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INTRODUCTION
 
Requirements to read the manual: We reccomend you to read “First Steps in ACRUX" to understand and use the application.
 
  
With this guide you will learn how to use the functions of the FRONT DESK module.
Among others, you can:
 
 
 
 
User roles: In order to enter and update data of this module, the user must have at least one of these roles assigned: PropertyAdministrator, Receptionist.
 
The roles that can see this module but can't edit it are the following: Booking Manager, Financial, FBManager, AccountExecutive, Manager, Conventions y Trainee.


 

FRONT DESK
 
To enter this module you must go to the Side Menu and click “Front Desk”.
It splits into:
 
On the System's Quick Access you can enter more directly to “Room Status” and “Booking Planning”.
In order to do so, you must go to the Upper Menu and click WINDOW > QUICK ACCESS MAIN.
When the Quick Access screen appears, do the following:
 
1. Click “Room Status” to enter the “Room Status” function.
2. Click “Booking Planning” to enter the “Planning” function.
 
Notes: In order to use this module you must have previously completed the System Configuration.
 
 
ROOM STATUS
 
FRONT DESK > ROOM STATUS
 
This function shows the room status for today.
 
When you enter, you will see that the screen is split into several squares.
This is the way to interpret the screen:
  • The first column shows the floor number and its corresponding rooms.
  • Every square represents a room and its status (Clean, dirty, out of order, assigned, occupied, departure expected, etc.). You will find a table with the definition of each of these status in a table called Appendix I , at the bottom of this document.
  • The color of each room is the one that was assigned in SYSTEM CONFIGURATION > ROOMS > ROOM TYPE to each room type. E.g.: double rooms assigned in pink.
  • The number that appears on the top right part of each square is the room number.
 
1. Double click on an occupied room. It will open a window with more detailed information about the booking, main guest and arrival/departure dates.
2. In “Wake Up Call Service” enter the hour when the passenger wishes to be woken up.
3. Click “Save” (Ctrl.+S) and then “Close”.
 
Notes: You can only enter those rooms which have an Occupied status.
 
 


PLANNING

FRONT DESK > PLANNING
 
 
The Planning allows you to be aware of the rooms status in a date or a date range, anytime.
 
The Planning divides like this:
  • The upper margin of the grid contains month, date and the days of the week.
  • The left margin of the grid contains the hotel rooms, along with their number and type.
  • Just below the grid, divided by a line, you can see the section of the bookings without rooms assigned.
  • In the left menu you can see the register of the guests that arrive or leave today.
  • Over the grid and the left menu, you can see the date and the amount of days in which we want to display the grid. The “Room Type” options allows you to filter in the grid and display only the room type chosen.
 
 
In the picture shown above we can see the different room types and the explanations of each of the booking colors.
If you right click on the grid, you will be able to choose 3 different types of views of the grid: Minimum, normal or Detailed. You can also do this by clicking View > Detail View.
 
If you click View, you can also choose to display in the screen a whole week, 2 weeks, or two weeks from today and a week back. You can also display the screen in full size (clicking on the "Full Size" option or pressing the F11 key), and decide if you want to show the cancellations, checked out bookings and No Show bookings, or not.
 
To book over the Planning, you have to click on the grid. If the booking was made locally, it will say PMS (you have to click View > Detailed in order to see it)
It the booking was made through a distribution channel (like Magellan), it will say TS. The block that represents the date and the room turns dark green once you click on it. Drag the block to the right, without releasing, to extend the number of days of the booking. Once you did this, this window will appear:
 
 
 
 
 
 
This window simplifies the process of "painting" a booking on the grid. You can enter the amount of lodging nights more comfortably by choosing the arrival and the departure date. Then, you must fill in the guest information:
 
  • Title of the guest (Mr., Mrs., etc.)
  • Number of adults
  • Number of children
  • Check the crib if it is allowed in the room
  • Last Name of the guest
  • Name of the guest 
  • Initial of the middle name of the guest
  • Phone 
  • E-mail
  • Indicate if the booking is Day Use (the guest doesn't spend the night at the hotel), House Use (exclusive use of the hotel staff), or Walk In (the guest lodges without a previous booking)
  • If a booking was made in behalf of a travel agency, choose “Agency” and select one. If a booking was made in behalf of a company, choose “Company” and select one.
  • You can enter notes or observations which you consider important to take into account during the guest's stay.
 
