Cvent Passkey User Guide Non-Licensed Hotels Participating in CityWide Events North American Version A user guide for non-licensed hotels that are participating in a Passkey enabled CityWide event. Learn how to log-in, update your hotel profile, access room list data and run reports
Table of Contents Title Page Introduction & Glossary of Terms 3 Access & Login 4 Home Page 5 Hotel Setup 6-15 Profile 6-8 Amenities 9 Credit Cards 9 Reward programs 10 Taxes 11 Admin & New Users 12-13 Defaults 14 Room types 15 Event Search 16 Event Overview 17-18 Event Details 19-21 Reports 22-24 RezHUB 25-32 Reservation Notification 25 Accessing & Reservation Details Options 26-27 Downloading Rooming Lists 27-29 Viewing and Printing Reservations 30-31 Processed Reservations 32 Search for Processed Reservations 33 Contact & Support Details 34 2
Introduction & Glossary of Terms Glossary of Terms: Cvent Passkey is an online group reservation system that allows any hotel to efficiently and effectively manage group business. As a hotel participating in a Citywide event, you will have complimentary access to Cvent Passkey to view inventory pick-up for the event, manage your hotel profile, run reports and most importantly, obtain room list data. Glossary of Terms Attendee website An event specific website created by the Event Organizer using the Passkey Cvent Passkey tool for attendees to book reservations for any hotel participating in the block. Event Open Date The date the housing organizer opens the event in Cvent Passkey to start the reservation process. Cut-off Date An event level date that is the final date the housing organizer will have sole control of the inventory displayed in the Event Home screen. After this date, all hotels will have full access to the Event Home page and can help manage inventory, rates and the booking rules. Cut off date and post cut off processes should be discussedwith the housing organizer. Close Date The date the event closes within Cvent Passkey. Based on business rules for the event, after this date all new reservations, changes and cancellations will be referred directly to the hotels for processing. Please note that hotels can have specific close dates. Reservation Access Date A hotel specific date setting that determines when the hotel will be allowed to access reservation data. Prior to this date hotels can access pick up information through Cvent Passkey. 3
Access Log-in Credentials: & 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 email lanyon.passkeysupport@cvent.com from the property s chain domain address. The email should include: 1. First Name 2. Last Name 3. Hotel name 4. Phone Number 5. Email 6. Requested interface date format Cvent 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 email the request to lanyon.passkeysupport@cvent.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. Email of the employee requiring access 6. Requested interface date format 7. Permissions that are needed Cvent 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 Cvent Passkey, navigate to https://manage.passkey.com. Log in using your username and password. NOTE: You may see a URL for the system as groupmax.passkey.com. Both URLs point to the exact same location and with can be used. 4
Home Log-in: Page The Home screen will be displayed upon accessto Cvent Passkey. The first time you login, no events will be displayed because the default view is to show Recently Viewed events. See page 16 for details on searching for events 5
Accessing Hotel Profile: Hotel Setup Each property is created in Cvent Passkey with an unique hotel profile. The hotel profile contains information about the property that the attendee can see while making their reservation on the Event housing website, default settings for events and user details. To review or amend any profile details, access the profile via the hotel setup area of the system. From the Home screen, hold your mouse over the Setup Manage tab and click Hotel 6
Hotel 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 Cvent Passkey that your property is participating in. Please co-ordinate updates with your Event Organizer. Any updates or changes to this page must be saved before you move away from the tab. *Hotel description will not update current events, changes will only apply to new events that you are added to. 7
Hotel Profile: Logos and Images 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. Add your hotel images to the New Website Images section only. The Hotel Email Settings provide you with the opportunity to specify one or multiple email address that will receive notifications about reservations for your property. The frequency of notifications can be set to send up to three times per day. You will only receive emails at these times if you have reservations for an event that are unprocessed. Note: By logging into Cvent Passkey 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. See page 25 for more information on the notification emails that will be sent to the email addresses entered in this field. 8
Ammenities: The Amenities tab will allow you to display the amenities that your property offers by selecting the item(s) on the Available Amenities field and clicking the central arrow to add/remove the item(s) to the Accepted Amenities list. Hold your control key to select multiple items. Click [Save] to save any updates before moving away from the page. The Credit Cards tab will allow for selection of credit cards that your property accepts. 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: failure to have at least 1 credit card type selected will prevent reservations from being confirmed 9
