Surge PMS and Restaurant: every function

PMS

Front desk

See today's arrivals, departures and guests in house
- Find a guest
  Find a guest
  Where: Top bar › the search button (Find a Guest)
  Who: Front Office, Property Manager
  Use it
  1. Type at least two letters of a name or phone, a reservation or stay number, or a room number.
  2. Pick a stay from the list (in house first, then due in, then those who left in the last 30 days) to open its panel.
  3. Use Search all guest profiles to look through every profile instead.
See today's arrivals, departures and guests in house
Where: Launcher › Front Desk
Who: Front Office, Property Manager
Use it
1. Open Front Desk on your property.
2. Use Arrivals due, Departures due and In house; Open on a card shows the reservation panel.
3. Read the Availability strip: free rooms per type for the next seven nights, and 'N no room' for arrivals not yet given a room.
Check a guest in
- Assign a room before arrival
  Assign a room before arrival
  Where: Front Desk › the arrival card › Assign room; or the reservation panel
  Who: Front Office, Property Manager
  Use it
  1. Choose Assign room and pick a room of the stay's type from the list.
  2. Use Change room to swap it later; the board shows the room as arriving.
  The room may still be dirty; readiness is checked again at check-in. With no room at all, check-in is refused: 'Assign a room first'.
- Check in without the guest's ID (override)
  Check in without the guest's ID (override)
  Where: The check-in dialog › Why check in without it?
  Who: Front Office, Property Manager
  Use it
  1. Pick 'Approved by' and a name, or 'Guest will show ID later', or type a reason.
  2. Check in; the stay records the override, the reason, who and when.
  Managers review these by filtering the stay list on Override. A reservation's Check In of several rooms names the stays that need this, to be checked in one by one.
- Check in a guest on a resident or foreign-guest rate
  Check in a guest on a resident or foreign-guest rate
  Where: The check-in dialog
  Who: Front Office, Property Manager
  Use it
  1. Check the ID matches the plan; if not, add the right document with Change, or record why and check in anyway.
  The rate does not change; post a folio charge if the hotel wants the difference.
Check a guest in
Where: Front Desk › Arrivals › the stay's card › Check In; or the stay form › Check In
Who: Front Office, Property Manager
Set it up
1. Rooms have housekeeping statuses, and the property's check-in and check-out times are set.
Use it
1. Choose Check In on the arrival.
2. Pick a ready room in the dialog, or keep the room already assigned.
3. Check the guest's ID line: if it is amber, Read ID or Type ID, or give a reason under Why check in without it?
4. Take a payment if the dialog asks, then confirm: the room becomes Occupied and the guest's folio opens.
The room must be vacant, of the right type, clean or inspected, with no open discrepancy and every promised amenity. Undo check-in is offered for five minutes after.
Move a guest to another room
- Drag a stay to another room
  Drag a stay to another room
  Where: Timeline, or Calendar › Rooms view
  Who: Front Office, Property Manager
  Use it
  1. Hold a Due In or In House bar and drag it onto a room of the same type that lights up 'Drop here'.
  2. Confirm the two rooms: a due-in stay is assigned, an in-house stay is moved.
  Dates never change by dragging; departed stays, blocks and out-of-order bars do not move.
- Move from the stay form
  Move from the stay form
  Where: The stay form › Move Room
  Who: Front Office, Property Manager
  Use it
  1. Pick from the rooms ready for this stay; an empty list says why and points to housekeeping.
  Ref: QA bug 49.
- Move from the stay panel
  Move from the stay panel
  Where: Timeline, Calendar or dashboard › the stay panel › Move room
  Who: Front Office, Property Manager
  Use it
  1. Choose Move room and a ready room; the old room reads Dirty on Housekeeping.
  Ref: QA bug 49.
Move a guest to another room
Where: The stay panel › Move room; the stay form › Move Room; or drag the bar on the Timeline
Who: Front Office, Property Manager
Use it
1. Open the in-house stay and choose Move room.
2. Pick a vacant, ready room of the same type and confirm.
The old room becomes Vacant and Dirty; the folio and the agreed rate stay with the guest. A move asks for no payment or ID.
Add an extra bed
- Allow extra beds on a room type
  Allow extra beds on a room type
  Where: Back Office › Rooms & Rates › Room Types › Extra Bed Allowed, Extra Bed Charge
  Who: Property Manager
  Use it
  1. Tick Extra Bed Allowed and set the Extra Bed Charge; it is never sold online, only added at the desk.
  Ref: S-D58.
- Remove an extra bed
  Remove an extra bed
  Where: The stay › Remove Extra Bed
  Who: Property Manager
  Use it
  1. Remove it; charging stops from the next unposted night, charged nights stay, and who removed it is recorded.
  Ref: S-D58.
- How the extra guest is charged
  How the extra guest is charged
  Where: The folio's Extra person, Board and Extra bed lines
  Who: Property Manager, Front Office
  Use it
  1. From the first unposted night, the plan's extra adult or child rate and board, plus 'Extra bed, room … night …'.
  Ref: QA bug 245.
Add an extra bed
Where: The stay › Add Extra Bed
Who: Property Manager
Set it up
1. Tick Extra Bed Allowed on the room type and set its Extra Bed Charge.
Use it
1. On a due-in or in-house stay whose room is full, choose Add Extra Bed for one more adult or child.
2. From the next unposted night the guest pays the plan's extra person rate and board, plus the room type's extra bed charge.
3. Remove Extra Bed stops the charges from the next unposted night.
One extra bed per stay; only a Property Manager may add or remove it. (Ref: S-D58.)
Check a guest out
- When check-out gets no answer
  When check-out gets no answer
  Where: The folio panel
  Who: Front Office, Property Manager
  Use it
  1. Read the message: the panel checks the stay first. Press Check Out again only if it says the guest is still in house.
Check a guest out
Where: Front Desk › Departures due › Check Out; or the stay form › Check Out
Who: Front Office, Property Manager
Use it
1. Choose Check Out; the amount due (tax included) is suggested.
2. Take the final payment.
3. Confirm: the folio is settled with an invoice, the room becomes Vacant and Dirty with a departure clean, and the guest gets the thank-you message.
Refused while a restaurant bill on the room is still open, while the guest folio still owes, or while a bank transfer waits for accounting. Company, OTA and master folios may leave with a balance.
Manage a timed stay
Manage a timed stay
Where: The stay › Extend Timed Stay
Who: Front Office, Property Manager
Set it up
1. Set the plan's Overstay Price per Hour and the property's Timed Stay Grace and Turnaround.
Use it
1. Before the block ends, choose Extend Timed Stay and the number of blocks; they are charged at once.
2. A guest still in after the grace period is charged the plan's overstay price per started hour; void an hour's line to waive it.
An ended block cannot be extended; check the guest out.
Resolve an occupancy discrepancy
- Read the discrepancy card
  Read the discrepancy card
  Where: Front Desk › Needs attention / Occupancy discrepancies
  Who: Front Office, Property Manager
  Use it
  1. The card names the room and the finding (unknown person, an occupant the system doesn't show, a guest who left without notice) and what housekeeping found against the system.
  Ref: M18.
- Bed not used reports
  Bed not used reports
  Where: Front Desk › Occupancy discrepancies
  Who: Front Office, Property Manager
  Use it
  1. A housekeeper's Bed Not Used raises a discrepancy for you to check the stay.
  Ref: HK-M1.
Resolve an occupancy discrepancy
Where: Front Desk › Occupancy discrepancies › Resolve
Who: Front Office, Property Manager
Use it
1. Read what housekeeping found against what the system shows.
2. Check the room and the booking, then Resolve with a note.
The room cannot be assigned until it is resolved; the reservation is never changed automatically.
Open the PMS screens (the launcher)
Open the PMS screens (the launcher)
Where: Surge home (the launcher) › the tiles your role allows
Who: Front Office, Property Manager, Housekeeping, Night Auditor, Hospitality Accountant
Use it
1. Open Surge home; you see only the screens, records and reports your role can open.
2. Inside a screen, use the top bar: the property, the function tabs, the business date, guest search and your name.
When the business date chip turns amber it reads Night audit due. On a phone the tabs move to a bottom bar.
Undo a check-in
Undo a check-in
Where: Front Desk › the toast after check-in › Undo
Who: Front Office, Property Manager
Use it
1. Press Undo within five minutes: the room goes back to vacant, the stay to Due In with the room kept, the reservation to Confirmed.
Refused after five minutes, or once anything but an arrival payment was posted; check the guest out instead.
Read the Front Desk at a glance
Read the Front Desk at a glance
Where: Front Desk › KPI cards and Needs attention
Who: Front Office, Property Manager
Use it
1. Read Arrivals, Departures, Occupancy and Balance due today; View opens the matching tab.
2. Work the Needs attention strip: room discrepancies (Resolve) and today's airport pickups without a driver (Assign Driver).
3. In the tables, the Status column says Room ready, Room not ready, Assign room or Payment due.
Work a stay from its panel
Work a stay from its panel
Where: Front Desk, Calendar or Timeline › Open on a card or click a bar
Who: Front Office, Property Manager
Use it
1. Read the guest, dates, rate, room, requirements, requests, services and balance.
2. Use the actions the status allows: Check in, Folio and check out, Change dates, Cancel room, Move room, Open in Desk.
Escape closes the panel. The panel can do nothing the forms cannot.
Plan the day on the Calendar
- Quote and book from the Calendar
  Quote and book from the Calendar
  Where: Calendar › New Reservation
  Who: Front Office, Property Manager
  Use it
  1. Pick a room type and dates; read the free rooms and each plan's nightly rate and total (or why it cannot sell), then continue to the reservation form.
Plan the day on the Calendar
Where: Launcher › Calendar
Who: Front Office, Property Manager, Housekeeping
Use it
1. Day shows arrivals and departures at check-in and check-out times, guest tasks, and housekeeping and maintenance, with a now line.
2. Week adds the in-house stays; Month shows pills per day; Rooms is the timeline for 7, 14 or 30 days.
3. Tick a task in the task rail (Mine or All) to complete it.
Raise and work a service request
Raise and work a service request
Where: Front Office › Requests › New; the function dashboards
Who: Front Office, Housekeeping, Property Manager, F&B Outlet
Use it
1. Raise the request for a role or person.
2. The assignee accepts, starts and completes it; the requester or a manager verifies.
3. Report Issue escalates it to the manager.
Statuses move in order (Open, Accepted, In Progress, Done, Verified); assignment pushes a WhatsApp job when the person has a number.
Record a guest's ID
- Keep a scan of the ID or the signed card
  Keep a scan of the ID or the signed card
  Where: The guest profile › Upload ID Scan; ID Documents
  Who: Front Office, Property Manager
  Set it up
  1. Set the property's ID photo and registration card retention days (30 and 1,826 by default).
  Use it
  1. Upload the scan from your own device as a private file and choose its type (an ID, or Registration Card for the signed card).
  Scans are deleted on time: an ID photo goes once the signed card is scanned or its days are up.
- Check an ID the guest gave online
  Check an ID the guest gave online
  Where: The check-in dialog › Seen the Document
  Who: Front Office, Property Manager
  Use it
  1. Compare the document in hand with what the guest gave online, then press Seen the Document; check-in goes ahead.
Record a guest's ID
Where: The check-in dialog › Guest ID › Read ID or Type ID
Who: Front Office, Property Manager
Use it
1. Read ID: type, paste or scan the two lines at the bottom of the passport's photo page; every check digit is checked.
2. Or Type ID: the document, number, nationality, date of birth and expiry, and a resident or work visa if the guest claims the resident rate without a Sri Lankan NIC or passport.
3. Keep Use the name on the document ticked to take the name from the document.
Front Office then sees only the last four characters. A Sri Lankan NIC also fills the nationality and date of birth.
Print the registration card
Print the registration card
Where: The stay panel › Print registration card; or the stay form › Print
Who: Front Office, Property Manager
Set it up
1. Set the property's SLTDA registration number and the card's terms.
Use it
1. Print the card: the stay, the party, the rate per night before taxes, the guest's document in full, and blank lines for what is not known.
2. Have the guest sign it, then scan it back with Upload ID Scan as a Registration Card.
It always prints in English. Housekeeping and F&B cannot print it; every print is logged.
Stop a guest's bills going on the room
Stop a guest's bills going on the room
Where: The stay panel › Stop Room Charges
Who: Front Office, Property Manager
Use it
1. Choose Stop Room Charges and say why (for example, a cash guest); the outlets' tills no longer list the room.
2. Choose Allow Room Charges to lift it.
Needs Surge Restaurant on the site.
See restaurant bills put on a room
See restaurant bills put on a room
Where: The stay panel › Bills on the Room; Front Desk › Departures (Open Bill flag); Manager › Open Bills on Rooms
Who: Front Office, Night Auditor, Hospitality Accountant, Property Manager
Use it
1. Read the open bills on the stay's folios by outlet and bill number, with the amount once the restaurant reports it.
2. Before check-out, have the outlet settle the bill or take it off the room; check-out and the night audit wait for it.
F&B Outlet logins do not see these.
See what a stay spent at each outlet
See what a stay spent at each outlet
Where: The reservation panel › Spend by Outlet
Who: Front Office, Property Manager, Hospitality Accountant
Use it
1. Read the stay's net spend per outlet; open an outlet to see its bills and lines.
Give a guest their room service QR card
Give a guest their room service QR card
Where: The stay panel › Room Service Card › Print Room Service Card
Who: Front Office, Property Manager
Set it up
1. Set the property's Room Service Outlet, the hours and the App Address under Room Service by QR.
Use it
1. Print the stay's card; the guest scans the code to order room service on the room's folio.
2. Use New Room Service Code (it asks first) if the card is lost; the old code stops at once.
The code works only while the stay is in house, and stops on a room move or an undone check-in. The registration card carries the same code.

