How do I handle guest inquiries and requests?

Handling guest inquiries and requests in PMS involves efficiently tracking and responding to guest needs. 

Here’s how you can do it step-by-step:

Steps to Handle Guest Inquiries:

1. Log In to the PMS:

• Open your PMS.
• Enter login credentials.

2. Open the Dashboard:

• Navigate to the Enquiries section.

3. Add New Enquiry:

• Add essential details for making reservations like personal info, check-in, check-out dates, Room type, etc.
• Save the reservation.

Steps to Handle Guest Requests:

1. Access the Guest’s Reservation:

• Go to the booking reservations or in-house guests section.
• Use the guest’s name, ID, or room number to find their booking.

2. Open the Reservation:

• Click on the guest’s reservation to see their details.

3. Add or Update Requests:

• Look for a section labeled “Special Requests”.
• Click the “Add Inclusion” button.

4. Enter the Inclusion:

• Select an inclusion such as room decor, Spa, singing show, etc.
• Include the comment for specific details or preferences the guest mentioned.

5. Assign the Request to the Appropriate Department:

• Select the department responsible for handling the request (e.g., housekeeping, room service, maintenance).
• Click “Assign. 

6. Confirm and Save:

• Ensure the request is saved and visible in the guest’s reservation details.

7. Follow Up:

• Check the status of the request to ensure it has been completed.