Lanyon Passkey User Guide Non-Licensed Hotels Participating in a City-Wide Event EMEA Version

Transcription

1 Lanyon Passkey User Guide Non-Licensed Hotels Participating in a City-Wide Event EMEA Version A user guide for non-licensed hotels that are participating in a Lanyon Passkey enabled CityWide event. Learn how to log-in, update your hotel setup, complete your inventory request and post reconciliation, access reservation data and much more.

2 TABLE OF CONTENTS Section Page Introduction & Glossary 3 Access & Login 4 Home Page 5-6 Hotel Setup: Profile 7-8 Hotel Setup 9-15 Amenities 9 Credit Cards 9 Reward programs 10 Taxes 11 Users Defaults 14 Room types 15 Inventory Request Process Event Search 23 Event Overview Event Details Reports Reservation Notification 31 RezHUB Accessing & Reservation Details Options Downloading Reservation file Viewing & Printing Reservations 36 Processing Reservations & Adding Confirmation Numbers 37 Processed Reservations 38 Event: Post Event Process Support and Contact Details 43 2

3 Introduction & Glossary GroupMAX ME is an online group reservation system that allows you to efficiently and effectively manage group business. As a hotel participating in a CityWide event, you will have access to GroupMAX ME to view inventory pick-up for the event, run reports and access reservation details for guests staying at your property. Not all topics included in this guide may be relevant to the events that you participate in using GroupMAX ME. Your organiser will communicate which parts you will be involved in when they ask you to participate in their event(s). Glossary of Terms Attendee website An event specific website created to sell your inventory to guest. Citywide Event The designation given to an event within GroupMAX created and managed by a GroupMAX licensee that is not a hotel. Within GroupMAX a Citywide event could relate to a single or multi-property event. Close Date The date the event closes within GroupMAX. After this date and time, all new reservations, changes and cancelations can no longer be processed within GroupMAX and should be referred directly to the hotel. Cut-off Date The event level cut off date is the final date that the event organiser will have sole control of the Event Home inventory page. The following day, the hotel(s) participating in the event are allowed to co-manage inventory and rates for their property in GroupMAX. If you do not wish to leave inventory on sale with the organiser between the Cut-off Date and Close Date it is your responsibility to reduce the current block. Open Date The date that the event organiser would like to open the event for reservations through GroupMAX. Reservation Access Date A date that determines when a hotel participating in an event will have reservation data available for their use. 3

4 Access & Login IF YOU DO NOT ALREADY HAVE A USERNAME AND PASSWORD YOU WILL NEED TO DO ONE OF THE FOLLOWING If there is not an active Administrator already designated on the hotel account and a hotel employee is in need of general access, the Hotel User will need to passkeysupport@lanyon.com from the property s chain domain address. The should include: 1. First Name 2. Last Name 3. Hotel name 4. Phone Number Requested interface date format Lanyon will create the new account, send instructions to the user and advise the requestor when complete If there is not an active Administrator already designated on the hotel account and the hotel employee requires Admin level permissions or credit card access, a representative from Hotel Management (i.e. General Manager, Dir. of Sales, Dir. of Reservations etc.) must the request to passkeysupport@lanyon.com with the following: 1. First Name of the employee requiring access 2. Last Name of the employee requiring access 3. Hotel name 4. Phone Number 5. of the employee requiring access 6. Requested interface date format 7. Permissions that are needed Lanyon support will need to verify the authorization prior to arranging for these permissions. Once created, the user will be sent instructions and the requestor advised. Login To log into GroupMAX, navigate to Log in using your username and password. 4

5 Homepage The Home screen will be displayed when you login to GroupMAX ME. The first time you login, no events will be displayed because the default view shows your Recently Viewed events 5

6 Home Access Hotel Profile Each property is created on GroupMAX with it s own profile. The hotel profile contains information about your property, default settings for events and user details. To review or amend any details can easily access your hotel profile in the Manage area of GroupMAX. From the Home screen, hold your mouse over Manage and click on Hotel Setup. 6