Reservations

Check availability
Check availability
Where: Timeline (rooms across the month), or the Front Desk availability grid
Who: Front Office, Property Manager
Use it
1. Open the Timeline on the property and the dates.
2. Read the free rooms per room type and night; a closed cell says why under the number.
Two desks can never sell the last room twice: one of them is refused with no availability.
Block rooms from sale
Block rooms from sale
Where: Desk › SH Room Block › New
Who: Property Manager
Use it
1. Choose the room type, the dates and how many rooms to take off sale (renovation, an allocation).
2. Optionally list the exact rooms the block holds in its Rooms table.
3. Save; availability drops by that many rooms. Release the block to put them back.
A held room goes only to its block's own group; any other stay needs a Property Manager and a reason.
Fix inventory counts
- Open bookings further ahead
  Open bookings further ahead
  Where: Desk › SH Property › Operations › Extend Inventory Horizon
  Who: Property Manager
  Use it
  1. Add days ahead when a booking window opens before the nightly top-up reaches it.
Fix inventory counts
Where: Desk › SH Property › the property › Operations › Reconcile Inventory; Manager › Repair
Who: Property Manager
Use it
1. Open Reconcile Inventory to preview where counts drifted from the bookings.
2. Repair to correct them.
Make a reservation
- Timed stays (a few hours) (TS-a)
  - Set up a timed rate plan
    Set up a timed rate plan
    Where: Rate Plans › Timed Stay Hours
    Who: Property Manager
    Use it
    Create one plan per length with Timed Stay Hours (1, 3, 6, 12 or 24), priced as one block on the rate calendar; keep it Not online.
    Set the property's Timed Stay Turnaround (60 minutes by default) and Timed Stay Grace (15 minutes), and the plan's Overstay Price per Hour.
    A timed plan is not day use and cannot be mapped to a channel. (Ref: TS-a.)
  - Book a timed stay on the form
    Book a timed stay on the form
    Where: Front Office › Reservations › New › Arrival Time
    Who: Front Office, Property Manager
    Use it
    Enter the Arrival Time, then pick the timed plan on the line: Timed Until is the arrival plus the hours, and the dates follow.
    Save: the rooms are checked by the clock, with the turnaround after each stay.
    Every room takes the same length. Not from a hold, group block or contract; cannot change dates or room type: cancel and book again. (Ref: TS-a.)
  - Book a timed stay from the Calendar
    Book a timed stay from the Calendar
    Where: Calendar › New Reservation › Timed stay
    Who: Front Office, Property Manager
    Use it
    Switch the dialog to Timed stay, give the arrival date and time and the room type, and continue to the form with Arrival Time set.
    The dialog shows no quote for a timed stay. (Ref: TS-c2d.)
  - See timed stays on the Timeline
    See timed stays on the Timeline
    Where: Timeline
    Who: Front Office, Property Manager
    Use it
    Read the bar's hours ('3 h, 10:00 to 13:00') over its day; a guest still in after the block reads Overdue.
    Ref: TS-c2a.
  - Charge an overstay
    Charge an overstay
    Where: Automatic; the folio's overstay lines
    Who: Front Office, Property Manager
    Use it
    After the grace period each started hour past the block is charged at the plan's overstay price, one folio line per hour, also at check-out.
    To waive an hour, void its line (usual void approvals); it is never charged again.
    Ref: TS-c1.
  - Extend a timed stay
    Extend a timed stay
    Where: The stay › Extend Timed Stay
    Who: Front Office, Property Manager
    Use it
    Before the block ends, add blocks of the plan's hours; they are charged at once and the overstay counts from the new end.
    Refused when the room is booked for another stay in that time, after the block has ended, or on a several-room booking. (Ref: TS-c2b.)
  - Timed stays in emails, on the card and for housekeeping
    Timed stays in emails, on the card and for housekeeping
    Where: Guest emails; the registration card; Housekeeping
    Who: Front Office, Property Manager, Housekeeping
    Use it
    Emails show the guest's own arrival and end times, with no late check-out offer; the card prints the end time and hours; the departure clean is Urgent.
    Ref: TS-c2c.
  - Timed stays at the night audit
    Timed stays at the night audit
    Where: Manager › Run audit
    Who: Night Auditor, Property Manager
    Use it
    The audit stops while a timed guest whose block ended is still in: check them out or extend.
    Blocks over before the audit count as Timed Stay Rooms and Revenue, left out of ADR.
    Ref: TS-b.
  Timed stays (a few hours) (TS-a)
  Where: Back Office › Rooms & Rates › Rate Plans; the reservation form › Arrival Time
  Who: Front Office, Property Manager
  Use it
  1. Sell a room for a set number of hours from the guest's arrival time.
  Ref: TS-a.
- Day use (DU-1)
  - Set up a day-use rate plan
    Set up a day-use rate plan
    Where: Rate Plans › tick Day Use
    Who: Property Manager
    Use it
    Tick Day Use on a copy of a rate plan; it is priced as the date's one night.
    A plan mapped to a channel cannot be day use. (Ref: DU-1.)
  - Book a day use
    Book a day use
    Where: The reservation › Day Use, From and Until
    Who: Front Office, Property Manager
    Use it
    Tick Day Use and set the hours (09:00 to 17:00 by default), then pick a day-use plan.
    An overnight booking cannot take a day-use plan, nor a day use an overnight one. A day use is not moved to other dates. (Ref: DU-1.)
  - Check a day guest in and out
    Check a day guest in and out
    Where: Front Desk › Check In / Check Out
    Who: Front Office, Property Manager
    Use it
    The day's charge posts at check-in. Check the guest out before the night audit, which will not start while one is in.
    Ref: DU-1.
  - Day use in the figures
    Day use in the figures
    Where: Night audit statistics; the flash
    Who: Property Manager, Night Auditor
    Use it
    Read Day Use Rooms and Day Use Revenue apart from rooms sold and occupancy; ADR leaves them out.
    Ref: DU-2.
  Day use (DU-1)
  Where: Front Office › Reservations › New › Day Use
  Who: Front Office, Property Manager
  Use it
  1. Sell a room for the day, arriving and leaving the same day.
  Ref: DU-1.
- Group blocks (allotments for a group)
  - Create a group block
    Create a group block
    Where: Group Blocks › New
    Who: Property Manager
    Use it
    Set the room types, numbers of rooms and the cutoff date; optionally hold specific rooms.
    Ref: Group blocks.
  - Book the group's rooms
    Book the group's rooms
    Where: The reservation › the block
    Who: Front Office, Property Manager
    Use it
    Book each reservation against the block; it takes its own allotment first, then general availability.
    Ref: Group blocks.
  - Release unused rooms
    Release unused rooms
    Where: Automatic at the cutoff; or release the block
    Who: Property Manager
    Use it
    Rooms not taken by the cutoff go back on sale; releasing the block gives back exactly what it still holds.
    Ref: Group blocks.
  Group blocks (allotments for a group)
  Where: Back Office › Rooms & Rates › Group Blocks
  Who: Front Office, Property Manager
  Use it
  1. Hold rooms for a group and book them against it.
  Ref: Group blocks.
- Holds from the booking website or API
  Holds from the booking website or API
  Where: API v1 hold; Desk › SH Reservation Hold
  Who: Front Office, Property Manager
  Use it
  1. A hold takes rooms for a few minutes while the guest books; expired holds release every five minutes.
  2. To book from a hold at the desk (for example a waitlist offer), name it in the reservation's Hold field.
  Only the hold's owner can confirm it. (Ref: Holds.)
Make a reservation
Where: Front Office › Reservations › New; or the Timeline › New reservation, or drag across free nights on a room lane
Who: Front Office, Property Manager
Set it up
1. Room types, rate plans and board types exist (Setup).
Use it
1. Pick the property, arrival and departure, then add a line per room type with the rate plan, board, number of rooms, adults and children.
2. Read the estimated total with tax, then save as a draft.
3. Submit to confirm: the rooms are sold and one stay per room is created, due in.
Arrival can never be before the business date, and a blacklisted guest cannot be booked.
Change a reservation's dates
Change a reservation's dates
Where: The reservation form, or the stay panel › Change Dates
Who: Front Office, Property Manager
Use it
1. Open Change Dates and pick the new dates.
2. Confirm; the stay is re-priced and the new nights are sold.
Dates on a confirmed reservation are read-only otherwise. If the assigned room is taken on the new nights it is given back with a message.
Cancel a reservation
- Cancel one room of a booking
  Cancel one room of a booking
  Where: Front Desk › Arrivals › the stay › Cancel Room
  Who: Front Office, Property Manager
  Use it
  1. Choose Cancel Room on that stay before check-in; cancelling the last room cancels the whole booking.
- Mark a no-show
  Mark a no-show
  Where: The reservation form
  Who: Front Office, Property Manager
  Use it
  1. Mark the reservation No Show by hand, or let the night audit mark arrivals that did not come.
- Why the plain Cancel is refused
  Why the plain Cancel is refused
  Where: The reservation list › Actions › Cancel
  Who: Front Office, Property Manager
  Use it
  1. Use Actions › Cancel Reservation instead: the list's bulk Cancel and an API cancel would skip the reason and the guest's email.
  An OTA's modification still withdraws the old version quietly, marked Superseded. (Ref: BUG-247.)
Cancel a reservation
Where: The reservation form › Actions › Cancel Reservation
Who: Front Office, Property Manager
Use it
1. Choose Actions › Cancel Reservation.
2. Give the reason; the guest gets the cancellation email.
A guest who has checked in is checked out, not cancelled. The list's bulk Cancel is refused because it would skip the reason and the email. (Ref: BUG-247.)
Move around the Timeline
Move around the Timeline
Where: Timeline
Who: Front Office, Property Manager
Use it
1. Use Earlier, Today and Later, and the 14, 30 or 60 day range.
2. Click a bar to open the stay panel; Open in Desk goes to the form, Back returns to the Timeline.
The property you pick is remembered on every screen until you change it.
Promise a guest a room feature
Promise a guest a room feature
Where: The reservation › Requirements (tick Guaranteed); or the guest profile › Preferences
Who: Front Office, Property Manager
Use it
1. Add the amenity as a requirement and tick Guaranteed.
2. To promise it on every booking, add it to the guest's preferences as Guaranteed.
A room without the promised amenity cannot be assigned or moved to.
Book for a tour operator
- Record the tour's driver-guide
  - Name the driver-guide on a booking
    Name the driver-guide on a booking
    Where: The reservation › Driver-Guide
    Who: Front Office, Property Manager
    Use it
    Enter their name, phone with its country code and the vehicle's plate; the arrivals line reads 'Driver-guide <name> · <plate>'.
    Can be filled after confirmation, as tours often name the driver-guide later. (Ref: CG-1.)
  - Give the driver-guide a room and meals
    Give the driver-guide a room and meals
    Where: The reservation line › Driver-Guide's Room
    Who: Front Office, Property Manager
    Set it up
    Mark a Not online plan Driver-Guide Rate (its board gives breakfast and dinner) and name it on the property or the contract.
    Use it
    Add one line ticked Driver-Guide's Room; it takes the contract's driver-guide plan, else the hotel's, and goes to the operator's folio.
    Ref: CG-2.
  - A driver-guide's data rights shared with Core
    A driver-guide's data rights
    Where: Core › Guest Data Request
    Who: Property Manager
    Use it
    A request by the driver-guide's phone finds the bookings they drove, exports their section, and an erase blanks it.
    Ref: FW-288.
  - Commission on transfers
    Commission on transfers
    Where: Not yet
    Who: Hospitality Accountant
    Use it
    Waits for the accountant's ruling.
    Ref: CG-3.
  Record the tour's driver-guide
  Where: The reservation › Driver-Guide
  Who: Front Office, Property Manager
  Set it up
  1. Mark a Not online rate plan as Driver-Guide Rate and name it on the property (or the contract).
  Use it
  1. Enter the driver-guide's name, phone with its country code, and the vehicle's plate (also after confirmation).
  2. Add a line ticked Driver-Guide's Room on the driver-guide rate for their room and meals.
  Ref: CG-1.
Book for a tour operator
Where: Front Office › Reservations › New, with the contract's rate plan
Who: Front Office, Property Manager
Use it
1. Pick the operator as the customer and the contract's rate plan, and enter the operator's Voucher No.
2. Confirm; a company folio for the operator takes the room and board, and the guest's extras stay on the guest's folio.
3. At check-out the operator's folio is invoiced with the voucher and the contract's payment terms; commission is booked if the contract is commissionable.
A voucher is booked once per operator. A booking over the operator's credit limit is confirmed only by an accountant.
The waitlist (WL-1)
- Add a guest to the waitlist
  Add a guest to the waitlist
  Where: Desk › SH Waitlist Entry › New
  Who: Front Office, Property Manager
  Use it
  1. Enter who, a phone or an email (one is required), the room type or any, the dates or Day Use, rooms, party and a note; it starts Waiting.
  Housekeeping and F&B do not see the list. Entries are deleted 30 days after the date asked for. (Ref: WL-1.)
- See which requests now have a room
  See which requests now have a room
  Where: Front Desk › Requests (Room free)
  Who: Front Office, Property Manager
  Use it
  1. Read the waiting and offered requests; those whose rooms are now free every night come first, marked Room free.
  Ref: WL-2.
- Offer the room
  Offer the room
  Where: The request › Offer
  Who: Front Office, Property Manager
  Use it
  1. Press Offer: the rooms are held four hours while you call the guest; the request shows Offered and when the hold ends.
  Ref: WL-2.
- Book the offered room
  Book the offered room
  Where: Front Office › Reservations › New › Hold
  Who: Front Office, Property Manager
  Use it
  1. Book it by naming the hold on the new reservation; the request reads Booked.
  A hold that runs out puts the request back to Waiting, in its place. (Ref: WL-2.)
- Withdraw a request
  Withdraw a request
  Where: The request › Withdraw
  Who: Front Office, Property Manager
  Use it
  1. Withdraw it; an offered request's rooms are released at once.
  Ref: WL-1.
The waitlist (WL-1)
Where: Front Desk › Requests; Desk › SH Waitlist Entry
Who: Front Office, Property Manager
Use it
1. Keep guests you could not sell a room to, and offer them one when it frees.
Ref: WL-1.
Online check-in before arrival (OC-1)
- Send the online check-in email
  Send the online check-in email
  Where: Automatic, the set number of days before arrival
  Who: Property Manager
  Set it up
  1. Set the template's days before arrival.
  Use it
  1. Load the guest emails; the Online Check-in email goes one per room, each with its stay's own link.
  Ref: OC-4.
- What the guest fills in
  What the guest fills in
  Where: The guest's check-in page
  Who: Guest
  Use it
  1. Arrival time, home address, arrival in Sri Lanka, where they go next, vehicle and the names of the others in the room.
  2. Tick the hotel's terms and type their name.
  The link works until the end of the arrival day, only while the stay is due in; the guest still signs the card at the desk. (Ref: OC-1.)
- The guest gives their ID online
  The guest gives their ID online
  Where: The guest's check-in page › Read ID / Type ID
  Who: Guest
  Use it
  1. When the hotel holds no ID, the guest reads or types it, checked as at the desk; the stay is marked ID Given Online.
  Ref: OC-2.
- Check the online ID at the desk
  Check the online ID at the desk
  Where: The check-in dialog › Seen the Document
  Who: Front Office, Property Manager
  Use it
  1. Compare the document in hand and press Seen the Document; check-in then goes ahead.
  Ref: OC-2.
- See a pre-registered guest at the desk
  See a pre-registered guest at the desk
  Where: Front Desk › Arrivals (Checked In Online); the check-in dialog
  Who: Front Office, Property Manager
  Use it
  1. The arrival reads Checked In Online with their arrival time as ETA; the card prints what they gave, marked 'Pre-registered online'.
  Ref: OC-3.
Online check-in before arrival (OC-1)
Where: The Online Check-in email; the guest's check-in page
Who: Front Office, Property Manager
Use it
1. Let guests give their registration details before they arrive.
Ref: OC-1.
Upgrades and extras before arrival (Add to Your Stay) (UP-1)
- What the guest can ask for
  What the guest can ask for
  Where: The guest's Add to Your Stay page
  Who: Guest
  Use it
  1. A better room at '… a night more', the hotel's activities and transfers for a day and number of people, and early check-in or late check-out when set.
  2. Each choice becomes a front-desk request with the price shown; nothing is booked or charged yet.
  The page works until the end of the arrival day, only while the stay is due in. (Ref: UP-1.)
- Send the guest their link
  Send the guest their link
  Where: The pre-arrival email's 'Upgrades and extras' line
  Who: Property Manager
  Use it
  1. Load the guest emails; a one-room booking's pre-arrival email carries the link.
  A several-room booking gets no line; send each room's link from the stay. (Ref: UP-4.)
- Book an activity the guest chose
  Book an activity the guest chose
  Where: The request › Book It
  Who: Front Office, Property Manager
  Use it
  1. Press Book It and give the start time (for example 16:30); it is booked on the stay and the guest gets the confirmation.
  Ref: UP-2.
- Confirm an upgrade
  Confirm an upgrade
  Where: The request › Confirm Upgrade
  Who: Front Office, Property Manager
  Use it
  1. Press Confirm Upgrade: the room type changes, priced at the booking's own plan, and the guest gets the Booking Modified email.
  Only for a one-room line still due in; never a channel booking, an oversold booking or a group block's room. (Ref: UP-2.)
- Agree early check-in or late check-out
  Agree early check-in or late check-out
  Where: The request › Agree
  Who: Front Office, Property Manager
  Set it up
  1. Set the property's Early Check-in Price and From, and Late Check-out Price and Until.
  Use it
  1. Press Agree: it is charged on the folio, at once if in house, else at check-in.
  Ref: UP-3.
Upgrades and extras before arrival (Add to Your Stay) (UP-1)
Where: The guest's Add to Your Stay page; Front Desk › Requests
Who: Front Office, Property Manager
Use it
1. Let guests ask for a better room, activities and early or late times; the desk confirms.
Ref: UP-1.
Rewards for returning guests (RW-1)
- Set the visit counts
  Set the visit counts
  Where: SH Property › Returning Guest From, Regular Guest From
  Who: Property Manager
  Use it
  1. Set how many visits make a guest Returning (2) and Regular (5).
  Ref: RW-1.
- Sell a returning-guest rate
  Sell a returning-guest rate
  Where: Rate Plans › Who Can Book: Returning or Regular guests, Not online
  Who: Property Manager
  Use it
  1. Pick Returning or Regular guests; a guest without enough visits is refused on it.
  Ref: RW-1.
- See a guest's visits at arrival
  See a guest's visits at arrival
  Where: Front Desk › Arrivals; the check-in dialog
  Who: Front Office
  Use it
  1. Read 'Returning · visit 3' on the arrival and in the check-in dialog.
  Ref: RW-1.
- Give an arrival amenity
  Give an arrival amenity
  Where: SH Property › Returning Guest Amenity, Regular Guest Amenity
  Who: Property Manager, Housekeeping
  Use it
  1. Name what each finds in their room; on arrival day housekeeping gets a High Amenity job in the room, which moves with a room change.
  Ref: RW-2.
Rewards for returning guests (RW-1)
Where: Rate Plans › Who Can Book; SH Property › Returning and Regular Guest From
Who: Property Manager, Front Office
Use it
1. Recognise guests by their visits.
Ref: RW-1.
Guest emails in the guest's language (SM1)
- Set the guest's language
  Set the guest's language
  Where: The guest profile › Language
  Who: Front Office
  Use it
  1. Set it, confirming with the guest; India or China as nationality suggests it.
  Ref: SM1.
- Load the emails in Hindi or Chinese
  Load the emails in Hindi or Chinese
  Where: SH Property › Load Guest Email Templates › pick the language
  Who: Property Manager
  Use it
  1. Load the twelve emails in the language; they arrive switched off for someone who reads it to check with Preview, then switch on.
  Ref: SM2.
- What a guest receives
  What a guest receives
  Where: Automatic sends
  Who: Property Manager
  Use it
  1. The active template in their language, else the English one; the message log records the language.
  Only email is translated; WhatsApp needs a Meta-approved template in the language. (Ref: SM1.)
Guest emails in the guest's language (SM1)
Where: Guest profile › Language; Message Template › Language
Who: Front Office, Property Manager
Use it
1. Send each guest their messages in English, Hindi or Chinese (Simplified).
Ref: SM1.

