Checking-in a guest

You can complete the Check-in process for guests who have reservations using the Check In, and Stay 360 screen. Because much of the guest stay information has already been entered during the reservation process, a guest check-in can and should move very quickly for guests holding reservations. The Check In screen simplifies the guest check-in process through a graphically driven workflow that moves front desk and reservation staff personnel through the arrival and registration process intuitively, quickly, and efficiently. If the GUESTRECOGNITIONPOPUP parameter is enabled, a pop-up window displays important information regarding the guest being checked-in.

You can Right Click on a guest record to update the guest reservation status.

As you move through each phase of the check-in process using the buttons on the left side of the page, a is displayed by the system to indicate that a step is complete, enabling you to move on to the next step. Based on your system configuration, you must complete all required steps in the reservation workflow before clicking the Check In to finalize the guest reservation.

Note: 
  • If you select the Hide Confidential Rates check box on the User Groups page for the logged in user, and the Confidential Rate check box is selected on the Guest Stay page, the Grand Total, and Average Nightly Rate fields are hidden by the system.
  • If the value of the property parameters ADVANCEPOSTINGLIMIT is specified, then the Advance Posting is limited to a specific period for the hotels in Germany.
  • If the property parameter SignatureCaptureRegCard is not selected, the report parameter values specified for the Registration Card in the property parameter REGCARDREPORT is considered for printing the guest registration cards.
  • When you select the Check In option, a warning message is displayed and you must transfer the deposit manually if:
    • The BLOCKDEPOSITTRNSTOGUESTLEDGER property parameter is set to Fully or CheckIn and
    • A pending deposit balance exists for the guest stay.
  • For iPad users,
    • you must enable the DEPOSITCORRECTIONS property parameter when a deposit balance exists for a guest stay and BLOCKDEPOSITTRNSTOGUESTLEDGER property parameter is set to FullyAutoCRDT to continue the check-in process.
    • You can specify the device details in the Device ID and Device Name fields.
    • You can add the Device ID to the application using the Add App Device ID to HMS option.
    • You must enable the Save to Profile check box to save the notes for a guest reservation.
    • You can search, sort and view a reservation using the External Reference number.

To check-in a guest reservation:

  1. Select Front Desk > Check-In.
  2. Double-click the guest record. The Record View tab is displayed. Information regarding the guest is displayed in the header of the Guest Details section, such as the lifetime revenue generated by the guest and the total number of nights the guest has stayed in the hotel. Icons are also displayed to indicate special status for the guest, such as Guest is a VIP. Hovering over an icon with the mouse displays details regarding their meaning.
    Note: This screen applies the VVIP functionality for disabling the VVIP guests details if the user is not VVIP authorized. See VVIP functionality.
  3. In the Guest Details section, specify the information that you require. See additional details about these fields:
    Email Type
    Select the type of email to associate with the guest record, Alternate or Primary.
    Auto Email Folio
    Select this check box to automatically email the folio to the guest when the folio is generated. If Auto Email Folio is checked, E-mail Address is required.
    YTD Loyalty Nights
    Specify the number of nights the guest has stayed for the selected rate plan in the current calendar year.
    Note: To calculate the stay dates, the reservations with status In-house or Checked-out are considered. The stay date must be the same as or later than the current hotel date.
    Tax Id
    Specify the guest's tax identification number. Tax invoicing features are enabled or disabled for properties based on the setting of the TAXINV property parameter.

    See Property parameters for information on TAXINV. For information on tax invoicing refer to Tax invoices.

    Stay Type
    Specify the guest's stay type for rooms using the owner room rotation method.

    See Understanding room rotation for information.

