Summary: A guest profile in AXP (Alliants Experience Platform) is a centralised record that stores all information about a guest — including contact details, booking history, conversation history, preferences, and requests — giving your team a complete view of every guest interaction.
Permissions Required: Roles required in AXP to view this information are All AXP users — Front Desk Staff, Concierge Teams, Reservations, Brand Administrators.
A guest profile in AXP is the central hub for everything related to a specific guest. Guest profiles bring together contact information, booking history, conversation records, service requests, and personal preferences into a single, unified view. This allows your team to provide personalised, informed service across every interaction.
What Information Does a Guest Profile Contain?
Guest profile information in AXP includes a wide range of data points that help your team understand and serve each guest. A typical guest profile contains:
Contact Details — Name, email address, phone number, and loyalty membership
Booking History — Past, current, and upcoming reservations linked to the guest
Conversation History — All messages exchanged with the guest across every channel (SMS, email, WhatsApp, in-app messaging)
Requests — Service requests the guest has made (e.g., extra towels, late check out, restaurant reservations)
Preferences — Room preferences, dietary requirements, special occasions, and other notes
Loyalty Information — Loyalty program membership and tier, if applicable
Identity Verification — ID verification status and documents, if collected
How Do I View a Guest Profile?
To view a guest profile in AXP, follow these steps:
Navigate to the Search module from the left-hand menu, or the global search bar on top
Use the Search bar to find the guest by name, email, or phone number
Click on the guest's name to open their full profile
Use the tabs within the profile to view Details, Bookings, Conversations, Requests, and Itinerary
You can also access a guest profile directly from a conversation by clicking the guest's name in the conversation header.
How Do I Edit a Guest Profile?
To edit guest profile information in AXP:
Open the guest's profile
Click the Edit button (pencil icon) on the section you want to update
Make your changes to the relevant fields
Click Save to confirm your updates
Note: Some profile fields may be synced from your PMS (Property Management System) and cannot be edited directly in AXP. These fields will be marked as read-only.
How Are Guest Profiles Created?
Guest profiles in AXP can be created in several ways:
Automatically via PMS sync — When a reservation is made, the guest's profile is created or updated automatically from your Property Management System
Automatically from conversations — When a guest messages your location for the first time, a profile is created based on their contact information
Manually by staff — Conversers can create a new profile by clicking Create Profile from the blue + icon
Via API — Profiles can be created programmatically through the AXP API
What About Duplicate Guest Profiles?
Duplicate guest profiles can occur when the same guest contacts your location through different channels or when PMS data doesn't match an existing profile. AXP provides tools to manage duplicate profiles:
Automatic matching — AXP attempts to match incoming data to existing profiles based on names, phone number, and email
Profile merge — Administrators can merge duplicate profiles to combine all history into a single record
Profile Operations Dashboard — Brand Administrators can monitor and manage profile quality across all locations
Common Questions
Can I see a guest's complete conversation history in their profile?
Yes, you can see a guest's complete conversation history within their profile. Navigate to the Conversations tab in the guest's profile to view all past and current conversations across every messaging channel, including SMS, email, WhatsApp, and in-app messaging, etc.
Can I export guest profile data?
Some guest profile data can be exported by Brand Administrators through the Reports module. Individual conversers do not have export permissions by default. Contact your Brand Administrator if you need to export profile data.
What happens to a guest profile after they check out?
A guest profile remains in AXP permanently after the guest checks out. The profile retains all historical data including past bookings, conversations, requests, and preferences. This allows your team to recognise returning guests and provide personalised service on future visits.
How do I handle a guest who wants their data deleted?
If a guest requests data deletion under GDPR or other privacy regulations, contact your Brand Administrator. They can initiate the data deletion process through the Help & Support module. Note that some booking-related data may need to be retained for legal and financial compliance.