Touchpoints
Touchpoints track meaningful interactions between staff and guests. Every touchpoint you record builds a complete picture of each guest’s experience at your property.
Why Touchpoints Matter
Touchpoints create an audit trail of guest engagement that helps your team:- Recognize returning guests - See past interactions instantly when a guest returns
- Coordinate service - Know what colleagues have already discussed with a guest
- Improve handoffs - Give shift successors context on recent conversations
- Measure engagement - Track how actively your team connects with guests
What to Record
Log touchpoints for meaningful interactions, not routine transactions:| Record as a Touchpoint | Skip (routine transactions) |
|---|---|
| Concierge consultation about dinner reservations | Processing a room charge |
| Manager table visit at the restaurant | Delivering room service |
| Problem resolution conversation | Checking ID at the front desk |
| VIP arrival greeting | Standard wake-up call |
| Special request fulfillment | Housekeeping turndown |
| Pre-arrival call to confirm preferences | Automated confirmation email |
Use your judgment. If an interaction reveals something about the guest or creates a memorable moment, it is worth recording.
Recording a Touchpoint
Enter the details
Describe what happened in the text field. Be specific enough that a colleague reading it later will understand the context.
Writing Effective Touchpoint Notes
- Good Examples
- Too Vague
- “Called to confirm spa appointment. Mentioned she prefers deep tissue massage and has a shoulder injury on the left side.”
- “Met at lobby bar for welcome drink. Traveling for their 25th anniversary, interested in private dining options.”
- “Assisted with restaurant recommendation. Booked 8pm at Ember Grill for party of 4, requested quiet table.”
Viewing Touchpoint History
All touchpoints for a guest appear in the Touchpoints section of their profile, showing:- What was recorded
- Who recorded it
- When it happened
Editing a Touchpoint
To update an existing touchpoint:- Click the pencil icon next to the touchpoint
- Modify the details
- Click Submit to save changes
Deleting a Touchpoint
To remove an incorrect or duplicate touchpoint:- Click the trash icon next to the touchpoint
- Confirm the deletion when prompted
Touchpoints and Reservations
When you create a touchpoint from a guest profile, it can optionally be linked to a specific reservation. This is helpful when:- The interaction relates to a particular stay
- You want to track engagement for a future booking
- Multiple reservations exist and context matters
Best Practices
Record Immediately
Log touchpoints right after the interaction while details are fresh. Waiting until end of shift means forgotten details.
Be Specific
Include names, times, and specifics. “Called at 3pm about spa” beats “Called about spa.”
Focus on the Guest
Note what matters for future service. Preferences, interests, and context are more valuable than what you said.
Credit Your Team
Include colleague names when relevant. “Transferred to John in Concierge for tour booking.”