Folios and payments

Open a guest's bill (folio)
- Post a charge
  Post a charge
  Where: The folio panel or folio form › Post Charge
  Who: Front Office, Property Manager
  Use it
  1. Choose the item, quantity and amount.
  2. Pick the outlet it belongs to (Rooms is first).
  3. Post; it goes to the right folio by the folio's routing rules.
  Refused when it would take the folio over its credit limit; only an accountant can go over.
- Take a payment
  - Take a bank transfer
    Take a bank transfer
    Where: The folio panel › Post Payment › a transfer mode
    Who: Front Office, Property Manager
    Set it up
    Tick Requires Accounting Confirmation on the payment mode (bank transfer modes are ticked on install).
    Use it
    Post the payment and attach the guest's transfer slip or screenshot from the same dialog.
    The payment stays Pending until an accountant confirms it on the Manager desk.
    Check-out waits while a transfer is Pending or Rejected; a rejected one is voided and paid another way.
  - Print a receipt
    Print a receipt
    Where: The folio panel › the payment › Print Receipt
    Who: Front Office, Property Manager
    Set it up
    Set the Front Desk Receipt Printer on the property; with none set nothing prints.
    Use it
    Choose Print Receipt on the payment; later copies go through Print again with a reason.
    A voided payment has no receipt; a payment link sends its own.
  Take a payment
  Where: The folio panel or folio form › Post Payment
  Who: Front Office, Property Manager
  Use it
  1. Pick the payment mode; the amount due is suggested.
  2. Post; a receipt prints if the property has a receipt printer.
- Post an allowance
  Post an allowance
  Where: The folio panel or folio form › Post Allowance
  Who: Hospitality Accountant
  Use it
  1. Enter the amount and the reason, then post; it comes off before tax on the invoice.
  Large allowances wait for an approver (Financial approvals).
- Void a posting
  Void a posting
  Where: The folio panel › the row › Void
  Who: Hospitality Accountant
  Use it
  1. Choose Void on a pending row and give the reason; a linked reversal is written and the original stays visible.
  Only postings not yet in the ledger can be voided, on an open folio. Voiding either half of a transfer undoes the whole transfer.
- Move a charge to another folio
  Move a charge to another folio
  Where: The folio form › Transfer
  Who: Front Office, Property Manager, Hospitality Accountant
  Use it
  1. Choose Transfer on the charge and pick the other folio; a moved charge is voided or moved on from where it now is.
- Settle a folio
  Settle a folio
  Where: The folio panel or folio form › Settle
  Who: Front Office, Property Manager, Hospitality Accountant
  Use it
  1. Settle to issue the invoice; deposits are applied and the invoice's tax lines show on the folio.
  A stay longer than a month gets an invoice at each month end from the night audit.
Open a guest's bill (folio)
Where: Front Desk › In house › Folio; the stay panel › Folio; Front Office › Folios
Who: Front Office, Property Manager, Hospitality Accountant
Set it up
1. Set the property's guest ledger, receivable and allowance accounts.
2. Set up the payment modes (Cash, Credit Card, Bank Transfer) with their accounts.
3. Open a cashier shift before taking cash.
Use it
1. Open the folio panel to see every charge, payment and allowance, the balance and the amount due at check-out with tax.
Take a deposit on a booking
Take a deposit on a booking
Where: The reservation form › Take Deposit
Who: Front Office, Property Manager
Use it
1. Choose Take Deposit, the payment mode and the amount.
2. Post; a deposit receipt prints if a receipt printer is set, and the deposit is used at check-out.
When a booking is cancelled or made cheaper, the part it no longer needs shows as Deposit Released for accounts to refund or apply; a non-refundable booking keeps it all.
Open and close a cashier shift shared with Core
- Verify a closed shift shared with Core
  Verify a closed shift
  Where: The shift's form › Verify (accountant)
  Who: Hospitality Accountant, Property Manager
  Use it
  1. Open the closed shift, check the counts and differences, and Verify.
Open and close a cashier shift
Where: Desk › SH Property › Operations › Open Cashier Shift; the shift's form › Close Shift
Who: Front Office, F&B Outlet
Use it
1. Open the shift with the float in the drawer.
2. At the end, Close Shift and count the cash in the property's currency, then each foreign currency, without seeing what is expected (enter 0 when there is none).
3. Read the close message: the total and one line per currency, with any difference recorded.
An open front-desk shift stops the night audit. Every currency must be counted.
Quote and take money in foreign currencies
- Quote a booking in the guest's currency
  Quote a booking in the guest's currency
  Where: The reservation › Guest Currency
  Who: Front Office, Property Manager
  Use it
  1. Pick the guest's currency; the rate is locked and the total shows in it, tax included.
- Take foreign cash
  Take foreign cash
  Where: The payment dialog › Paid in another currency, Amount tendered
  Who: Front Office, Property Manager
  Use it
  1. Tick Paid in another currency, pick it and enter the amount tendered; the folio is credited its value at the hotel rate.
  A currency without a rate or a cash account is refused.
- Invoice a folio in another currency
  Invoice a folio in another currency
  Where: The folio, or the check-out dialog › Invoice Currency
  Who: Front Office, Property Manager, Hospitality Accountant
  Use it
  1. Change the invoice currency while the folio is open; the rate is locked and the invoice is issued in it.
Quote and take money in foreign currencies
Where: Desk › SH Property › Quote Currencies; Operations › Refresh Exchange Rates
Who: Property Manager, Hospitality Accountant
Set it up
1. A System Manager sets the rate feed in Currency Exchange Settings.
2. Turn on multi-currency invoices against a single party account in Accounts Settings to invoice in a foreign currency.
Use it
1. Add a row per currency with its markup, optional rounding and an optional manual rate.
2. Refresh Exchange Rates to fetch today's rates now (they also refresh daily).
3. Have an accountant set a cash account per currency under Foreign Currency Accounts.
Post restaurant or minibar charges without Surge Restaurant
Post restaurant or minibar charges without Surge Restaurant
Where: Front Desk › the stay › Post charge
Who: Front Office, Property Manager
Use it
1. Pick the item, quantity and outlet; it is priced from the item's selling price.
On a site with Surge Restaurant, outlets put bills on the room from their own tills.
Send a payment link shared with Core
Send a payment link
Where: The reservation › Actions › Send Payment Link; or the folio › Post › Send Payment Link
Who: Front Office, Property Manager
Set it up
1. A System Manager sets up the property's payment gateway in Core.
Use it
1. Open Send Payment Link; the amount owed is suggested and cannot be exceeded.
2. Send it by email or WhatsApp to the guest on file, or copy the link.
3. When the guest pays, the deposit or the folio shows it with the gateway's reference.
A new link cancels the open ones. A guest set to do not contact gets no message: copy the link instead. Refunds are made in the gateway's dashboard.
Give a guest dining credit
- Include dining credit in a package
  Include dining credit in a package
  Where: Back Office › Rooms & Rates › Packages › a component with a Dining Credit amount
  Who: Property Manager
  Use it
  1. Add a component with a Dining Credit amount and no item, per Stay or per Night; the stay is given it once at check-in.
  (Ref: P08-1b.)
- Reconcile dining credit
  Reconcile dining credit
  Where: Reports › SH Dining Credit Reconciliation
  Who: Hospitality Accountant, Property Manager, Night Auditor
  Use it
  1. Run it for the period: given, used, expired and left per stay, and whether each use matches its allowance on the folio.
  (Ref: P08-3.)
- Change dining credit
  Change dining credit
  Where: The reservation panel › Dining Credit › Change Dining Credit
  Who: Hospitality Accountant
  Use it
  1. Enter a positive or negative amount and why.
  It can never go below what has been used. (Ref: P08-1a.)
- How credit is used at an outlet
  How credit is used at an outlet
  Where: Automatic when a bill is charged to the room
  Who: Front Office, F&B Outlet
  Use it
  1. Each line the credit covers is paired with a 'Dining credit' allowance on the outlet, before service charge and tax; the rest stays owing.
  Liquor is left out when excluded; a Company folio's lines do not use the guest's credit. (Ref: P08-2.)
- Give credit back
  Give credit back
  Where: Void the charge or the credit allowance
  Who: Hospitality Accountant
  Use it
  1. Voiding a charge that used credit, or its allowance, gives the credit back once.
  Ref: P08-2.
- Credit at check-out
  Credit at check-out
  Where: The Check Out dialog
  Who: Front Office
  Use it
  1. Read what is left; it expires at check-out and is never paid out.
  Ref: P08-3.
Give a guest dining credit
Where: The reservation panel › Dining Credit › Give Dining Credit
Who: Hospitality Accountant
Set it up
1. Tick Dining Credits on the property.
Use it
1. Enter the amount and why; tick the food and drink outlets it is for (none ticked means every one) and Not for liquor if needed.
2. Bills charged to the room at those outlets use it at once; the panel reads what is left.
3. Use Change Dining Credit to raise or lower it (a negative amount lowers it).
Above the approval threshold it goes to an approver. Credit covers food and drink before service charge and tax, expires at check-out and is never paid out. Front Office, the Night Auditor and the Property Manager can read it. (Ref: P08-1a.)
Deposits by card and by bank slip
- Card deposits from the website shared with Core
  Card deposits from the website
  Where: Automatic: the website's checkout through the property's gateway
  Who: System Manager
  Use it
  1. Enable the property's gateway in Core; the website then offers card.
  2. A paid checkout becomes a Confirmed reservation with Deposit Paid and its Payment Entry carrying the gateway's reference.
  The deposit is the rate plan's, never typed by the site. Money that lands after the hold lapsed is booked if the stay can still be held, else kept as credit with a refund request. (Ref: D125.)
- A guest's bank slip by WhatsApp
  A guest's bank slip by WhatsApp
  Where: Front Desk › Requests (bank slip); the Pending payment
  Who: Front Office, Property Manager
  Use it
  1. A guest's slip photo or PDF raises a front-desk request pointing at it.
  2. When the booking has exactly one Pending payment without a proof, the slip is attached to it as its proof.
  The slip is evidence only: nothing reads an amount off it. Only the payment roles can open it. (Ref: S-D167 row 14.)
- Confirm a slip-backed payment
  Confirm a slip-backed payment
  Where: Manager › Payments to confirm › Confirm / Reject
  Who: Hospitality Accountant
  Use it
  1. Open the payment and its slip, then Confirm or Reject with a note.
  Ref: M34.
- Refund a website payment that did not book
  Refund a website payment that did not book
  Where: Front Office › Requests (High: Refund owed)
  Who: Front Office
  Use it
  1. Refund in the gateway's portal, then Complete the request.
  Ref: S-D33.
Deposits by card and by bank slip
Where: The booking website's checkout; the Guest Inbox and Front Desk requests
Who: Front Office, Property Manager, Hospitality Accountant
Use it
1. How a guest's card deposit from the website and a bank slip sent by WhatsApp reach the booking.
Ref: D125 / row 14.

Housekeeping

See every room's status (the room board)
- Mark a room clean
  Mark a room clean
  Where: Housekeeping › Rooms not ready › Mark Clean; or the room tile
  Who: Housekeeping, Front Office, Property Manager
  Use it
  1. Choose Mark Clean on the room; it can then be inspected or sold.
  Statuses move in order: a dirty room cannot jump straight to Inspected.
See every room's status (the room board)
Where: Launcher › Housekeeping
Who: Housekeeping, Front Office, Property Manager
Use it
1. Open Housekeeping: every room is a tile by floor, coloured by status (Inspected, Clean, Dirty, Out of order) with a dot for occupied, arriving or vacant.
2. Tap a tile for its actions: Mark Clean or Mark Inspected, Start or Done, Found occupied, Found vacant, Open.
Work my jobs (attendant)
- See my rooms in walking order
  See my rooms in walking order
  Where: Housekeeping › My jobs (on a phone)
  Who: Housekeeping
  Use it
  1. Read your rooms floor then room number; Do Not Disturb rooms wait at the end.
  2. Each card: room, kind of job, guest today (Arriving today, In house, Left today) and a chip (To Do, Cleaning, Done, Do Not Disturb, Re-clean).
  Ref: HK-M1.
- Start and finish a job
  Start and finish a job
  Where: My jobs › Start, then Done
  Who: Housekeeping
  Use it
  1. Press Start, work the checklist, press Done; More › Done with a Note adds a note.
  Start refuses another attendant's job and an out-of-order room. (Ref: HK-M1.)
- Tick the checklist
  Tick the checklist
  Where: My jobs › the card's lines
  Who: Housekeeping
  Use it
  1. Tick each line as you go; each tick saves at once with who and when.
  2. Done waits for every required line.
  Ref: HK-M2.
- Do Not Disturb
  Do Not Disturb
  Where: My jobs › the card › More › Do Not Disturb
  Who: Housekeeping
  Set it up
  1. Set the property's Do Not Disturb: Try Again After hours and Tell the Front Desk At time.
  Use it
  1. Choose Do Not Disturb; the room moves to the end with a 'try at' time, and the front desk is told if the sign is still on at the set hour.
  (Ref: HK-M1.)
- Guest refused service
  Guest refused service
  Where: My jobs › the card › More › Guest Refused Service
  Who: Housekeeping
  Use it
  1. Confirm; today's job closes as Refused and the front desk is told. Tomorrow's job is made as usual.
  (Ref: HK-M1.)
- Bed not used
  Bed not used
  Where: My jobs › the card › More › Bed Not Used
  Who: Housekeeping
  Use it
  1. Choose Bed Not Used; the front desk is asked to check the stay, and the job stays open.
  (Ref: HK-M1.)
- Add a photo to a job
  Add a photo to a job
  Where: My jobs › the card › Add Photo
  Who: Housekeeping
  Use it
  1. Take a photo with the phone's back camera (or pick a file on a desktop) and add a note of what it shows.
  (Ref: S-D150 row 7.)
- Report a room found occupied or vacant
  Report a room found occupied or vacant
  Where: My jobs or the room tile › Found occupied / Found vacant
  Who: Housekeeping
  Use it
  1. Choose what you found; if it does not match the system, the front desk gets an urgent discrepancy to resolve.
- Log a lost item
  Log a lost item
  Where: My jobs › the card › Found Item; or Desk › SH Lost Item (found outside a room)
  Who: Housekeeping
  Use it
  1. Describe what was found and where; the room's stay and guest are filled in so the desk knows whom to call.
  Money, jewellery, documents and electronics are marked valuable. Items are held 90 days. (Ref: S-D150 row 8.)
Work my jobs (attendant)
Where: Housekeeping › My jobs
Who: Housekeeping
Use it
1. Walk your rooms in the order listed (floor, then room).
2. Press Start, follow the checklist ticks, then Done (More › Done with a Note to add a note).
Ref: HK-M1.
Take an unassigned job
Take an unassigned job
Where: Housekeeping › Unassigned › Take
Who: Housekeeping
Use it
1. Choose Take on a job nobody has; it moves to your jobs.
Hand out rooms (assignment board)
- Assign a floor
  Assign a floor
  Where: Assignment board › Assign Floor
  Who: Property Manager, Housekeeping
  Use it
  1. Pick an attendant, then Assign Floor: every job still to do on that floor goes to them.
  Ref: HK-M4.
- Assign ticked rooms
  Assign ticked rooms
  Where: Assignment board › Assign Rooms Ticked
  Who: Property Manager, Housekeeping
  Use it
  1. Tick rooms, pick an attendant, Assign Rooms Ticked.
  Ref: HK-M4.
- Set the cleaning credits
  Set the cleaning credits
  Where: SH Property › Credits per kind of clean
  Who: Property Manager
  Use it
  1. Set credits for a departure clean (1), stayover (0.5), deep clean (2) and turndown (0.25).
  Ref: HK-M4.
Hand out rooms (assignment board)
Where: Housekeeping › Assignment board
Who: Property Manager, Housekeeping
Set it up
1. Tick Supervises Housekeeping on the supervisor's staff record.
2. Set the property's credits per kind of clean (departure 1, stayover 0.5, deep clean 2, turndown 0.25 by default).
Use it
1. Read the day's open jobs by floor and each attendant's credits.
2. Pick an attendant, then Assign Floor or tick rooms and Assign Rooms Ticked; the jobs go to their phone and WhatsApp.
Only a Property Manager or a housekeeping supervisor hands out rooms; a job under way stays with its attendant. (Ref: HK-M4.)
Inspect a cleaned room
- Send a room back for a re-clean
  Send a room back for a re-clean
  Where: Waiting for inspection › Re-clean
  Who: Property Manager, Housekeeping
  Use it
  1. Press Re-clean and say what needs doing again; the job returns to its attendant To Do, the checklist unticked, the room Dirty.
  Ref: HK-M3.
Inspect a cleaned room
Where: Housekeeping › Waiting for inspection
Who: Housekeeping, Property Manager
Use it
1. Open the room and read the attendant's ticked checklist.
2. Press Inspected, or Re-clean with what needs doing again; the job goes back to the attendant.
Re-clean is for the Property Manager or a housekeeping supervisor. (Ref: HK-M3.)
Set up cleaning checklists
Set up cleaning checklists
Where: Desk › SH Housekeeping Checklist; Load the Starting Set
Who: Property Manager
Use it
1. Load the Starting Set for a departure clean, a stayover and a turndown, or create a checklist per kind of job.
2. List its lines in the order the attendant sees them and mark each Required or not.
Done waits for every required line. A job keeps the checklist it started with. (Ref: HK-M2.)
Handle lost and found
Handle lost and found
Where: Housekeeping › Lost and found
Who: Housekeeping, Property Manager
Use it
1. Return an item: say who it went back to and how they proved it.
2. Dispose of an item once its time is up: say how (charity, destroyed, the police).
A valuable item, or one disposed of early, needs a Property Manager.
Report and fix a maintenance problem
Report and fix a maintenance problem
Where: Desk › SH Maintenance Request › New; Housekeeping › Maintenance
Who: Housekeeping, Maintenance, Front Office, Property Manager
Use it
1. Raise a request for the room; tick 'takes room out' and give the Out of Order Until date if it cannot be sold.
2. On the Maintenance list, Take the ticket, Start, add a photo, then Resolve with a note of what was done.
A room taken out is off sale for those dates and comes back Dirty; refused if that night is already sold out.
Keep working when the internet is down
- Handle a change refused after an outage (Not done) shared with Core
  Handle a change refused after an outage (Not done)
  Where: Front Desk or Manager › Not done (changes refused when they sent)
  Who: Front Office, Property Manager, Hospitality Accountant
  Use it
  1. Read what was pressed, by whom and why it was refused, put it right, then Mark Handled with an optional note.
  Unhandled ones go to each Property Manager as a to-do at the night audit; the audit still runs.
Keep working when the internet is down
Where: On the tablet: the /sh/pms/ page
Who: Housekeeping, Front Office, Property Manager
Use it
1. Open the page on the tablet once, sign in and name the device.
2. During an outage, work as usual: a press that may wait shows Waiting to send, and is sent once the network is back.
3. Anything that needs the network (check-in, payments, out of order, decline, cancel) is refused offline.

