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How to manage guest information

Overview

The Guests feature allows you to manage guest and stay information from the CMS.

From the guest list, you can search for guests, add guests manually, review their profile and activity, update their information, and perform actions such as sending a notification, accessing Concierge chat, generating an invitation link, or removing a guest.

Before getting started

Before managing guest information, make sure:

  • You have access to the Guests feature in the CMS.
  • The guest is already registered if you want to review or edit their information.
  • You have the correct guest and stay information available before making any changes.

Step-by-step guide

Step 1: Access the guest list

  1. In the CMS, go to CRM > Guests.
  2. The guest list displays the following information for each guest:
    • Name
    • Room
    • Origin: Indicates whether the guest was added automatically (Auto) or manually (Manual).
    • Guest type: Indicates whether the user is a Pre-guest or Guest.
    • Product: Indicates whether the guest is using the Web portal or Native app.
    • Check-in date
    • Checkout date
    • Actions
  3. If more guests are available than initially displayed, click Load more to view additional guests.

Step 2: Search for a guest

Use the search field at the top of the guest list to search by:

  • Guest name
  • Room number

Click the relevant guest in the filtered list.

Step 3: Add a guest manually

To add a guest manually:

  1. Click Add guest in the upper-right corner.
  2. A panel opens on the right side of the screen. Complete the following fields:
    • Full name
    • Room number
    • Check-in date
    • Checkout date
  3. Click Save changes.

The new guest will appear in the guest list with Manual as their origin.

Step 4: View a guest's details and activity

To view a guest's information:

  1. Click the guest's row in the list.
  2. A panel opens on the right side of the screen with the guest's information.

The panel displays:

  • Name
  • Room number
  • Stay dates
  • Activity summary

The Activity summary shows the activity registered for the guest, including bookings, requests, orders, and other activity.

From this panel, you can also edit the guest's information or add new activity.

Step 5: Edit guest information

To edit a guest's information:

  1. Click the guest's row in the list to open the guest details panel.
  2. Click the pencil icon next to the guest's name.
  3. Update any of the following fields as needed:
    • Name
    • Check-in and checkout dates
    • Room number
    • Birthdate
    • Gender
    • Country
    • Category: By default or Without category
    • Travels with: Alone, Couple, Friends, or Kids
  4. Click Save.

Note: If a guest changes rooms, update their room information. This helps prevent overlapping stays that could stop a new guest from accessing the guest app using the previous room.

Note: If a guest extends their stay, update the checkout date so they are not logged out of the guest app before their actual departure date.

Step 6: Add guest activity

You can add activity directly from the guest details panel.

To add an activity:

  1. In Activity summary, click the + button.
  2. Search for and select the relevant service.
  3. Complete the required information for the request or booking.
  4. Confirm the action.

The new activity will be added to the guest's Activity summary.

Step 7: Use guest actions

The Actions column provides shortcuts for performing actions related to a specific guest:

  • Send notification (bell icon): Send an individual notification to the selected guest. For more information, see How to create and send hotel notifications.
  • Concierge chat (chat bubble icon): Access the Concierge chat screen directly to communicate with the selected guest. For more information, see How to manage Concierge chat conversations.
  • Get an invitation link (link icon): Generate an invitation link that you can copy and share with the guest to give them access to the guest app.
  • Remove (trash icon): Remove the guest from the guest list.

Next steps

After managing guest information:

  • Review the guest's profile and stay dates to make sure the information is correct.
  • Check the Activity summary to review the guest's requests, bookings, or orders.
  • Use notifications or Concierge chat to communicate directly with the guest.
  • Generate an invitation link when a guest needs access to the guest app.

Need further assistance?

If you have additional questions or require further assistance:

  • Contact us via live chat
  • Send a ticket to our Support team
  • Visit STAY Academy, our training platform