Stay Card

Modified on: Wed, 26 Jun, 2024 at 1:24 PM

Applies to:          Stayntouch PMS          

Stay Card

 

The stay card is an excellent resource for obtaining details about a guest’s stay and is integral to performing many guest-facing services, including check-in and check-out. In Stayntouch PMS, the stay card serves two purposes:

  1. Go-to guide for almost everything relevant to the guest’s stay
  2. Centralized location for managing activity regarding the guest’s stay

 

Below is a quick overview of the stay card.


TABLE OF CONTENTS

GUEST CARD

 

The guest card shows guest details and contact information, and you can easily edit this information by clicking next to the location, phone, or email icons. To reveal further details, drag down the tab as indicated in the screenshot below.




ARRIVAL & DEPARTURE DATES

 

The guest’s arrival and departure dates, along with the estimated time of arrival or departure, will be displayed as pictured below.

 

 

If you wish to change the stay dates from here, select the orange dropdown arrows to the right of the departure date. This allows you to select a new arrival and/or departure date. Stayntouch PMS will check to make sure the rate on the reservation is available for those dates. If the rate on the reservation is available for those dates, Stayntouch PMS will update the price point to the rate for the dates specified.






ACCOMPANYING GUESTS

 

View any guests or accompanying guests attached to a reservation by clicking the dropdown arrow next to GUESTS.

 

 

To add accompanying guests, select from the ADULTS, CHILDREN, or INFANTS dropdown menus, select an additional amount, enter the accompanying guest name, and then click CREATE GUEST CARD. You will then see the number of guests has been updated.







To remove an accompanying guest from a stay card, click the orange dropdown arrows next to the GUESTS tab on the stay card, select the ADULTS dropdown above the guest and accompanying guest names, change the number of guests, and click the GUESTS tab again. The guest count will then update accordingly.






NUMBER OF NIGHTS

 

The NIGHTS >> button indicates the number of nights the guest will be staying and can be modified by changing the dates in the calendar. If you click this button, you can select from a calendar the arrival and departure dates by simply dragging and dropping the icon for either the arrival or departure date. The legend along the bottom of the screen will show you if rooms are available, and you can see the rate listed on the bottom right of each box. If everything is okay, you can CONFIRM UPDATES to change the stay dates.





NOTES & ACTIONS

 

The NOTES and ACTIONS sections on the stay card have been moved to the left side of the screen to easily identify notes and actions for a reservation and eliminate the need to click on the respective sections to open and view any notes or actions. We have also added ALERTS functionality to notes, where the user can change a note to an alert to have a more prominent display on top of the stay card.


Note: Actions are assigned to designated departments for execution at specified dates/times, indicating completion status. Alerts, while not inherently time-critical or mandating action, function to underscore the significance of particular reservation notes, thereby mitigating oversight. The checkbox associated with alerts facilitates marking them as completed or dismissing them when deemed irrelevant, contingent upon the situation.

 

By clicking the orange MANAGE options next to NOTES and ACTIONS, or by clicking on an individual note or action, you can manage notes and actions as per existing functionality. Please note, there are no changes to the ACTIONS popup window; however, there are minor changes to layout of the NOTES popup window to make adding a note more intuitive. 



NOTES

 

Upon clicking into the NOTES popup window, you can add a new note or edit an existing note. When clicking into an existing note, you can delete, edit, or save the note—or even mark the note as an alert.

 

The note will also indicate who created the note and on what date and time. After saving the note, you’ll be redirected to the previous popup window where you can manage all notes. Please note, you cannot click into group or shared notes.

 



 

Notes Marked As Alerts

 

As mentioned above, notes can also be marked as an alert. When a note is marked as an alert, you can either mark the alert note as resolved from the general notes popup window or from the ALERTS banner that will appear in the center of the stay card. From the ALERTS banner, you can mark an alert note as resolved, and the last user who resolved the alert note will appear under the alert note with the date and time resolved. The ALERTS banner will automatically be collapsed when all alert notes are marked as resolved. Marking a shared alert note as resolved does not mark all shared alert notes as resolved. Updates to alert notes (resolved, updates, reopened, removed) will also be recorded in the stay card Activity Log with the name of the user who updated the alert note and on what date and time.







FILE ATTACHMENT

 

If your hotel has file attachments enabled from Settings > Cards > File Attachments, you’ll see the NOTES section is instead called NOTES & FILES, and you can attach files here, as well.







ACTIONS

 

Upon clicking into the ACTIONS popup window, you can add a new action, edit an existing action, complete an action, reassign an action, or delete an action—as per existing functionality. When the ACTIONS button is red, it indicates that actions still need to be completed. When the actions are completed, the button will turn green, meaning no further action is required.


The action will also indicate who created or completed the action and on what date and time.



 

Actions that are due on the current business date will appear in orange along with the time due. Overdue actions will appear in red along with the numbers of days overdue.