Rates

Set up a rate plan
- Make a plan that follows another (derived)
  Make a plan that follows another (derived)
  Where: Back Office › Rooms & Rates › Rate Plans › the plan › Parent and derivation
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the parent plan and a percent or amount off (or on).
  2. Leave a rate blank to take the parent's; tick No Single Occupancy Rate, No Extra Adult Charge or No Extra Child Charge to charge nothing.
  3. Read the hint beside each field: it shows the figure it inherits.
  Typing 0 does not mean free on a derived plan; use the No … tick. A derived plan's base rate always comes from the parent where the parent has one; change one room type's price on the rate calendar instead.
- Give one adult with children the single rate
  Give one adult with children the single rate
  Where: The reservation line › Apply Single Occupancy
  Who: Property Manager
  Use it
  1. Tick Apply Single Occupancy on the line; the children's board and extra child rate are still charged, and the line records who ticked it.
  Refused for two or more adults, and only a Property Manager may tick it.
- Sell a plan to returning or regular guests only
  Sell a plan to returning or regular guests only
  Where: Back Office › Rooms & Rates › Rate Plans › Who Can Book
  Who: Property Manager
  Use it
  1. Set the property's Returning Guest From and Regular Guest From visit counts (2 and 5 by default).
  2. Set the plan's Who Can Book to Returning guests or Regular guests and its visibility to Not online.
  A guest without enough visits is refused on that plan; arrivals show 'Returning · visit 3'.
- Sell a plan to residents or foreign guests
  Sell a plan to residents or foreign guests
  Where: Back Office › Rooms & Rates › Rate Plans › Who Can Book
  Who: Property Manager
  Use it
  1. Set Who Can Book to Sri Lankan residents or Foreign guests; the desk checks the guest's ID at check-in.
  The booking is never refused for this; the reservation gets a note when the ID on file does not match.
- Set up packages
  Set up packages
  Where: Back Office › Rooms & Rates › Packages
  Who: Property Manager
  Use it
  1. Create the package and list its priced components (a dinner, a tour, a treatment) and who each is per.
Set up a rate plan
Where: Back Office › Rooms & Rates › Rate Plans › New
Who: Property Manager, Hospitality Accountant
Use it
1. Name the plan, choose its board type and whether it is refundable.
2. Add a row per room type with the base rate, and the single occupancy, extra adult and extra child rates.
3. Choose Who Can Book and the Online Visibility (Public, With code, Not online).
Front Office can read rate plans but not change them.
Change rates on the rate grid
- Change one date
  Change one date
  Where: Rates › click a cell
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Click the room type's cell on that date.
  2. Enter the rate, minimum or maximum stay, closed to arrival or departure or stop sell, or tick Remove to clear the override.
  3. Save this date; only that cell changes.
- Change many dates at once
  Change many dates at once
  Where: Rates › Bulk update
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Tick the room types, then set the date range (or pick a Season) and the weekdays.
  2. Enter the rate and the restrictions, each as No change, Yes or No.
  3. Preview to see every cell that will change, then Apply.
  Setting a restriction to No reopens the dates without touching their prices.
- Upload rates from a spreadsheet
  Upload rates from a spreadsheet
  Where: Rates › Template, then Upload CSV
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Download the Template for the plan and dates on screen.
  2. Edit it in a spreadsheet: one row per room type and date.
  3. Upload CSV; read the preview and the errors with their row numbers, then Apply.
  A blank value clears that part of the override; at most 400 days per file.
Change rates on the rate grid
Where: Launcher › Rates (the rate grid)
Who: Property Manager, Hospitality Accountant
Use it
1. Pick the property and the rate plan; the grid shows each room type's price per date, weekends shaded, today in red and overrides ringed.
Set up seasons
Set up seasons
Where: Desk › SH Season
Who: Property Manager
Use it
1. Add a season with its name, dates and level (Peak, High, Shoulder, Low); seasons may not overlap.
2. Or use Load a Coast's Seasons for a year's default West/South or East coast seasons, then edit them.
3. On the rate grid, Bulk update › Season fills the dates for you.
A season prices nothing by itself; it marks the grid and fills dates.
Set a rate plan's deposit, cancellation and no-show terms
- See what a booking owes and until when it is free
  See what a booking owes and until when it is free
  Where: The reservation › Deposit Required, Free Cancellation Until
  Who: Front Office, Property Manager
  Use it
  1. Read Deposit Required and Free Cancellation Until on the booking; empty means it can be cancelled free at any time.
Set a rate plan's deposit, cancellation and no-show terms
Where: Back Office › Rooms & Rates › Rate Plans › the plan › Deposit and Cancellation
Who: Property Manager
Use it
1. Choose the Deposit Rule (None, Percent, First Night or Full Stay), the percent, and when it is due (at booking or days before arrival).
2. Set Free Cancellation Days: free until check-in time that many days before arrival, non-refundable after.
3. Choose the No-show Charge: None, First Night or Full Stay.
The terms are copied onto each booking, so a later change never alters what a guest agreed to. A no-show charge posts to the booking's master folio; channel bookings are left to their channel.
Set up a tour-operator contract
- Hold rooms for an operator (allotment)
  Hold rooms for an operator (allotment)
  Where: The contract › Allotments
  Who: Property Manager
  Use it
  1. Add rows of room type, dates, rooms and release days; an Active contract holds them, and the night audit releases unsold rooms inside the release window.
  To change a held row, remove it and add a new one.
- Close nights to an operator (stop sale)
  Close nights to an operator (stop sale)
  Where: The contract › Stop Sales
  Who: Property Manager
  Use it
  1. Add the nights and the reason; new bookings on them are refused and the contract's contact is emailed once.
- Set up a corporate rate
  Set up a corporate rate
  Where: Desk › SH Agent Contract › Contract Type Corporate
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Choose Contract Type Corporate and the company; give it a Not online rate plan, often derived from BAR.
  No allotment, no voucher, always net; the company's folio takes the room and board.
Set up a tour-operator contract
Where: Desk › SH Agent Contract › New
Who: Property Manager, Hospitality Accountant
Use it
1. Pick the operator (a customer), the contract's name, dates and status.
2. Set the terms: net or commissionable (with the commission), voucher required, free sale, release days, payment terms, credit limit, contact email, cancellation and no-show terms.
3. Add the contract's seasons, and make its rate plans Not online with Agent Contract set; price them on the rate calendar.
A contract's rate is booked only for its operator, while Active and inside its dates. A credit limit above the approval threshold goes to an approver.
Act on rate hints
- Raise hints
  Raise hints
  Where: Rates › ▲ raise under a date
  Who: Property Manager, Hospitality Accountant
  Use it
  1. A night forecast at or above the raise level and pacing ahead, or a holiday or long weekend pacing ahead, shows ▲ raise with its reason.
  Ref: RH1.
- Lower hints
  Lower hints
  Where: Rates › ▼ lower; Manager › Rate hints
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Inside the lowering window, a night forecast below the lower level and pacing behind shows lower with its reason.
  Ref: RH1.
Act on rate hints
Where: Rates (▲ raise / ▼ lower under a date); Manager › Rate hints
Who: Property Manager, Hospitality Accountant
Set it up
1. Set Suggest Raising At, Suggest Lowering Below and the Lowering Window under Rate Hints on the property.
Use it
1. Read the hint and its sentence (forecast, rooms on the books, pickup, the occasion, last year); change the price yourself if you agree.
A hint never changes a price. (Ref: RH1.)

Night audit and figures

Run the night audit
- Clear what blocks the audit
  Clear what blocks the audit
  Where: Manager › the night audit card
  Who: Night Auditor, Property Manager
  Use it
  1. Close open front-desk cashier shifts, decide pending approvals, have outlets settle bills put on rooms, and check out day and timed guests past their time.
  Ref: Preflight.
- The audit's steps
  The audit's steps
  Where: Manager › Run audit › the run's steps
  Who: Night Auditor, Property Manager
  Use it
  1. Preflight, no-shows, room charges, statutory taxes, revenue recognition, month-end invoices for long stays, statistics, roll the business date, prepare tomorrow.
  Each step runs once; a stopped audit resumes where it stopped. (Ref: Night audit.)
- When the audit is overdue
  When the audit is overdue
  Where: The app bar's business date chip
  Who: Night Auditor, Property Manager, Front Office
  Use it
  1. An orange 'night audit due' chip means the date has not rolled; the Manager screen names what blocks it, and it retries hourly once cleared.
  Ref: Night audit.
- Month-end invoices for long stays
  Month-end invoices for long stays
  Where: Automatic on a month's last day
  Who: Hospitality Accountant
  Use it
  1. A stay longer than a month gets an invoice for what was served each month end; check-out invoices the last period.
  Ref: PMS-IRD-1c.
- Read the audit's daily statistics
  Read the audit's daily statistics
  Where: Desk › SH Daily Statistics
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Rooms available and sold, revenue net of allowances, ADR and RevPAR over audited days, day use and timed stays apart.
  Ref: PMS-52.
Run the night audit
Where: Manager › Run audit (the night audit chip in the header)
Who: Night Auditor, Property Manager
Set it up
1. Set the property's business date, cutoff time and revenue recognition (On Departure or Nightly Accrual).
2. Set the guest ledger account, statutory levies and the flash report recipients.
Use it
1. Clear what blocks it: open front-desk cashier shifts, pending approvals, open restaurant bills on rooms, day and timed guests still in after their time. The Manager desk names each one.
2. Press Run audit; the steps run in order: no-shows, room charges, taxes, revenue, month-end invoices for long stays, statistics, then the business date rolls and tomorrow is prepared.
3. Read the result; the flash report is emailed if set up.
A day's audit never runs twice; a stopped audit carries on from where it stopped. While it is overdue the app bar shows the business date in orange with 'night audit due'.
Read the manager's flash report
Read the manager's flash report
Where: Reports › SH Manager Flash; Manager › Email flash
Who: Property Manager, Hospitality Accountant, Night Auditor
Use it
1. Open the flash for today, month to date, year to date and last year: occupancy, ADR, RevPAR, revenue by outlet, day uses and timed stays.
See pickup and pace
See pickup and pace
Where: Reports › SH Pickup and Pace
Who: Property Manager, Hospitality Accountant
Use it
1. Compare what is on the books now with N days ago and last year.
Check the PMS against the ledger
Check the PMS against the ledger
Where: Reports › SH PMS to GL Reconciliation
Who: Hospitality Accountant
Use it
1. Run it for the dates; the variance must be zero.
See outstanding balances
See outstanding balances
Where: Reports › SH Outstanding Balances
Who: Hospitality Accountant, Property Manager
Use it
1. Run it to list folios that still owe.
Print the in-house list (roll call)
Print the in-house list (roll call)
Where: Reports › SH In-House List
Who: Front Office, Property Manager
Use it
1. Run it for everyone in house now, infants included, for an emergency roll call.
See revenue by outlet, restaurant included
See revenue by outlet, restaurant included
Where: Reports › SH Revenue by Outlet; Manager › Outlets Today
Who: Property Manager, Hospitality Accountant
Use it
1. Run it for the dates: Paid at the Outlet, Charged to Rooms, On Guest Folios, Combined and whether the day is still open.
2. Read Covered by the Meal Plan, which is at menu price and never revenue.
3. Export from the report screen so the file opens with its basis line.
Needs Surge Restaurant on the site for the outlet columns. A background export has no basis line.
Read meal plan and dining credit use
Read meal plan and dining credit use
Where: Manager › Meal Plan Today; Manager › Dining Credit This Month
Who: Property Manager
Use it
1. Read covers used of covers included today, and dining credit given, used and expired this month.
Open the guest register for an inspector
Open the guest register for an inspector
Where: Reports › SH Guest Register
Who: Property Manager, System Manager
Use it
1. Pick the property and a period (a year at most), then read, print or export every stay in house in it with the documents in full and links to signed cards.
Only Property Managers and System Managers can open it, and every run is logged.

Manager

Approve voids, refunds and allowances
- Name the approvers and threshold
  Name the approvers and threshold
  Where: Desk › SH Property › Approval Threshold, Financial Approvers
  Who: Property Manager, System Manager
  Use it
  1. Set the threshold (0 means none) and name at least two approvers.
  Ref: Approvals.
- Request an approval
  Request an approval
  Where: Post Allowance / Void / Dining Credit above the threshold
  Who: Hospitality Accountant, Front Office
  Use it
  1. Post as usual; above the threshold it becomes a Pending request and approvers are told.
  Nobody approves their own request. (Ref: Approvals.)
- Decide on WhatsApp
  Decide on WhatsApp
  Where: The approver's WhatsApp › Approve / Reject
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Tap Approve or Reject from your own number on the property's channel.
  Ref: PMS-S8.
Approve voids, refunds and allowances
Where: Launcher › Manager › Financial approvals; or the WhatsApp Approve / Reject buttons
Who: Property Manager, Hospitality Accountant
Set it up
1. Set the property's approval threshold (0 means the accountant acts directly).
2. Name at least two Financial Approvers on the property, since nobody approves their own request.
Use it
1. Open the pending request and read what it asks.
2. Approve to carry out exactly that action, or Reject to change nothing.
The night audit will not run while a request is pending. On WhatsApp only an approver named on the property can decide, from their own number.
Read the Manager desk
Read the Manager desk
Where: Launcher › Manager
Who: Property Manager, Night Auditor, Hospitality Accountant
Use it
1. Read the KPI tiles: occupancy, arrivals, departures, in house, open requests, issues, revenue and ADR month to date, pickup, backlog, transfers without a driver.
2. Work Issues first, then Payments to confirm and Financial approvals.
3. Use Run audit, Repair inventory and Email flash in the header.
Confirm or reject a bank transfer
Confirm or reject a bank transfer
Where: Manager › Payments to confirm
Who: Hospitality Accountant
Use it
1. Open the payment and its slip.
2. Confirm, or Reject with a note; a rejection tells whoever posted it to void the payment and take another.
Keep licences and gradings up to date
Keep licences and gradings up to date
Where: Desk › SH Property Licence; Manager › Licences due
Who: Property Manager
Use it
1. Add each licence, certificate or grading with its number, issuer, dates and a scan.
2. Watch Licences due on the Manager desk: expired in red, ending within 60 days in orange.
Accountants can read them.
See long weekends coming
See long weekends coming
Where: Manager › Long weekends ahead
Who: Property Manager
Use it
1. Read the long weekends in the next 120 days, their holidays and bridge days, and how much is already sold.
Read the owner view shared with Core
Read the owner view
Where: Core › Owner view
Who: Property Manager, Owner
Use it
1. Open the owner view; its occupancy, ADR and revenue come from the night audit's figures, so they match the flash and the revenue summary.

Reports

Front office and night audit reports
- Every posting of a day
  Every posting of a day
  Where: Launcher › Reports › SH Transaction Report
  Who: Hospitality Accountant, Night Auditor, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: every posting, voids included, with who posted it, the mode, the shift and totals by type.
- Cashier shifts
  Cashier shifts
  Where: Launcher › Reports › SH Cashier Report
  Who: Hospitality Accountant, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: each shift's cash, card, other, refunds and POS sales, declared against system cash, and the difference.
- Guest ledger balance
  Guest ledger balance
  Where: Launcher › Reports › SH Guest Ledger Balance
  Who: Hospitality Accountant
  Use it
  1. Pick the property and the date or range, then run it: every folio's opening, charges, payments, adjustments and closing; on today's date it says whether it ties.
- Taxes and levies
  Taxes and levies
  Where: Launcher › Reports › SH Tax Report
  Who: Hospitality Accountant
  Use it
  1. Pick the property and the date or range, then run it: taxes and levies per day by account, with levies totalled apart.
- Allowances, voids and refunds
  Allowances, voids and refunds
  Where: Launcher › Reports › SH Adjustment Report
  Who: Hospitality Accountant, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: each with its reason, who posted it and its approval.
- Arrivals
  Arrivals
  Where: Launcher › Reports › SH Arrivals
  Who: Front Office, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: the day's arrivals with VIP tier, plan, party, nights, source, deposit, amount due, requirements and requests.
- Departures
  Departures
  Where: Launcher › Reports › SH Departures
  Who: Front Office, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: the day's departures with balance, invoice currency, folios and any departure transfer.
- Guest notes
  Guest notes
  Where: Launcher › Reports › SH Notes Report
  Who: Front Office, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: every request, requirement, preference, VIP and do-not-contact for arriving and in-house guests.
- Housekeeping board
  Housekeeping board
  Where: Launcher › Reports › SH Housekeeping Board
  Who: Housekeeping, Front Office, Property Manager
  Use it
  1. Pick the property and the date or range, then run it: every room's housekeeping and occupancy status.
- Print the daily report pack
  Print the daily report pack
  Where: The night audit run › View; or Desk › SH Property › Operations
  Who: Night Auditor, Property Manager, Hospitality Accountant
  Use it
  1. Open the pack for the date: one landscape PDF with the flash, transactions, cashier shifts, guest ledger, taxes, adjustments, arrivals, departures and notes.
Front office and night audit reports
Where: Launcher › Reports
Who: Front Office, Property Manager, Hospitality Accountant, Night Auditor
Use it
1. Open Reports on the launcher; you see the reports your role may run, in their groups.
Revenue reports
- Revenue summary
  Revenue summary
  Where: Launcher › Reports › SH Revenue Summary
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the property and the date or range, then run it: net charges by date, outlet and item group with allowances.
- Market segmentation
  Market segmentation
  Where: Launcher › Reports › SH Market Segmentation
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: room nights, revenue, ADR and share by source and channel.
- Channel analysis
  Channel analysis
  Where: Launcher › Reports › SH Channel Analysis
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: bookings by channel with cancellations, no-shows, value, lead time, length of stay and oversells.
- Booking trend
  Booking trend
  Where: Launcher › Reports › SH Booking Trend
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: bookings by the day, week or month they were made, lead-time mix and cancellation rate.
- Length of stay
  Length of stay
  Where: Launcher › Reports › SH Length of Stay
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: how long a period's arrivals stay, by room type and source.
- Forecast
  Forecast
  Where: Launcher › Reports › SH Forecast
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: rooms and revenue on the books for the next days plus the usual pickup from the same lead time.
Revenue reports
Where: Launcher › Reports
Who: Property Manager, Hospitality Accountant
Use it
1. Open Reports and pick a revenue report.
Guest experience reports
- Complaints and how they were resolved
  Complaints and how they were resolved
  Where: Launcher › Reports › SH Complaints and Resolution
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: issues with response and resolution times.
- Special requests fulfilled
  Special requests fulfilled
  Where: Launcher › Reports › SH Special Requests Fulfilment
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: requests by type raised, done, rejected and open, with the fulfilment rate.
- Repeat guests
  Repeat guests
  Where: Launcher › Reports › SH Repeat Guests
  Who: Property Manager
  Use it
  1. Pick the property and the date or range, then run it: returning guests among a period's departures, their value and the repeat share.
Guest experience reports
Where: Launcher › Reports
Who: Property Manager, Front Office
Use it
1. Open Reports and pick a guest experience report.
Hotel profit and loss
- Map accounts to the hotel P&L
  Map accounts to the hotel P&L
  Where: Desk › SH USALI Line; Load a Starting Map
  Who: Hospitality Accountant
  Use it
  1. Press Load a Starting Map to have lines proposed from your account names.
  2. Check each line's department and line, split shared accounts by outlet type, and tick Confirmed.
  Only confirmed lines count in the P&L.
Hotel profit and loss
Where: Night Audit › Reports › Hotel P&L (SH Hotel Profit and Loss)
Who: Hospitality Accountant, Property Manager, Owner
Set it up
1. The Hospitality Accountant maps accounts to P&L lines (below) and ticks each Confirmed.
Use it
1. Pick the property and the To date; read month and year to date by department, undistributed expenses and gross operating profit, with Occupancy, ADR, RevPAR and GOPPAR cards.
2. Click an account's figure to see its entries; read Not mapped for accounts without a confirmed line.
3. Press PDF for the Owner for a one-page copy.
Agent reports
- Agent vouchers
  Agent vouchers
  Where: Launcher › Reports › SH Agent Vouchers
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the property and the date or range, then run it: each voucher arriving with its booking, what the operator's folio charged, the invoice and what is still owed.
- Production by agent
  Production by agent
  Where: Launcher › Reports › SH Production by Agent
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the property and the date or range, then run it: bookings, room nights, room revenue and ADR per operator and contract, with cancellations and no-shows.
- Allotment use
  Allotment use
  Where: Launcher › Reports › SH Allotment Utilisation
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the property and the date or range, then run it: room-nights allotted, sold, released and still held per allotment row.
Agent reports
Where: Launcher › Reports
Who: Property Manager, Hospitality Accountant
Use it
1. Open Reports and pick an agent report.