7 Hotel Setup - Profile You will be taken into the hotel setup and the main Profile page will be displayed by default. Changes to the details on this page will apply to events* in GroupMAX that your property is participating in. Please co-ordinate updates with your organisers. Any updates or changes to this page must be saved before you move away from the section. *Hotel description will not update current events, changes will only apply to new events that you are added to. 7

8 Hotel Setup - Profile Logos and Pictures can be updated by clicking on the Add Image link or hovering over the image to delete or reorder them. These will update instantly on your property details on the Attendee Website for events you are participating in. The Hotel Settings provide you with the opportunity to specify one or multiple address that you wish to receive notifications about reservations for your property to. The frequency of notifications can be set for up to three times per day. You will only receive s at these times if you have reservations for an event that are unprocessed. Note: By logging into GroupMAX you will be able to see the pick-up for each event at your property at any time and you will be able to access full reservation details from a reservation access date set for the event. We will highlight where you can find this information later in this guide. Note: You MUST have at least one address in the Reservation Contact field to receive Reservation Notifications when the Reservations Access Date is reached 8

9 Hotel Setup Amenities & Credit Cards The Amenities tab will allow you to display the amenities that your property offers on the Attendee Website by selecting the item(s) in the Available Amenities field and clicking the central arrow to add/remove the item(s) to the Accepted Amenities list. Click [Save] to save any updates before moving away from the page. The Credit cards tab will allow you to select the credit cards that your property accepts for guests to guarantee their reservations. Check the field next to of all credit card types that you accept and click [Save] to save any changes before moving away from the page. NOTE: You MUST have at least one Credit Card selected or Attendees will not be able to confirm reservations via the reservation booking website. 9

10 Hotel Setup Reward Program The Rewards Program tab will allow you to associate reward programs that your property offers/accepts* by selecting the item(s) on the Available Programs field and clicking the central arrow to add/remove the item(s) to the Accepted Programs list. This will enable guest to enter their reward details as part of the booking experience on the Attendee Website. Click [Save] to save any updates before moving away from the page. *Properties enabled for GroupLink will only be able to enable their own rewards program. 10

11 Hotel Setup - Tax The Taxes tab enables you to add all applicable taxes that you charge and need to be applied to reservations. Enter the name and amount of tax along with a description in the Tax Disclaimer Statement field. Check the Rates Include Tax box if the rate is to be displayed to the guest during the booking experience inclusive of the tax amount. Taxes that are designated as inclusive of tax will not be added to the room rates and are for display purposes only. Click [Save] to save any updates before moving away from the page. Changes to the tax disclaimer statement in the set up will not update existing events that your property is participating in. Tax disclaimer statements can be edited at the event level. 11

12 Hotel Setup - Users The Users tab will list all users with access to GroupMAX at for your property. If you are an administrator users, you will be able to [Add New User] and mange existing user accounts. To update and manage a user profile, click on the Username displayed. To create a new user click on [Add New User], complete the information fields and create a username and temporary password for the user. We would recommend the format FirstnameLastname for the username. Select the user type as Hotel and the Reporting level to Basic Reporting User, confirm that you agree to the terms and click [Save] 12

13 Hotel Setup Users The user profile will be created and the page will redisplay enabling you to apply additional settings and preference for the user. In the Select User Status area select settings that you wish to apply to the users. Inactive Disables the profile and prevents the user from logging into GroupMAX Remove Removes the user profile from your property Allow self-password reset Allows user to use the Forgot you Password?. Show credit card numbers Allows user to view credit card numbers associated to reservations Use Last name First name format for Call Centre Reservations Not applicable Administrator Providers user the ability to create and manage user profiles Properties outside North American can selected the users preferred time zone and date format. Check the box to confirm I agree to these terms and conditions before clicking on [Save] 13

14 Hotel Setup - Defaults The Defaults tab is where default information about your property is stored. This information is used when events are created by the organiser and your property is added to participate in the event. This information can also be modified at the event level by the organiser. The majority of these defaults apply to hotels that license GroupMAX for their property for their own events. There are only two settings you need to be aware of on this page and these are the Cancellation Policy and the Children Settings Changes to your Cancellation and Children Policies need to be communicated to your event organisers if you regularly participate in events with the same organiser as these will automatically be applied to all new events that they create that you are included in. Any updates/changes that are made to the defaults need to be saved before you move away from the page. 14

