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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.

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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
Recording touchpoints takes seconds but pays off for years. A quick note today becomes valuable context for the guest’s next visit.

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What to Record

Log touchpoints for meaningful interactions, not routine transactions:
Use your judgment. If an interaction reveals something about the guest or creates a memorable moment, it is worth recording.

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Recording a Touchpoint

1

Open the guest profile

Search for the guest by name or navigate from their reservation.
2

Find the Touchpoints section

Scroll to the Touchpoints card on the guest profile page.
3

Click Add New

Click the Add New button in the top right of the Touchpoints section.
4

Enter the details

Describe what happened in the text field. Be specific enough that a colleague reading it later will understand the context.
5

Submit

Click Submit to save the touchpoint. You will see a confirmation when it saves successfully.

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Writing Effective Touchpoint Notes

  • “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.”
Include details that would help you (or a colleague) continue the conversation naturally if you see the guest again.

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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
The history displays in reverse chronological order, with the most recent interactions at the top.

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Editing a Touchpoint

To update an existing touchpoint:
  1. Click the pencil icon next to the touchpoint
  2. Modify the details
  3. Click Submit to save changes

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Deleting a Touchpoint

To remove an incorrect or duplicate touchpoint:
  1. Click the trash icon next to the touchpoint
  2. Confirm the deletion when prompted
Deleted touchpoints cannot be recovered. Only delete records that were created in error.

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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

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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.”

Guest Profiles

Managing complete guest profiles

Nuggets

Capturing lasting guest insights