Guest CRM: one profile for every guest who books
Inntally builds one profile for each guest from their bookings, event tickets and gift cards. When you seat a booking from the diary, the bill on that table is linked to the guest too. Staff see visits, spend, allergies, preferences and no-shows, and the contact permissions your team has recorded.
- Built from bookings, with bills from the till
- Irish numbers matched as one guest
- Export or anonymise a guest's profile
- Data held in Dublin
- Reservation · Sat 12 Sep, 19:304 people · window table requested
- Feedback · 5 stars"Lovely evening, great service"
- Note addedPrefers the window, likes sparkling water
- Email sentThank-you message from the Guest Inbox
Example screen. Names are made up. Use the tabs to look around.
Your regulars look like first-time guests to your booking system and till.
The guest who books every Friday gets the same welcome as someone who has never been in.
Regulars treated like first-timers
Nobody at the door knows it is their twelfth visit, or that they always ask for the window.
Guest details all over the place
Bookings in one app, bills in the till, tickets somewhere else, and a spreadsheet nobody updates.
The same guest, twice
One booking with 087, another with +353, and suddenly one regular is two strangers with half the history each.
Nobody has to type guests in twice.
- 1
They book or buy
Online, in the diary, or by buying an event ticket or gift card.
- 2
Matched to one profile
By email, or by phone number in any format: 087, +353 or 00353.
- 3
Their bill is added
When you seat their booking from the diary, the bill on that table is linked to them.
- 4
Your team adds the detail
Allergies, preferences, notes and VIP tier, saved on the guest's profile.
What you know about a guest, in one place.
One profile per guest
Visits, last visit and lifetime spend at the top of the profile, with bookings, no-shows, cancellations and average spend in its tabs.
What they actually ordered
Each linked bill shows the items, covers, table, how long they stayed and whether they paid by cash or card.
Allergies and preferences
Record them as Critical, Important or Note, and whether the guest said it or staff noticed it. Profile allergies are not shown on diary booking cards, the till or the kitchen, so always ask when you take the order.
Notes and VIPs
Add general and service notes to the guest's profile. Give regulars a VIP tier from Bronze to Black, with their perks noted.
A directory you can search
Find any guest by name, phone, email or company, with ready-made lists for VIPs, frequent guests, new guests and flagged guests.
A guest inbox
Reply to booking enquiries and work through follow-ups one guest at a time. Inntally's AI assistant (OpenAI) can suggest a draft; your team checks it and sends it.
Feedback after the visit
Turn on a thank-you email that asks guests to rate their visit, with scores for food, service and ambience. Feedback shows on the guest's profile, and feedback of 3 stars or less also appears in the Guest Inbox, so you can email the guest back.
Duplicates flagged
Possible duplicates are flagged for staff to merge. Merging moves bookings, bills, notes, points and gift cards to one profile.
Block a guest
Block a guest with a reason. Bookings through your online booking form from their email, or their phone and name, are then refused.
Your guest data, with tools to look after it.
The guest data belongs to your venue and is held in Dublin. Each guest's email, text and marketing permissions are shown on their profile, and staff changes are logged.
When a guest asks what you hold, download their profile, bookings, tickets, preferences, notes and consent history as a file. When they ask to be forgotten, Forget me anonymises their profile and bookings and keeps the record of their consent. Some records, like bills, feedback and sent messages, are not covered by either yet, so see the questions below.
Built-in tools
- Each guest's email, text and marketing permissions, with a log of staff changes
- Download a guest's profile, bookings, notes, preferences and consent history
- Forget me, which anonymises a guest's profile and bookings
- Exports need a separate permission and are logged
The Data Protection Commission says you must reply within one month of getting an access request, extendable by up to two months for complex requests if you tell the guest within the first month (DPC guidance).
Spend comes from the till, not from memory.
Many guest CRMs live inside a booking app that has to be linked to a separate till. In Inntally, bookings and the till are one system. When you seat a booking from the diary, the table shows as occupied on the till and its bill is linked to the booking and the guest.
That is how a profile can show what a guest ordered, how many covers, how long they stayed and how they paid. Tell guests about this in your privacy notice.
