Guest Messaging allows you to keep track of any notes that need to be passed onto a guest at your property - for example, phone messages. This ensures important information is communicated effectively and not missed during guest interactions.
Key benefits: helps maintain excellent guest service by ensuring important messages are not overlooked, providing clear communication between staff members, integrating seamlessly with the check-in process, and maintaining a record of all guest communications. This is different to Notes, To Do Items, and Tasks aimed at your teams at the property.
Required Conditions
Before using Guest Messaging, ensure you have:
Access to Guestline Rezlynx with appropriate permissions.
Guest profiles created in the system.
Clear understanding of message priority levels and response requirements.
Add a guest message
To add a message to a guest's reservation, follow the steps below:
Navigate to Guest Journey, Front Office and select Guest Messaging.
Click New.
Complete the fields as required, including:
Title - enter a brief subject line.
Description - type in the full message content.
Priority level - set the appropriate urgency level.
Response by date and time - set when the message needs to be actioned.
From - freetype who the message was from.
To - select who the message is for.
Click Save.
View Guest Messaging
You can view Guest Messages via:
Guest Messaging
To view Guest Messaging within Guest Messaging, follow the steps below:
Navigate to Guest Journey, Front Office and select Guest Messaging.
By default, the Include completed filter will be unticked. Tick this box if you need to see messages that have been completed.
Use the drop-down menu to select Order By preference.
Click Refresh and the messages are shown on screen as shown in the image below:
Planner
To view Guest Messaging on the planner, follow the steps below:
Navigate to the Guest Journey, Property, then Planner.
Click on the flashing Guest Msg message in the top left of the planner, as shown in the image below.
Check In screen
To view Guest Messaging on the Check-In screen, follow the steps below:
Navigate to Guest Journey, Front Office, then Check In.
Click on the speech bubble icon next to the guests' name to show the message.
Log in
When you log into the system, the Guest Message screen will pop up for your review and action. Within this pop up you can select to Snooze or Close the message.
To Do Items
The guest messages are also visible within the To Do Items.
Manage existing Guest Messaging
Once you have viewed the Guest Messaging, you can then:
Select 'Mark as complete' once the message has been dealt with. This will remove it from your active message screen.
Press 'Edit' to make amendments to existing messages.
Press 'Delete' if you wish to remove the message entirely.