Zest Web/Online Check-in Flow and Setup

Modified on: Fri, 2 Aug, 2019 at 1:25 PM

Applies to:       Rover PMS    Rover Overlay



Zest Mobile Check-in Flow and Setup


MOBILE CHECK-IN


Guests may access mobile check-in via email sent to them and then entering departure date and last 4-digits of their credit card number (if on file as payment method) or by visiting the web page to enter their verification information. 


Check-In Email
Check-In Email Verification
or Check-In Direct URL Check-Out Email



      







Guest Mobile Check-In Flow

Once a guest enters their reservation information for verification, they will go through the check-in flow.  Upsell offers will display when option is turned ON and available. 


Stay Detail Summary
Room Upgrade Offer
Guest Arrival Time
Early Check-In Offer

Mobile Check-In Complete













UPSELL OPPORTUNITIES DURING CHECK-IN


Room Upsell—Will be offered based on higher category room(s) availability. Also, room status must be ready at the time guest does mobile check-in for offer to be shown. 


 
Early Check-In Offers - Availability is based on max number of early check-ins allocated, total for day and/or by room type. Once limit is reached, offer will no longer appear.


When early check-in upsell is turned on and available, guests will have the option to select one of the following:   

  • Purchase Early Check-In—Early check-in charge will post automatically on the guest bill and guest will be able to successfully complete mobile check-in process.   
  • Change Arrival Time—The earliest time available will be the early check-in upsell 'end time'. 
When early check-in upsell is turned on but is not available because max number of early check-in upsells has been reached and/or due to exclusion settings, guest will have option to enter a later arrival time starting at the early check-in upsell 'end time'. 

Early Check-In Offer
Purchase Early Check-In
Change Arrival Time

  





ZEST MOBILE CHECK-IN SETUP


Zest setup preferences need to be selected and saved in order to use functionality. Go to Menu > Settings > Zest > Check-In.


Following settings need to be used:  

  • PRE-CHECK-IN ONLY: Turn ON 
  • CHECK-IN ACTION: Mark AUTO CHECK-IN


In order to send Zest Web check-in invitations to all qualifying reservations, including those where a room has not been assigned, toggle ON PRE-CHECK-IN ONLY from Settings > Zest > Check-In.


Only if Reservation is CC guaranteed—Leave this setting unmarked to allow as many guests as possible to use web check-in. Guests without a credit card on file can directed to a specific location (front desk, online check-in area, etc.) and present their ID and payment method to pick up room keys. This option can be marked to limit sending emails to guests with reservations that have a credit card on file.



XX MINUTES PRIOR TO ARRIVAL TIME (ETA)—Select how many minutes before arrival time (entered by guest during web check-in process), the system is to check the reservation into a ready room. The system will then search for a ready room and assign it if a room has not already been assigned, then check reservation into in-house status within the reserved room category. The following conditions apply when the system performs automated room assignment for check-in:


  • Guest preferences will be taken into account. If a ready room with requested preferences is not available, an alternate room (within same room category) will be assigned. 
  • If an upgrade was selected, the system will assign upgraded room type.
  • On a reservation with a pre-assigned room, if guest selects a room upgrade (Room Upsell is turned ON, offered to guest during web check-in and purchased by guest) the system will change room assignment to the upgraded room type. 


START AUTO CHECK-IN FROM—Select the time that the system is to perform auto check-ins. 


STOP AUTO CHECK-IN ATSelect the time that the system is to end auto check-ins. 


SENT NONE CC RESERVATIONS TO FRONT DESK ONLY—Mark this setting so that guests without a credit card on file for payment can be directed on how to pick up keys, esp. at hotels with a key dispenser.




Reminder:  Scroll to bottom and SAVE CHANGES regularly to avoid loosing preferred settings in case you get auto logged out.


MAXIMUM NUMBER OF WEB CHECK-INS PER DAY  


Recommendation is to enter a number high enough (such as total number of rooms) so that all guests who were sent an email will be able to complete their check-in/out. Once number entered here is reached, the system will not allow any more self check-ins/outs.


CHECK-IN COMPLETE CONFIRMATION SCREEN TEXT


Enter the message that will display on the final screen once web check-in has been completed.



   


PRE-CHECK-IN EMAIL FIELDS

  • Enter desired text used in the Zest Web Check-in emails for: Title/subject line
  • Top body (area above check-in link) 
  • Bottom body (area below check-in link) 


   


Please note, if a guest completes pre-check-in after midnight on the day after the arrival date, auto check-in will not complete. This is because Zest Web uses the calendar date, and therefore, after midnight, it is not considered the arrival date anymore, even though the business date has not changed. 


EXCLUDE GUESTS FROM RECEIVING WEB CHECK-IN EMAILS 


It is possible to exclude guests based on selected criteria from receiving Zest Check-In emails. 


CHECK-IN EMAIL ROOM EXCLUSION SETTINGS

To exclude guests who are pre-assigned certain room numbers from receiving mobile check-in emails, select the chevron arrows on the "CHECK-IN EMAIL ROOM EXCLUSION SETTINGS" drop down to expand the section. Room numbers that are listed under "INCLUDED" will receive the Zest emails.  Guests with reservations that have room numbers under "EXCLUDED" will not receive Zest emails. 