Notes: If you click the icon of the room numberthe booking will turn into a booking without room assigned.
 
 
 
Click on “Book” to book with the data loaded on the screen. ONLY WITH RAC1 RATE.
 
In case you need more information about the guest and payment methods, (ONLY WITH RAC1 RATE) click “Booking Wizard”. For more information about its use, please read BOOKINGS.
 
If you click on “Availability”, you can book a room with more rate levels, book several rooms in behalf of one guest, etc. For more information about its use, please read BOOKINGS.
 
To Check In, double click on the booking you want (located on the left menu) or click over the booking on the grid.
 
If you are viewing the grid and you click on a new booking, the next panel will open: 
 

 

 
 
 
ROOM ASSIGNMENT
 
From this funtion, the receptionist can check the expected arrivals for any date and assign the corresponding rooms.
 
FRONT DESK > ROOM ASSIGNMENT
 
The correct distribution of bookings for available hotel rooms is essential for sales. The application gives you the chance to assign rooms easily according to the bookings made.
 
 
How to search for a booking
 
 
When you enter, you will find that the screen splits into two:
  • At the top, you will see the search parameters that allows you to search for registers.
  • At the bottom, you will see the search results.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options:
  1. In “Arrival Date” indicate in “From” and “To” the date limits to find the bookings.
  2. Enter the booking number.
  3. Choose the room type.
3. Check “Search Exactly” if the information to search has to apply to all the requirements selected.
4. Click “Search”. The application will unfold a list of bookings that matches the information you entered on the search screen.
 
 
How to modify the room assignment
 
 
1. Click on a register and then on  (Ctrl. + O) It will open the Room Assignment editing screen. You can also double click on the register to open it.
2. In “Assignment” choose the room number to assign the booking.
3. In “Arrival and Departures Control” you will view the information of arrival date, nights and departure date.
4. Click “Save” (Ctrl.+S) and then “Close”.
 
Notes: The confirmation of the room that is under a booking is made during the Check In process. The room assignment can be edited.
The data loaded on this screen can be seen on FRONT DESK > PLANNING.
 
 
 
 
CHECK IN
 
 
FRONT DESK > CHECK IN
 
How to search for a booking
 
When you enter, you will find that the screen splits into two:
  • At the top, you will see the search parameters that allows you to search for registers.
  • At the bottom, you will see the search results.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options: 
  1. In “Arrival Date” indicate in “From” and “To” the date limits to find the bookings.
  2. Enter the last name of the guest.
  3. Enter the booking number.
3. Check “Search Exactly” if the information to search has to apply to all the requirements selected.
4. Click “Search”. The application will unfold a list of bookings that matches the information you entered on the search screen.
 
 
How to make a Check In of a booking
 
Notes: To speed up the Check In process you can enter just the compulsory guest information: Last Name and Name. The remaining information can be completed later on GUESTS\CLIENTS > GUEST PROFILE.
 
 
1. Click on a register and then on   (Ctrl. + O) It will open the Check In editing screen. You can also double click on the register to open it.
 
Notes: You cannot perform a Check In if the exchange rates are not loaded.
 
2. On the first screen, you will see the following:
  • The booking information can be found at the top.
  • “Room Assignment” will show you the information corresponding to the room that was assigned to the guest. In case the booking has no room assigned, you can select it here by clicking on “Room” to choose the room number. To the right, in “Front Desk” and “Housekeeping”, you will see the status of the room. If you assign a room which already had an assignation, the last booking will take over, while the other one will no longer have an assignation number.
  • Enter the arrival date and Check In time in “Check In”.
  • Enter the kind of guest in “Guest Type”. E.g.: VIP.
  • Enter the country, state and city of origin of the guest in “Origin”.
  • Enter the country, state and city of destination of the guest in “Destination”.
  • Click “Next”.