Guests

Keep a guest profile
- See a guest's ID number
  See a guest's ID number
  Where: The guest profile › Reveal ID Number
  Who: Front Office
  Use it
  1. Choose Reveal ID Number; the number shows and the look is logged.
  Managers see it directly.
- Merge two profiles of one person
  Merge two profiles of one person
  Where: The guest profile › Merge Into
  Who: Property Manager
  Use it
  1. Choose Merge Into and the profile to keep; reservations, stays, preferences and counts move over and the copy is deleted.
- Erase a guest's personal data
  Erase a guest's personal data
  Where: The guest profile › Erase Personal Data
  Who: Property Manager
  Use it
  1. Choose Erase Personal Data; name, contact, ID, nationality, preferences and notes are cleared and the guest is set to do not contact.
  Refused while a stay is live. Stays and invoices stay linked; the signed registration card is kept for its period.
- Blacklist a guest
  Blacklist a guest
  Where: The guest profile › Blacklisted
  Who: Property Manager
  Use it
  1. Tick Blacklisted with the reason; the guest can no longer be booked.
  Ref: Guests.
- Set a VIP tier
  Set a VIP tier
  Where: The guest profile › VIP Tier
  Who: Front Office, Property Manager
  Use it
  1. Pick the tier; it shows on arrivals, the notes report and the guest panel.
  Ref: Guests.
- Set do not contact
  Set do not contact
  Where: The guest profile › Do Not Contact
  Who: Front Office, Property Manager
  Use it
  1. Tick it to stop every automated message and survey.
  Ref: Guests.
- Read a guest's history
  Read a guest's history
  Where: The guest profile › Reservations; the guest panel
  Who: Front Office, Property Manager
  Use it
  1. See their stays, stay count, last stay and lifetime value.
  Ref: Guests.
Keep a guest profile
Where: Front Office › Guests
Who: Front Office, Property Manager
Use it
1. Open or create the profile: name, contact (phones with their country code, such as +94), nationality and VIP tier.
2. Add preferences: type, value, an optional amenity and Guaranteed.
3. Read the stay count, last stay and lifetime value, updated at check-out.
The guest panel on reservations, stays and folios shows blacklist, VIP tier, stays, value and preferences.
Answer a guest data request shared with Core
Answer a guest data request
Where: Core › Guest Data Request (Find, Export, Erase)
Who: Property Manager
Use it
1. Find the guest by email, phone or name; their reservations, stays, folios, documents, feedback, messages and requests are listed.
2. Export what the hotel holds about them (without staff notes).
3. Erase, if asked: personal data is cleared everywhere; what the law or the books need is kept and listed.
Send a guest a message
Send a guest a message
Where: The reservation or stay form › Send Message
Who: Front Office, Property Manager
Use it
1. Choose Send Message and pick the template.
2. Read the preview as the guest will see it.
3. Send; every attempt is logged in Guest Messages.
A guest set to do not contact gets no automatic messages. A booking with no guest emails the booker; nothing goes by WhatsApp.
Set up the guest emails
- Write your own template
  Write your own template
  Where: Desk › SH Message Template › New
  Who: Property Manager
  Use it
  1. Pick the property, the event, the channel (Email, WhatsApp or Both) and the language.
  2. Write the body with the placeholders for the guest, booking and hotel.
  3. Use Preview with a sample guest or a booking before switching it on.
  A template that tries to read a guest's ID or call system functions is refused when saved. A WhatsApp message the hotel starts needs Meta's approved template name.
- Send guests emails in Hindi or Chinese
  Send guests emails in Hindi or Chinese
  Where: Load Guest Email Templates › pick Hindi or Chinese (Simplified); the guest profile › Language
  Who: Property Manager, Front Office
  Use it
  1. Load the twelve emails in the language; they arrive switched off as drafts.
  2. Have someone who reads the language check each with Preview, then switch it on.
  3. Set the guest's Language on their profile (India or China as nationality suggests it).
  A guest without a template in their language gets the English one.
Set up the guest emails
Where: Desk › SH Property › Guest Emails › Load Guest Email Templates
Who: Property Manager
Set it up
1. An outgoing email account exists.
2. The property's brand and contact details are filled in.
Use it
1. Load the twelve standard emails (booking confirmation, modified, cancellation, pre-arrival, online check-in, welcome, payment receipt, payment failed, check-out reminder, folio invoice, post-stay review, no-show).
2. Edit any template's words; loading again keeps your edits unless you choose Overwrite.
Only one template per event, language and channel can be on at a time.
Answer guests in the Guest Inbox shared with Core
Answer guests in the Guest Inbox
Where: Launcher › Guest Inbox
Who: Front Office, Property Manager
Use it
1. Open the conversation; beside it read who the guest is: stay stage, room, dates, reservation, party, where it was booked and the folio balance.
2. Reply in the conversation.
3. Use Make a Front Office Request to turn the guest's last message into a request linked to their stay and room.
A number the hotel does not know lands here too; stay details show only to someone who may read the stay.
Collect guest feedback
- Follow up guests who asked to be contacted
  Follow up guests who asked to be contacted
  Where: Reports › SH Survey Responses
  Who: Front Office, Property Manager
  Use it
  1. Open the responses awaiting follow-up, call the guest, and record the follow-up on the feedback record.
- Read satisfaction and NPS
  Read satisfaction and NPS
  Where: Reports › SH Guest Satisfaction, SH NPS Report, SH Online Reviews, SH Engagement Metrics
  Who: Property Manager
  Use it
  1. Run the reports for response rates, average scores, would-return share, NPS by source, reviews by platform, and messages sent.
Collect guest feedback
Where: Automatic at check-out (the Thank You message); Desk › SH Guest Feedback
Who: Front Office, Property Manager
Set it up
1. Set Feedback Survey Valid (days) on the property (14 by default, 0 turns surveys off).
2. Keep the feedback link in the Thank You template.
Use it
1. At check-out the guest's Thank You message carries a two-minute survey link (recommend 0 to 10, six ratings, a comment).
2. Record phone, paper or online-review feedback on a new feedback record with its source.
3. Copy Survey Link on a sent record to resend it by hand.
Guests set to do not contact get no survey; a link can be answered once.

Activities and transfers

Set up an activity or transfer
Set up an activity or transfer
Where: Desk › SH Activity › New
Who: Property Manager
Set it up
1. Create an Activities and a Transport outlet.
2. Give each activity an item with a selling price.
3. Add vehicles as bookable resources of type Vehicle.
Use it
1. Choose the kind (Activity or Transfer), pricing per person or per booking, and the supplier (own or third party, with its cost).
2. Set the schedule: fixed departures (days, time, seats) or on demand (maximum people per booking), the duration and meeting point.
3. Choose when it is charged (at booking or on completion) and an optional default vehicle.
Book an activity or transfer for a guest
- Run today's transfers and activities
  Run today's transfers and activities
  Where: Front Desk › Transfers and activities today
  Who: Front Office, Property Manager
  Use it
  1. Use Confirm, Assign to Me, Start, Complete, No Show (once started) or Cancel on each row.
- Assign a driver
  Assign a driver
  Where: Front Desk › Needs attention › Assign Driver; or the booking
  Who: Front Office, Property Manager
  Use it
  1. Pick the driver; the job goes to their WhatsApp, where they reply Done or Issue.
- Cancel a service or mark a no-show
  Cancel a service or mark a no-show
  Where: The reservation or stay › Connections › Service Booking › Actions › Cancel Service / Mark No Show
  Who: Front Office, Property Manager
  Use it
  1. Choose Cancel Service (the vehicle is released and any charge voided) or Mark No Show after the start time (a charge already posted stays).
  A service whose charge is already on the folio is cancelled only after an accountant voids the charge.
- Void a charge left after a no-show
  Void a charge left after a no-show
  Where: Manager › Charges after a no-show › Void
  Who: Hospitality Accountant
  Use it
  1. Review each charge the night audit left on a no-show's folio and Void it through the usual void and approval, or leave it to be invoiced.
- Book an airport pickup or drop-off
  Book an airport pickup or drop-off
  Where: Book Activity / Transfer › a transfer, direction Arrival or Departure
  Who: Front Office, Property Manager
  Use it
  1. Pick the transfer; the date and time fill from the arrival or departure, add the flight and airport.
  2. The arrivals list shows the pickup and whether a driver is assigned.
  Ref: Transfers.
- Book on the whole reservation
  Book on the whole reservation
  Where: The reservation › Book Activity / Transfer
  Who: Front Office, Property Manager
  Use it
  1. Book on the reservation; it belongs to its first room still to come or in house, and cancelling that room cancels it too.
  Ref: Transfers.
- Book a fixed departure
  Book a fixed departure
  Where: Book Activity / Transfer › a fixed activity's departure
  Who: Front Office, Property Manager
  Use it
  1. Pick a departure with seats left; a time that is not a departure is refused.
  Ref: Activities.
- Use a package's included activities
  Use a package's included activities
  Where: Book Activity / Transfer › Included in package
  Who: Front Office, Property Manager
  Use it
  1. Leave Included in package ticked while the dialog shows seats left; beyond that the booking is charged.
  Ref: Activities.
- Activity messages
  Activity messages
  Where: Automatic: Activity Confirmation and Activity Reminder
  Who: Property Manager
  Use it
  1. Load the Activity Confirmation and Reminder templates; the reminder goes the day before, once.
  Ref: Activities.
- What happens when a booking's dates change
  What happens when a booking's dates change
  Where: Change Dates on the reservation
  Who: Front Office, Property Manager
  Use it
  1. Its airport transfers move with it; a vehicle or driver not free on the new date is let go with a message.
  Ref: Transfers.
Book an activity or transfer for a guest
Where: The reservation or stay form › Book Activity / Transfer
Who: Front Office, Property Manager, F&B Outlet
Use it
1. Pick the activity; fixed ones show departures with seats left.
2. For a transfer the date and time fill from the arrival or departure; add the flight.
3. Tick Included in package if the guest's package covers it; the dialog shows what is left.
4. Book; the charge goes to the guest's folio at booking (or check-in) or on completion, and the guest gets the confirmation.
Seats and vehicles cannot be double-booked. Changing the booking's dates moves its airport transfers with it.
Print the day's manifest for guides and drivers
Print the day's manifest for guides and drivers
Where: Reports › SH Departure Manifest
Who: Front Office, Property Manager
Use it
1. Pick the date and the activity or driver, then print the list (room and number of people, no phone or ID).
Include activities in a package
Include activities in a package
Where: Back Office › Rooms & Rates › Packages; the rate plan › Package
Who: Property Manager
Use it
1. Add a component naming the activity and its quantity per stay, night, person or person-night, then name the package on the rate plan.
What a reservation is entitled to is fixed when it is confirmed.

Events

Set up events (EV1)
- Add a venue
  Add a venue
  Where: Desk › SH Bookable Resource › New, type Space, capacity 1, Banquet outlet
  Who: Property Manager
  Use it
  1. Create each hall, lawn, beach or meeting room as a Space with capacity 1 under the Banquet outlet.
  Ref: EV1.
- Give the events team their role
  Give the events team their role
  Where: Desk › User › Roles: Events Coordinator
  Who: Property Manager, System Manager
  Use it
  1. Give each coordinator the Events Coordinator role and their property.
  A Property Manager can do everything a coordinator can. (Ref: EV1.)
- Set meeting room hire rates
  Set meeting room hire rates
  Where: The venue › Meeting Room Hire; SH Property › Events (blocks)
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Set the venue's Per Hour, Half Day and Full Day rates and its Item.
  2. Set the hotel's half-day blocks (08:00 to 12:00, 13:00 to 17:00) and full day (08:00 to 17:00) under Events.
  Each function is charged the cheapest hire that covers its own time. (Ref: EV-D9.)
- Set the hotel's event terms
  Set the hotel's event terms
  Where: SH Property › Events
  Who: Property Manager
  Use it
  1. Set the payment defaults (25% on signing, 50% 30 days before, the balance 7 days before), the cancellation terms (90, 30 and 7 days) and the Guarantee Cut-off (72 hours).
  Ref: EV4.
Set up events (EV1)
Where: Desk › SH Bookable Resource (Space) under a Banquet outlet; SH Property › Events
Who: Property Manager
Use it
1. Get venues, roles and the hotel's event terms ready.
Ref: EV1.
The venue diary (EV1)
The venue diary (EV1)
Where: Launcher › Venue Diary (Commercial › Events)
Who: Property Manager, Events Coordinator, Front Office, Night Auditor
Use it
1. Read a lane per venue and a bar per function on its day, coloured by status, with Poya days, holidays and festivals on the top lane.
2. Use 7d, 14d or 31d; click a bar to open its event; New Event opens the form.
Front Office and the Night Auditor read it; only someone who can create an event is offered New Event. (Ref: EV1.)
Create an event (EV1)
- Add the event's functions
  Add the event's functions
  Where: The event › Functions
  Who: Property Manager, Events Coordinator
  Use it
  1. For each: date, start and end (an end before the start runs past midnight), venue, set-up and clear-down minutes, set-up style and covers.
  Changing a function's time or venue moves its hold; removing it gives the venue back. (Ref: EV1.)
- Hold venues: Enquiry, Tentative, Definite
  Hold venues: Enquiry, Tentative, Definite
  Where: The event › Status
  Who: Property Manager, Events Coordinator
  Use it
  1. Enquiry holds nothing.
  2. Tentative holds each venue from set-up to clear-down and needs an Option Date.
  3. Definite books them; Completed (from Definite) marks them used; Cancelled gives them back.
  A venue already held or booked for that time is refused, naming the other event. (Ref: EV1.)
- Option dates
  Option dates
  Where: The event › Option Date
  Who: Property Manager, Events Coordinator
  Use it
  1. Set the option date on a Tentative event; the sales owner is reminded the day before.
  2. If not confirmed, the night audit of the option date releases the venues and puts it back to Enquiry, with a note.
  Ref: EV1.
Create an event (EV1)
Where: Venue Diary › New Event; Desk › SH Event › New
Who: Property Manager, Events Coordinator
Use it
1. Enter the client (a customer), contact, type, expected covers, sales owner and any group block for rooms.
Ref: EV1.
The function sheet (EV2)
- Write function sheet lines
  Write function sheet lines
  Where: The event › Function Sheet › lines
  Who: Property Manager, Events Coordinator
  Use it
  1. Add a line per function and department (Kitchen, Service, Housekeeping, Engineering and AV, Front Office): what, when, how many, notes; a kitchen line can be a dish or set menu.
  2. Name the Producing Outlet whose kitchen cooks it.
  Ref: EV2.
- Read the revisions
  Read the revisions
  Where: The event › revisions
  Who: Property Manager, Events Coordinator
  Use it
  1. Once Definite, each change to functions or sheet is a numbered revision saying what changed by department.
  Ref: EV-D3.
- Mark the sheet seen (a department)
  Mark the sheet seen (a department)
  Where: The event › Sheet › Mark Seen
  Who: Property Manager, Events Coordinator
  Use it
  1. Each department presses Mark Seen; what changed since its last look is listed for it at the top of the form.
  Ref: EV2.
- Print the function sheet
  Print the function sheet
  Where: The event › Print › SH Function Sheet
  Who: Property Manager, Events Coordinator
  Use it
  1. Print it: each function's time, venue, set-up and covers, then each department's lines; no client contact details.
  Ref: EV2.
- The kitchen's Banquets today
  The kitchen's Banquets today
  Where: Surge Restaurant's kitchen display
  Who: F&B Outlet
  Use it
  1. The kitchen sees each Definite event's functions today, with time, venue, covers, the revision and its kitchen lines only.
  Shows once the Restaurant's display ships it. (Ref: EV-RQ1.)
The function sheet (EV2)
Where: The event › Function Sheet
Who: Property Manager, Events Coordinator
Use it
1. Tell every department what each function needs.
Ref: EV2.
Event packages and quotes (EV3)
- Create an event package
  Create an event package
  Where: Back Office › Rooms & Rates › Packages › Sold For Event
  Who: Property Manager
  Use it
  1. Set Price per Cover, Minimum Covers and the Item (set by the accountant).
  A rate plan refuses an event package. (Ref: EV3.)
- Create a day delegate package
  Create a day delegate package
  Where: Packages › Per Delegate per Day; Includes the Venue
  Who: Property Manager
  Use it
  1. Tick Per Delegate per Day: the quote charges the covers for each day with a function, and the bill charges each day on its own covers.
  2. Leave Includes the Venue ticked for a package that covers the room; untick it for catering only.
  Ref: MICE addendum.
- Build the quote
  Build the quote
  Where: The event › Quote
  Who: Property Manager, Events Coordinator
  Use it
  1. Pick the package and Covers Quoted, and add Extras.
  2. Read the total before tax, the tax estimate and the total.
  Once Definite, the Agreed Price per Cover stands even if the package changes. (Ref: EV3.)
- Send the quote
  Send the quote
  Where: The event › Send Quote; Print › SH Event Quote
  Who: Property Manager, Events Coordinator
  Use it
  1. Press Send Quote to email the contact the quote as a PDF.
  Refused with no contact email. (Ref: EV3.)
Event packages and quotes (EV3)
Where: Back Office › Rooms & Rates › Packages (Sold For Event); the event › Quote
Who: Property Manager, Events Coordinator
Use it
1. Price the event and send the client a quote.
Ref: EV3.
The event's account and payments (EV4)
- Set the payment schedule
  Set the payment schedule
  Where: The event › Payment Schedule
  Who: Property Manager, Events Coordinator
  Use it
  1. Check the rows from the hotel's defaults and edit them per event; they must add up to 100%.
  2. Each row shows Paid, Part Paid, Due or Overdue.
  Ref: EV4.
- Take an event payment
  Take an event payment
  Where: The event › Take Payment
  Who: Property Manager, Events Coordinator, Front Office
  Use it
  1. Press Take Payment; it posts to the event's master folio as an advance for the final invoice.
  Ref: EV4.
- Payment reminders and overdue payments
  Payment reminders and overdue payments
  Where: Automatic at the night audit; Manager › Event payments overdue
  Who: Property Manager, Events Coordinator
  Use it
  1. The contact is emailed once three days before an unpaid instalment.
  2. Overdue instalments list on the Manager desk, oldest first.
  Ref: EV4.
- Cancel an event and its terms
  Cancel an event and its terms
  Where: The event › Cancelled; Release Payments
  Who: Property Manager, Events Coordinator
  Use it
  1. Cancel; Kept Under the Terms and Refundable show from the hotel's terms.
  2. A Property Manager may Release Payments with a reason.
  Nothing is posted; an accountant refunds or uses the client's credit. (Ref: EV4.)
The event's account and payments (EV4)
Where: The event › Payment Schedule; Take Payment
Who: Property Manager, Events Coordinator, Front Office
Use it
1. A Definite event gets its own Event Account and master folio for payments and the final bill.
Ref: EV4.
Covers and the final bill (EV5)
- Guaranteed covers
  Guaranteed covers
  Where: Each function › Guaranteed Covers
  Who: Property Manager, Events Coordinator
  Use it
  1. Enter the guarantee before the Guarantee Cut-off (72 hours by default, editable per event); from then the kitchen sees it.
  A changed guarantee after the cut-off is refused. (Ref: EV-D7.)
- Actual covers
  Actual covers
  Where: Each function › Actual Covers
  Who: Property Manager, Events Coordinator
  Use it
  1. Enter the actual covers once the function has started.
  With Surge Restaurant, this issues the banquet's food from the kitchen's store. (Ref: EV-D8.)
- The bar at a function
  The bar at a function
  Where: Surge Restaurant › City Ledger › Event · <name>
  Who: F&B Outlet
  Use it
  1. Settle bar checks to the event, listed as 'Event · ' and its name.
  Ref: EV5.
- Bill the event
  Bill the event
  Where: The event › Final Bill
  Who: Property Manager, Events Coordinator, Hospitality Accountant
  Use it
  1. On or after the last function's day, with every function's actual covers in, press Final Bill.
  2. The package (largest function's covers, never below the minimum), extras and venue hire are charged, invoiced to the client, payments allocated, and the event Completed.
  Refused until the package, every extra and hired venues have their Items. (Ref: S-D161.)
Covers and the final bill (EV5)
Where: The event › functions › Guaranteed and Actual Covers; Final Bill
Who: Property Manager, Events Coordinator, Hospitality Accountant
Use it
1. Lock the numbers and bill the client.
Ref: EV5.
Event reports (EV6)
- Events pipeline
  Events pipeline
  Where: Launcher › Reports › SH Events Pipeline
  Who: Property Manager, Events Coordinator, Hospitality Accountant
  Use it
  1. Events by month of their first function, type and status, and their quotes' value.
  Ref: EV6.
- Venue use
  Venue use
  Where: Launcher › Reports › SH Venue Utilisation
  Who: Property Manager, Events Coordinator, Hospitality Accountant
  Use it
  1. Functions held or booked per venue and month, and the hours their holds took.
  Ref: EV6.
- Event revenue
  Event revenue
  Where: Launcher › Reports › SH Event Revenue
  Who: Property Manager, Events Coordinator, Hospitality Accountant
  Use it
  1. What events earned by month and type from their folios, before tax.
  Ref: EV6.
Event reports (EV6)
Where: Launcher › Reports
Who: Property Manager, Events Coordinator, Hospitality Accountant
Use it
1. Open Reports and pick an event report; none shows a client or contact.
Ref: EV6.
An event contact's data rights shared with Core
An event contact's data rights
Where: Core › Guest Data Request
Who: Property Manager
Use it
1. A request by the contact's email or phone finds their events, exports them without staff notes, and an erase blanks the contact and renames the event to its type and date.
Ref: FW-231.

