Golden Nuggets
Golden Nuggets are meaningful personal details that help you connect with guests and personalize their experience. Unlike preferences, nuggets are not department-specific - they’re general knowledge anyone on your team can use.
Adding a Nugget
1
Open the Guest Profile
Navigate to the guest profile from the Arrivals, In-House, or Guest list.
2
Click the Add Button
In the Golden Nuggets section, click the + button in the top right corner.
3
Select the Category
Choose the type of nugget:
- Personal Information - General details like occupation, hobbies, family
- Related to this stay - Why they’re traveling, who they’re with, trip purpose
4
Enter the Nugget
Write a clear, specific insight about the guest. Keep it under 255 characters.
5
Review and Submit
Confirm the guest name and details are correct, then click Submit.
Nugget Categories
- Personal Information
General details about who the guest is as a person. These insights remain valuable across all future stays.Examples:
- Works as a surgeon at Mount Sinai Hospital
- Has a golden retriever named Max
- Practices yoga every morning
- Loves crossword puzzles - completes NYT Sunday edition weekly
- Speaks fluent Spanish and Italian
Writing Effective Nuggets
Be Specific
Include details that make the insight actionable. “Prefers bold California Cabernets, orders Opus One for celebrations” is better than “Likes wine.”
Focus on Value
Capture information that helps anyone on the team connect with the guest or enhance their experience.
Think Long-Term
Personal Information nuggets should be relevant for future stays, not just this visit.
One Insight Per Nugget
Create separate nuggets for distinct pieces of information so each can be easily found and referenced.
Good vs Better Examples
Editing a Nugget
1
View the Nugget
Click on any nugget card in the Golden Nuggets section to open its details.
2
Click Edit
Click the Edit button in the footer of the detail view.
3
Make Changes
Update the category, nugget text, or additional information as needed.
4
Save
Click Submit to save your changes.
Deleting a Nugget
1
View the Nugget
Click on the nugget card to open its details.
2
Click Delete
Click the Delete button in the footer. Confirm the deletion when prompted.
AI-Extracted Nuggets
When staff add notes about guests, ABRA’s AI analyzes the text and extracts meaningful nuggets automatically. These AI-extracted nuggets appear with a sparkle icon badge, indicating they came from automated analysis rather than manual entry. AI-extracted nuggets include the same categories:- Personal Information - Details about occupation, relationships, hobbies, lifestyle
- Related to this stay - Trip purpose, travel companions, special circumstances
AI extraction is comprehensive by design. The system errs on the side of capturing more insights rather than fewer, since these details help staff provide personalized service.
How Nuggets Power Personalization
Nuggets build a picture of who your guests are as people, enabling meaningful connections:- Front Desk: Greet a returning guest by asking about their dog Max
- Concierge: Recommend running routes when you know a guest is training for a marathon
- Restaurant: Mention a recent promotion when congratulating them on business success
- Spa: Suggest a treatment knowing the guest practices yoga daily
- Any Staff: Start conversations with genuine connection points
Unlike preferences that help departments prepare operationally, nuggets help every team member create personal moments of connection.
Nuggets vs Preferences
Not sure whether to add a nugget or a preference? Ask yourself: Does this information help a specific department do their job?
Rule of thumb: If the information triggers operational preparation for a department, it’s a preference. If it helps anyone make a personal connection, it’s a nugget.
Best Practices
Capture in the Moment
Add nuggets as soon as you learn something valuable. Details are easy to forget after a busy shift.
Include Context
Note how you learned the information. “Mentioned during check-in” or “Overheard at dinner” adds credibility.
Update Regularly
When information changes (new job, child graduated), update or add a new nugget to keep profiles current.
Check Before Staying
Review nuggets before interacting with returning guests to refresh your memory of their personal details.
See Also
Guest Preferences
Department-specific requests and requirements
Guest Celebrations
Tracking special occasions
Touchpoints
Recording guest interactions
Glossary
Key terms and concepts