    Guest Image
    The guest image that is defaulted for the selected profile ID from the Guest Profile screen.
  4. Click Room Assignment. The Room Assignment page is displayed with a list of all the available rooms based on the room type specified on the reservation. If room rotation is used, rooms with the lowest amount of total room points appear at the top of the list. When the owner room rotation method is used and the top room in the list is not assigned, you will be prompted for a reason. See Understanding room rotation.
    The Room Assignment page displays the list of rooms and a calendar grid that indicates the status and availability of a room based on different colors and icons that are defined in the legend at the bottom of the page; for example, Available rooms are displayed in green for a particular date, and an icon is used to identify a room as Dirty. Hovering over a room number with the mouse also displays the room description.
  5. In the Search Criteria section of the page, enter a search criteria to narrow or modify the Room List as necessary.
  6. Specify this information:
    Retain Current Rate
    Select to search for a different room type while retaining the current rate for the room type specified on the guest reservation. This feature can be used when there are no available rooms of the room type specified on the guest reservation, and selecting Retain Current Rate enables you to find the guest an available room that is a different type without re-quoting the price that was quoted for the room type on the guest reservation.
    Rate Reason
    If you have selected Retain Current Rate, select the reason.
    Show Assigned Rooms
    Select to display rooms that are currently assigned to another guest.
    Show Unavailable Types
    Select to include room types in the search results that are sold out or restricted.
    Show Dirty
    Select the check box to include the rooms with Status set to Dirty in the search result.
    Note: The check box is not selected during the check-in process.
    Show Occupied
    Select the check box to include the details of the occupied rooms in the search result.
    Note: The check box is not selected during the check-in process.
    Room Attributes
    Specify the attributes that a room must have to be included in the search results.
    Note: Room attributes and guest preferences with the same codes are equivalent, and the room attributes will default to guest preferences that are also room attributes.
    Non-Smoking
    Select to display only non-smoking rooms in the search results.
    Accessible
    Select to display only handicapped accessible rooms in the search results.
    Note:  Non-Smoking and Accessible are both room attributes and guest preferences that are pre-defined as a part of the system configuration. Due to the importance of these features, you are able to limit search results as a part of the check-in process as well.
    No Connecting Room
    Select to display only rooms non-connecting rooms in the search results.
    Connecting Room
    Select a room number to display only rooms which connect to the selected room number in the search results. A connecting room refers to an adjacent room with direct access between the rooms, making the use of a corridor between the adjacent rooms unnecessary.
    Exposure
    Select the room view or exposure. For example, ocean view, mountain view, etc.
  7. Click Search. The rooms matching the specified search criteria are displayed.
  8. Double click the room to assign for the guest reservation. The Check-In Details are updated with the room information, and the indicates that the room assignment process is complete. The Room Pin field is populated only if the required interface is installed. The Room Pin is the code that allows the guest to access the room. The code is created after the key generation process is complete and is displayed in this field. The code is printed on the invoice. If the Do Not Move field is selected, you cannot change the room that is assigned to the guest.
  9. Specify the room type. The default value is determined by the setting for Room Type in the Property Defaults section of the Property screen.
    Note: The room type must be in inventory for the guest stay duration.
  10. In the Guarantee/Settlement Details section, specify the settlement details or click Settlement button, as necessary. A indicates that folio settlement details have already been entered for the guest reservation. A payment authorization page is displayed showing any folio settlement details that are available on the guest reservation.
    Save to Profile
    If this check box is selected, the settlement information is saved to the Billing Profiles tab of the Guest Profile screen.
    Note: 
    • No Post: If this check box is not selected, all postings from any source such as interface outlets, posting directly on the folio, fast post, EOD and auto-transfers, are allowed. If the check box is selected, the following postings are allowed:
      • Posting directly on the Folio
      • Posting by EOD.
    • Post All Charges: If this check box is selected, you can post all future charges to the guest account. This checkbox is displayed when ALLOWADVANCECHARGEPOSTING parameter is enabled.
    • Settlement details are usually entered during the guest reservation process.

      Refer to Creating guest reservations. If no settlement details have been added for the guest reservation, you can swipe or manually enter the card or settlement information as necessary. Refer to Adding settlement details during a guest check-in.

  11. In the Additional Details section, specify the information that you require. See additional information about these fields:
    Alternate First Name
    Specify an alternate first name of the guest.
    Alternate Middle Name
    Specify an alternate middle name of the guest.
    Alternate Last Name
    Specify an alternate last name of the guest.
    Personal Number
    The unique identification number of the guest.
    Note: The value is retrieved from the Guest Profile screen.
    Alternate Title
    Specify an alternate title of the guest.
    Alternate Suffix
    Specify an alternate suffix of the guest.
    NRG
    If this checkbox is selected, the guest is identified as Non Registered Guest for the Hotel. The guest is checked in with the prefix NRG.
    Note: 
    • If this checkbox is cleared, the NRG prefix is removed from the Guest profile (name caption).
    • The information related to this guest is not disclosed at any given point of time.
    • The application displays a confirmation message for accessing the NRG guest.
    Player Card Level
    The level associated with the player. This value is defaulted with the value specified in the comp calculator field based on the pre-configured customer/partner interface.
    ID Number
    Specify the number of identification document provided.
    Note: This value is masked if the value of the property parameter MASKPASSPORTIDNUMBER is set to ID.
    Service
    Specify the branch of the armed forces to which the guest belongs to. For example, Air Force, Navy, Army and so on. This field is used by US Military only.
    Rank
    Specify the rank of the guest. This field is used by US Military only.
    Pay Grade
    Specify the pay grade of the guest. This field is used by US Military only.
    Rating
    Specify the guest rating. The guests are limited to room types within their rating. This field is used by US Military only.
  12. Click Registration Card. A registration card is displayed. Print or export the registration card as necessary. The Record View page is displayed, and the indicates that the registration card process is complete.
    Note: 
    • You must generate a registration card for the guest to complete the guest check-in if Registration Card Required for Check-In is selected for your property as a part of the property configuration.
    • For Hotel and Signature Application users, you must sign and submit the registration card to complete the check-in process.
  13. Click Generate Keys. The Generate Keys page is displayed showing the guest details for the selected guest. The Manage Guest Keys window is displayed only if the Key Vendor Direct Interface check box is selected on the Room Key Configuration screen. See, Managing the guest keys.
    Note: You must generate a key for the guest to complete the guest check-in if Require Key Generation is selected for your property as a part of the property configuration.

