To utilize the CRM Best Guest Report in the Riverfront Grille Restaurant, I created a binder with a form for my staff to fill out everyday whenever a Best Guest dines in or orders In-Room Service. The form consists of Information of the Guest name, the The Room Server, Server or Bartender, Guest Tier and number of visits at our hotel, items they have ordered, comments-likes or dislikes, etc. I have set up a binder with Tabs of Guests Tiers and we file the forms everyday according to the Guests’ Tier level. Every morning when we receive the CRM Report, we look at the arrival list and look at CRM Binder that we have created to see if any of the arrivals have dined in at the Restaurant or have ordered In-Room Service, if there were any problems or specific item the Guest likes, etc. This extra CRM tool that we use helps us Personalize and Recognize our Best Guests here at the Doubletree Hotel Bay City.
Posted on Jan 11, 2010