Guest Communications

The ability to send email or text messages to your guests for exists within Skyware in multiple locations. For example, at times you may wish to send a text message immediately to multiple guests using the Batch Texting command. This options allow you to send a text to guests currently in-house, guests that will be in-house on a particular day, or guests expected to arrive on a particular day. You can also Batch Print or Email documents for selected Stays. You might also wish to have a custom re-usable text if you allow a soft check-in. The Property Definitions screen (Other tab) allows you to select one of your custom text messages for the soft check-in option, or you may use the Web/Email tab to select specific custom check-in or check-out emails. Many options exist. Finally, the Guest Communications screen allows you to send custom, previously generated emails or texts at specified times on specific days before or after either guest arrival or departure, and at stay confirmation or check-out. Once set up on this screen, the email or text will be sent out to the appropriate guests at the appropriate time automatically until you change the parameters, meaning that you do not need to continually choose to send a message, Skyware will do it for you. The guest communications screen may be used without limit, enabling you to use it to schedule and send as many email or texts as you wish to your guests. Please be aware, these messages are independent and separate to any other messaging options within Skyware (thus if you send a message using the guest communications screen it will be sent regardless of if you have the same message set up to be sent from elsewhere within the system. Both will be sent, not one or the other).

Note: The Guest Communications screen should be used in parallel with the Batch Texting screen. The batch texting option is intended for immediate use (such as a tornado warning), and guest communications is for scheduled texting (for example a general message regarding check in).

Note: The Texting Custom Messages (Stay) command allow you to generate and save the custom messages that will then be available for use with your guest communications, batch texting and soft check-in options. Generating custom messages allows you to re-use the message as often as you wish. For example you may have a thunderstorm/tornado alert that can be sent out quickly whenever necessary to all your guests. Once saved via the Texting Custom Messages (Stay) screen, the message will be added to those available for use in any of the text messaging options.

 

 

 

Click the icon menu option on the left or the breadcrumb link on the right for the Full menu.

Full Menu Icon OR Full Menu option when viewed using the modern light look of Skyware

This will display the Full menu in a tabular form, with four sections, Registration, Status, Cashier and Other.

Full Menu Table OR Full Menu popup version seen in Modern Light look of Skyware

Select Other => from the Other section. This will display the Other Front Desk Tasks Menu. The Other Front Desk Tasks menu has 4 sections, Other List 1, Documents, Other List 2 and Web.

Other Front Desk Tasks Menu OR Other Front Desk Tasks Menu in the NEW look for Skyware

Select Managers Screen => from the Other List 2 section. This will display the Managers Commands screen. The Managers Commands screen has two sections, Managers Configuration and Managers Configuration.

Manager's Commands Menu OR Managers commands menu in the NEW look for Skyware

Select Configuration => from the Managers Configuration section to be taken to the Property and System Configuration screen. The list of property configuration options are divided into four sections, which are Required Configuration, Optional Configuration, Locales/Dates and Sub-Systems.

Property and System Configuraion Menu OR Property and System Configuration Menu in the NEW look for Skyware

Select Guest Communications from the Required Configuration section.

Required Configuration section of the Property and Systems Configuration menu with Guest Communications command selected

 

OR: Select Managers Screen from the Quick Menu on the left side of the screen, then select Configuration > Guest Communications.

Quick Menu with Manager's Screen option selected OR Quick Menu with Manager's Screen option selected, NEW look

Alternately, you may also be able to select Configuration => directly from the Quick Menu, if the menu has been set up to include the Configuration option.

 

When selected, the Guest Communications screen will open.

Guest Communications screen example

The Guest Communications screen display is split into two frames, with the left side of the screen listing the email or text messages already set up for automatic transmission, with the name or description of the text message and the timing for the message to be sent; and the right side containing the fields you need to complete in order to add or edit an automatic email or text message for the property.

Guest Communication screen, right side detail for editing purposes

Description: The description of the message, or the name given to the message to be sent out. This field is for property use only and will NOT be seen by the guest receiving the message. The description may be up to 50 characters long. (If using text messaging, this does NOT need to be the same name as given to the message in the Texting Custom Messages (Stay) screen).

