How to manage Room Service Orders

When guests make a Room Service Order, those orders need to be managed by the hotel staff to either confirm them or reject it. Room Service orders can be managed using 3 different channels:

1. In the CMS, in the Requests list inside the Activity tab.
2. In the emails the hotel staff will receive for each room service order. IMPORTANT: Remember that emails will only be received if the email addresses have been introduced in the Room Service’s booking configuration.
3. In the Staff App, in the Requests section.

Managing Room Service orders in the CMS:

Whenever a Room Service order is made by a guest, the order is sent to the CMS, and it will appear in the Requests list, inside the Activity tab. 

In the Requests list we can click on each order to either confirm or rejectit. The guest will receive a notification on his phone informing him of the change of status of his order.

To do this:

Route: ACTIVITY> REQUESTS

1. Look for the order you want to manage. Unmanaged orders will have a “NEW” status, and will be highlighted in a light blue color.
2. Click on the “Edit” icon located to the right of the order you want to manage. The icon looks like a pencil writing on a piece of paper.
3. A pop up will be opened with detailed information about the order.
4. To manage the order:

1. Click on “Approved” to Confirm it. You can also send a brief message to the guest typing it in the comments box. Click on “Save changes”. When you click on “Save Changes” the guest will receive a push notification in his phone informing him that the order was Confirmed and the comments you wrote (if any).
2. Click on “Reject” to reject it. You can also send a brief message to the guest by typing it in the comments box. Click on “Save changes”. When you click on “Save Changes” the guest will receive a push notification in his phone informing him that the Order was Rejected and the comments you wrote (if any).
3. Finally, you can also send comments to the guest without changing the status of the order. This is useful in case you want to ask the guest for more information (for example, if he would like ketchup with his hamburguer). To do this, type you message in the comments box and click on “Send Message”.

Managing orders via email:

When you configured the Room Service you introduced one or several email addresses. Whenever a room service order is made by a guest, an email will be sent to each one of those email addresses. You hotel staff will be able to confirm or reject the order within that email.

Please note that the email will be sent in the hotel’s default language, which will normally be english. 

To manage an room service order via email:

1. In your email inbox, look for the email sent by STAY and open it. 
2. The email contains all details about the order (guest who made it, room number, check in and check out dates, ordered products…).
3. Click on the “Manage Booking” button. You will be taken to a website.
4. In this website you will be able to Confirm or Reject the order, as well as send a message to the guest. To do this:
1. Click on “Confirm” to Confirm the order. You can also send a brief message to the guest by typing it in the comments box. Click on “Send”. When you click on “Send” the guest will receive a push notification in his phone informing him that the order was Confirmed and the comments you wrote (if any).
2. Click on “Cancelled Booking” to reject the order. You can also send a brief message to the guest by typing it in the comments box. Click on “Send”. When you click on “Send” the guest will receive a push notification in his phone informing him that the order was Rejected and the comments you wrote (if any).
3. Finally, you can also send comments to the guest without changing the status of the order. This is useful in case you want to ask the guest for more information (for example, to ask him if he wants ketchup with his hamburguer). To do this, type you message in the comments box and click on “Send” without selecting “Confirm” or “Cancelled Booking”.

Managing orders with STAY’s Staff App:

If your hotel staff has STAY’s staff app on their phones they will be able to manage room service orders with it. To download STAY’s Staff App use one of these links:

iOS: https://apps.apple.com/es/app/stay-staff/id1510530215

Android: https://play.google.com/store/apps/details?id=es.mobail.staff&hl=en_US&gl=US

If they log in with the same email that they introduced in the room service’s booking configuration, they will receive a push notification in the Staff app every time a room service order is made. If they log in with any other email, they will not receive push notifications, but they will still be able to manage orders in the Staff App. To do this: 

1. Log in to the Staff app with the same user name and password you use for the CMS.
2. If you’re managing more than one hotel with the Staff App, look for the hotel you want tapping on the “Search Hotel” icon which looks like a magnifying glass. If you’re only managing one hotel, you can skip this step because the app will already have opened this hotel. 
3. Tap on the “Requests” section. 
4. Look for the order you want to manage and tap on it. You will see detailed information for the order.
5. Tap on the “Manage” button and:
1. Tap on “Approve” if you want to accept the order and confirm it. Write a comment in the comments field if you want to send comments to the guest. Tap on the “Save Changes” button.
2. Tap on “Reject” if you want to reject the order. Write a comment in the comments field if you want to send comments to the guest. Tap on the “Save Changes” button.

The guest will receive a push notification informing him of the change of status of the order, as well as the comments if you sent him any.