Orders

Orders is where the kitchen, housekeeping and the front desk decide what guests ordered or booked: room service, laundry pickups, table and spa bookings, and room reservations Phil took by phone. It also holds the room charges that need the desk and, for the front desk, stay changes guests accepted.

Who can use it#

Each person also needs the Orders page in their page access. When the kitchen confirms an order, the order is done and its charge waits for someone who may confirm room charges.

The order list#

• Tabs: Waiting and Decided. Decided follows the time range at the top of the page.
• Type chips: All types, Food & beverage, Laundry and Reservation, each with its waiting count.
• Columns: Order, Detail, Total, Charged to and Status. Press the guest's name for the full order with its history.
• Charged to says where the money stands, for example Bills on Confirm, Post in your PMS, On the bill, PMS failed, Not charged or Hotel handles payment.
• Order confirmed, bill waits means the kitchen confirmed the order and the charge is waiting for the desk.

Upcoming#

Orders placed ahead for a later time. They reach the venue shortly before their time (30 minutes by default, set per venue on Venues & menu) and then appear under Waiting. Nothing is charged before then.

Room charges#

• Charges that need the desk: a charge over the hotel's limits, a guest whose access was not verified, or a charge the PMS did not take.
• Before you confirm says what to check: Call the guest before you confirm, a PMS problem, or Ready to bill, with how the guest was verified and the last four digits of the booking phone.
• Confirm puts the charge on the bill. Reject voids it and tells the guest.
• For a charge over the limits, the second step reads The guest agreed? Confirm, and that is recorded.
• More opens Show evidence (devices, code checks and the chat) and, when the PMS needs fixing, Retry in the PMS, Reverse charge or Mark done by hand.

Reverse charge appears when an order was cancelled or closed after its charge reached the bill. A charge the PMS refused can be retried or marked as posted by hand. The limits themselves are set on Venues & menu, under Room charges.

Stay changes#

Changes to a guest's stay that the guest accepted, such as late checkout or early check-in. Make the change in your PMS, then press Confirm. Front desk staff see this section; team leads and managers decide the same items on the Offers page.

Common tasks#

Accept room service

1. Open Waiting and, if you like, the Food & beverage chip.
2. Press Confirm, then Confirm and tell the guest?
3. Confirmed is done. There is no separate delivery step.

Turn down an order

1. Press Reject, then Reject and tell the guest?
2. Nothing is charged.

Bill a charge over the limits

1. Under Room charges, open More and press Show evidence.
2. Call the guest on the room phone or the booking phone.
3. Press Confirm, then The guest agreed? Confirm.

Fix a charge the PMS refused

1. Under Room charges, open More.
2. Press Retry in the PMS, or Mark done by hand if you keyed it into the PMS yourself.

Confirm a room reservation taken by phone

1. Open the booking and read What to do.
2. Find or create the booking in your PMS and check the total.
3. Tick I checked the total in the PMS when asked, then press Confirm.

An order nobody confirms within the acceptance time closes as Not accepted in time. The guest is told and nothing is charged. The acceptance time is set on Venues & menu.