Skip to content
English
  • There are no suggestions because the search field is empty.

How to manage orders for a room service (PRO)

Overview

The PRO ordering system for room service allows you to manage guest orders in real time, ensuring accurate delivery to their rooms and improving service efficiency.

This article explains how to view, manage, and cancel orders step by step, as well as how to extract the order list and print tickets for kitchen use.

Before getting started

Before managing orders, make sure you:

  • Have configured your room service in the CMS under Content > Services > Room service.
  • Have activated the PRO ordering system in one of its two versions (instant delivery or scheduled delivery).
  • Have defined the ordering schedule and linked a menu to each interval.
  • Have placed QR codes in guest rooms to allow guests to access the ordering service.

Step-by-step guide

Step 1: Access the orders screen

  1. Go to PRO in the CMS.
  2. Use the drop-down menu in the top-left corner to select your room service.
  3. The orders will appear in four columns, grouped by status:
    • New orders: Just placed, awaiting processing.
    • In progress: Being prepared.
    • Ready to serve: Ready for delivery.
    • Served: Delivered to the guest.

If Scheduled delivery is enabled, orders are sorted by delivery time. Otherwise, they are sorted by the time the order was placed.

The screen updates automatically every 2 minutes to show real-time status. You can also use the Refresh button (circular arrow icon) to update it manually at any time.

How to manage orders for a room service 01EN

Step 2: Check order details

  1. Click on any order to open the order details window.
  2. You will see:
    • Guest details (name and room number)
    • Order time or scheduled delivery time
    • Ordered products and quantities
    • Special requests or comments
    • Payment method
    • Total price

You can also print the order for kitchen handling:

  • Click Print in the order details panel.
  • Select a ticket size (e.g., A4, A5, A6, A7).
  • The selected size will be saved for future prints.

How to manage orders for a room service 02EN

Step 3: Update order status

There are two ways to update an order’s status:

Option A: From the order details window

  • Use the status buttons to change the stage (New → In progress → Ready → Served).
  • Click Save changes.

How to manage orders for a room service 03EN

Option B: From the columns view

  • Drag and drop the order between columns.

When an order is moved to In progress, the order details panel stays open. As it moves forward, the panel minimizes automatically.

Step 4: Cancel an order (if needed)

Only staff members can cancel an order. Guests cannot cancel orders.

You can cancel orders in the following statuses:

  • New
  • In progress

You cannot cancel orders in these statuses:

  • Ready to serve
  • Served

When an order is cancelled:

  • It disappears from the Kitchen view (columns view).
  • It remains visible in the List view as Cancelled.
  • If it was a scheduled order, the associated quota is released, allowing new orders for that time.

To cancel:

  1. Open the order details.
  2. Click Cancel.
  3. Confirm the action.

Step 5: View all orders (list view)

Click the list icon at the top to switch to list view. This view shows:

  • All orders placed on the current day.
  • Their status, time, total amount, and other details.

You cannot modify orders in this view — it's for review purposes only.

How to manage orders for a room service 04EN

Step 6: Search for a specific order

  1. In List view, use the search bar at the top.
  2. Enter a guest name, room number, or delivery location.
  3. Results will filter automatically.

Step 7: Export orders

To download a list of orders:

  1. In List view, click the export icon (top right, down arrow icon).
  2. Select a date range.
  3. Choose the file format (PDF or XLSX).
  4. Choose between All orders or Non-cancelled.
  5. Click Download file.

The file will include all orders for the selected dates.

How to manage orders for a room service 05EN

Step 8: View order history

To check past orders:

  1. Use the calendar at the top to select a past date.
  2. The screen will show orders placed on that day (Columns or List view).

Next steps

Once you're familiar with managing orders:

  • Train your staff on how to update statuses and print tickets.
  • Review demand trends using List view and data exports to improve operations.
  • Use Insights to analyze service performance, revenue, and guest behavior.
  • Regularly check the scheduled quota and order restrictions to prevent bottlenecks.

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.