OLOW Hotel ERP

Appearance

User Guide: Marketing Staff ​

For: Marketing Managers, Guest Relations, and Communications Officers Role: Marketing Last Updated: January 27, 2026

Table of Contents ​

  1. Role Overview
  2. SMS Templates Management
  3. Auto-Notification Settings
  4. Guest Journey (CRM)
  5. Reporting & Logs
  6. Troubleshooting

Role Overview ​

As a Marketing Officer, you own the "Voice" of the hotel. You manage how we communicate with guests via SMS and Email. Your goal is to ensure every guest feels informed and welcomed without spamming them.

Key Responsibilities ​

  • Templates: Writing clear, professional message content.
  • Automation: Configuring when messages are sent (The "Guest Journey").
  • Cost Control: Monitoring SMS volumes and routing costs.

Module Access ​

  • ✅ SMS (Communication) - Full access.
  • ✅ Guest (CRM) - View guest profiles.
  • ✅ Front Desk - Triggers for checking messages.

SMS Templates Management ​

Templates allow the system to send personalized messages automatically.

  1. Navigate to Communication > Templates.
  2. Edit / Create:
    • Select a Template (e.g., "Booking Confirmation").
  3. Content (Text):
    • Keep it short (Under 160 chars = 1 Credit).
    • Use Variables for personalization:
      • : "Mr. Abdi"
      • : "BK-10022"
      • : "Feb 14, 2026"
      • : "OLOW Hotel"
  4. Save.

Example:"Dear , your stay at is confirmed! Ref: . See you on ."

Auto-Notification Settings ​

You decide when the system speaks to the guest.

  1. Navigate to Communication > Triggers.
  2. Toggle ON/OFF specific events:
    • New Reservation: Immediate confirmation.
    • Pre-Arrival (24h): Send check-in instructions 1 day before.
    • Welcome (Check-In): Send Wi-Fi details upon arrival.
    • Folio Charge: Notify guest when bill increases (Ops risk: High Volume).
    • Checkout: "Thank you" message.
  3. Save Settings.

Guest Journey (CRM) ​

The "Guest Journey" is a specific automated timeline for Customer Experience.

Viewing Scheduled Messages ​

  1. Open a Booking.
  2. Click Timeline or Communications.
  3. Upcoming: See messages queued to send (e.g., "Pre-Arrival SMS - Due Tomorrow 2 PM").
  4. Action:
    • Cancel: Stop this specific message (e.g., if guest called to cancel).
    • Send Now: Force delivery immediately.

Reporting & Logs ​

Delivery Logs ​

  1. Navigate to Communication > Logs.
  2. View: List of all sent messages.
  3. Status:
    • 🟢 Delivered: Guest phone received it.
    • 🔴 Failed: Network error or Invalid Number.
    • 🟡 Queued: Waiting to send.
  4. Cost: See how many "Credits" or $ were used.

Carrier Routing ​

  • The system intelligently routes headers:
    • Hormuud numbers -> Sent via Hormuud Gateway (Cheaper).
    • International (+44, +1) -> Sent via WhatsApp (Cost effective).
    • Action: If WhatsApp delivery fails, system falls back to SMS.

Troubleshooting ​

IssueSolution
Message FailedCheck Phone Number format. Must be international (e.g., 25261...).
Guest ComplainsIf guest says "Stop texting me", go to their Profile and toggle Marketing Consent: OFF.
Variables EmptyIf message says "Dear , welcome...", check if Guest Profile has a First Name.
System SlowHigh volume (e.g. New Year blast) takes time. Check "Queue Jobs" dashboard.

TIP

Tone of Voice: Always start with a Greeting and end with a Call to Action or Sign-off. "Reply STOP to unsubscribe" is legally required for marketing blasts.