15 Hotel Setup Room Types You can create and update the Room types in a system library that you wish to offer for sale in any event that you participate in. In the hotel setup area of the system select Libraries and then Room Types to access this area. To add a new room type, click on the link and a blank room page will be displayed. Complete the fields (Room Name, Room Description, Maximum No. of Guests, Guest Fees) with the appropriate information. These setting will be the rooms defaults that will be applied when it is added to an event. When entering Guest Fees, enter the amount per additional guest and not the room total. Please disregard the (USD) label for this field and enter all amounts in your local currency. Up to ten images per room type can be added and they will display on the attendee website for the guest to view while they are selecting their room. Optimal image size is 500px by 375px. 15

16 Event Details Inventory Request Your organiser may request inventory for an event they have added to GroupMAX ME via the systems Inventory Request tool. If you are sent an request inventory you will receive an notification asking you to login and provide the inventory for the specific event. In addition to this, an Alert will show when you log into GroupMAX. Click on the Pending Initial Request(s) Received to view the event(s) that require action. When the pop-up appears, select the event you wish to provide inventory for. You will then be taken to the Event Home screen and your property will be listed. Click on your property name to view the request and provide inventory for the event. 16

17 Event Detail Inventory Request On the Event Home screen, event and request information will be display. If no specific rooms have been added to the request you will first need to click Add Rooms to select rooms from your profile library that you wish to add to the event. Select the room types from the list displayed that you wish to offer for the event by checking the corresponding box and clicking on [Add]. Upsell Room is an internal indicator that enables you to indicate if the room is being offered as an upsell. When the room is added to the event, you can enter the incremental value for the room and track the revenue generated. 17

18 Event Details Inventory request You will be returned to the inventory request on the Event Home screen. The room types will then be displayed. Enter the single occupancy nightly rate for each night you wish to provide inventory for in the Nightly Rate, the amount can vary per night. Next enter the current block (inventory offered) for each night in the Current block row and [Save] the updates. 18

19 Event Details Inventory request To check or amend the number of guest per room, additional guest fees and/or upsell premium for the room click on the [Room Settings] tab. The room details will be displayed and you can make any event specific changed. Click on [Submit Inventory request] when you have completed your inventory. This will submit the details you have entered and notify the organiser. NOTE: If you wish to set a different minimum night stay please contact the organiser. Update the minimum nights stay, additional guest fees and/or Upsell premium and click [Save]. Once all room types have been updated click on [Submit Inventory request] 19

20 Event Details Inventory Request After submitting your inventory, the Event Home screen will be redisplayed to you in a read only view. If you need to make any changes to the inventory submitted, please contact the event organiser. Note: Contact details for the organiser can be found on Details > Affiliates or Details > Contacts 20

21 Event Details Confirming Inventory After reviewing the inventory, the event organiser will request that you confirm the inventory that you have provided for an event. When they request confirmation, you will receive an notification asking you to login and confirm the inventory. In addition to this an Alert will show when you log into GroupMAX. Click on the Please finalize your hotel inventory to view the event(s) that require action. When the pop-up appears, select the event you wish to update. 21

22 Event Details Confirming Inventory You will be taken into the event and after clicking on your property name, the event inventory will be displayed in a read only view (if any amendments are required please contact your event organiser). Review the inventory and when you are ready to confirm it, click on the [Confirm and send to event organiser] button at the bottom of the screen. When the Open Date for the event is reached, your inventory will be on sale for the event. 22

23 Event Search To display a list of events that your property has been added to, you can use the quick filter that drops down from the All Events list to display a group of events. If you need to search for a specific event, this can be done using the event name in the search field. Any events that match the search will display as you type. An advanced search can be performed by clicking on the double arrow next to the search field to display. This will display an advanced search panel 23

24 Home page Event Overview Events that your property is linked to will be displayed with some basic details and information: Name: The event name Starts: The first day of inventory for the event Peak: Peak night inventory for all hotels participating in the event Pickup%: Percentage of inventory that has been sold for all hotels participating in the event. Open: Date the event opens for reservations to be made Cutoff: Date when inventory is released back to you 24

