​

The Living Profile

A Living Profile is ABRA’s core innovation: a dynamic, ever-growing record of everything your hotel knows about a guest.

​

What Makes It “Living”

Traditional hotel systems store static guest records - name, email, loyalty number. A Living Profile is different:

​

Anatomy of a Living Profile

A Living Profile brings together everything known about a guest:

​

Data Sources

Living Profiles are built from multiple sources:

​

1. PMS Integration

• Reservation details
• Room preferences from booking
• Loyalty tier and history
• Reservation notes (processed by AI)

​

2. Staff Input

• Nuggets captured during interactions
• Preferences observed or stated
• Celebrations discovered
• Hurdles logged

​

3. Guest Input

• Pre-arrival surveys
• In-stay feedback
• Post-departure surveys

​

4. AI Processing

• Extraction from reservation notes
• Pattern recognition across stays
• Preference inference

​

Using Living Profiles

​

Before Arrival

• Review upcoming guest profiles
• Note celebrations occurring during stay
• Prepare for known preferences
• Identify VIP guests needing special attention

​

During Check-In

• Greet by name with relevant context
• Confirm preferences are set up
• Mention any celebrations
• Reference previous stays (“Welcome back!”)

​

Throughout the Stay

• Add new nuggets as you learn them
• Log any hurdles immediately
• Record wow moments created
• Update preferences as needed

​

After Departure

• Profile persists for next visit
• All new information is preserved
• Analytics track guest lifetime value

​

Related Guests

Living Profiles can be linked to show relationships:

• Spouse/Partner - Traveling together, shared preferences
• Family - Children, parents, siblings
• Business - Colleagues, assistants
• Companions - Friends, travel groups

This helps your team understand who’s traveling together and personalize accordingly.

​

Next Steps