 

Action Due On Current Date


 

Action Overdue


 

Reservation History Moved

 

The upcoming/current/history icons have been removed from the stay card. Instead, you can now view a guest’s reservation history by clicking the CONFIRMATION NO. dropdown from the left side of the stay card. When the dropdown is expanded, you can view all current, upcoming, and historical reservations for the guest. Current reservations will display first followed by upcoming reservations and then historical reservations. All reservations will display with the corresponding reservation status icon and color as well as the date range of the corresponding stay. You can click any of the reservations to pull up the corresponding stay card.



 

The CONFIRMATION NO. dropdown can be collapsed once the user is done viewing the reservation history.

ASSOCIATED WITH A COMPANY, TRAVEL AGENT, OR GROUP/ALLOTMENT

 

When a reservation is associated with a company, travel agent, group, or allotment, you will see the card mentioned in the ASSOCIATED WITH section. These cards can easily be retrieved by locating the icons to the top right of the stay card.

 




PAYMENT METHOD

 

The PAYMENT METHOD on file for the guest’s reservation will be displayed in the corresponding section. 


 

You can view existing payment methods by clicking the dropdown where the current payment method is listed, or you can add additional payment methods by clicking the + ADD button and selecting the payment type. If you choose to add a credit card, you’ll be prompted to choose an existing card (if one exists) or enter the new credit card details.








You can also authorize a credit card by clicking the CC AUTH button, entering an ADDITIONAL AMOUNT to authorize, and clicking AUTHORIZE. If you have received an authorization code (from the bank or a standalone terminal), it is also possible to select VOICE AUTH. If successful, you will receive a “CC authorization completed” message, and you can view the authorization details on the CREDIT CARD AUTHORIZATION screen.






 

Furthermore, if you turn ON the RESTRICT POST toggle, Stayntouch PMS will prevent charges from being posted to the guest’s bill (either by an interface or manually with the ADD CHARGE button on the Guest Bill screen). In Settings > Financials > Payment Methods, you can enable Restrict post by payment method to determine whether the RESTRICT POST toggle should be ON or OFF on the stay card. Please note, this toggle is permission-driven, meaning certain users can still opt to add charges, even if the toggle is ON. When the Allow post when restricted permission is assigned from Settings > Hotel & Staff > Permissions, users with this permission can turn the toggle ON or OFF on a per-reservation basis. When attempting to post a new charge, the user (as well as connected interfaces) will still receive a notification that posting charges has been disabled for this reservation; however, they can opt to proceed with posting if necessary. 



ROOM INFORMATION

 

ROOM information and the option to upgrade a guest’s room type are available as indicated below.

 

 

By clicking the orange >> next to the room type, you can select a room number or change or upgrade the room type for the reservation. From this screen, you can filter by various options, search by room, sort by room type, or choose an upgrade. Upon changing the room type, you can choose to charge the guest or choose NO CHARGE. 

 


 

Please note, if there are Preferences and/or Room Features selected from the Likes tab of the guest card, the PMS will take these into account when displaying the available rooms.





You can also click the orange UPGRADE button to simply upgrade the room if room upsells have been configured from Settings > Promos & Upsells > Upsell Rooms.




If there are no more upgrades available after the upgrade, the UPGRADE button will appear in gray and will not be selectable.


 

Finally, you can turn ON the DO NOT MOVE toggle if the guest’s room should not be moved.


ROOM KEYS

 

If your property has an integration with a key vendor, the KEYS button will appear on the stay card. To assign room keys for a reservation, click the KEYS button indicated below. 


 

Upon doing so, if you have not already created any keys, you will be prompted to select a KEY ENCODER, indicate HOW MANY KEYS?, and then select PRINT KEY.


 

If you have already created keys for this guest, you will get the option to create NEW KEY(S) (which will invalidate and replace previous keys) or DUPLICATE KEY(S).


 

Once you’ve selected one of these options, you will be asked to select a KEY ENCODER (which will remain the default until the session is ended) and indicate the number of keys you want to create. After completing these steps, select the green DUPLICATE KEY button to create/duplicate the key(s).




 

Stayntouch PMS will then display a Keys printed! message indicating that the key card has been successfully encoded. You may hear a beeping sound or other indicator from the key card encoding device indicating a successful encoding. 


RATES & ADD-ONS

 

Any RATES & ADD-ONS attached to a reservation will be displayed as shown below. To update a rate code on a reservation, select the orange arrows (>>) to the right of the rate and then select UPDATE ROOM & RATE. 



 

This will direct you to the Rooms & Rates screen, where you can review rates from the RECOMMENDED, ROOM TYPE, and RATE tabs, or search for a room type/rate from the search bar. This screen will also indicate the CURRENT RATE. You can also select Show Restrictions to show room types/rates with restrictions in place. If you wish to change this to a different rate, simply select BOOK. The rate will then update on the stay card.


 

It’s also possible to have multiple rates associated with one reservation. Like before, select the rate and then UPDATE ROOM & RATE. When you’re directed to the Rooms & Rates screen, select the checkbox for Show Stay Dates, which will allow you to view the rates available for each given date. 