 

3. On the second screen, you will see the following:
  1. “Guarantee Policy” - the hotel's guarantee policy will appear. If the booking is guaranteed, it will show all the data regarding payment methods and credit cards accepted.
  2. “Deposit Policy” - the hotel's deposit policy will appear. If the booking is deposited, it will show all the data regarding deposit rules, payment methods and credit cards accepted. It will also show due dates, the last deposit received date, as well as the amounts. 
  3. “Payment” - if the guest makes a payment during Check In, choose the payment method. It will open the Payments editing screen. Enter the amount of payment and the details of it (if it is used for lodging, extras, etc). 
  4. “Summary” - it shows the total stay amount, deposit (if any), and the balance.
  5. Click “Next”.
4. On the third screen enter the guest data:
  1. Enter the title of the guest.
  2. Enter the last name of the guest.
  3. Enter the name of the guest.
  4. Enter the middle name of the guest.
  5. Enter the document type of the guest.
  6. Enter the document number of the guest.
  7. In “Expires”, enter the document's expiration date.
  8. Enter the VAT condition of the guest.
  9. Enter the Tax ID of the guest.
  10. Enter the nationality of the guest.
  11. Enter the gender of the guest.
  12. Enter the birth date of the guest.
  13. Enter the marital status of the guest.
  14. Choose the profession of the guest. In case the profession is not there, click  (Ctrl. + N) to add it.
  15. Enter the company where the guest works.
  16. Enter the address of the guest: country, state and city of residence.
  17. Enter the street, number, floorapartment and ZIP code of the city where the guest lives.
  18. “Phone” - enter on “Type” the use of the telephone number. Then enter the city code and the phone number.
  19. Enter the guest's e-mail address.
  20. Enter the guest's e-mail type (the use of the address mentioned before).
  21. Enter the website of the company where the guest works, in case the guest is a corporate client.
  22. “Departure Detail” - enter the information about the Check Out, entering the date and time of departure. On “Type”, enter the means of transportation used to leave the hotel (limousine, taxi, bus, etc). In “Description”, enter the additional information about the transport previously mentioned.
  23. Click “Next”.
9. On the fourth screen enter the sharer's data:
  1. Enter the title of the guest.
  2. Enter the last name of the guest.
  3. Enter the name of the guest.
  4. Enter the middle name of the guest.
  5. Enter the document type of the guest.
  6. Enter the document number of the guest.
  7. In “Expires”, enter the document's expiration date.
  8. Enter the nationality of the guest.
  9. Enter the gender of the guest.
  10. Enter the birth date of the guest.
  11. Enter the marital status of the guest.
  12. Choose the profession of the guest. In case the profession is not there, click  (Ctrl. + N) to add it.
  13. Click “Load”. The information will appear on the screen.
  14. Click “Confirm Check In”. It will open up the guest registration card.
 
Notes: If you have outdated bookings, in order to perform Check In you must have the authorization of a user that has the Controller role assigned. You must enter the username and password of that user in order to do so. The outdated bookings will look grey in comparison to the ones from today, which will look black.
 
 
 
GUEST REGISTRATION CARD
 
FRONT DESK > GUEST REGISTRATION CARD
 
From here you can generate and print the Guest Registration Card. This card acts as an agreement between the guest and the hotel, and the signature of both parts is needed to accept the terms and conditions of the agreement.
 
A registration card will be generated, with all the recorded information regarding the guest and sharers.
 
 
 
 
How to search for the Guest Registration Card
 
When you enter, you will find that the screen splits into two:
  • At the top, you will see the search parameters that allows you to search for registers.
  • At the bottom, you will see the search results.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options:
A)    In “Arrival Date” indicate in “From” and “To” the date limits to find the bookings
B)    Enter the last name of the guest.
C)    Enter the booking number.
3. Check “Search Exactly” if the information to search has to apply to all the requirements selected.
4. Click “Search”. The application will unfold a list of registers that matches the information you entered on the search screen.
5. Double click on the register to open the Guest Registration Card.
 
Notes: In the last page of the guest registration card, on the “Notice to Guest” part,  the data you entered in SYSTEM CONFIGURATION > REPORT SETTINGS > NOTICE TO GUEST will appear.
 


GUESTBOOK
 
FRONT DESK > GUESTBOOK
 
From here you can generate the Guestbook for any date or date range. This report contains the information of the Check Ins performed, giving details of the In House guests, and the guests that were lodged previously.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options:
A)    In “Search Date” indicate in “From” and “To” the date limits to find the guests.
B)    Enter the last name of the guest.
C)    Check “In House” if you are only looking for guests that are currently lodged. Leave it unchecked if you are looking for guests that were previously lodged, and mark it with a green square if you are looking both lodged and unlodged guests.
4. Click “Search”. The application will unfold a list of registers that matches the information you entered on the search screen.
5. Select a register and click  to open the Guestbook. You can also double click on the register to open it.
 