Where profiles come from
- Online bookings and the staff diary
- Event ticket buyers
- Gift card buyers and recipients
- Spend from bills on tables seated from the diary
A spreadsheet, a booking app, or Inntally Guest CRM?
| Spreadsheet | Booking app CRM | Inntally Guest CRM | |
|---|---|---|---|
| Spend from the actual bill | Typed in by hand, if at all. | Needs a separate till and a link between them. | Linked when the party is seated from the diary. |
| Allergies and preferences | Free text in a column. | Depends on the app. | Marked Critical, Important or Note, and whether the guest said it or staff noticed it. |
| The same guest twice | Common. | Depends on the app. | Irish numbers matched in any format; possible duplicates flagged to merge. |
| Export or anonymise a guest | By hand. | Depends on the app. | From the guest's profile. |
Setup help, anywhere in Ireland.
We help you import your guest list from a CSV file and show your team how to use profiles, online anywhere in Ireland, and on site by arrangement.
Works with the rest of Inntally.
Reservations
Online bookings, the diary, deposits and the waitlist.
See ReservationsInntally POS
The till for counter, table and tab service.
See Inntally POSTable management
One live table plan for the till and the booking diary.
See table managementNia Phone
An AI receptionist that takes table bookings by phone. Coming soon.
See Nia PhoneOrder Notes
Tap, type or say a table's order, check it, send it to the till.
See Order NotesEvents and ticketing
Ticket buyers join your guest list, and you can email them from the event's campaign screen.
See EventsGuest CRM questions, answered.
What is a guest CRM?
A guest CRM keeps one record for each guest, so your team knows how often they come in, what they like and what they spend. Inntally builds these records for you from bookings, event tickets and gift cards, and adds spend from bills linked at the till.
Do I need a CRM if I already have a booking system and a till?
In Inntally the guest CRM is part of the booking system and the till, so there is nothing extra to connect. Each booking finds or creates the guest's profile. When you seat a booking from the diary, the table shows as occupied on the till and its bill is linked to the booking and the guest.
Where does the spend figure come from?
From the paid bills linked to the guest, plus deposits, card payments and card holds for their bookings. A bill is linked when the party is seated from the diary, including a bill opened on that table shortly before they sat down, or when the phone number on the bill matches the guest. Walk-ins get no profile of their own.
How do you stop the same guest appearing twice?
Guests are matched by email and by Irish phone number in any format, so 087, +353 and 00353 count as the same person. Possible duplicates are flagged for staff to merge, and merging moves bookings, bills, notes, points and gift cards to one profile.
Can I bring in my existing guest list?
Yes, from a CSV file with names, phone numbers and emails. Consent and tags are not imported, so imported guests start with no marketing permission. Only switch it on where you have proof the guest agreed.
Can I message guests from Inntally?
Yes, one guest at a time by email from the Guest Inbox. Inntally's AI assistant (OpenAI) can suggest a draft from the guest's name, visits, favourite dishes, allergies and other preferences, booking details and feedback; a member of staff checks it and sends it. Every message is saved to the guest's timeline. For events, you can email ticket buyers from the event's campaign screen, with an unsubscribe link in every email.
How do I handle a guest asking for their data?
From the guest's profile, download their profile, bookings, tickets, preferences, notes and consent history as a file, or use Forget me to anonymise their profile and bookings. Bills, deposits and card payments, gift cards, loyalty points history, feedback and message text are not in the file yet, so add those yourself, and tell the guest why you hold their data, who you share it with and how long you keep it. Forget me does not yet clear bills, ticket orders, gift cards, feedback or sent messages that name the guest, so remove those yourself. The Data Protection Commission says you must reply within one month of getting the request, and you can extend that by up to two months for complex requests if you tell the guest within the first month.
Who owns the guest data?
Your venue does. It is held in Dublin, and staff with the export permission can export your guest list while you use Inntally, and for 30 days after you leave. Every export is logged.
What will I see in the first few months?
Profiles grow with every booking and every linked bill. In the first weeks most guests will have one visit, and your regulars stand out as they keep booking. No-shows and cancellations are counted separately.
What does it cost?
Guest profiles come with Inntally Reservations. Bills and spend from the till need Inntally POS as well. You can start a free trial with no card needed, and we can quote for your venue.
Look up a booked guest's visits, spend and allergies before they arrive.
Try Inntally free. No card needed. Your trial starts once we approve your account.
Guest Inbox drafts are written by OpenAI, a third-party AI provider listed in our privacy notice. Profile allergies are not shown on diary booking cards, the till, the kitchen screen or kitchen dockets.