small letters. Correct punctuation should be used. All the Arabic names starting with Al or El should be entered like Al Melehi, or Al Arab. There should be a space between Al/ El and the next word and no Hyphen! Or comma. In case of German names there should be no Umlaut (Ö,Ü,Ä, etc as they would not print on the registration cards) instead of that we will use
Ö = oe
Ü = ue
Ä = ae
· Language: The language should be marked as E for all the guests other than those who only speak German where G can be marked.
· Title Code and VIP status: The correct title code and VIP status should be chosen by Pressing 9. The pick box will appear and the correct code and status can be chosen.
· Address: The address field should not have any commas or Dots and there should be no abbreviations. For Example:
Boulevard (Not Blv)
Street or Strasse (not Str)
Avenue (not Av)
P.O.Box (not: pobox or POBOX or P.o Box etc.).
If there are two addresses that is company and residential, then we update the company address in the main profile screen and the residential in the remarks section of the profile.
Country: means the place of residence (Where the guest lives) – It is not necessary to be the same as that of the nationality of the guests. For Example: If the Guest is German but stays in America then the Country would be America and not Germany. To choose the country press 99 for the pick box, the system will give the list of abbreviations.
State: The state would only appear for four countries. They are:
U.A.E
U.S.A
Saudi Arabia
Great Britain.
For the reaming countries the State field should be kept as blank.
Nationality: The nationality of the guest should be correctly picked form the pick box.
Passport Type and the number: You can choose and enter between the Passport, Driving Licence, and Identification from the pick box. As per laws and regulations all the in-house guests should be carrying any type of identification, and they should be correctly registered in the system. We should always ensure to take the clear photocopy of the identification and correctly fill up the details including the date of birth, issue and expiry date.
Telephone Numbers: The telephone numbers should be fed with set standard which are as following:
Dubai Landline: 3017014 (No 4 or 04)
Other Emirates: 6 3215161 (Emirates code without 0)
International Numbers (Country code without 0 (space) area code (space) number)
44 20 7456895
966 1 4534264
91 11 7011731
49 20 7265895
E-mail: An e-mail address should not be confused with a web site. In the e-mail field just put the email address and not the web address. In case if the guest has a web address, put it in the remarks section.
Company Name and the Guest profession: The name of the company in which the guest works for and his designation should be input in this field. In case if the Guest profession does not match with the listed professions in the pick box then write the Guest Profession in remarks section and put OTH in the profession field.
OTHER OPTIONS IN PROFILES:
· CORRECTION: The option is used in order to update and write the profiles.
· SELECT ANOTHER PROFILE: As the name says, the option is used in order to select another profile. For Example while creating a sharer through Combine share option, the profile needs to be changed from the main guest to sharer. Selecting this option can do the same. Another example is if the wrong profile has been picked up then you can correct it by going through ‘ Select Another Profile’ option.
· REMARKS: Any guest feedback or important comments during the stay should be updated in the remarks field. The gust likes and dislikes should be updated as well. In case if the guest is carrying American Express Card and is settling his bills with the same card, the Batch code should be updated in the Remarks field. We also update any late check- outs given. In case if the guest has celebrated any anniversary, birthday, honeymoon and was given special amenities, same needs to be updated in the remarks field. Once the information has been entered in the remarks field, it starts blinking, which indicates that the Remarks field contains some information.
· HISTORY: Would indicate all the stays of the guest with the hotel. It would also show the total rooms and food and beverage revenue generated by the guest on his previous stays with the hotel.
OPTIONS: The field has got several other options Guest Cards (for which the hotel has partnership eg. Loyalty Card, Emirates Skywards, Delta Airlines British Airways, All Nippon Airlines,Gulf Air, Lufthasa, Leaders Club) Credit Cards, and all the Guest Preferences. It should be noted that the guest can use and earn points on only one card while he is staying with us. For Example if the guest has both Loyalty and Emirates Skywards, then the points can be earned only one card. The card on which the guest would like to earn points should be sequenced as No. 1. (If the guest has a corporate card then the same is entered in the Reservations
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