Spa and wellness

Set up the spa (WE1)
- Add a therapist
  Add a therapist
  Where: Desk › SH Bookable Resource › New, type Staff
  Who: Property Manager
  Use it
  1. Pick the Spa outlet and type Staff.
  2. Set the therapist's Gender (used for guest preferences).
  3. Set Available Hours a Day (8 by default) for the utilisation report.
  Ref: WE1.
- Add a treatment room
  Add a treatment room
  Where: Desk › SH Bookable Resource › New, type Space
  Who: Property Manager
  Use it
  1. Pick the Spa outlet and type Space; give it its Available Hours a Day.
  A spa's treatment rooms are Spaces but are never offered as event venues. (Ref: WE1.)
- Add a treatment
  Add a treatment
  Where: Desk › SH Activity › New, on the spa outlet
  Who: Property Manager
  Use it
  1. Give it its item and price, duration and when it is charged.
  2. Under Treatment set how many Therapists a sitting takes (2 for a four-hand treatment) and tick Needs a Treatment Room if it does.
  Ref: WE1.
- List a treatment's consumables
  List a treatment's consumables
  Where: SH Activity › Consumables
  Who: Property Manager
  Set it up
  1. The accountant sets the spa outlet's Warehouse and Consumption Account.
  Use it
  1. Add a row per stock item one sitting uses (sesame oil, a towel set, herbs) and its quantity.
  Ref: WE4.
Set up the spa (WE1)
Where: Desk › SH Bookable Resource; Desk › SH Activity, under the Spa outlet
Who: Property Manager
Use it
1. Create the Spa outlet if there is none.
2. Add therapists and treatment rooms as bookable resources of the spa outlet.
3. Add each treatment as an activity on the spa outlet.
Ref: WE1.
Record a guest's therapist preference (WE1)
Record a guest's therapist preference (WE1)
Where: Front Office › Guests › the profile › Therapist Preference
Who: Front Office, Property Manager
Use it
1. Set Female or Male as the guest asks; bookings then offer only matching therapists.
The preference is the guest's data: exported with it and cleared by an erase. (Ref: WE1.)
Book a spa treatment (WE1)
- Book a therapist against the guest's preference
  Book a therapist against the guest's preference
  Where: The booking dialog › the therapist, with a reason
  Who: Property Manager
  Use it
  1. Choose the therapist by hand and give the reason; it is kept on the booking.
  Only a Property Manager may; Front Office is refused. (Ref: WE1.)
- Cancel or mark a treatment no-show
  Cancel or mark a treatment no-show
  Where: The service booking › Actions › Cancel Service / Mark No Show
  Who: Front Office, Property Manager
  Use it
  1. Cancel or mark No Show; the therapist and the room are free again at that time.
  Ref: WE1.
- Complete a treatment
  Complete a treatment
  Where: The service booking › Complete; or the Spa Day
  Who: Front Office, Property Manager
  Use it
  1. Complete it; its slots are marked used, the charge is the activity's, and its consumables are issued from the spa store.
  Ref: WE4.
Book a spa treatment (WE1)
Where: The reservation or stay › Book Activity / Transfer, pick a treatment
Who: Front Office, Property Manager
Use it
1. Pick the treatment, the day and the time.
2. Confirm: the therapists and the room are locked and booked together for its time.
3. If any is missing nothing is booked, and the message says which (for example, no female therapist is free then): pick another time.
Ref: WE1.
Run the Spa Day (WE1)
- Confirm treatments waiting from a wellness plan
  Confirm treatments waiting from a wellness plan
  Where: Spa Day › Waiting to be confirmed › Confirm
  Who: Front Office, Property Manager
  Use it
  1. Read the day's requested treatments by time (a plan's, with no therapist yet).
  2. Press Confirm on each: it books the therapist and the room.
  Ref: WE2.
Run the Spa Day (WE1)
Where: Launcher › Spa Day (Operations › Spa)
Who: Front Office, Property Manager
Use it
1. Read each therapist and treatment room as a lane from 07:00 to 22:00; each booking is a block naming the treatment and guest.
2. Click a block to open its booking.
Ref: WE1.
Wellness consultations (WE2)
- Record the guest's consent
  Record the guest's consent
  Where: The consultation › pick the stay › Record Consent
  Who: Wellness Practitioner
  Use it
  1. Pick the stay (guests due in or in house at your properties).
  2. Once the guest has ticked their consent to the hotel keeping their health data, press Record Consent; the form shows when it was given.
  A guest with no email or phone is refused. After the guest withdraws consent the consultation cannot be changed. (Ref: WE2.)
- Write the assessment and the kitchen instruction
  Write the assessment and the kitchen instruction
  Where: The consultation
  Who: Wellness Practitioner
  Use it
  1. Write the assessment and the diet.
  2. Write a short Instruction for the Kitchen (for example, no dairy; warm food only); the kitchen sees only this, and only while consent is live.
  3. Set the day of the Review Consultation.
  Ref: WE2.
- Write and book the treatment plan
  Write and book the treatment plan
  Where: The consultation › Treatment Plan › Confirm Plan
  Who: Wellness Practitioner
  Use it
  1. Add a row per treatment: a date within the stay, a time and one of the hotel's spa treatments.
  2. Press Confirm Plan: each row becomes a Requested booking for the stay, with no health data on it, for the spa desk to confirm.
  A row without a time is refused, and a booked row is not booked twice. To change a booked row, the spa desk cancels its booking first; then confirm the plan again. (Ref: WE2.)
- The guest's rights over their consultation shared with Core
  The guest's rights over their consultation
  Where: Core › Guest Data Request
  Who: Property Manager
  Use it
  1. A guest data export includes the consultation and its plan (without the practitioner); an erase deletes them.
  Ref: WE2.
Wellness consultations (WE2)
Where: Desk › SH Wellness Consultation
Who: Wellness Practitioner
Use it
1. Only the Wellness Practitioner opens these, at their own properties.
Health data: the Property Manager, Front Office and System Manager have no access, and no report or desk panel shows a consultation. Every opening is logged. (Ref: WE2.)
Sell a wellness programme (WE3)
Sell a wellness programme (WE3)
Where: Back Office › Rooms & Rates › Packages › Wellness Programme
Who: Property Manager
Use it
1. Tick Wellness Programme on the package (a 7-, 14- or 21-night Ayurveda stay with its treatments and meals as components) and name it on a rate plan.
2. Each stay sold on it is marked consultation due and comes first in the practitioner's stay picker.
3. The practitioner makes the consultation at intake, with consent; that clears the mark.
Ref: WE3.
Issue spa consumables (WE4)
Issue spa consumables (WE4)
Where: The service booking › Not Issued; Issue Consumables Again
Who: Property Manager, Hospitality Accountant
Use it
1. On completion the consumables are issued from the spa store to its consumption account, per person booked.
2. An item short in the store is named under Not Issued; once stock is in, press Issue Consumables Again to issue only what is still owed.
With no store or account set nothing is issued and the booking says what to set. (Ref: WE4.)
Spa reports (WE5)
- Spa utilisation
  Spa utilisation
  Where: Launcher › Reports › SH Spa Utilisation
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the dates: each therapist's and room's hours booked against their available hours, as a percentage, and the total.
  Ref: WE5.
- Treatments sold
  Treatments sold
  Where: Launcher › Reports › SH Treatments Sold
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the period: per treatment, sittings booked (not cancelled), completed, and what they charged net of voids.
  Ref: WE5.
Spa reports (WE5)
Where: Launcher › Reports
Who: Property Manager, Hospitality Accountant
Use it
1. Open Reports and pick a spa report; neither shows a guest or anything from a consultation.
Ref: WE5.

Owner units

Owner unit agreements (OU1)
- Set up the owner
  Set up the owner
  Where: Desk › Supplier
  Who: Hospitality Accountant
  Use it
  1. Create the owner as a Supplier with their email and bank details.
  Picking the owner on an agreement needs read on Supplier (Accounts User or Purchase User). (Ref: OU1.)
- Create the agreement
  Create the agreement
  Where: Desk › SH Unit Agreement › New
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick the owner and the validity dates.
  2. List the Rooms it covers (a villa covers its bedrooms).
  3. Set Owner Share (percent of net room revenue) or a Management Fee; the other is cleared.
  4. Tick whether OTA commission, maintenance and owner requests are charged to the unit.
  5. Set Owner Use (Nights a Year) and how owner nights are paid.
  Ref: OU1.
- Activate or end an agreement
  Activate or end an agreement
  Where: The agreement › Status
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Move it Draft to Active; only an Active agreement makes statements. Set it Ended when the contract ends.
  A room can be under only one Active agreement on a night; a second is refused, naming the first. (Ref: OU1.)
- Which room each night was slept in
  Which room each night was slept in
  Where: Automatic at the night audit
  Who: Night Auditor, Property Manager
  Use it
  1. Nothing to do: the night audit records on each posted night the room the stay was in, so a statement follows the unit after a room move.
  Ref: OU1.
Owner unit agreements (OU1)
Where: Desk › SH Unit Agreement
Who: Property Manager, Hospitality Accountant
Use it
1. Record which units belong to owners who let them through the hotel, and on what terms.
Ref: OU1.
Owner stays in their own unit (OU2)
- Book an owner stay
  Book an owner stay
  Where: The reservation › Source Owner, Unit Agreement
  Who: Property Manager
  Use it
  1. Set Source to Owner, name the Unit Agreement and pick the owner's Customer for the extras.
  2. Assign one of the agreement's rooms.
  Only a Property Manager (or System Manager) books one. A plan whose meals are included in the room rate is refused. (Ref: OU2.)
- Book over the owner's allowance
  Book over the owner's allowance
  Where: The reservation › Reason Over the Owner Nights
  Who: Property Manager
  Use it
  1. When the agreement's Owner Use nights are used up, give a Reason Over the Owner Nights; the booking keeps who allowed it.
  Ref: OU2.
- Check the owner in and charge extras
  Check the owner in and charge extras
  Where: Front Desk › Arrivals › Check In
  Who: Front Office
  Use it
  1. Check the owner in to the agreement's room and post extras as for any guest.
  Check-in, room assignment and moves keep the stay in the agreement's rooms. (Ref: OU2.)
- How owner nights count
  How owner nights count
  Where: Manager, Front Desk, the night audit, the flash, the forecast
  Who: Property Manager, Night Auditor
  Use it
  1. Read occupancy knowing owner nights are left out of rooms sold and available; their charges are left out of ADR.
  Ref: OU2.
Owner stays in their own unit (OU2)
Where: Front Office › Reservations › New, Source Owner
Who: Property Manager, Front Office
Use it
1. Book the owner's own nights as an owner stay: the room free, extras charged.
Ref: OU2.
The owner's monthly statement (OU3)
- Make the statement
  Make the statement
  Where: The agreement › Make Statement (pick any day of the month)
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Once the month's last night is audited, press Make Statement.
  2. Read each night let, its room and room revenue, and its share of OTA commission; owner nights show as Owner Use.
  While Draft, every save reads the month again, so a void or a late audit is included. No guest is named. (Ref: OU3.)
- Add charges to the statement
  Add charges to the statement
  Where: The statement › Charges
  Who: Hospitality Accountant
  Use it
  1. Add maintenance or other charges the agreement allows; the Owner's Amount is the owner's share less charges.
  Ref: OU3.
- Approve the statement
  Approve the statement
  Where: The statement › Approve
  Who: Hospitality Accountant
  Use it
  1. Approve it; it no longer changes.
  Only a Hospitality Accountant approves. (Ref: OU3.)
- Send the statement
  Send the statement
  Where: The statement › Send
  Who: Hospitality Accountant
  Use it
  1. Send it: a PDF goes to the owner's Supplier email.
  Refused with no email on the Supplier, saying where to add it. (Ref: OU3.)
- Make the owner's payout
  Make the owner's payout
  Where: The statement › Make Payout
  Who: Hospitality Accountant
  Set it up
  1. Set the property's Owner Payouts Account (Accounts section).
  Use it
  1. Press Make Payout: a draft purchase invoice for the Owner's Amount, on the Owner Share item and the property's Owner Payouts Account.
  2. Check and submit it in ERPNext; nothing posts before that.
  Needs the Accounts User role. A month whose charges exceed the owner's share has nothing to pay. (Ref: OU-K1.)
The owner's monthly statement (OU3)
Where: The agreement › Make Statement; Desk › SH Owner Statement
Who: Property Manager, Hospitality Accountant
Use it
1. One statement per Active agreement and month.
Ref: OU3.
Unit and owner reports (OU4)
- Unit performance
  Unit performance
  Where: Launcher › Reports › Unit Performance
  Who: Property Manager, Hospitality Accountant, System Manager
  Use it
  1. Pick a period: per unit, nights let, owner nights, out of order, occupancy, room revenue, ADR and RevPAR, and a row for the whole hotel.
  Ref: OU4.
- Owner balances
  Owner balances
  Where: Launcher › Reports › Owner Balances
  Who: Property Manager, Hospitality Accountant, System Manager
  Use it
  1. Pick months: per owner, what they are owed on approved and sent statements, invoiced, paid and outstanding.
  Ref: OU4.
Unit and owner reports (OU4)
Where: Launcher › Reports
Who: Property Manager, Hospitality Accountant, System Manager
Use it
1. Open Reports and pick an owner report.
Ref: OU4.
The owner portal (OP1)
- Send an owner their portal link
  Send an owner their portal link
  Where: The agreement › Issue Portal Link
  Who: Property Manager
  Set it up
  1. An outgoing email account exists; without one the link is shown to you in orange and the owner cannot get a sign-in code.
  Use it
  1. Press Issue Portal Link; it goes to the email on the owner's Supplier.
  2. Issuing a new link revokes the old one and ends any visit through it.
  Ref: OP1.
- Sign in to the portal (owner)
  Sign in to the portal (owner)
  Where: The owner's link › user name and one-time code
  Who: Owner
  Use it
  1. Open the link and type your user name (your email).
  2. Press Send me a code and enter the six-digit code from your email (good for 10 minutes and 5 tries, once).
  3. Your visit lasts 12 hours.
  A wrong user name, a revoked link and a right one get the same answer. (Ref: OP1.)
- What an owner sees
  What an owner sees
  Where: The owner page
  Who: Owner
  Use it
  1. Every Active agreement of yours, grouped by hotel.
  2. Per unit, this month and the twelve before: nights let, your own nights, nights out of order and occupancy, with the year to date against last year.
  Ref: OP1.
- Owner statements and payouts on the portal
  Owner statements and payouts on the portal
  Where: The owner page › Statements
  Who: Owner
  Use it
  1. Read your Approved and Sent statements, newest first: month, your amount, the payout status (Being prepared, Not paid yet, Part paid, Paid, Nothing to pay) and the PDF.
  2. Read what was paid to you this year.
  A Draft statement is never shown. (Ref: OP2.)
- Book your own stay from the portal (owner)
  Book your own stay from the portal (owner)
  Where: The owner page › your stays
  Who: Owner
  Set it up
  1. The hotel sets the agreement's Owner's Customer and Plan for Owner Stays.
  Use it
  1. Read your owner nights left this agreement year and your owner stays.
  2. Ask for a stay: unit, dates, adults and a note.
  3. Within your nights and with the unit free it is booked straight away; otherwise the front desk gets a request and confirms with you.
  Ref: OP3.
- Show owners their guests' stays (Owner Disclosure)
  Show owners their guests' stays (Owner Disclosure)
  Where: Desk › SH Property › Show Owners Guest Stay Details; the agreement › Owner Receives Guest Stay Details
  Who: Property Manager
  Use it
  1. Turn on the property's Show Owners Guest Stay Details (its privacy notice must name unit owners as recipients).
  2. Tick Owner Receives Guest Stay Details on agreements whose contract names it.
  3. The owner then sees each unit's guests from 90 days back to 90 days ahead: name, dates, room revenue and channel; never contact details, nationality or documents.
  Each read is logged under Core's purpose Owner Disclosure. Otherwise the owner sees counts only. (Ref: OP4.)
The owner portal (OP1)
Where: The agreement › Issue Portal Link; the owner's /owner page
Who: Property Manager, Owner
Use it
1. Give owners their own page, with no Desk login.
Ref: OP1.