Rewards Program: The Rewards Program tab will allow you to associate reward programs that your property offers/accepts. Click the [here] link to the right of to add a new rewards program, click here to select your property brand s rewards program. Select your rewards program from the Rewards Name dropdown list. This will enable guest to enter their reward details as part of the booking experience on the Attendee Website. Contact Passkey support if your program is not available. Click [Save] to save any updates before moving away from the page. 10
Taxes: The Taxes tab allows for applicable taxes to be added to the profile. Enter the name and amount of tax along with a description in the Tax Disclaimer Statement field. Check the box if the rate is to be displayed inclusive of the tax amount. Click [Save] to save any updates before moving away from the page. Tax disclaimer statements can be edited at the event level by the event organizer. Changes to the tax disclaimer statement in the set up will not update existing events or existing reservation through Cvent Passkey. By selecting Rates Include Tax each time your hotel is applied to an event the rates entered will be noted as including tax. This information will be provided to the attendee during the online booking experience. Please cautiously use this setting. If a rare case that your rates include tax, it can be enabled at the event level by the organizer. 11
Users: The Users tab will list all users with access to Cvent Passkey at for your property. If you are an administrator of users, you will be able to add new users 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
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 Cvent Passkey Remove Removes the user profile from your property Allow self-password reset Allows user to use the Forgot Your Password? link on the login page 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. This is for the event call center Administrator Providers user the ability to create and manage user profiles Check the box to confirm I agree to these terms and conditions before clicking on [Save] User passwords must be 8 characters and include 1 number All users must update their password every 180 days. 13
Defaults: The Defaults tab is where default information about your property is stored. This information is used when events are created by the organizer and your property is added to participate in the event. This information can also be modified at the event level by the organizer. The majority of these defaults apply to hotels that license Cvent Passkey at 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 should be communicated to your event organizers if you regularly participate in events with the same organizer as these will automatically be applied to all new events that they create and you are participating in. Any updates/changes that are made to the defaults need to be saved before you move away from the page. 14
Rooms Library: 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 Rooms to access this area. To add a new room type, click on the click here 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. 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. Add your room type images to the New Website Images section. Optimal image size is 500px by 375px. 15
Home Page: Eve Searching for Events: 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 16
Home Screen: Page: Event Overview Events that your property are 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 the event (includes ALL hotels participating in the event) Pickup%: Percentage of inventory that has been sold (includes ALL hotels participating in the event) Open: Date the event opens for reservations to be made Cutoff: Final date the event organizer has sole control of the room block(s) and reservations with-in Cvent Passkey. NOTE: For a successful event, it is vital that you work with the Event Organizer before making any changes to your property s room block and/or business rules for an event you are participating in. 17
Home Screen: Page: Event Overview (cont.) 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 and event information for your hotel. From this panel you can view inventory for all your 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 event access date settings). 18
Event Home Screen: 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 Your Hotel Name 19
Event Home: Room Types The event will be displayed in a read-only fashion until the cut off date. Details of all room types, inventory, rates and sub-blocks is available for your convenience. 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. 20
Event Home: Room (cont.) Types Details on a sub-block (different Attendee Types) for a particular room type can be viewed by clicking on the View Sub-Blocks link on the gray bar to the right of the room type name. The link changes to Hide Sub-Blocks when viewing a sub-block. Guaranteed Blocks: For full explanation of the business rules for guaranteed subblocks, please contact and discuss with Event Organizer. 21
Reports: Room Types You will have the ability to run reports in Cvent Passkey. The reports menu can be accessed from the Reports tab along the top of the page or via the Reports icon in the Frequent tasks area of the Event Home. 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 organizer to organizer. Some of the reports listed are only available to Cvent Passkey licensees. The system will notify you if you are not authorized to run a specific report. 22
