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Offers Workflow

Overview

The Offers module is a central component of the Gustaffo Reservations system that enables hotels to create, manage, and track personalized offers for potential guests. This document outlines the complete workflow from offer creation to conversion.

Offer Creation Channels

Offers can be created through multiple channels:

  1. Website Widget - Embedded on hotel websites to capture guest inquiries
  2. Agent-Created Offers - Created by hotel staff through the application interface
  3. Quick Offers - Simplified offer creation process for rapid response

Offer Types

The system supports two primary types of offers:

  1. Standard Rate Offers - Based on published rates and standard availability
  2. Customized Offers - Tailored to specific guest requests (e.g., additional bed, special arrangements)

Offer Workflow

Offer Workflow

Creation Phase

  1. Inquiry Submission - Guest submits inquiry via widget or agent creates offer
  2. Offer Preparation - System processes request and prepares appropriate offer options
  3. Email Delivery - Offer is delivered to guest via personalized email

Engagement Phase

  1. Email Tracking - System monitors if/when email is opened
  2. Reminder System - If no engagement after 24 hours, automated reminder email is sent
  3. Microsite Access - Guest accesses personalized offer microsite via email link

Conversion Phase

  1. Offer Review - Guest reviews offer details on the microsite
  2. Sharing Options - Guest can share offer with travel companions
  3. Confirmation Path - Two possible paths depending on offer type:
    • Standard Offer: Direct booking through IBE (Internet Booking Engine)
    • Customized Offer: Confirmation routed to agent for finalization

Key Components

Offer Microsite

The offer microsite is a dynamically generated landing page that includes:

  • Personalized greeting and offer details
  • Room options with images and descriptions
  • Pricing and availability information
  • Special request accommodations
  • Direct booking functionality
  • Sharing capabilities

Tracking and Analytics

The system provides comprehensive tracking of the offer lifecycle:

  • Email delivery status
  • Email open rates
  • Microsite visit analytics
  • Conversion metrics
  • Time-to-response measurements

Agent Dashboard

Hotel staff have access to a centralized dashboard that shows:

  • All active offers with status indicators
  • Upcoming offer expirations
  • Conversion statistics
  • Guest engagement metrics
  • Customized offer requests requiring attention

Integration Points

The Offers module integrates with several other system components:

  • Email System - For offer delivery and reminders
  • CMS - For template management and content personalization
  • IBE - For direct booking functionality
  • Property Management System - For availability and rate information
  • Analytics - For performance tracking and reporting

Technical Implementation

The offer system is implemented using:

  • ReservationOffer model for data structure
  • OfferService for business logic
  • OfferController for API endpoints
  • EmailService for communication
  • OfferRepository for data persistence

Security Considerations

  • Each offer has a unique secure link
  • Personal information is masked in logs
  • Rate information is securely transmitted
  • Access controls prevent unauthorized offer viewing
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