    See Generating room keys.

  14. Click Folio to carry out the postings when a guest checks-in.
  15. Click Enhanced Experience. The Enhanced Experience page is displayed, enabling you to add meal plans, additional items, packages, and bundles to the guest reservation, for example: golf package, spa treatments, massages, beer, wine, champagne, and gift baskets. Enhanced experience items are configured for meal plans and non-room items and bundles within the Rates and Sales module and can be added to a guest reservation at any point during a guest stay, including the departure date.
  16. Specify this information:
    Item Type
    Select the type of enhanced experience item to add.
    Item
    Specify the enhanced experience item to add. The values in the Quantity and Frequency fields are automatically populated. Edit the Quantity value as necessary.
    Start Date
    Specify the date on which the enhanced experience item begins.
    End Date
    Specify the date on which the enhanced experience item ends.
    Pricing Control
    Select to charge for the item per adult, child, person, or room.
  17. Click Save.
  18. Add additional enhanced experience items as necessary, and click Close. The guest reservation is updated with the enhanced experience information, and the indicates that the enhanced experience process is complete.
  19. Click Rate Details. The Rate Details page is displayed.
  20. Click Expand/Collapse to view a detailed summary of the room rates, package rate, non room bundles, and enhanced experience items per date for a reservation. Hovering over an item in the rates summary with the mouse also displays detailed information about the reservation associated with the room.
  21. View the summary information and click Close.
  22. Click Messages. The Messages window is displayed, which enables you to add messages, internal action requests, wake up call requests, and other types of messages for a guest reservation.
  23. Specify this information:
    Type
    Select the type of message to add; for example, Wake Up Call. Certain fields are enabled or disabled in the Message Details section based on the type of message selected.
    To
    Select the recipient of the message; for example, the name of guest being checked in.
    From
    Specify who is sending the message; for example, another guest or hotel personnel.
    Phone
    Specify the phone number for the recipient to call regarding the message.
    Completed
    Select to indicate that the message has been delivered.
    Canceled
    Select to indicate that the message no longer needs to be handled or delivered.
    Reminder Date/Time
    Specify a date and time at which to generate an reminder regarding the message.
    Topic
    Specify a brief description of the message to indicate the subject of the message.
    Message
    Specify the actual message.
    Urgent
    Select to indicate that the message is urgent.
    Returned Your Call
    Select to indicate that the message has been received by the recipient, who attempted to return the call.
    Please Call
    Select to indicate that the sender of the message is requesting a call from the recipient.
    Will Call Again
    Select to indicate that the sender of the message will call again in an attempt to reach the recipient.
  24. Click Save. The message is added to the guest reservation.
  25. Add additional messages as necessary and click Close. The indicates that messages have been added on the guest reservation.
  26. Click Notes. The Notes window is displayed. Notes can be entered to be viewed by hotel personnel only or to be shared with the guest.
  27. Specify this information:
    Reservation Note
    Specify a note to be viewed by hotel personnel regarding the guest reservation.
    Guest Note
    Specify a note to be shared with the guest.
    Print on Confirmation
    Select to print the note on the confirmation generated by the reservation.
    Private Note
    Select to indicate that the note is private and should not be printed on the confirmation or guest registration card.
  28. Click Save. The note is added to the guest reservation.
  29. Add additional notes as necessary and click Close. The indicates that there are notes on the guest reservation.
  30. Click Edit Guest Stay. The system displays the Guest Stay page for the guest reservation.

    Refer to Maintaining guest details.

  31. Click Check In. The guest reservation is checked in. The status of the guest reservation is set to In-house and the housekeeping status for the guest room is set to Occupied. If the property parameter CKINPCKUPSTATUS is checked and the room assigned has the room status of Pick Up, a message is displayed to the user that states the room has a status of Pick Up and also includes the last date and time the room was cleaned.
    Note: If advance deposit tax invoicing is enabled for a property, when an advance deposit is posted, the system posts the Deposit Charge (the Net Amount and Tax Amount) and the Deposit Tax to the guest account. When the guest checks in, the Deposit Charge and Deposit Tax rows are offset with contra-postings, and the Deposit Payment row is offset with a To Guest Ledger transaction. A credit for the Advance Deposit transaction is also posted to the guest folio. These transactions can be viewed on the Advance Deposit and Folio tabs of the Account screen. Deposit tax invoicing features are enabled or disabled for properties based on the setting of the ADTAXINV property install parameter.

    Refer to Property parameters for more information on ADTAXINV.

    If you check-in a reservation that is part of a set of associated reservations; as the very last step of the check in process, a popup is displayed by the system listing the remaining reservations that are part of the same set of associated reservations and need to be checked-in.