25 Home page Event Overview An overview of the event can be viewed from the Home page. To display the overview, click on the arrow to the left of the event name. A panel will drop down displaying high level inventory for your hotel and event information. From this panel you can view your inventory for all rooms or by specific room type, view the website to see how your property is being represented and check that the details and images are up to date and run basic reports (subject to access date settings). 25

26 Event Details From the Home page, click on the event name to display a specific event. You will be taken to the Event Home and your property name will be displayed in the Hotel List. Click on your hotel name to display further details. 26

27 Event Details The event will be displayed (view only until cutoff date) and you will be able to see all room types with the inventory and rate information. A summary of All Rooms that you have provided inventory for is displayed under the green bar at the top of the screen and each individual room type is displayed under the grey headers down the page. The dates are displayed with the nightly rates, current block and pickup, also detailing what is still available. 27

28 Reports You will have the ability to run reports in GroupMAX ME. The reports menu can be accessed from the Reports tab along the top of the page. Report data and availability will vary dependant on different setup criteria and system access levels. For example: You will be able to run pick-up reports for your own property only, unless the organisation that you are working with has allowed access to view all properties on their events. Delegate booking data will be available after the reservation access date. This date can vary from event to event or organiser to organiser. Some of the reports listed are only available to GroupMAX licensees. The system will notify you if you are not authorised to run a specific report. 28

29 Reports If you have accessed the Reports tab from the Home page, first select the report that you wish to run. An event will not be associated to the report and you will need to search for the event using the Event Name. If you have accessed the Reports tab from the event, the event will already be associated to the report. Enter the Event Name in the search field and click on [Find] Select the event from the list that you wish to run the report for. The report parameters will then be displayed. Update any parameters as desired and click on [Generate Report]. 29

30 Reports The report will then run and be displayed to you. From the blue tool bar, the report can be exported into Microsoft Word, Microsoft Excel, a PDF document or printed. A report that may be of interest to you is the Block and Pick-up report (displayed above). This report will show you inventory information but also details the arrivals and departures by day. 30

31 Reservations Once the Reservation Access date is reached, you will be able to access the event reservation details from GroupMAX. When this date is reached, if you have reservations at your property for the specific event, you receive notifications from the GroupMAX Organiser ( address and timings set up in your hotel profile on page 8) that may look similar to the below: You will need to login to GroupMAX to access and process your reservations through RezHUB. In RezHUB, you will need to run a report or download all reservations and updates and enter them into your own property management system. You will receive additional Reservations Notifications and should continue to access RezHUB for any additional new/modified/cancelled reservations until the Event Close date is reached. 31

32 Reservations To access RezHUB, log into GroupMAX and go into an event. From the event, click on the RezHUB Delivery icon in the Frequent Tasks area. Note: There is a RezHUB icon on the Home page, you can use the icon here to launch RezHUB as well but the reservations displayed will be for all events that you are participating in whereas running from the event will add a filter for just reservations for the selected event. 32

33 RezHUB RezHUB will then launch in a new Window (make sure your internet browser allows pop-ups from GroupMAX). All Unprocessed Reservations will be listed. The search fields in the Advanced Search area allow you to filter your view in various ways and view details/run reports based on these searchers. The Res Stat column will indicate the status of the reservation; if it is new, a modification or a cancellation. The simplest way to access your reservations is to download a report. To do this click on [Roomlist/Report Download] and the follow pop up will appear. 33

34 RezHUB - Download Step 1 You can choose to download a rooming list for all events (past their reservation access date) or for a specific events. If you choose the Selected Events option, you must the check the box next to the event name(s) you wish to download the rooming list for. Click [Next] after making your selection Step 2 You can choose to download a rooming list for all Attendee types or select a specific attendee type from the drop-down list. Select the format you would like the data downloaded into and click [Next] Step 3 Select a filter for your reservations using the information on the screen to help you chose the option to suit your needs and then click [Next] Step 4 Enter a file name, re-enter your GroupMAX password and accept the terms and conditions before clicking on [Run] to generate your report Step 5 GroupMAX with generate your report and a prompt on your computer will ask you to open or save the file 34