Reports (cont.) Reports: Room Types 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 s Frequent Tasks Panel, 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]. 23
Reports (cont.) Reports: Room Types 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 print. 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. 24
Reservation Getting Notified: Notification Room Types Once the Reservation Access Date is reached, you will be able to access the event reservation details from Cvent Passkey. When this date is reached, if you have reservations at your property for the specific event, you receive notifications from the Cvent Passkey organizer (see email address and timings set up in your hotel profile on page 8). You will need to login to Cvent Passkey to access and process your reservations through RezHUB. In RezHUB, you will need to run a report or download all reservations and updates then enter them into your own property management system. You may download reservations in an Excel spreadsheet or CSV file for import into your hotel CRS/PMS system. Contact your CRS/PMS vendor for import options. You will receive notification emails and should continue to access RezHUB for any additional new/modified/cancelled reservations until the Event Close date is reached. 25
RezHUB: Accessing Reservations Details & Options Accessing RezHUB: Room Types To access RezHUB, you may click on the links in the Reservation Notification email or log into Cvent Passkey directly 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 may use the icon here to launch RezHUB as well but the reservations displayed will be for all events that you are participating in whereas accessing RezHUB from the event will filter reservations for the selected event only. Your Hotel Name 26
RezHUB: Accessing Reservations Details & Options (cont.) Downloading Your Reservations: Room Types RezHUB will then launch in a new Window (make sure your internet browser allows pop-ups from Cvent Passkey). 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. 27
RezHUB: Downloading Downloading Your Reservations: Rooming Lists Types 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 then 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 (i.e. Staff) 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] NOTE: Best Practice is to use the top selection which will keep track of reservations that you have downloaded and marked as processed. Step 4 Enter a file name, re-enter your Cvent Passkey password and accept the terms and conditions before clicking on [Run] to generate your report Step 5 Cvent Passkey with generate your report and a prompt on your computer will ask you to open or save the file 28
Downloading RezHUB: Your Downloading Reservations: Rooming Types Lists (cont.) Step 6 A message will ask you how you wish to finalize the process. You have three options outlined by the pop-up message. Best practice is to select Yes to mark the reservations you have just downloaded s processed. 29
RezHUB: Viewing and Printing Reservations Viewing Reservation Details (optional): Room Types 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. Important information for entering in your hotel system includes the name of the guest, their attendee type (sub-block type) and payment information. 30
Viewing RezHUB: Reservation Viewing Details (optional): and Printing Room Reservations Types (cont.) 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. 31
RezHUB: Providing Hotel Entering Confirmation Hotel Confirmation Numbers: Numbers Room Types Once the reservations have been keyed into your PMS/CRS, RezHUB must been updated to notify the organizer that the reservations have been processed. You can select to automatically mark the reservations as processed when you download the reservations as stated earlier in this guide by selecting Yes once your download starts. Some organizers may require that your hotel confirmation numbers are returned to them. If this setting has been selected by the event organizer, you will get a warning that you must provide confirmation numbers from your hotel before the reservations can be marked as processed. To provide confirmation numbers back to Passkey, first make the reservations in your hotel system and run a rooming list report in Alpha order. Then in RezHUB click on the Last Name column header to sort the reservations in RezHUB in Alpha order as well. 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. Then click on [Process Reservations] at the top of the screen to add your confirmation number to the record in Passkey and mark the reservation as processed. Once reservations are marked as processed, they will no longer appear by default in RezHUB. 32
RezHUB: Finding Processed Reservations Providing Hotel Confirmation Numbers: Room Types You can use Advance Search to filter and view Processed reservations should you need to confirm what has been completed. Change the Res Delivery Status filter to Successfully Processed and click [Search] 33
Contact Details For questions relating to a specific event, please contact your Event Organizer. For all questions relating to Cvent Passkey functionality and services please use the following contact details: User credentials requests & questions Email: lanyon.passkeysupport@cvent.com (see requirements in Access & Login) Cvent Passkey Functionality Support Email: lanyon.passkeysupport@cvent.com Telephone: See phone numbers listed on the log in page Cvent Passkey Sales (including GroupLink) United States (US) 855.452.7239 United Kingdom (UK) 0808.234.4540 Australia 1800.502.529 South Africa 0800.999.711 Singapore +65 3157 4642 UAE 8000 184 092 34
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