5 Guest Handling

The Guest Handling page provides the functionality to search for a guest reservation. You must have the following access rights in order to access the guest information. See Role Manager topic for more information.

  • Guest Handling, Reservation, View

  • Guest Handling, Profile View

  • Guest Handling, Reservation, View

At the Menu option, select Cruise Shipboard Property Management, followed by Guest Handling. Guest Handling Search screen displayed.

Manual Search

To look up guest information manually,

  1. Select the Profile Type.

    Note:

    If the Resident profile type is disabled in the system parameter, the filter is hidden and the resident records will not be included in the search or shown.

  2. Select the Reservation Status.

  3. Enter either the First Name, Last Name, Stateroom, Passport Number, Boardcard Number, Set Sail Pass Number, Booking Number or Contactless ID in the search bar, then select Search button.

  4. All the matching records are shown in the results view with Actions button.

  5. For the column with sorting icon, you will be able to perform the column sorting either in ascending or descending order by clicking the headers of the table.

  6. Click the Actions button to access other options or view the selected reservation. The Actions button is also available in the Manage Guest Handling page, which allows you to access the same function within the guest account.

To view the guest information,

  1. Perform a search. Once the matching records appear, click the desired record.

  2. The Manage Guest Handling screen gives you an overview of the reservation information of the selected guest.

Search by Scanning

To look up guest information by scanning the barcode or document,

  1. At the Guest Handling Search page, click Scan.

  2. This opens the camera and launches the scan function.

  3. To scan the barcode, without clicking the Shutter button point the camera to the barcode.

  4. To capture the document, click the Shutter button.

  5. Successful scanning of a barcode or document will open the Manage Guest Handling page. Barcode or document that are tagged to multiple profiles will be shown on the results page.

Note:

The scanning section and camera switches off when the device is left idle for 10 minutes or more, and a message will appear.

To look up guest information by scanning RFID card

  1. At the Guest Handling Search screen, without placing the cursor at the search guest field, place the RFID card at the tablet RFID sensor.

  2. If the scanned RFID card number matches a profile, the system will open the Manage Guest Handling page. RFID that is tagged to multiple profiles will appear on the results page.

Manage Guest Handling

The Manage Guest Handling page provides an overview of the guest information selected from the search results section.

There are 5 sections in the Manage Guest Handling screen:

  • Summary – Summary information of the guest, including profile and reservation information.

  • Reservation – Information of the guest reservations.

  • Profile – Information of the guest profile, including people travelling with, guardian and minor.

  • Special Request – Information on the guest’s special request(s), if any.

  • Amenities – Information on the guest’s requested amenity record(s), if any.

All information populated in the Manage Guest Handling screen is only for viewing and editing can be done from the Action option.

Actions Option

The Actions options provides a quick access to other functions a user can perform on the guest record retrieved from Guest Handling search and all other Guest Handling functionalities pages.

Create Reservation

The Create Reservation function allows you to create a new reservation and profile for a guest who will embark on a current or future cruise.

To access the Create Reservation page, you must have access rights to Guest Handling, Profile and Reservation, View and Edit assigned in the Role Manager configuration. Otherwise, the Create Reservation button will be hidden.

There are four sections in the Create Reservation screen:

  • Reservation Details – Information of Cruise Itinerary for a current or future cruise, including embarkation date, embarkation harbor, embarkation time, disembarkation date, disembarkation harbor, disembarkation time, stateroom, and occupied berth.

  • General Details – Information of guest personal details, such as first name, last name, gender, birth date, nationality, and others.

  • Passport Details – Information of guest travel document details, such as passport number, issued date, issued place, issued country, expiry date, document checked, and document collected status.

  • Contact Details – Information of guest contact details, such as home address, emergency address, and temporary address.

Creating a Reservation

  1. On the Guest Handling Search page, press the Create Reservation or Action under the +Create section, then the Create Reservation option to open up the Create Reservation page.

  2. The Reservation details section allows you to select the guest’s stay period from the Embarkation date/time and the Disembarkation date/time with specific harbor that based on configured cruise itinerary.

  3. At the Stateroom field, click the + button to open the Stateroom Availability window, and with header information such as stateroom number, category, deck, connecting room, stateroom status, total berth, and available berth.

    • The Embarkation date/time and Disembarkation date/time value are brought forward from the Create Reservation page.

    • You are allowed to search the stateroom listing by using the search criteria for Deck, Stateroom Status, Stateroom Status or search by the stateroom number.

  4. Selecting the stateroom record from the listing would enable the Add button.

  5. Click Add button to save or Cancel button to exit the Stateroom Availability window view.

  6. A confirmation message appears if you are adding the reservation to a stateroom that has zero or negative berth. Click Add button to continue to add this stateroom for the guest or click Cancel button to exit without adding the stateroom.

  7. After selecting the stateroom, the berth count of the selected stateroom will populate at Occupied Berth field.

    • The system auto-populates the information from the General Details and Passport Details sections. If any required fields are missing the information, it will prompt you to fill them in.

    • Enter a value in all fields marked as required, and then click Save to continue.

    Note:

    • If the guest’s nationality on the travel document falls under the list of European countries (User configurable codes under parameter ‘Notice and Consent by Nationality Code’), it is Mandatory to check the acknowledgement of notice and consent option during reservation creation.

    • If the guest nationality on the travel document falls under Non-European countries, it is Not Mandatory to check the acknowledgement of notice and consent during reservation creation.

  8. Once all the mandatory fields are filled, you will notice that the berth count in Occupied Berth field is refreshed automatically. For example: 1/4 is total 1 berth assigned vs total available berth.

  9. The Create Reservation page allows you to create the reservation either as guest or resident by selecting the Guest is Resident option. Refers to System Parameter - User Resident.

    • Parameter value is 1 - the Guest is Resident option is visible.

    • Parameter value is 0 - the Guest is Resident option is hidden.

  10. The Contact details section shows the home address, emergency address, and temporary address to be filled. When the selected country is Canada or United States, the State field will have a drop-down option, allowing you to select the state. If the selected country is other than Canada and United States, the State field is a free-text field.

    At the Temporary address, you can either select the State of the Canada or United States or enter the value in a free-text form. You can also toggle the Same as home button to copy the home addresses value into the temporary address and disable the editing. To edit, toggle the Same as home to inactive.

  11. Once all mandatory fields in are filled and if you click Cancel button, a confirmation message “Leave and discard your changes?” will appear. Select:

    • Cancel, to close the dialog box.

    • Discard and leave, to close the reservation page without saving.

  12. A confirmation message x Reservation(s) created’ appears when the Save button is clicked, indicating that the reservation has been created successfully before returning to the Guest Handling Search page and listing the new guest reservation records.

Creating Multiple Reservation

You are allowed to create more than one reservation from the same Create Reservation page. With all the mandatory fields filled, the Add Guest button is enabled for you to add the next guest reservation.

To create the reservations,

  1. Click the Add Guest button. A new guest tab opens, labelling it as Guest 2, 3, or 4, depending on the last tab count and the next available label in the Guest tab series.

  2. The system copies the reservation details such as Embarkation Date, Disembarkation Date, and Stateroom from the previous reservation to the new guest tab. The user can either keep the same reservation details and only update the general and passport details, or change the Embarkation and Disembarkation Dates for the new reservation if the guests are not traveling together.

  3. Selecting Yes on option ‘Do you want to apply the same details to other guest(s)?’ will copy the same contact details from the active guest tab onto the next guest reservation. When No option is selected, the Contact details section for the new guest reservation will be blank.

  4. You are allowed to create up to ten (10) guest reservations in Create Reservation page. When mouse hover at the guest tab, the X button will be visible. Clicking the X button prompts a confirmation message. Select:

    • Cancel, to close the dialog box.

    • Remove, to remove the selected guest.

  5. Click Save. A confirmation message x Reservation(s) created appears. The x here indicates the total reservations created successfully before navigating to Guest Handling Search page, listing all the new guest reservations record.

  6. When an error occurs and causes some of the reservation from saving, those created successfully will not appear in the Create Reservation page. But the failed reservation record will remain on the screen with an error indicator. The below are some of the error banner messages.

    • Some of reservation(s) created with errors - reservation created with other details error.

    • Could not create below reservation(s) - no reservation created.

Viewing Reservation Details

A reservation details can be viewed from the Reservation Details option and this option not only allows you to view, you may also edit it.

To access the Reservation Details option,
  1. Click the Action button.
  2. At the Modify/Update section, click Reservation Details option.
  3. On the Reservation Details page, you will get an overview of the selected reservation’s information.
There are 2 sections on the Reservation Details page:

  • Profile summary - The profile summary section is a read-only section which displays the profile type, profile name and salutation, stateroom number, special needs link, reservation status, embarkation date, age, default payment type, posting status, award level, age type/gender, and VIP classification.

  • Reservation details - The reservation details section displays the reservation’s embarkation date and harbor, disembarkation date and harbor, stateroom, and total of occupied berth. The bottom section shows the list of the reservation who has the same stateroom or booking number with the selected reservation record.

All the information populated on the Reservation Details page is for viewing only. To modify the reservation information, you must have permission to Guest Handling, Profile and Reservation, to view and Guest Handling, Reservation to edit. Otherwise, the Edit button will not be visible.

Modifying Reservation Details

  1. On the Reservation Details page, select Edit button to open the Edit reservation details page. The Edit button is disabled if the selected reservation has Checked Out or Cancel.

  2. Editing the Embarkation Date/Harbor, will reset all other fields. You need to reselect the Disembarkation Date/Harbor, followed by the Stateroom.

  3. You are not allowed to modify the Embarkation Date/Harbor for reservation that has checked in.

  4. If a different stateroom is selected, the Occupied Berths field will auto refresh the berth count. For example: 1/4 is total 1 berth assigned versus total available berth. When the stateroom's berth is fully consumed, a message "Add reservation to fully booked stateroom?" with the option to cancel and add appears.

    • Cancel - remain in previous stateroom.

    • Add - continue add the reservation to the selected stateroom.

  5. It is Mandatory to check the Guest acknowledgement of notice and consent option if the guest’s nationality falls under the list of European countries (User configurable codes under the Notice and Consent by Nationality Code’ parameter).

  6. On the same page, you can choose to copy the changes made on this reservation to all other stateroom's sharer. When the option ‘"Do you want to apply the same changes to current stateroom sharer(s)?" appears, selecting

    • Yes - All guest that travels together shall appear. Check the boxes of the guests you wish to copy the details to and then click Update to save.

    • No - Travelling guest will not be listed.

  7. If there are changes made to the Reservation Details page and the Cancel button is clicked, a confirmation message ‘Leave and discard your change?’ will appear. Choose one of the below option:

    • Cancel - Closes the dialog box.

    • Discard and leave - Closes the Edit reservation details page without saving.

  8. If an error occurs and causes some of the reservation update to fail, the successful reservation will have a success indicator, whereas the failed reservation record will show an error indicator. An error banner will appear with one of the below message.

    • Couldn’t update the information - Not able to update the main reservation, the changes will not update to others stateroom sharer as well.

    • Couldn’t copy the information for some guests - The main reservation was updated successfully, but some of the stateroom sharers fails to update.

Contact Details

The Contact Details option allow you to view and edit the profile’s contact details.

To access the Contact Details option,

  1. Click the Action button.
  2. At the Profile section, click Contact Details option. On the Contact Details page, you will get an overview of the selected reservation record profile’s contact information.
There are four (4) address categories on the Contact Details page:

  • Home Address

  • Emergency Address

  • Temporary Address

  • Billing Address

All the information populated on the Contact Details page is only for viewing. To modify the information, click the Edit button and the Edit Contact Details page will appear.

Modifying Contact Details

  1. On the Contact Details page, select Edit button to open the Edit Contact Details page. The Edit button is disabled if the selected profile’s reservation status is Checked Out and Cancel.

  2. At Home address, when the selected Country is Canada or United States, the State field will have a drop-down option which allows you to select the state. If the selected country is other than Canada and United States, the State field is a free-text field.

  3. At Temporary address, you can either select the State of the Canada or United States or enter the value in a free-text form, and toggling the Same as home button to active will copy the main address and disable the editing.

  4. To edit, toggle the Same as home to inactive, edit the necessary information and click Update to save.

  5. Once the Contact Details page is changed and the Cancel button is clicked, a confirmation message "Leave and discard your changes?" will appear. Select:

    • Cancel to close the dialog box.

    • Discard and leave to close the Contact Details page without saving.

Copy Contact Details

Contact Details page provides the functionality to update or copy the contact details from one profile to another for guests travelling together, have the same reservation number or stateroom number.

This not only speeds up the update for the guest’s family members, it also update any changes made on the Home, Temporary, Emergency and Billing addresses.

  1. At the Guest Handling Search screen, search and select the guest.

  2. Click the Action menu, and then Contact Details. Contact Details page appears.

  3. Click the Edit button to open the Edit Contact Details page.

  4. At the end of the page, you can choose to copy the address with ‘Do you want to apply the same changes to guest(s) travelling together?’ Selecting:

    • Yes - A list of all the guests travelling together shall appear. Checkbox the guests you wish to copy the details to and then click Update to save.

    • No - Travelling guest will not be listed.

Profile Details

The Profile Details option allows you to view and edit the profile’s details.