To exclude room numbers, select INCLUDED, and mark the room number(s). Then scroll to bottom of screen and SAVE CHANGES to exclude guests from receiving Zest emails. The marked room numbers will be moved the the "EXCLUDED" section. 


To undo excluded room numbers, go to "EXCLUDED" and select room numbers. Then scroll to bottom and SAVE CHANGES to include them so that arriving guests with reservations that have selected room numbers can receive Zest emails. The selected room numbers will now appear under the INCLUDED section. 



Guests can also be excluded from receiving an email to do a Zest Web pre-check-in based following criteria. Use drop down menus to select code or room type and select the green EXCLUDE button.

  

To undo exclusions, use the red X and save changes.

  • Rate Code 
  • Block Code 
  • Room Type

Reminder: Scroll to bottom and SAVE CHANGES regularly to avoid loosing preferred settings in case you get auto logged out.


STAFF ALERT


For hotel staff members to receive the following notifications via email, Turn ON setting, and mark ALL. Then add staff members’ email addresses. Use a semi-colon between each email address.



  


URL CHECK-IN—SECOND AUTHENTICATION TO FIND RESERVATION

In order for guests to retrieve their reservation and complete mobile check-in via Direct URL, Email from Guest or SMS, they will need to provide two pieces of information on the “Find Your Reservation”. This information is needed to retrieve the guest’s booking. The top field, “LAST NAME ON RESERVATION” is mandatory. For the second authentication factor, hotel has the option to require Confirmation Number only or allow the guest to enter either the Confirmation Number or the Departure Date. 


Last name on reservation and confirmation number: 


bmHBXPrQDYH-xUcctgOrdiut2yTzxIRnDg.jpeg cWo3psnstcJdO5xAunQdPy9amMVdvGBriw.jpeg



Last name on reservation and option to enter either confirmation number or departure date: 



Dv9krGMJozhU16bm4ycalnJ9ekANkjA6Xw.jpeg -Y46TAQnZHg-lfhN0G16fSqeS-lAykukHg.jpeg



ADDITIONAL SETTINGS NOT COVERED ABOVE...


There are additional options that may be available to select hotels / brands based on their requirements. A StayNTouch team member will let you know if other settings are needed for your hotel. Otherwise, please leave the additional settings in the OFF position. Zest Web pages need to be created and in place for additional options to work. 


GUEST DETAILS COLLECTION—When turned ON, the "Your Address" screen will be included during web check-in and include optional birthdate entry. This will give the guest an opportunity to review current address and birthday details on the reservation and add/update it.  Most hotels do have this option. However, it is best to test Zest Check-in to confirm your hotel has the web page required to collect guest address and birthday details.


Zest App Settings—Please leave settings turned OFF unless directed by StayNTouch. 


Reminder:  Scroll to bottom and SAVE CHANGES regularly to avoid loosing preferred settings in case you get auto logged out.




MANUALLY SEND ZEST CHECK-IN EMAILS


Use the ‘Send Check-In Email’ link at top of page to access all guests with an email address who qualify to receive the Zest Web check-in/out email based on preferred settings. This link can be used when it is necessary to manually trigger Zest Web emails to one, several or all guests that are listed. Either mark box next to desired guests’ name or use box at top to select all guests.



AUTOMATE SEND CHECK-IN EMAIL / DELIVERY TO GUESTS 


To trigger check-in email invitations to guests each day at the designated time, update the following settings:


SEND EMAIL CHECK-IN ALERT: Turn ON 


Enter time that automated emails should be sent to arriving guests for each drop down: 

  • SEND EMAIL TO GUESTS ON DAY BEFORE ARRIVAL
  • SEND EMAIL TO GUESTS ON DAY OF ARRIVAL



Reminder:  Scroll to bottom and SAVE CHANGES regularly to avoid loosing preferred settings in case you get auto logged out.




ROOM READY/ROOM KEY DELIVERY EMAIL SETUP


Enter a message instructing guests on how to pick up room keys: 

  • Go to Settings > Rooms > Room Key Delivery, in the Zest Check-Ins column.  
  • Mark ‘Deliver message to guest to pick up key from front desk’. 
  • This will expand ‘ENTER ROOM KEY DELIVERY MESSAGE box. Enter instructions, which will be included in the Welcome email sent to guests once the system completes auto check-in. 
Note: Above should be saved at all hotels using Zest Web.  




Note: Below details only apply for hotels with a key dispenser machine that is integrated with StayNTouch: 


HOTELS WITH KEY DISPENSER


At hotels with a key dispenser, the QR code will be included in the room ready email sent to guests who have a credit card on file.  To turn this setting ON, after entering room key delivery message, select "Deliver QR code for room key via email, then Save Changes. 


Note:  

  • Guests with a credit card on file will receive an email with QR code and guests with non-credit card bookings will be directed to the Front Desk to pick up room keys.  
  • For guests without a credit card on file to receive instructions to pick up keys at the front desk (or other designated area such as key pick-up area) be sure to also enter text in the "ENTER ROOM KEY DELIVERY MESSAGE" box, as shown above. 



Reminder:  Scroll to bottom and SAVE CHANGES regularly to avoid loosing preferred settings in case you get auto logged out.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.