Staff

Work jobs and approvals on WhatsApp
Work jobs and approvals on WhatsApp
Where: Your phone's WhatsApp
Who: Housekeeping, Maintenance, Front Office, Property Manager
Use it
1. Reply to a job with Accept, Reject, Done or Issue; approvers reply Approve or Deny. Your reply runs the same action as on the screen.
Keep the staff directory
- Deactivate a staff member
  Deactivate a staff member
  Where: The staff record › Deactivate
  Who: Property Manager, System Manager
  Use it
  1. Choose Deactivate, with or without 'disable login'; the person goes off WhatsApp and loses the property and the hotel roles.
  A Property Manager's or System Manager's record is deactivated by a System Manager.
- Give someone access to several hotels
  Give someone access to several hotels
  Where: The staff record › Property Access › Also Works At / All Properties
  Who: System Manager
  Use it
  1. List the extra properties under Also Works At, or tick All Properties; their property switcher, reports and lists follow.
  Only a System Manager can change these fields.
Keep the staff directory
Where: Back Office › People & Guests › Staff
Who: Property Manager, System Manager
Use it
1. Add each person with their function, mobile (with country code) and WhatsApp opt-in.
2. Choose Create Login to make their user with the function's role and the property.
3. Or set the property's staff source to HR and use Operations › Sync Staff from HR.
Front Office can read the directory. Only a System Manager links an existing login or changes a record's login.
Read the screens in Sinhala or Tamil
Read the screens in Sinhala or Tamil
Where: Your user › Language
Who: Front Office, Housekeeping, Property Manager, Night Auditor, Hospitality Accountant
Use it
1. Set your Language to Sinhala or Tamil and reload; set it back to English at any time.
The words are machine drafts until the native reviewers clear them. Everything printed stays in English, and dates keep English month names and Latin digits.
The roster (RO1)
- Set up shifts and department heads
  Set up shifts and department heads
  Where: Desk › SH Shift Template; User › Roles: Department Head
  Who: Property Manager
  Use it
  1. Create the shifts (Morning 06:00 to 14:00, Evening, Night 22:00 to 06:00, Off, Leave), each for one department or all.
  2. Give each department head the Department Head role; their staff record's department is the one they roster.
  3. Give staff a login so they can be told.
  Ref: RO1.
- Read the staff week
  Read the staff week
  Where: Roster
  Who: Property Manager, Department Head, Night Auditor
  Use it
  1. Each department's staff down the side, the week Monday first across.
  A Property Manager rosters every department, a Department Head only their own, the Night Auditor reads. (Ref: RO1.)
- Roster a day
  Roster a day
  Where: Roster › a cell
  Who: Property Manager, Department Head
  Use it
  1. Pick a shift in a person's day cell: Work with start and end (past midnight allowed), Off or Leave.
  Ref: RO1.
- Copy last week
  Copy last week
  Where: Roster › Copy last week
  Who: Property Manager, Department Head
  Use it
  1. Copy the week before day by day; rostered days are left alone.
  Ref: RO1.
- Fill from each person's pattern
  Fill from each person's pattern
  Where: Roster › Fill from pattern
  Who: Property Manager, Department Head
  Use it
  1. Fill from each person's weekly pattern on their staff record; a day with no pattern shift is Off.
  Ref: RO1.
- Clear drafts
  Clear drafts
  Where: Roster › Clear drafts
  Who: Property Manager, Department Head
  Use it
  1. Remove days never published; a day already told is kept.
  Ref: RO1.
- Publish the week
  Publish the week
  Where: Roster › Publish; Publish again
  Who: Property Manager, Department Head
  Use it
  1. Publish to tell each person their week by email and WhatsApp.
  2. After a change, publish again: the person hears only the days that changed; Publish again retries anyone not reached.
  Ref: RO1.
- Logins follow the published roster
  Logins follow the published roster
  Where: Core's login control
  Who: Property Manager, System Manager
  Use it
  1. For a Roster Enforced person, the published roster for yesterday, today and tomorrow decides who may sign in; with nothing published the weekly pattern applies.
  Ref: RO-D2.
- Staffing against demand
  Staffing against demand
  Where: Roster › each department's row
  Who: Property Manager, Department Head
  Set it up
  1. Set the room types' Departure Clean and Stay-over Clean minutes, or the property's Workload Standards and Shift Length.
  Use it
  1. Read per day how many are rostered; housekeeping shows rooms to clean and people needed (red, 'short by N'); front office shows arrivals and departures.
  2. Tap a red day to see why.
  Ref: RO2.
- Leave from HRMS
  Leave from HRMS
  Where: Roster (with HRMS installed)
  Who: Property Manager, Department Head
  Set it up
  1. Give the staff record its HRMS Employee.
  Use it
  1. Approved HRMS leave shows as Leave on the grid, and a day of approved leave cannot be rostered as work.
  Leave is applied for and approved in HRMS. (Ref: RO3.)
- Shifts into HRMS
  Shifts into HRMS
  Where: Roster › Publish (with HRMS installed)
  Who: Property Manager, Department Head
  Use it
  1. Publishing writes each work day as an HRMS Shift Assignment; a changed day replaces it, a cleared day cancels it.
  Ref: RO4.
The roster (RO1)
Where: Launcher › Roster
Who: Property Manager, Department Head, Night Auditor
Use it
1. Plan each department's week of shifts and tell the staff.
Ref: RO1.

Security

Control logins outside rostered shifts
- Approve an off-roster login
  Approve an off-roster login
  Where: Manager › Security; or the WhatsApp Approve / Deny buttons
  Who: Property Manager
  Use it
  1. Read the access request (who, when, which device) and Approve to let the next login in for the approval window, or Deny.
  Ref: P01b.
- Exempt someone from roster checks
  Exempt someone from roster checks
  Where: The staff record › Roster Enforced
  Who: Property Manager, System Manager
  Use it
  1. Untick Roster Enforced for a person who signs in off-roster without a request or an alert.
  Ref: P01b.
Control logins outside rostered shifts
Where: Desk › SH Property › Security (Off-roster Login Policy)
Who: Property Manager, System Manager
Use it
1. Name two Security Contacts.
2. Pick the policy: Off, Alert only, or Deny until approved, with the roster grace and approval window.
3. Approve or deny a waiting access request from the Manager desk or WhatsApp.
System Managers are never blocked. A request not answered in 24 hours expires.
Act on security alerts
Act on security alerts
Where: Manager › Security
Who: Property Manager
Set it up
1. Set the guest view and API read alert thresholds on the property.
Use it
1. Read each alert (a burst of guest profile views, an export, heavy API reads, dead messages, a new browser for a privileged login, five failed logins) and acknowledge it.
See who opened guest data
See who opened guest data
Where: Desk › SH Data Access Event
Who: Property Manager, System Manager
Use it
1. Filter by guest, user or action: profile opens, ID reveals, exports, report runs, copies and scan opens are all logged.
Request logs and chat transcripts are purged after 90 days. (Ref: Data access log.)
Turn on two-factor sign-in
Turn on two-factor sign-in
Where: Desk › System Settings › Two Factor Authentication
Who: System Manager
Use it
1. Enable two-factor for System Managers and Property Managers before go-live.
Ref: Site settings.
Require every login to have a property
Require every login to have a property
Where: Site config › sh_scoped_roles_enforced
Who: System Manager
Use it
1. Review the logins with a hotel role and no property permission, give each its property, then set sh_scoped_roles_enforced to 1.
Logins without a property then see none; System Managers are not affected. (Ref: QA-425.)
Review check-in ID overrides
Review check-in ID overrides
Where: Front Office › Stays, filtered on Override
Who: Property Manager
Use it
1. Filter the stay list on Override to see every check-in without the right ID, the reason, who and when.
Ref: PMS-41.

Channels and website

Connect a booking engine or channel manager (API)
Connect a booking engine or channel manager (API)
Where: System Console › create_service_user; the API v1 contract
Who: System Manager
Set it up
1. Set Card Payments Recorded As on a property that takes card deposits through its website.
Use it
1. Create a service user with the role Booking API, Channel Manager API or ARI Feed API and the properties it may reach; the token is shown once.
2. Give the partner the token and the API contract.
Every call is checked, limited to its properties and logged; a repeated call with the same key returns the first answer.
Connect the hotel to the OTAs through Channex
- Connect Booking.com, Expedia or Agoda
  Connect Booking.com, Expedia or Agoda
  Where: The connection › Channex › Connect an OTA
  Who: Property Manager, System Manager
  Use it
  1. Enter the hotel's ID at the OTA (after choosing Channex as provider in the OTA's extranet) and Check Hotel ID.
  2. Load Rooms and Rates, choose the PMS room type and rate plan for each OTA rate, then Save to Channex.
  3. Activate; anything blocking it shows under Before Activating.
- Connect Airbnb
  Connect Airbnb
  Where: The connection › Channex › Connect an OTA › Airbnb › Connect Airbnb Account
  Who: Property Manager, System Manager
  Use it
  1. Send the owner the Airbnb sign-in link (valid two hours).
  2. Load Listings, choose a rate plan per listing, Save to Channex and Activate.
- Bring in an OTA's existing bookings
  Bring in an OTA's existing bookings
  Where: The OTA channel › Pull Future Reservations
  Who: Property Manager, System Manager
  Use it
  1. Press Pull Future Reservations; bookings from today on arrive like any other, and hand-typed copies with the OTA's code are linked, not duplicated.
  Not available for Agoda.
- Mark up OTA prices
  Mark up OTA prices
  Where: The connection › the mapped rate › OTA Price Adjustment
  Who: Property Manager, System Manager
  Use it
  1. Set a percentage (0 to 100) so OTAs sell above the hotel's own price.
  Check the OTA contract first: some require equal prices.
- Check what Channex holds
  Check what Channex holds
  Where: The connection › Check Channex
  Who: Property Manager, System Manager
  Use it
  1. Press Check Channex to compare the next 30 nights in Channex with what the PMS would send; differences are listed and alerted. Full Sync sends everything again.
- Recover bookings after an outage
  Recover bookings after an outage
  Where: The connection › Recover Bookings
  Who: Property Manager, System Manager
  Use it
  1. Choose a moment up to 31 days back; booking changes the PMS does not have are applied.
- Send the hotel's content to Channex
  Send the hotel's content to Channex
  Where: The connection › Channex › Send Content
  Who: Property Manager, System Manager
  Use it
  1. Send the website description, policies, times, contact details, address, logo, photos and room type descriptions, for Google's free booking links.
Connect the hotel to the OTAs through Channex
Where: Back Office › Channels & Setup › Channel Connections (Desk: SH Channel Connection)
Who: System Manager, Property Manager
Use it
1. Enter the Channex property id and the API key Surge created for this property, and save.
2. Choose Channex › Set up in Channex: room types and public rate plans are created there and mapped here, and the bookings webhook is registered.
3. Choose OTA Prices (With tax or Before tax), press Price Check to compare the next seven nights with the website, tick Enabled and save.
4. Press Full Sync once to send 500 days of availability, rates and restrictions.
A per-hotel go-live item: set up in each hotel's live environment (the owner, 18 Oct). Only Public rate plans can be mapped. Changes are sent on their own within a minute or two.
Handle OTA bookings
- Report a Booking.com no-show or invalid card
  Report a Booking.com no-show or invalid card
  Where: The reservation › Booking.com › Report No-Show / Report Invalid Card / Cancel for Invalid Card
  Who: Front Office, Property Manager
  Set it up
  1. Optionally set Report No-Shows to Booking.com on the connection so the night audit reports them.
  Use it
  1. Report the no-show within 48 hours of arrival midnight (choose whether to waive the fee), or report an invalid card before arrival and then cancel for it.
- Answer Airbnb requests and inquiries
  Answer Airbnb requests and inquiries
  Where: Desk › SH Channel Request
  Who: Front Office, Property Manager
  Use it
  1. Accept or Decline a request to book (within 24 hours) or a change; Pre-approve or Send Offer for an inquiry.
  Accept is refused when no room of that type is free every night.
- Reply to OTA guest messages shared with Core
  Reply to OTA guest messages
  Where: Guest Inbox; or the reservation › View › Guest Messages; the connection › Channex › Messages
  Who: Front Office, Property Manager
  Use it
  1. Open the conversation, reply, or mark No Reply Needed for Booking.com.
  Needs Channex's Messages & Reviews app.
- Import and reply to OTA reviews
  Import and reply to OTA reviews
  Where: The connection › Import Reviews; the feedback record › Reply on …
  Who: Property Manager
  Use it
  1. Tick Import Reviews; Booking.com, Airbnb and Expedia reviews arrive as guest feedback. Reply once with Reply on the OTA.
  A reply cannot be changed afterwards.
Handle OTA bookings
Where: Front Office › Reservations (source OTA); Front Desk › Requests
Who: Front Office, Property Manager
Use it
1. OTA bookings arrive as reservations at the OTA's prices with its reference; a change replaces the booking (the old one reads Superseded) and a cancellation cancels it.
2. Work the High front-desk requests for anything the PMS would not guess: an unmapped room, too many guests, an oversell, a change to a checked-in booking, a fee to post.
OTA bookings are changed or cancelled at the OTA, not here. No card data is ever kept.
See the channel manager's health
See the channel manager's health
Where: Manager › Channel manager; Desk › SH Channel ARI Delta
Who: Property Manager, System Manager
Use it
1. Read the connection status, changes waiting and failed, the last push and bookings check, warnings and bookings that need a person; use Full Sync if needed.
Turn on the guest's Manage Booking link
Turn on the guest's Manage Booking link
Where: Desk › SH Website Settings
Who: System Manager
Use it
1. Enter the booking website's Manage Booking Link (https) and the shared Manage Secret (at least 32 characters, the same one the website holds).
2. Save, then send yourself a test confirmation and follow its Manage booking button.
Leave both empty and no email carries the link. Changing the secret stops every link already sent.
Fill in what the booking website shows about the hotel
Fill in what the booking website shows about the hotel
Where: Desk › SH Property › Booking Website; Back Office › Rooms & Rates › Room Types › Booking Layer Content
Who: Property Manager
Use it
1. Write the hotel's description, add photos with what each shows, the town and country, and policy rows (children, pets, smoking).
2. Set Card Payments Recorded As, and the bank account details if guests may pay by transfer.
3. For each room type add its description, photo, size, bed and amenities.
Everything in that section is public; empty sections are not published.
Edit the website's home page, offers and pages
Edit the website's home page, offers and pages
Where: Back Office › Channels & Setup › Website Content (Desk: SH Website); or the property › View › Website Content
Who: Property Manager, System Manager
Use it
1. Choose the template and fill the Hero (headline, photo, announcement), Home Page highlights and reasons to book direct, and the Story.
2. Add Offers with their dates, badge and an optional promo code, and extra Pages with an address and body.
3. Tick Published and save; View Website opens the site.
Nothing is published until Published is ticked. An offer follows the hotel's business date.
Sell a rate with a promo code, or keep it off the website
Sell a rate with a promo code, or keep it off the website
Where: Back Office › Rooms & Rates › Rate Plans › Booking Website › Online Visibility
Who: Property Manager, Hospitality Accountant
Use it
1. Choose Public, With code (and type the 3 to 20 character Promo Code) or Not online.
2. Put the code on a website offer to advertise it, or send it to the guests it is for.
The desk, rate grid and channels still see every plan.
Refund a guest who paid but the booking failed
Refund a guest who paid but the booking failed
Where: Front Office › Requests (High, Front Desk)
Who: Front Office
Use it
1. Open the High request: it gives the amount, the gateway's reference and the guest's contact.
2. Refund in the payment gateway's own portal, then Complete the request saying what was done.
The PMS records that money is owed; it moves none.
Take card deposits on the booking website shared with Core
Take card deposits on the booking website
Where: Core › the property's payment gateway; the website's checkout
Who: System Manager
Use it
1. Enable the property's payment gateway in Core; the website then offers card, and a paid checkout becomes a confirmed booking with its deposit.
The website never holds a gateway key or sees a card. Money that cannot be booked is kept as customer credit and a refund request is raised.
Connect the hotel's own booking engine (ARI feed)
- Check the engine's bookings
  Check the engine's bookings
  Where: Reports › SH ARI Feed Bookings
  Who: Front Office, Property Manager
  Use it
  1. Run it for the property and engine to see every booking it sent in the last days, with what needs a look.
Connect the hotel's own booking engine (ARI feed)
Where: Back Office › Channels & Setup › Booking Engine Feeds (Desk: SH ARI Subscriber)
Who: System Manager, Property Manager
Use it
1. Create the engine's service user with the ARI Feed API role.
2. Create the subscriber: property, name, channel, service user, https endpoint, and the room types and rate plans it sells.
3. Copy the Signing Secret shown after the first save into the engine (it is shown once).
4. Send Test Event, then tick Enabled and save.
Use Full Sync Now and Rotate Secret as needed; only public internet addresses are allowed.
Let an OTA sell and collect payment itself (collecting channel)
Let an OTA sell and collect payment itself (collecting channel)
Where: Desk › SH Collecting Channel
Who: System Manager
Use it
1. In Core, set up the agency's own payment gateway and the properties it collects for.
2. Create a Booking API service user for the agency and a customer for it.
3. Create the Collecting Channel with the channel name, service user, gateway and customer, and tick Enabled.
Its stays arrive confirmed and billed to the agency's OTA folio, with no payment recorded at the hotel. A trip over several hotels is booked whole or not at all.

