 4.3 Getting Info from Guests
Optimize all contacts with your customers by having the most relevant data at your fingertips.
There are five primary channels for collecting registration information from registered guests: Web-based forms, Email response, Telephone, Mail, Fax. The type and amount of data collected will depend upon your organizational needs.
With data privacy of growing concern to people it is best to request the minimal amount of information required to enjoy a safe, successful relationship.
The cost and accuracy of each type of data gathering is affected by the number of times the data is handled on its way to its final location. Each translation of the data into a new format involves, time and labour costing you money. Also, much like the game of telephone, data errors will occur more frequently in data that is handled more frequently from the individual with the most accurate information.
Web-based forms: Information gathered by form can be emailed from the web to a customer relation specialist for printing or input into a file. In best practice, the form can place data directly into an online data file creating a new guest record or updating an existing record which can be added to or accessed to print reports when necessary.
Northern Edge Algonquin utilizes an online initial box for guests to complete, indicating that they have read and agree to terms of the waiver of liability. The online form has a link to the waiver and policies and procedures that guests can read and agree to at the time of registration.
Email Response: The use of a guest registration template in the form of an email or as an attached editable document can be sent to guests to complete when convenient and be returned by email. Since the data is keyed in, it is most easy to read and data can be transfered into a guest file with only one handling.
Telephone: A guest relations specialist can input data directly into a data file while speaking with a guest on the phone. While it is possible to record this information by hand, and then input into a database, the extra handling of the information will result in greater data error. Data can be placed in an online or network accessible database for multiple location access.
Mail: Although Mail takes the longest of any of the data gathering tools, it is more accurate than faxed data forms.
As a last resort, faxed data can be used to gather guests information. It is likely to be the least clear of the data exchange options and result in substantially more data entry error. Fax is best used for waiver forms where signature is required. Always encourage the use of block printing and provide large spaces for data entry on a fax form.
 How many times is data handled before it is in its final form?
When repeat guests register do you take the time to confirm that data on file is accurate and complete?
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