35 RezHUB - Download Step 6 A message will ask you how you wish to finalise the process. options outlined by the pop-up message You have three 35

36 RezHUB Reservation details can also be viewed on the screen or printed in a report. Select the reservations you wish to see the details for by checking the box on the left hand side of the page, next to the reservation details. After selecting the reservations you wish to view, click on either View Details or Print Report. The reservation details will then be displayed allowing you to key this into your own system. 36

37 RezHUB When viewing a modified reservation the data/information will be current and what the guest requires but a Change Log is displayed to help you identify the modification. Cancelled reservations will be clearly identified. 37

38 RezHUB Once the reservations have been keyed into your PMS/CRS, RezHUB must been updated to notify the organiser that the reservations have been processed. Some Organisers may require that your confirmation numbers are returned to them. To do this, in RezHUB enter the Hotel Confirmation number in the field provided for each reservation, this in turn will check the box/select the reservation on the left hand=side of the screen. You can then click on Process Reservations at the top of the screen to add your confirmation number and mark the reservation as processed. You can change the filter to view Successfully Processed reservations 38

39 Event Post Event Reconciliation Post Event Reconciliation allows you to review reservations in commission or fee based events, edit the total spend per reservation, number of room nights and note the reason for the change in the commissionable amount. Post Event Reconciliation is available for each event, if the organiser is utilising this feature following the last date that you have provided inventory for the event. If this is being used, you will receive an notification the day after the last date of inventory for the specific event. The notification will advise you that the feature is available and the report is ready for completion. The From Name will be the name of the event as it is listed in GroupMAX The Subject line will be: Pending Post Event Reconciliation for (Event Name) A reminder will also be sent if the Post Event Reconciliation has not been completed within 14 days from the last date of inventory. Click on the link in the to directly access the Post Event Reconciliation screen. You may also access the page by logging into GroupMAX. Log in to: The Event Home screen will display an Alert indicating the number of events in Reconciliation status. Click on the Alert and select the event. 39

40 Event Post Event Reconciliation You will be taken to the Post Event tab with in the event and the Reservation Details will be displayed for all confirmed guest reservations for the specific event at your property. If any reservations need updating with new total amounts or nights, click into the field and enter the new information. Reservation Details: The following information is displayed for each reservation: Passkey Acknowledgement number Hotel Confirmation number (if supplied) First Name (of the Primary guest) Last Name (of the Primary guest) Company Original Amount This is the original total room reservation amount. It is inclusive of additional person fees and taxes (if included in the rate) New Amount An editable field to enter any differences in the room totals based on the hotel system. Room Type Attendee Type Attendee Arrival Date Attendee Departure Date Nights - An Editable field to record the actual number of nights stayed. 40

41 Event Post Event Reconciliation The default sort order is based on the Last Name column. The column headers are all sortable. Filters are available by clicking on the Search tab below Reservation Details. If any reservations require updating with new total amounts or nights, click into the field and enter the new information. The new information will be high-lighted with red text. As a field is updated, a Reason field will be displayed. This is a mandatory field and a reason for the change must be recorded. Note Reservations may be listed on more than one page When all reservations have been updated, click [Save] and when you are ready to submit this information to the organiser click [Confirm & Send]. This will notify the organiser that you have completed your post event report. Once this the report and been confirmed and sent, the page will be in Read Only mode. Helpful Hint If changes need to be made after the Confirm & Send button has been clicked, contact the Event Organiser to make the changes or to have the page re-enabled for edits

42 Event Post Event Reconciliation When the report has been submitted, the details of when and who signed off the report will be displayed on the page: To view a summary of all commission details for this event, click [Show Commission Details]. 42

43 Contact Details For questions relating to a specific event, please contact your Event Organizer. For all questions relating to Lanyon Passkey functionality and services please use the following contact details: User credentials requests & questions passkeysupport@lanyon.com (see requirements in Access & Login) Lanyon Passkey Functionality Support passkeysupport@lanyon.com Telephone: - United Kingdom: +44 (0) Singapore: Australia: China (North): China (South): France: +33 (1) Germany: +49 (0) Hong Kong: Lanyon Passkey Sales (including GroupLink) Telephone: - United Kingdom: Singapore: Australia: