What is it?
This page contains all the orders placed by your guests, with the most recent order displayed first. It's where you can keep track of which orders need to be followed up on.
What happens when a guest orders something
When a guest orders something from your Concierge, they will receive an email confirming their order has been received (not that it is confirmed):
The same email will also be sent to your property. The address to which the order email is sent will vary depending on your configuration of GuestJoy.
What to do when an order arrives
A staff member will see the order email. By navigating to Guest Activity > Orders, the staff member can see the order:
If you click the Offer name, you will see the details of the order:
Note that each order in the list has a Status box. When an order is first received, the status will always be Unconfirmed.
The staff member needs to then determine if the order can be fulfilled. For example, a guest may have ordered late checkout. A staff member needs to check if the property has the availability to provide the guest with late checkout, and then change the status of the order accordingly.
If we were able to fulfil the order, mark the status as Confirmed.
If we were not able to fulfil the order (eg. we were fully booked and could provide the late checkout), mark the status as Cancelled.
What happens when the status of an order is changed?
No email is sent to the guest when the status of an offer is changed. You still need to directly contact the guest to let them know if you can or can't fulfil their order.
An easy way to get the guest's email address to respond to them is to click the Offer name, which will show the details of the offer, including their email address:
If you mark the status of the order as Cancelled, note that the revenue attached to the offer is greyed-out, meaning that it will not be included in GuestJoy's statistics.
For this reason, it is important to have your staff get into a good habit of always changing the status of orders in this list as they follow up on them.
Also note that the staff member will still need to add the associated charge for the order to the guest's account.