To access the Profile Details option,

  1. Click the Action button.
  2. At the Profile section, click Profile Details option.
  3. On the Profile Details page, you will get an overview of the profile’s information of the selected reservation record.
There are 3 profile categories on the Profile Details page:

  • General Details

  • Additional Details

  • Passport Details

All the information populated on the Profile Details page is only for viewing, and to modify the profile information, you must have access rights Guest Handling, Profile, Edit assigned. Otherwise the edit button will be hidden.

Modifying Profile Details

  1. On the Profile Details page, click the Edit button to open the Edit Profile Details page. The button is disabled if the selected profile’s reservation status is Checked Out or Cancel.

  2. Below are the mandatory fields, and the Update button enables when all the fields are filled.

    • Last Name

    • First Name

    • Salutation

    • Gender

    • Date of Birth

    • Nationality

    • Passport Number

    • Passport Issued Date

    • Passport Expiry Date

    • Passport Place of Issued

    • Country of Issued

  3. Edit the information and select Update to save the changes.

  4. Once the Profile Details page has changes and the Cancel button is clicked, a confirmation message "Leave and discard your change?" will appear. Choose one of the below:

  • Cancel - closes the dialog box.

  • Discard and leave - closes the Contact Details page without saving.

Scan Passport and Update Details

  1. On the Profile Details page, select Scan and update details to scan the guest’s passport.

  2. Click the Capture option to start the decoding process of the guest’s passport image.

  3. A confirmation screen appears, showing the difference between the existing and the new value captured from the scanned guest’s passport.

  4. Click Update button to override the new value(s), or Cancel to discard the new changes.

  5. Below are the fields captured from the passport scanning:

    1. First Name

    2. Last Name

    3. Gender

    4. Date of Birth

    5. Nationality

    6. Passport Number

    7. Passport Issued Date

    8. Passport Expiry Date

    9. Passport Issued Country

    10. Passport Issued Place

Special Needs

The Special Needs option allows you to add, edit and view the profile’s special arrangements or specific needs details. There are two (2) ways to access the Special Needs option; either click the Action button and then Special Needs option under the Reservation section.

The other way is from the Manage Guest Handling and Profile Summary section, click the Special Needs icon to have quick access to the Special Needs option.

There are two (2) sections on the Special Needs page:

  • Profile Information - The profile information section is a read-only section which displays the profile type, profile name and salutation, stateroom number, special needs icon, reservation status, embarkation date, age, default payment type, posting status, award level, age type/gender, and VIP classification.

  • Special Needs Details - The special needs details lists the special needs code and description of the profile chosen. The bottom section shows the Remarks details needed by the profile chosen.

Note:

  • Special Needs indicator and count is not visible on the Profile Information for guest that DO NOT have any special needs requests.

  • If the guest has special needs requests and remark has been added to the reservation, the Special Needs with total record counts indicator will be visible on Manage Guest Handling, Reservation Details, Profile Details, Contact Details, and Special Needs page.

To access the Special Needs page, you must have access rights to the Guest Handling, Special Needs, Add/Edit and View assigned in the Role Manager configuration. Otherwise, the Special Needs option will not be visible.

Adding New Special Needs

  1. On the Special Needs Details page, under the special needs details section, click the Add button to open the Add Special Needs action drawer.

  2. You can search for special needs by code or description. The system will automatically filter and return the result based on the keyword entered.

  3. Checkbox the required special needs and enter a remark in the Remark field if any.

  4. If the Clear button is clicked, this will unchecked all the checkboxes and clear the remarks as well.

  5. When the Cancel button is clicked after changes were made to the special needs selection, this triggers a confirmation message "Leave and discard your change?". Choose one of the below:

    • Cancel - closes the dialog box.

    • Discard and leave - closes the add special needs action drawer without saving.

  6. Click the Save button. A confirmation message "Special needs created"appears, listing the special needs code and description. Special needs(X) indicator is visible on the Profile Information Section.

Modifying Special Needs Details

  1. On the Special Needs Details page, under the special needs details section, click the Edit button to open the Edit Special Needs action drawer.

  2. You can search special needs by code or description. The special needs listing will then filters automatically based on the keyword search entered.

  3. You can edit the earlier selected special needs record by unchecking it and check the appropriate special needs record, or edit the Remarks field.

  4. If the Clear button is clicked, the checked options for special needs and remarks will be cleared.

  5. Any changes to the special needs selection will trigger a confirmation message "Leave and discard your change?" when you click Cancel. You can then choose one of the options below.

    • Cancel - closes the dialog box.

    • Discard and leave - closes the add special needs action drawer without saving.

  6. Click the Update button to save the change. A confirmation message "Special needs updated" appears, listing the modified special needs code and description. Special needs(X) indicator is visible on the Profile Information Section.