This field is required.

Type: This is a drop-down option of all available message types. Currently, email or text messages are able to be sent using this screen. By default, Email is selected.

This field is required.

Note: If the Type option "Text" is selected, an additional field, the "Time to Send" field, will appear on the screen.

Guest Communication screen example with Type option Text selected, showing additional Time to Send field

When: This is a drop-down option of when the selected message will be sent.

Guest Communications screen example, right side for detail with "When" field drop-down extended

Choose from Arrival, at Time of Booking, at Time of Checkout, Departure or Night Audit. By default, Arrival is selected.

Note: Arrival and Departure options refer to arrival or departure day, and allow you to specify the day and the time (Days (+/-) and Time to send) the message is sent (default options for these fields meaning the message will be sent during the night audit of those days, see below).

The "at Time of" options are FIXED TIME POINT- selecting either at Time of Booking, or at Time of Checkout will REMOVE the time options from the screen (Days (+/-) and Time to send), instead the message will be sent immediately on receiving the booking confirmation, or on the guest checking out.

Guest Communications screen example with "at Time of Booking" option selected for WHEN the message will be sent, showing that the Days +/- option has been removed

This field is required.

Days (+/-): Days after or prior to. This field allows you to choose to send the message a number of days after or before the option selected for "When". Enter a number to represent the number of days desired. By default it is set as 0, meaning the message will be sent ON the option selected (arrival or departure day).

All Dates: This check box may be checked or unchecked. By default, it is checked. Unchecking the box will cause additional fields to appear, for Start and End Date selection. Use the fields to specify the time period when the message may be sent (for example, you may wish to send a message to upcoming guests regarding seasonal activities at your property, which would only be appropriate at certain time(s) of the year).

Guest Communications screen example, right side detail with "All Dates" option unchecked, showing new fields for start and end dates

Start Date: Select the Start Date by clicking within the field to open the calendar. Clicking on a date in the calendar will automatically close the calendar and enter the selected date in the field.

End Date: Select the End Date by clicking within the field to open the calendar. Clicking on a date in the calendar will automatically close the calendar and enter the selected date in the field.

Time to send: (This field is only available for use with Text messages. The Type option "Text" must be selected for this field to appear on screen). This is a drop-down option listing times of the day, separated by hour, from 5 am-5 pm. Select one. The message will be sent at the time selected. By default, no option (blank) is selected. Using this option would mean the text is sent at the time of the Night Audit.

Document to send: This is a drop-down option of all available messages that may be sent. Select one.

For Email: The available messages are shown in the order which they appear in on the Stay Documents & BEO's screen. If you do not see the message you wish to send here, you may create it using the Document Editor. See How To Create or Customize Your Documents for further details.

For Text: The available messages are shown in the order which they appear in on the Texting Custom Messages (Stay) screen. If you do not see the message you wish to send listed here, you may create it using the Texting Custom Messages (Stay) screen.

This field is required.

Note: A message MUST be selected to use the Guest Communications screen to send messages, meaning that to send a text there must be at least one message previously generated and saved using the Texting Custom Messages (Stay) screen before the Guest Communications screen function is useable for sending texts. For email, Skyware Systems provides you with several default documents at install so at minimum these will be available, but be advised that these are generic versions that can then be customized by you, or you can create your own.

Rate Plan: You may select a Rate Plan for this message to be associated with. Select the appropriate rate plan from the drop-down list of those available, or leave blank to use the generated message with all rate plans. By default the field is blank. If a rate plan has been selected, the message will only be sent to guests with reservations using the specified rate plan.

 

When you are finished adding or editing a guest communication, click the Save Save button button to save the changes. The message will now appear on the left side of the Guest Communications screen, and will be sent on the selected day at the selected time to any guest matching the criteria, automatically.

To view any changes made, click the Activity log Activity Log button button in the local tool bar.

 

Date Updated November 20, 2024