If you want to change a rate on a given date, select that date, and then select the rate to which you want to change it. This will then become the current rate. This can be done on each night of the guest’s stay with a different rate for each night if required. Once we select DONE, you will be directed back to the stay card, you'll see that the rate code is now indicated as Multiple.

 





To apply a custom rate on a reservation, select the orange arrows (>>) to the right of the rate and then select APPLY CUSTOM RATE. Stayntouch PMS will allow you to change the rate amount if you have the appropriate permissions set. If you want to copy a rate for each of the stay nights, simply click the downward-facing arrow underneath the COPY column to populate the same rate across the selected date range. Upon doing so, the rate will be used for each of the stay nights. Please note, you will be required to enter an ADJUSTMENT REASON when copying a rate. Adjustment reasons can be forced by selecting FORCE RATE ADJUSTMENT REASON from Settings > Reservations > Reservation Settings. Once you’ve copied the rate and entered an ADJUSTMENT REASON, select UPDATE, and the rate will show as EDITED.








If you then click on the rate again, a popup will appear allowing you to MODIFY CUSTOM RATE or UPDATE ROOM & RATE. Please note, MODIFY CUSTOM RATE is only available for rates that are allowed to have the rates modified and only for users that have permissions to do so.


 

To view existing add-ons or to attach new ones, click the orange ADD-ONS button next to the rate information. A pop-up window will appear showing any existing add-ons as well as the posting type. You can remove the add-ons by clicking the red X to the right of the add-on*, or you can click the ADD MORE TO THIS ROOM button to attach any additional add-ons. To exit, click CLOSE WINDOW.

 

*If the add-on is included in the rate, it is not possible to remove the add-on.



 

If you click the ADD MORE TO THIS ROOM button, you will be directed to the BESTSELLER tab on the Enhance Stay screen. The add-ons displayed here are chosen by selecting the Bestseller checkbox from Settings > Rates > Add-Ons > Select Add-On. You can navigate through the available charge groups on the left side of the screen to view all available add-ons. You can then select add-ons (if desired), and to go back to the stay card, click the STAY CARD button at the top left of the screen.


LOYALTY

 

When loyalty programs have been configured for your property, the LOYALTY section will appear on the stay card. In the LOYALTY section, you can select or + ADD a loyalty program for the guest. 





ROOM ATTENDANCE

 

From the ROOM ATTENDANCE section, you can turn SERVICE for the room ON or OFF and select a LINEN CHANGE, STAYOVER CLEAN, and TURNDOWN type.



ADDITIONAL DETAILS

 

The ADDITIONAL DETAILS section is where you can mark the guest as TAX EXEMPT, mark the reservation as DAY USE (if day use reservations are enabled for your property), and select guest demographics (such as RESERVATION TYPE, MARKET, SOURCE, ORIGIN OF BOOKING, and SEGMENT). You can also enter a BOOKER EMAIL. This is useful if the person who booked the reservation is different from the guest staying at the hotel.

 


EXTERNAL REFERENCES

 

From the EXTERNAL REFERENCES you can select an external system (i.e., a CRS) and enter a Reference No. for the external system. If the reservation has been created via an integration, this will appear here automatically.



ACTIVITY LOG

 

The ACTIVITY LOG tracks many of the backend processes that happen in Stayntouch PMS regarding the guest stay, ensuring you see not only what and when an update was made to the guest stay details, but who performed the action, as well. 




PUT IN QUEUE

 

If a guest arrives at the hotel before their room is ready, the PUT IN QUEUE button will move the reservation to the QUEUED tile on the dashboard. Front desk will then be able to take all the information needed for the check-in process, so that once the room is ready, the guest will only need to pick up the key. 


DEPOSIT/BALANCE

 

By selecting the DEPOSIT/BALANCE button, you can view a guest’s balance or pay any deposit required. If there are deposit rules configured with the chosen rate, the deposit required will show on the DEPOSIT/BALANCE window. 

 


BILL & CHARGES

 

The BILL & CHARGES section will show all charges attached to a guest’s reservation. You can also add a payment or view the guest invoice or registration card from here. The Guest Bill is explained in a separate section of this guide.



CONFIRMATION EMAIL

 

To send or resend the confirmation email, you can click the CONFIRMATION button, select a LANGUAGE for the confirmation email, and choose an email address to send the confirmation email to. If you have more than one email address attached to the reservation, more than one will appear for selection. Furthermore, if the option to SHOW CUSTOM TEXT PER RESERVATION has been enabled from Settings > Hotel & Staff > Stationery > Confirmations/Cancellations > Guest Confirmation, you can also switch the EMAIL TYPE from DEFAULT to CUSTOM and enter a custom SUBJECT and CONTENT.





CANCEL RESERVATION

 

If you wish to cancel the reservation, simply click the CANCEL RESERVATION button.

 


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