Helpful Tips To Prepare For When Stayntouch PMS Is Offline

PREPARING AHEAD: RECOMMENDED OFFLINE/DOWNTIME PROCEDURES

General Guidelines

Inform guests of expected downtime (where possible) explaining that the hotel will not have access to their computer system for a specified period. Explain that guests checking out during this period can expect a longer check-out process than usual.

To minimize operational impact during this period, we recommend printing downtime reports (see below list) specifying arrivals, departures, guests in-house, and room status (vacant clean/inspected rooms).

Also be sure to print and hand out the Credit Check Report to your restaurant outlets.

We suggest printing or emailing the same downtime or emergency reports to key staff members.

Reservations

If a guest makes a reservation during this downtime, you will need to let them know that the system is currently unavailable; however, they can book online, or you can take their name and phone number and call back later.

Arrivals

We advise pre-cutting keys for arrivals. You should also cut a few keys for vacant rooms (should you need to move a room or schedule a walk-in). Be sure to make a record of any arrivals on the arrival list and cross out the room once it is in use. You should let the customer know that you will reach out to collect credit card information once the system is restored.

Take note to pre-block remaining arrivals, and depending on occupancy, close out the hotel in the CRS to avoid any oversell.

Departures

Prepare for offline room charges from outlets or ask guests to refrain from closing the room charge until the system is back online. Furthermore, you should make sure all outstanding balances are (pre)charged for any guest checking out. Be sure to print or email any guest balance reports.

Departing guests will need to come down to the desk to check out, at which point the agent should explain that the system is down and offer to email the guest folio once the system is restored. The agent will then record the room number, guest name, and any notes on the departure list.

Following the guest’s departure, the agent should notify Housekeeping. Once Housekeeping is made aware of the guest’s departure, the agent should mark it accordingly.

RECOMMENDED REPORTS

Here is a list of reports that can be printed in advance as a backup to monitor and keep track of customer activity:

Arrival Report (Select INCL RES. NOTES, INCL GUEST NOTES, and INCLUDE ACTIONS from the OPTION(S) field and run for the next two days)
Action Manager Report
Departure Report
Guest Balance Report
In-House Guests Report
Credit Check Report (Select INCL RES. NOTES, INCL GUEST NOTES, and SHOW GUESTS from the OPTION(S) field)
Print a Room Status Report from Housekeeping > Room Status
Print a Detailed Availability Report from the Availability screen (Select the 14-day view)

REMINDER: ALTERNATE CONNECTIVITY

In the event of a power outage or internet disruption, Stayntouch PMS is accessible via mobile phone or any tablet/laptop using a cellular phone's hotspot.