In a recent Merlin Spotlight, we looked at some enhancements and completed tasks released for all our clients to access. In this month’s Spotlight, we look at some key enhancements that may seem small but have a significant impact by streamlining processes and making Merlin easier for the user and faster to learn.

Telephone systems

Although there is a global hospitality movement towards guest self-service, call centres are still crucial for customer service and marketing. A recent Merlin enhancement provides deeper integration with modern telephone systems, with inbound and outbound calls automatically linked to Merlin Classic and our Desktop Agent web app, allowing for ID and call recording.

The recordings are kept on the resort’s telephone system, but the ID is linked and recorded in Merlin, so it is easy to access later.

Budget reports

To assist with granular analysis, it is now possible to run budget reports in Merlin by division rather than globally.

Direct deposits

Merlin’s Back Office and Accounting module now include functionality allowing direct deposit into bank accounts. Bank statements can be uploaded to the system, and payments allocated and reconciled. 

Parent-child naming

Typically, clients have one profile (for example, Mr and Mrs X). However, Merlin Software now makes it easier to recognise individuals within the profile with both names searchable. As the move to individualisation and personalisation continues, this is essential functionality for customer satisfaction and the customer experience. 

Duplicate bookings

As with our reinstating cancelled bookings enhancement, reservation teams can now duplicate bookings without starting the process from the beginning. This functionality includes the ability to change occupier details and check inventory.

Notes

Merlin has robust notes functionality. Notes are linked to a profile, name home page, contract, reservations and appointments. This functionality has been enhanced, and notes can now be linked to debtor accounts, transactions and payments.

Sales contracts

Are you selling remotely? Then Merlin’s contract signing functionality enhancement will speed up the process. 

The contract is sent from any resort email address via Merlin’s servers to the owner for signature. Then using Adobe Docusign (an account is required), the contracts can be signed and returned via Merlin and uploaded to the system. Once the resort has signed the document, a copy is returned to the owner.

Loyalty program

In 2023, we will launch our loyalty program functionality for resorts and hotels. The supporting functionality works with resort operations with tiers and targets to generate credits that can be used for discounts and incentives.

Contact Mark Thomas and arrange an online demo if you want any information about any of the enhancements highlighted here.

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