Guest CRM – Full Guide
- Planning to switch to resmio? Import your guest data into our system!
- Use the guest database to learn more about your guests and improve your service.
Guest database
You can import existing guest data into resmio.
The prerequisite for this is that the datasets are digitally formatted in tabular form (.csv). Below you will find instructions as well as a pre-formatted sample file for download.
Example: Sample table (already correctly formatted)
| name | phone | street | zip | city | note | |
|---|---|---|---|---|---|---|
| Jane Doe | jane@example.com | 0123 456789 | 5 Example Street | 12345 | Example City | Regular guest, prefers window seat |
| John Doe | john@example.com | 0987 654321 | 10 Sample Road | 54321 | Sample Town | Nut allergy |
How the guest data import works in resmio
Preparation
- Open your list of contacts in Microsoft Excel, Google Sheets, or another spreadsheet program.
- Please use only the columns mentioned below (at least “name” and “email”)
- The top columns must be correctly titled in English
- Please combine first and last names in one “name” column
- Only one value per row (multiple phone numbers, email addresses / guest are invalid)
- Please avoid other formatting (bold, italics, fonts…) If you use your own table, please ensure your table is correctly formatted!
- Be sure to save your file in .csv format. Other file formats are not supported for import. Our tips for file export:
- Keep the file name short and simple.
- Please ensure lowercase letters in the file name.
- The file name must contain no special characters (periods, hyphens, spaces, etc.)
Import of guest data
Once you have prepared your table for the guest import, you can upload the file in your reservation system:
- Go to
Guests in your resmio account and click the arrow “⌄” at the top right next to the Add guest button. - Please select Import in the dialog box.
- Now you can upload your existing contacts.
- You receive a success or error message by email a few minutes after the upload.
Guest tags are a great way to segment guests, for example by their importance (VIP) or preferences regarding seats, food and drinks.
- You can create individual guest tags under Settings > Guests > Automation, which you can then assign to your guests as needed.
- Assigning tags is possible during a manual booking as well as in the guest database in the respective guest profile.
Settings > Guests > 
manual booking as well as in the Tags assigned to guests are visible to all staff, for example in the reservation overview.
You can view all saved guest data in your resmio account in the left column under 
Guests.
- Clicking on a guest opens a detailed view with all information saved about the guest:
- Contact details
- Additional personal data like birthday, if applicable
- Guest tags
- Metrics like number of bookings, orders, and voucher purchases
- Status of email newsletter verification / feedback emails
- You can change or expand the data if desired using the Edit button in the upper half of the screen.
With a growing number of guests (and staff), the probability that duplicates (duplicate records) will eventually end up in your guest database also increases.
You can clean up your contacts with mistakenly created duplicates:
- Select the desired datasets you want to merge into one under Guests, and click Edit selection > Merge at the top right.
- Select which guest details (Name, email address, phone) you want to keep in one dataset during the merge in the following window.
- Confirm the merge with Save.
You can exclude one or more unwanted guests (e.g., with a high cancellation or no-show rate) from online bookings.
- Select Guests and find the respective guest using the search field.
- Select the guest or guest file, then click the Edit > Block button at the top right.
Blocked guests can no longer book online in the future using the email address stored in your database. Instead, they receive an error message when attempting to do so.
Automation
You can tailor many system operations more individually to your restaurant operations with automatic rules. In this way, you can save a lot of time in daily business, as manual actions can be automated.
This feature is particularly interesting for experienced users!
- You can configure automatic rules under Settings > Guests > Automation > Automatic rules, and activate and deactivate them in this area.
Multiple rules can be active at the same time.
Automatic rules follow a simple logic: A trigger automatically enacts a specific action when one or more conditions are met.
You can find some ideas for automatic rules that you can implement in your restaurant below.
A guest tag is automatically assigned to the guest based on their visits / orders / feedback with this rule set. The guest tag is visible to your staff in the reservation overview and allows, for example, the easy identification of regular guests.
Bookings
- Trigger: Booking was updated
- Condition: Number of visits over 10
- Action: Add guest tag – VIP
Orders
- Trigger: Order was updated
- Condition: Number of orders over 5
- Action: Add guest tag – “Top orderer”
Feedback
- Trigger: Feedback left
- Condition: Feedback generally bad
- Action: Add guest tag – “Critic”
You can have guest notes and notes directly on bookings automatically added by the system. Appropriate notes can support your service staff in their daily business.
Bookings
- Trigger: Booking updated
- Condition: Number of cancellations over 3
- Action: Add guest note – Attention, high cancellation rate!
Feedback
- Trigger: Feedback left
- Condition: Feedback generally positive
- Action: Add booking note “Offer 1x free beer”
Under certain circumstances, it can be helpful to exclude unwanted guests from online bookings or have guest data automatically deleted from the system.
Block guests
- Trigger: Booking was updated
- Condition: Number of no-shows over 2
- Action: Block guest (+ add guest note if necessary for a hint when entering a manual table reservation over the phone)
Remove guests from the system
- Trigger: Booking was updated
- Condition: Creation date of the booking before date XX.YY.ZZZZ
- Action: Delete guest
