What the CRM is, and the Today screen

The CRM holds no second copy of anybody. What the Today tab shows, and what each tab is for.

CRM on the menu. It is not a separate list of people: every guest who has ever stayed, every company and agent the hotel has ever billed, is already here — the CRM reads the same records the front desk writes, so it is never emptier than the PMS and nobody imports anything. What it adds is the relationship: who owns it, where the business came from, whether we may write to them, and what was said last time.


What you are looking at

1. The tabs — Today, People, Companies & agents, Enquiries, Tasks, Segments, Reports, Setup.
2. The figures — open enquiries and what they are worth, closing this month, won this month, win rate, overdue tasks, companies with no owner, people, customers, and who may be written to.
3. What is late — tasks past their date, whoever's they are.
4. Due today.
5. The board — every pipeline, stage by stage, with the count and value in each.

What it refuses, on purpose

• A duplicate is adopted, not created. A prospect typed by hand who later books is matched on email or phone and becomes the same record. Two records for one person cannot be folded together once either has history on it.
• Do not email is absolute. Nothing on any screen overrides it.
• Losing an enquiry needs a reason from your hotel's list, the same rule as a cancellation.