 
SALES
 
FRONT DESK > SALES
 
This function is used by the points of sale that were assigned to the Front Desk area to make sales.
 
 
How to search for a sale
 
When you enter, you will find that the screen splits into two:
  • At the top, you will see the search parameters that allows you to search for registers.
  • At the bottom, you will see the search results.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options:
  • Choose a point of sale.
  • Enter the document number.
  • Enter the sale date.
  • Enter the guest.
  • Enter the payment date.
3. Check “Search Exactly” if the information to search has to apply to all the requirements selected.
4. Click “Search”. The application will unfold a list of bookings that matches the information you entered on the search screen.
 
 
How to enter a sale
 
1. Click  (Ctrl. + N) It will open the Sales editing screen.
2. Choose the sale date.
3. Complete the following fields:
    • “Point Of Sale”
    • “Price List”
    • “Room”
    • “Guest”
    • “Customer”
4. Click on “List”. It will open up a window to choose any item from the price list of this module.
5. Double click on the item you want to sell.
6. Click  (Ctrl. + N) to enter the item in the table below.
6. Repeat steps 4 and 5 until you have entered all the items you wanted from the price list.
7. Click “Save” and then “Close Sale” (Ctrl. + Enter)
8. On "Payment", choose the method of payment that the guest used to pay for the sale. Click on the “Payment” button to enter the data. If you choose “Bill to room”, the "Payment" button will be disabled.
9. Click “Close Sale” (Ctrl. + Enter). The sale ticket will appear to print.
 
 
If you added an incorrect item, click , which is located to the left, and then on  to void it.
 
Notes: The data on SYSTEM CONFIGURATION > POINT OF SALE MUST BE LOADED in order to make a sale.
 
 
CHECK OUT
 
FRONT DESK > CHECK OUT
 
With this function you can perform the room closure or guest departure, which means that the room will go from the “Occupied” status to “Vacant”, updating the room inventory in the Check Out date.
 
 
How to search for a guest ready to Check Out
 
When you enter, you will find that the screen splits into two:
  • At the top, you will see the search parameters that allows you to search for registers.
  • At the bottom, you will see the search results.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options:
A)    In “Departure Date” indicate in “From” and “To” the date limits to find the bookings
B)    Enter the last name of the guest.
C)    Enter the booking number.
3. Check “Search Exactly” if the information to search has to apply to all the requirements selected.
4. Click “Search”. The application will unfold a list of registers that matches the information you entered on the search screen.
 
 
How to make a Check Out
 
 
1. Click on a register and then on  (Ctrl. + O) It will open the Check Out editing screen. You can also double click on the register to open it.
2. When you enter the Check Out editing screen, you will see the following:
  1. Booking Detail: the main information regarding the guest and the travel agency (if the booking was made through one).
  2. Arrival and Departure: the Check In date, amount of lodging nights, and Check Out date.
  3. Folio: the balance of the guest's account has to be 0 (zero) in order to make a Check Out. If not, click “Folio Detail”.
 
Folio Detail
 
If the balance is “0” (zero), it means that the guest paid for all of the services used and his account is settled.
 
When you enter, you will find that the screen splits in three:
  1. At the top, you will see the upper menu options.  
  2. In the middle, you will see the information regarding the guest.
  3. At the bottom, you will see a table with services, charges, payments and currency exchange.
 
In the upper menu, you will see the following:
  1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
  2.  “Charge” - enter those charges that were not entered in “To be paid by guest”.
  3.  “Payment” - enter an amount paid by the guest.
  4.  “Refund” - ingrese aquel monto que haya sido devuelto al pasajero.
  5. “Discount” - enter an amount deducted from the from the guest's account.
  6.  “Reports” - you can enter the “Folio Summary” report where you can see all the payments and withdrawals made by the guest. You can also enter the “Booking” report, where you can see the guest's booking information.

 

In the middle, you will see the following:
  • “Summary” - you will view the Folio Number, guest name, room, rate level and the day rate.
  • “Account Status” - you will view the guest's Check In date, the departure date and the Check Out date (once you have made the Check Out). The total value of charges and payments appears here. The difference between both can be seen on “Balance”; in order to make the Check Out, the balance has to be 0 (zero).
  • “To be paid by Guest” - all the details of payments and services used by the guest appear here.
 
