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 and
Guest consent for the related workflows. Escalate with
profile references and the exact issue through an authorised channel, without
putting contact details in public screenshots.