Applies to:

Stayntouch PMS

Guests

From Front Desk > Guests, you can search by guest name, city, or email address to pull up any guest records for your hotel. Upon searching either the guest name, city, or email address, you can select a guest record, or if one does not exist for that guest, you can click the + ADD NEW button to add a new guest.

If you choose to add a new guest, you will be prompted to enter the guest’s name and other details in the tabs for Contact Information, Likes, Wallet, Loyalty, Statistics, Activity Log, and Notes. Only first and last name are required unless other fields have been made mandatory from Settings > Cards > Guest Card Fields. We’ll explain each of these tabs in the explanation for existing guests.

If you select an existing guest, you can view tabs for Contact Information, Likes, Wallet, Loyalty, Statistics, Activity Log, and Notes.

First, at the top of the guest card, you’ll see a VIP toggle. Turning this ON will mark the guest as a VIP. You’ll also notice the guest’s avatar or picture (if one has been uploaded) as well as a blue numerical indicator showing how many times the guest has stayed at your hotel. Furthermore, you’ll see the guest’s name, city and state, phone number, mobile number, and email address. You’ll also notice a + NEW RESERVATION button. Click this to create a new reservation for the guest. Finally, you’ll see the option to MANAGE CARD. Click that to PRINT CARD or REMOVE the guest card. Please note, if the guest has current or future reservations or a hotel loyalty/membership program attached, you will not be able to remove the guest (as you can see with the guest pictured below).

You can also upload a guest image to a guest card by clicking the guest avatar icon on the guest card and uploading an image.

Please note, to upload a guest image, you must navigate to Front Desk > Guests. This feature is not available if you pull up a guest card from the dashboard.

Next, from the Contact Information tab, you’ll see the following fields (the selection of which fields display is configurable):

TITLE: Enter the guest’s title.
FIRST NAME: Enter the guest’s first name.
LAST NAME: Enter the guest’s last name.
WORKS AT: Enter the name of the company the guest is employed by.
JOB TITLE: Enter the guest’s job title/occupation.
BIRTHDAY: Select the guest’s birthday.
NATIONALITY: Select the guest’s nationality.
LANGUAGE: Select the guest’s primary language.
ID TYPE: Select the guest’s ID type.
ID NUMBER: Enter the guest’s ID number.
VEHICLE REGISTRATION NUMBER: Enter the guest’s vehicle registration number.
VEHICLE COUNTRY MARK: Select the guest’s vehicle country mark.
PERSONAL NUMBER: Enter the guest’s personal number.
E-MAIL ADDRESS: Enter the guest’s email address.
1. PROMOTIONS & NEWS EMAIL OPT IN: Choose to opt the guest into promotions and news emails.
ADDRESS: Enter the guest’s address line 1.
ADDRESS 2: Enter the guest’s address line 2.
CITY: Enter the guest’s city.
POSTAL CODE: Enter the guest’s postal code.
STATE: Enter the guest’s state.
COUNTRY: Select the guest’s country.
PHONE: Enter the guest’s phone number.
MOBILE: Enter the guest’s mobile phone number.
FLAG GUEST: Choose to flag the guest and enter a reason (if toggled ON).

Please note, when the FLAG GUEST otpion turned ON, a visual indicator will appear on the guest avatar, and a free form text field will be available for you to enter a Reason for flagging the guest.

The flagged guest indicator on the guest avatar will be visible on the following screens, in addition to pre-existing VIP and STAYS indicators:

Front Desk > Guests > Find Guests
Front Desk > Guests > Find Guests > Edit Guest (Guest Card Itself)
Front Desk > Create Reservation > Guest Search
Front Desk > Create Reservation > Guest Card on Top of Stay Card Once Selected
Stay Card > Guest Card on Top of Stay Card
Housekeeping > Room Status
Housekeeping > Room Status > Guest

If the toggle is turned OFF again, the Reason for flagging the guest will be removed from the text field, and the field will not be visible from the guest card. The Activity Log will record when the toggle is turned ON or OFF.

Furthermore, as part of this functionality, you can also search flagged guests from the guest card search screen.

Please note, the Flag Guest permission is required to use this functionality. To enable this permission, navigate to Settings > Hotel & Staff > Permissions.

Moving onto the Likes tab, you can view and select the guest’s Preferences and desired Room Features. Please note, these must be pre-configured from Settings > Cards > Likes.

From the Wallet tab, you can view any payment methods attached to the guest card or choose + NEW PAYMENT METHOD to add a new payment method.

The Loyalty tab will show you if the guest is linked to a Frequent Flyer Program or Hotel Loyalty Program. You can also choose + NEW FREQUENT FLYER PROGRAM or + NEW HOTEL LOYALTY PROGRAM to add a new Frequent Flyer or Hotel Loyalty Program. Please note, this tab will only show if your hotel has loyalty programs configured.

Next, on the Statistics tab, you’ll see the guest’s stay statistics from a SUMMARY view or a DETAILS view. From the SUMMARY view, you’ll see TOTAL, YEAR TO DATE, and LAST YEAR statistics by STAYS, NIGHTS, CANCELLATIONS, NO SHOWS, ADR, ROOM REVENUE, and TOTAL REVENUE. You can also choose a different year from the LAST YEAR dropdown menu.

From the DETAILS view, you’ll see this same information; however, you can click the dropdown arrows next to the month to view individual reservations for the guest. You can also click the YEAR TO DATE drop down menu to view statistics and reservations for previous years.

Finally, you can switch to a full page view by clicking the expand button on the STATISTICS tab.

If you move to the Activity Log, you’ll see a record of all actions taken for this guest.

Lastly, the Notes tab shows any notes recorded for the guest. You can either add any additional notes here, or delete existing notes by clicking the trash can button on the note.

If a Google Drive or Dropbox account has been added from Settings > Hotel & Staff > Google Drive OR Dropbox, it is also possible to attach files to a guest card. Please note, that you’ll also need to enable file attachments from Setting > Cards > File Attachments, select a Google Drive or Dropbox account, and choose to enable file attachments for one or more of the following:

Stay Card
Guest Card
Groups
Allotments
Company/TA Card

Once enabled, you can toggle over to FILES, search for a file, group by FILE TYPE or leave it UNGROUPED, and sort by LAST ADDED or FIRST ADDED. Any already attached files will appear here, but you can also add files by dragging and dropping them or selecting the + ADD NEW button.

MERGE GUESTS

You can also merge guests if you go back to Front Desk > Guests and switch to MERGE. From here, once again, you can search by name, city, or email address.

Once you’ve entered a name, city, or email address, select the checkbox next to the records you’d like to merge.

These records will appear under CARDS TO MERGE, and you can then select a primary card by clicking the checkbox next to the card. Once you’ve selected a primary card, click the VERIFY MERGE button. Please note, you will not be able to merge cards with active reservations. If a card has active reservations, you’ll need to click the red X next to the reservation. You’ll then be able to MERGE CARDS, and the cards will be merged successfully.

Please note, by clicking on the red X, you are not detaching stays from guest cards; rather, the guest cards that contain the stay cards will be removed from the merge process, and only the selected cards will be merged.