Customer Profile Workgroup

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Contents

Workgroup Overview

This effort standardized the different definitions of customer profile in use across hotel systems, making data exchange easier, less expensive, and less time consuming. The specifications enable the exchange of guest and other customer profiles out-of-the-box with minimum customization (including but not limited to CRM, loyalty, reservation, and marketing systems).

Most Recent Workgroup Charter Outline

Business Problem

  • There are many different definitions of customer profile in use today across hotel systems, making data exchange difficult, expensive, and time consuming. The OpenTravel standard is commonly used in distribution systems, but is not broadly adopted in other hotel systems and does not include in an appropriately structured way the kind of detailed preferences and historical data that many hotels require.

Outcomes

  • Products that can exchange guest and other customer profiles out-of-the-box with minimum customization (including but not limited to CRM, loyalty, reservation, and marketing systems)

Deliverables

  • Completed and submitted modifications to OpenTravel messaging – May 2012
  • Released v1.0 Customer Profile specification - May 2012
  • Completed and submitted modifications to OpenTravel messaging – Additional/Modified Profiles (corporate, meeting planner, travel agent, secretary, corporate travel manager, player/casino, spa, food and beverage, golf, etc.) - August 2012
  • Released v2.0 Customer Profile specification - October 2012
    • Focused primarily on loyalty, marketing and social media
  • Released v3.0 Customer Profile specifcation - April 2013
    • Enables stay history as components of the profile
    • Enables customer service recovery history as components of the profile
      • Identify core requirements in order to control
      • Ability to add, update and query service recovery history
    • Richer loyalty services
      • Rapid redemption - deferred ( Point of Sale Workgroup now addressing this functionality)
      • Guest and non-guest tender accrual (paying cash for food and not sleeping at hotel, but want miles)
      • Progress to next tier
    • Reexamination of our use of optional and mandatory functionality

Key Documents & Other Useful Information

Specifications

2014B
  • Technical Specification v3.1 and companion file
    • V3.1 minor update to include the addition of the CustomerValue attribute.
    • The link above also includes a companion file which contains XML Schema Definition (XSD) files, Web Service Description Language (WSDL) files and Sample XML Messages.
2013A
  • Technical Specification v3.0 and companion file
    • V3.0 updates include richer loyalty services and enabling of stay history & customer service recovery history as components of the profile.
    • The link above also includes a companion file which contains XML Schema Definition (XSD) files, Web Service Description Language (WSDL) files and Sample XML Messages.
2012B
  • Technical Specification v2.0 and Companion File
    • The HTNG Customer Profile 2012B Specification v2.0 details a set of core services and a schema for customer profiles with the goals of enabling a richer and more structured customer profile; significant updates have been made to support vouchers associated to a profile, to facilitate loyalty program enrollment, to support queries for limited components of a profile, to support social media, and to track marketing offers.
    • The link above also includes a companion file which contains XML Schema Definition (XSD) files, Web Service Description Language (WSDL) files, Sample XML Messages and Code Samples.
2012A
  • Technical Specification v1.0 and Companion File
    • The HTNG Customer Profile 2012A Specification v1.0 details a set of core services and a schema for customer profiles with the goals of enabling a richer and more structured customer profile; provides web services to facilitate customer profile interactions across an architecture.
    • The link above includes a companion file which contains XML Schema Definition (XSD) files, Web Service Description Language (WSDL) files, Sample XML Messages and Code Samples.
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