# Find and maintain a guest profile

**Console: Guests → Members.** For managers and guest-facing staff with the
appropriate access. Search existing profiles before creating a new member. Use
name, email, mobile, tags, lifecycle, or other available filters; clear filters
when an expected guest is missing.

The directory link retains page, filter and sort choices. A link can therefore
contain the personal name or contact detail used in a search. Share it only with
authorised colleagues, and remove personal search values from public screenshots
or support reports. Opening a saved link does not grant access to the business.

## Review the right profile

Open the member and check **Activity**, **Details**, **Preferences**, and
**Emails**. Activity brings together visits, bookings, favourite items, and
recorded guest promises. Read the relevant history before responding; no
recorded activity is not proof that the guest has never visited.

Email history distinguishes queued, sent, delivered, opened, bounced, and failed
states. Sent does not mean read, and a missing event is not proof of a guest's
behaviour. Share only information needed for the current service task.

## Create or edit

Select **New member**, enter the necessary name and contact details, starting
points if authorised, and active status, then **Create member**. Birthday entry
uses **DD-MM** (day and month), not a full date of birth. Reopen the saved
profile. For an existing member, edit **Details** and select **Save changes**.

Tags help search and segmentation. Use **Add a tag** or **Create tag** and check
the saved tag list. A tag does not grant marketing consent.

## Resolve duplicates

A contact collision can show **Member already exists**. Use **Open existing
member** to compare the profiles. **Merge profiles** combines their histories;
verify both belong to the same person before confirming. Do not merge two people
because their names happen to match. After merging, review the resulting contact
details and activity.

## Consent and deletion

Marketing consent is set by the diner and is read-only in the profile. **Stop
marketing emails** withdraws this business's marketing access; staff cannot
subscribe the guest again—the guest must make a new explicit choice.

**Delete member** removes the profile and contact details while past orders and
bookings stay on record. Read the confirmation and use the authorised restaurant
process; do not delete a profile to conceal an unresolved service issue.

If an import partially completes or a save is uncertain, inspect existing
profiles before repeating creation. Use [Guest import](/marketing/import) and
[Guest consent](/marketing/consent) for the related workflows. Escalate with
profile references and the exact issue through an authorised channel, without
putting contact details in public screenshots.