Queued Rooms Functionality

Sometimes due-in guests arrive at your hotel, ready to check-in to their room before their room has been updated with a ready status. With the QUEUED tile on the dashboard and PUT IN QUEUE feature on the stay card, your property can better manage these guests, ensuring they get checked into their rooms as quickly as possible. Guests need to be assigned a room to be placed into QUEUED status or to use the PUT IN QUEUE feature.

To enable the queued rooms functionality, the ENABLE QUEUE ROOMS setting must be enabled from Settings > Reservations > Reservation Settings.

You’ll also notice a SKIP KEY CREATION FOR QUEUED ROOMS toggle from Settings > Reservations > Reservation Settings that will allow you to skip key creation when placing a room in queue. When enabled, the user will be prompted to create a key when checking the reservation into the system, rather than when placing in queue.

HOW TO QUEUE ROOMS

If ready rooms are not available, assign a "not ready" room and then select PUT IN QUEUE from the stay card, and the reservation will be placed into QUEUED status. Please note, once room is put in queued status, the PUT IN QUEUE button will change to REMOVE FROM QUEUE (in case there is a need to remove from queued status).

After PUT IN QUEUE is selected, Stayntouch PMS will direct the user to assign a room (if one has not already been assigned), prompt the guest to swipe their credit card, and have the guest agree to the Terms & Conditions and provide signature (if required for your property). This way, most of the check-in process can be handled when the guest first arrives, even when a ready room is not available.

Please note, when a room is queued, that room will be marked with the queued rooms icon from Housekeeping > Room Status as illustrated below.

DASHBOARD QUEUE

From the dashboard, the QUEUED tile will inform staff how many guests are currently waiting in queue.

ROOM READY AUTO CHECK-IN

When ROOM READY AUTO CHECK-IN is enabled from Settings > Rooms > Housekeeping, Stayntouch PMS will automatically check in reservations with a "not ready" room assigned that are placed in queue as soon as housekeeping updates the room to ready/inspected status.

Moreover, when ROOM READY NOTIFICATION is enabled from Settings > Rooms > Housekeeping, an email will be sent to the guest once Stayntouch PMS completes auto check-in of a queued reservation. This feature can be used at hotels where room keys are given to the guest upon placing the reservation into queued status and at hotels with a key dispenser. It will eliminate the need for the guest to come back to the front desk to complete check-in and/or to obtain room keys.

KEY DELIVERY SETUP

For the room ready notification email, proper key delivery settings need to be configured from Settings > Rooms > Room Key Delivery. At hotels that give the keys to the guest upon placing them in queue (and do not have a key dispenser), Deliver message to guest to pick up key from front desk should be selected from Guest Mobility Check-Ins.

Note: The email the guest will receive is hardcoded to say "Your room is now available. You can proceed directly to your room with the keys you have received. If you need any assistance please visit our agents in the lobby."

At hotels with a key dispenser, Deliver QR code for room key via email should be selected.

WHEN ALL THREE FUNCTIONALITIES ARE ENABLED

Guest arrives for check-in before a room is ready:

Reservation is put in queued status, so that guest registration is completed and a "not ready" room is assigned, payment handled, guest signature and agreement to Terms & Conditions is obtained, and keys are given to the guest.
Guest can leave the property or stay to enjoy access to onsite services while waiting for their room.
Housekeeping puts blocked/queued room into inspected status.
Stayntouch PMS will auto check the reservation into the blocked, now ready room (ROOM READY AUTO CHECK-IN also needs to be turned ON).
Stayntouch PMS auto-sends room ready email to the guest with the room number (ROOM READY NOTIFICATION also needs to be turned ON).
At a hotel with a key dispenser, the guest can scan the QR code in the welcome/room ready email to obtain keys for access to their room. At a hotel where keys were given to the guest upon placing into queued status, the guest will find out their room number in the email is, so they know what room is theirs.