Offers

Offers is where team leads and managers decide the late checkouts, upgrades and other offers guests said yes to. Managers also set up the offer catalogue, pricing rules and campaigns here, and the Control button opens the offer engine's limits and experiments.

Who can use it#

• Team leads, managers and admins with the Offers page. No staff preset includes it.
• Front desk staff decide stay changes, such as late checkout and early check-in, on the Orders page, under Stay changes.
• Set up (catalogue, pricing rules, new campaigns): managers and admins. First-time pricing rules setup: admins.
• Results figures, and the Experiments and Results sections of Control, show only for managers and admins. A team lead's Results tab lists the guest offers only.

On the Core plan, guests' accepted offers can still be decided here; results, opportunities and set-up are part of the Revenue plan.

Tabs#

• Waiting for you: guests who accepted an offer. Each row shows the guest, the room, the offer, the price, the time left to decide, and whether a room is free. Details shows when it was accepted, the booking reference and the price trace.
• Waiting for guest: offers sent and not answered yet, with Withdraw. Withdraw takes the offer out of the guest app without a message.
• Results: what offers earned, by item, campaign, type or source, over 7, 30 or 90 days.
• Opportunities: what Phil noticed in house that an offer could answer, and what guests asked for that you do not sell yet.

Set up and Control#

• Set up, Catalog: upgrades during the stay and the offer catalogue, each item with its own switch.
• Set up, Pricing rules: Send offers to guests switches observation off. While it is off, offers are worked out and recorded but none is sent. Save rules keeps a change.
• Set up, Campaigns: New offer and New campaign, and for each campaign Schedule, Pause, Resume, Edit and End campaign.
• Control: pause or resume proactive offers, the limits per day, per guest and per stay, quiet hours and blackouts, why Phil chose an offer, and experiments. Done returns to the tabs.

Offers reach guests only once journey messages are Live on the Hotel page. Until then the page says so.

Common tasks#

Confirm an accepted upgrade

1. Open Waiting for you and check the room is free.
2. If the row asks, make the change in your PMS first.
3. Press Confirm, then Confirm and tell the guest? A priced offer then goes on the room bill.

Reject an offer

1. Press Reject.
2. Add a note if it helps.
3. Press Reject and tell the guest?

Stop all proactive offers for now

1. Press Control.
2. Press Pause proactive offers and confirm.
3. Press Done to go back.

Start sending offers (manager)

1. Press Set up and open Pricing rules.
2. Switch on Send offers to guests.
3. Press Save rules.

How offers are timed and priced is in How offers work.