At the bottom, you will see a table with all the concepts (services, room, early check out, etc). You can double click on the registers to open them or you can click .  
 
 
1. If the balance is not 0 (zero), use the buttons of the upper menu to generate the payments and withdrawals necessary to reach that value.
2. Click “Close”.
3. Click “Confirm Check Out”.
4. Click “Close” to go to the search menu.
 

Notes: If you have outdated bookings, in order to perform Check Out you must have the authorization of a user that has the Controller role assigned. You must enter the username and password of that user in order to do so. The outdated bookings will look grey in comparison to the ones from today, which will look black.
 
 
UPGRADE ROOM
 
From this function, the receptionist can move guests from one room to another, if there's availability.
 
FRONT DESK > UPGRADE ROOM
 
 
How to search for a room
 
When you enter, you will find that the screen splits into two:
  • At the top, you will see the search parameters that allows you to search for registers.
  • At the bottom, you will see the search results.
 
1. If the icon looks like this , press it to make the search parameters appear. The icon will then look like this .
2. In order to make a search, you must pick one or more of the following options:
  1. In “Stay” indicate in “From” and “To” the date limits to find the bookings.
  2. Ingrese el guest name.
  3. Enter the booking number.
3. Check “Search Exactly” if the information to search has to apply to all the requirements selected.
4. Click “Search”. The application will unfold a list of registers that matches the information you entered on the search screen.
 
 
 
How to move a guest
 
 
1. Click on the guest and then on   (Ctrl. + O) It will open the Room Upgrade editing screen. You can also double click on the register to open it.
2. “Summary” will show you the basic data of the booking: Booking number, main guest, rate level, room, arrival date, nights and departure date.
3. “Rooms available for moving from…” will show the information of the room types, amount of available rooms and the room number where the guest can be moved.
4. Check the room you wish to use to relocate the guest. If there are several available rooms, click on the room number and choose the one you prefer.
5. Enter in “Reason” the cause of the guest's room change.
6. Click “Confirm Room Upgrade” to save the data.
 
APPENDIX I: ROOM STATUS OVERVIEW
 
 
            ROOM STATUS


 
STATUS
 
DESCRIPTION
 
FUNCTION
Vacant
The room is vacant on a specific date. With this status, the room can be assigned to a booking.
(Initial Status of every room)
Assigned
The room is assigned to a booking on a specific date. The room can be re-assigned to another booking if the room has this status.
Room Assignment
Departure Expected
The room is assigned to a booking which departure date takes place on a specific date. The room can be assigned to another booking if the room has this status.
Room Assignment
Departure Expected \
Assigned
La habitación está asignada a una reserva cuya fecha de partida está prevista para una fecha determinada, es decir que el huésped tendrá que desocupar habitación ese día y la habitación se encuentra asignada a otra reserva. Este caso podrá presentarse en las temporadas de mayor ocupación del hotel.
Room Assignment
Departure Expected \
Departure Expected
The room is assigned to a booking which departure date takes place
La habitación está asignada a una reserva cuya fecha de partida está prevista para una fecha determinada, es decir que el huésped tendrá que desocupar habitación ese día y la habitación se encuentra asignada a otra reserva del tipo “Day Use”.
Room Assignment
Occupied
The room is occupied on a specific date.
Check In
Check Out Expected
The guest is currently lodged in, hasn't performed the Check Out, and the departure date is today. With this status, the room can be assigned to another booking.
Check In
Check Out Expected \
Assigned
 
The guest is currently lodged in, hasn't performed the Check Out, and the departure date is today. This means that the guest will have to leave the room today while the room is assigned to another booking. This particular case can happen more frequently in the hotel's higher seasons of occupation.
Check In \ Room Assignment
Check Out Expected \
Departure Expected
The guest is currently lodged and hasn't performed the Check Out. The departure is the current date and the room is assigned to another booking of a “Day Use” type.
Check In \ Room Assignment
Clean
The room is clean on a specific date.
Housekeeping - Room Status
Dirty
The room is dirty on a specific date.
Housekeeping - Room Status
Out of Order
The room is out of order due to maintenance on a specific date. Therefore, the room is not for sale.
Maintenance
 

 

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