Level 3 · Process · P20 · Reception & Guest Services
Guest profile creation update and consent handling
DraftHotel National ZermattExternal Party
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Profile completeness | >= 90% with contact + preferences | monthly |
Systems
- PMS — Core property management (rooms, guests, folios)
People & roles
- Front Office Manager — Reception shift lead
- Receptionist — Check-in/out
Process model
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