Setup

Set up a new hotel
- Create the property
  Create the property
  Where: Desk › SH Property › New
  Who: System Manager, Property Manager
  Use it
  1. Enter a short upper-case code (it starts every document name), the name, company, currency and timezone.
  2. Set the business date, the night audit cutoff, check-in and check-out times and how many days ahead rooms are on sale.
  3. Pick the revenue policy, the guest ledger, receivable and allowance accounts, the default tax template and the rooms warehouse.
- Set the hotel's brand and contact details
  Set the hotel's brand and contact details
  Where: Desk › SH Property › the property › Brand and contact
  Who: Property Manager
  Use it
  1. Add the logo and colours.
  2. Fill in the guest contact, address, maps link and guest information.
  3. List the hotel's social channels; guest emails use these details.
- Add outlets
  Add outlets
  Where: Desk › SH Outlet › New
  Who: Property Manager
  Use it
  1. Create at least the Rooms outlet (type Rooms).
  2. Add restaurants, bars, spa and others as needed; each outlet's revenue is reported on its own.
- Add items and prices
  Add items and prices
  Where: Desk › Item, and Item Price on the selling price list
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Make every sellable thing an item: room types, board supplements, menu items, treatments, minibar.
  2. Give each a price on the selling price list.
- Add room types and rooms
  - Sell a villa whole or by the bedroom
    Sell a villa whole or by the bedroom
    Where: Back Office › Rooms & Rates › Room Types and Rooms
    Who: Property Manager
    Use it
    Make the villa its own room type with one room, and its bedrooms a second type whose Component Of is the villa type.
    On each bedroom room, name the villa room as its Parent Room.
    Sell either type as usual; selling a bedroom takes the villa off sale whole, and selling the villa takes its bedrooms.
    Until bedrooms are assigned the count is cautious: two bedrooms of one villa can read as two villas lost. A whole villa checks in only when every bedroom is clean.
  Add room types and rooms
  Where: Back Office › Rooms & Rates › Room Types, then Rooms
  Who: Property Manager
  Use it
  1. For each room type set its item, base occupancy, maximum adults and maximum occupancy.
  2. For each room set the number, floor, type, any connecting room and extra amenities.
- Set up board types and meal periods
  Set up board types and meal periods
  Where: Back Office › Rooms & Rates › Board Types; Desk › SH Meal Period
  Who: Property Manager
  Use it
  1. Create each board type: included in the rate, or a supplement with its priced item, and the meals it includes.
  2. For each meal set its serving window, the outlets that serve it and the items that make one cover.
  A window that ends before it starts runs into the next day; a meal after midnight counts for the day its window began.
- Set up taxes and levies
  Set up taxes and levies
  Where: Desk › Sales Taxes and Charges Template; Desk › SH Statutory Levy
  Who: Hospitality Accountant, Property Manager
  Use it
  1. Set the property's default sales tax template.
  2. Add a statutory levy row for each per-night or per-person levy.
Set up a new hotel
Where: Desk › the setup wizard, then Back Office › Channels & Setup › Imports (Desk: SH Migration Import)
Who: System Manager, Property Manager
Use it
1. Create the company in the setup wizard: currency and chart of accounts.
2. Upload the onboarding workbook to build the property, outlets, items, room types, rooms, rates and taxes in one go, or enter them by hand in the order below.
3. Check the site settings checklist before the first guest.
The demo hotel builds a complete sample property in one step if you want to look around first.
Set up amenities
Set up amenities
Where: Back Office › Rooms & Rates › Amenities
Who: Property Manager
Use it
1. Create each amenity with its category (Property, Room or Both) and icon.
2. Assign them on the property, on room types, and as extras on single rooms.
Set the returning-guest arrival amenity
Set the returning-guest arrival amenity
Where: Desk › SH Property › Returning Guest Amenity, Regular Guest Amenity
Who: Property Manager
Use it
1. Name what a returning or regular guest finds in their room; housekeeping gets an Amenity job on arrival day.
Connect the hotel's WhatsApp number shared with Core
Connect the hotel's WhatsApp number
Where: Desk › SH WhatsApp Channel
Who: System Manager, Property Manager
Use it
1. Create the channel for the property with the phone number id, access token, app secret and verify token.
2. Register the webhook address at Meta.
3. Opt staff in with their numbers in the staff directory.
Failed sends retry every five minutes; after five tries they are dead and the security contacts are alerted.
Onboard a hotel from one workbook
- Download and fill the workbook
  Download and fill the workbook
  Where: SH Onboarding › Download Workbook
  Who: System Manager
  Use it
  1. Fill the Property sheet and the topic sheets; codes are short upper case, flags Y/N; delete each sample row.
  Ref: Onboarding.
- Validate the workbook
  Validate the workbook
  Where: SH Onboarding › Validate (dry run)
  Who: System Manager
  Use it
  1. Every sheet and cross-sheet reference is checked; nothing is written.
  Ref: Item 92.
- Import the workbook
  Import the workbook
  Where: SH Onboarding › Import
  Who: System Manager
  Use it
  1. The property and masters go in together; guests, calendar and bookings row by row.
  Ref: Onboarding.
- Run the go-live check
  Run the go-live check
  Where: SH Onboarding › Go-live check
  Who: System Manager
  Use it
  1. Read pass, warn or fail per item and fix each fail, then check again.
  Ref: Onboarding.
Onboard a hotel from one workbook
Where: Desk › SH Onboarding › New
Who: System Manager
Use it
1. Choose the company and save, then Download Workbook.
2. Fill the Property sheet and the topic sheets (outlets, room types, rooms, boards, rate plans, rates, resources, activities, staff, guests, rate calendar, reservations); delete each sample row.
3. Attach it and Validate (dry run): every problem is listed by sheet and row, nothing is written.
4. Import: the property and masters go in together; guests, calendar and bookings row by row.
5. Run the Go-live check and fix every fail.
Re-uploading a corrected file updates in place by code. An import sends no guest any message.
Import guests, staff, rates or bookings from a file
- Import guests
  Import guests
  Where: Imports › kind guests
  Who: Property Manager
  Use it
  1. Download the guests template, fill one row per guest, Validate, Import; guests are matched by email on a re-import.
  Ref: Migration import.
- Import staff
  Import staff
  Where: Imports › kind staff
  Who: Property Manager, System Manager
  Use it
  1. Fill one row per staff member; create_login Y makes a login only when a System Manager imports.
  A row whose mobile is already on a login is imported without one, with a warning. (Ref: Migration import.)
- Import rate calendar rows
  Import rate calendar rows
  Where: Imports › kind rate_calendar
  Who: Property Manager
  Use it
  1. Fill date, plan, room type, rate and restrictions; min and max stay must be whole numbers.
  Ref: Migration import.
- Import future reservations
  Import future reservations
  Where: Imports › kind reservations
  Who: Property Manager
  Use it
  1. Fill one row per booking (infants optional); valid rows sell inventory or import as oversell.
  History rows are refused. Counts must be whole numbers. No guest is sent any message. (Ref: Migration import.)
- Load bookings taken since the freeze (delta)
  Load bookings taken since the freeze (delta)
  Where: Imports › kind reservations (delta file)
  Who: System Manager, Property Manager
  Use it
  1. New external references import, known ones are skipped, and a row with status Cancelled cancels the booking under that reference.
  Ref: Migration import.
- Fix a refused row
  Fix a refused row
  Where: The import's Validate result
  Who: Property Manager
  Use it
  1. Read each refused row's sheet, row number and reason, correct the file and validate again.
  Ref: Migration import.
Import guests, staff, rates or bookings from a file
Where: Back Office › Channels & Setup › Imports (Desk: SH Migration Import)
Who: Property Manager, System Manager
Use it
1. Pick the kind and download its CSV template.
2. Fill it, save as CSV UTF-8, and attach it on the import's own form.
3. Validate (dry run), then Import the valid rows.
At most 5 MB and 20,000 rows. Staff logins are made only when a System Manager imports. (Ref: Migration import.)
Switch over from the old system (cutover)
Switch over from the old system (cutover)
Where: Desk › SH Migration Import (in_house); SH Onboarding › Cutover summary
Who: System Manager
Use it
1. Freeze the old system and export the in-house list with balances and the future bookings.
2. Fill the In-House sheet: one row per occupied room with real dates, plan, guests and what the guest owes today.
3. Import; each row is checked in with an 'Opening balance from previous system' line.
4. Compare the Cutover summary with the old system and sign off; load bookings taken since the freeze as a delta file.
Rooms must be vacant and clean in the new system first; a credit balance is refused.
Load the demo hotel for training and testing
Load the demo hotel for training and testing
Where: System Console › load_demo_data (code DEMO); remove_demo_data to take it away
Who: System Manager
Use it
1. Run the demo loader with the site's name as confirmation; it builds a full sample hotel with history, guests in house, housekeeping in every state, requests, rosters and templates.
2. Train and test on it; never on live guests.
3. Remove it with remove_demo_data before go-live.
It never touches a property it did not create. Core's suite loader can add audited trading history.
Check the site settings before go-live
Check the site settings before go-live
Where: Desk › System Settings, POS Settings, Accounts Settings, Selling Settings, Email Account
Who: System Manager
Use it
1. Confirm HTTPS, a short session expiry for desks, two-factor for System and Property Managers, developer mode and tests off, backups and log retention.
2. Check POS Invoice is the POS invoice type, the default price list and territory, and an outgoing email account.
3. Tick Requires Accounting Confirmation on every bank-transfer payment mode.
Add a property that is not a hotel (a restaurant, café or shop)
Add a property that is not a hotel (a restaurant, café or shop)
Where: Desk › SH Property › New › untick Hotel Property
Who: Property Manager, System Manager
Use it
1. Fill the name, code, company, currency and timezone.
2. Untick Hotel Property and save; no hotel fields, business date or Rooms outlet are asked for.
Hotel screens, reports, the night audit and the booking API leave it alone. It cannot be unticked on a property that already has rooms or bookings.

Restaurant

Getting started

Open the Restaurant
- Move between the Restaurant's screens
  Move between the Restaurant's screens
  Where: Restaurant › the tabs along the top (Operations: Outlet, Tables, Bookings, Orders, Kitchen, Stores, Reconcile; Back office: Menu, Setup)
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Press a tab to open that screen
  2. Tabs you have no access to are not shown
  On a phone the bottom bar shows Outlet, Tables, Bookings and Orders.
- Use the Desk sidebar
  Use the Desk sidebar
  Where: Desk › Restaurant sidebar
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Open the Restaurant group in the Desk sidebar
  2. Choose a screen (Outlet, Tables, Bookings, Orders, Kitchen, Approvals, Reconcile) or a record list (Checks, Kitchen Tickets, Reservations, Customers)
  3. The Menu and Setup sections hold the back-office screens and records
- Choose your property and outlet
  Choose your property and outlet
  Where: Any Restaurant screen › the property picker and outlet switcher in the header
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Pick the property at the top if you work at more than one
  2. Pick the outlet in the switcher beside the title
  3. Read the outlet's name at the end of the header sentence to be sure where you are working
  Stores and Recipes ask you to choose an outlet each session when the property has more than one.
- Read the business date
  Read the business date
  Where: Any Restaurant screen › the top bar
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Read the date the outlet is trading on in the top bar
  2. "Business dates differ" means the property's outlets are on different days: check each on the Outlet desk
  3. A blank date means no day is open
- Go back to the other apps
  Go back to the other apps
  Where: Restaurant › Apps link in the header
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Press Apps to go to the apps screen with every installed product
Open the Restaurant
Where: Apps screen › Restaurant
Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
Use it
1. Sign in
2. Press the Restaurant tile on the apps screen or pick it in the app switcher
3. The screen you land on depends on your role: floor staff on the Outlet desk, kitchen-only staff on the Kitchen display
Restaurant-only sites land straight on the outlet desk after sign-in.
Install the Restaurant on a site
Install the Restaurant on a site
Where: Bench (system administrator)
Who: System Manager
Set it up
1. Install Core first, then the Restaurant
2. Create the property in Core and a restaurant outlet of type F&B: Core gives it a cost center and a store
Use it
1. Install the app
2. Run the migration
3. Give staff their roles and a User Permission for their property
Needs Core 0.5.0 or later; the Restaurant does not need the hotel app.
Give staff their roles
- Floor staff and cashiers: F&B Outlet
  Floor staff and cashiers: F&B Outlet
  Where: Desk › User › Roles › F&B Outlet
  Who: System Manager
  Use it
  1. Give F&B Outlet to waiters, hosts and cashiers: they take orders, seat guests, settle bills and record waste and stock requests
- Kitchen staff: F&B Kitchen
  Kitchen staff: F&B Kitchen
  Where: Desk › User › Roles › F&B Kitchen
  Who: System Manager
  Use it
  1. Give F&B Kitchen to cooks and bartenders: they see the kitchen display, record waste and make prep batches
  The kitchen sees no bills, guests, bookings or prices.
- Hosts who take booking calls: F&B Bookings
  Hosts who take booking calls: F&B Bookings
  Where: Desk › User › Roles › F&B Bookings
  Who: System Manager
  Use it
  1. Give F&B Bookings to whoever answers booking calls: they make, change, confirm and cancel bookings and work the outlet's conversations in the Guest Inbox
  2. Seating, moving tables and no-shows stay with the floor team
  On a combined site the hotel's front desk can be given it too.
- Managers: Property Manager
  Managers: Property Manager
  Where: Desk › User › Roles › Property Manager
  Who: System Manager
  Use it
  1. Give Property Manager to restaurant managers: they set up outlets and menus, void fired food, approve within the limit, close the day and reconcile
- Finance: Hospitality Accountant
  Finance: Hospitality Accountant
  Where: Desk › User › Roles › Hospitality Accountant
  Who: System Manager
  Use it
  1. Give Hospitality Accountant to finance staff: they reconcile and sign off days, book supplier invoices, set the money accounts and read the reports
- The owner: Owner
  The owner: Owner
  Where: Desk › User › Roles › Owner
  Who: System Manager
  Use it
  1. Give Owner to the owner: they read Sales, the liquor register, the morning brief and alerts, and can send promotions
- Who approves above the limit
  Who approves above the limit
  Where: Core › Property › Approval threshold and Financial approvers
  Who: System Manager
  Use it
  1. Open the property in Core
  2. Set the approval threshold
  3. List the financial approvers who decide anything above it
Give staff their roles
Where: Desk › User › Roles
Who: System Manager
Use it
1. Open the user
2. Tick the role that fits the job
3. Add a User Permission for their property
4. Save
Each user also needs a User Permission for the property they work at.
Load the demo shared with Core
Load the demo
Where: Core › Suite demo
Who: System Manager
Use it
1. Load the suite demo from Core
2. Sign in as a demo user to walk the screens
3. Remove it from Core when finished
The demo adds a restaurant-only property and the hotel's restaurant, with menus, recipes, stock, a bar and a kitchen user.

Outlet desk

See the outlet at a glance
- Open the first business day
  Open the first business day
  Where: Restaurant › Outlet › Open Day
  Who: Property Manager
  Use it
  1. Press Open Day
  2. Type the date the outlet starts trading on
  3. Confirm: every bill from now on belongs to this date
  The day is the outlet's own date: not the hotel's and not the computer's.
- Read each outlet's business day
  Read each outlet's business day
  Where: Restaurant › Outlet › the banner
  Who: F&B Outlet, Property Manager
  Use it
  1. Read "Business day" and the date on the banner
  2. At a property with several outlets each outlet shows its own day
- Open your till (cashier shift) shared with Core
  Open your till (cashier shift)
  Where: Restaurant › Outlet › Open Shift
  Who: F&B Outlet, Property Manager
  Set it up
  1. The outlet has a POS Profile with its payment methods in ERPNext
  Use it
  1. Press Open Shift
  2. Count the starting cash in the drawer and type it as the float
  3. Confirm: cash and card bills you settle now go into your till
  One till per outlet: if someone else's till is open the banner says whose.
- Close your till shared with Core
  - Close a till left open by someone else shared with Core
    Close a till left open by someone else
    Where: Restaurant › Outlet › the other cashier's banner › Close Shift
    Who: Property Manager
    Use it
    Read whose till is open on the banner
    Press Close Shift and count the drawer
    Confirm: the note on the shift names who closed it
  - Close yesterday's till after midnight shared with Core
    Close yesterday's till after midnight
    Where: Restaurant › Outlet › Close Shift, then Open Shift
    Who: F&B Outlet, Property Manager
    Use it
    Count and close yesterday's till, even with tables still open
    Open today's till
    Settle the open tables into today's till
    The accounts will not take bills on a till opened on an earlier calendar day.
  Close your till
  Where: Restaurant › Outlet › Close Shift
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Close Shift
  2. Count the cash in the drawer and type it (0.00 is a count)
  3. Read whether the till is balanced, short or over and confirm Close Till
  4. If no answer comes, wait for the desk to read again and press Send Again
  Only the till's own cashier or a manager can close it; open tables carry on into the next till.
- Work today's bookings from the desk
  Work today's bookings from the desk
  Where: Restaurant › Outlet › Bookings panel
  Who: F&B Outlet, Property Manager
  Use it
  1. Read today's bookings and waiting parties
  2. Use the row's actions, or press Open Bookings for the Booking book
- Close the day from the desk
  Close the day from the desk
  Where: Restaurant › Outlet › Close Day
  Who: Property Manager
  Use it
  1. Press Close Day once every bill is settled and every till is closed
  2. Read the warnings and confirm the next date
  See Close Day for the full steps.
- Open the shift form shared with Core
  Open the shift form
  Where: Restaurant › Outlet › Open Shift Form
  Who: Property Manager
  Use it
  1. Press Open Shift Form to see Core's cashier shift record for the till
See the outlet at a glance
Where: Restaurant › Outlet (Desk: sh-outlet-desk)
Who: F&B Outlet, Property Manager
Set it up
1. The outlet exists in Core as a restaurant outlet
2. Staff have F&B Outlet and a User Permission for the property
Use it
1. Open the Outlet tab
2. Read the business day, the till, the open bills, today's bookings and the kitchen tickets with how long each has waited
3. Press Open on a row to go to that bill, booking or ticket

Tables & Seating

Watch the floor
- Read the floor plan
  Read the floor plan
  Where: Restaurant › Tables › Floor Plan
  Who: F&B Outlet, Property Manager
  Use it
  1. Find each table where it stands in its room
  2. Read its state word, the seats filled by covers, a red "!" for allergies and a purple edge for tables pushed together
  3. Read the legend under each room
- Read the list
  Read the list
  Where: Restaurant › Tables › List
  Who: F&B Outlet, Property Manager
  Use it
  1. Read tables sorted by state then time open, with the bill, covers, time sat, next booking and total
- Read the timeline
  Read the timeline
  Where: Restaurant › Tables › Timeline
  Who: F&B Outlet, Property Manager
  Use it
  1. Read one row per table across today's services
  2. Each booking is a block from arrival to when the table is needed again, coloured Seated, Confirmed, Offered or Late
  3. The line shows now
  A dashed outline marks a booking a manager allowed past a rule; its reason is written on the booking.
- Open a table's panel
  Open a table's panel
  Where: Restaurant › Tables › press a table
  Who: F&B Outlet, Property Manager
  Use it
  1. Press any table
  2. Read the party seated, its open bills, its next booking and any allergies
  3. Use the panel's actions
- Read a seated guest's allergies
  Read a seated guest's allergies
  Where: Restaurant › Tables › a table with "!"
  Who: F&B Outlet, Property Manager
  Use it
  1. Press the table
  2. Read the allergies in red in the panel
  Allergies are what the guest reported, never a promise of allergen-free food.
Watch the floor
Where: Restaurant › Tables (Desk: sh-floor-desk)
Who: F&B Outlet, Property Manager
Set it up
1. Areas and tables are set up for the outlet (Setup › Areas, Setup › Tables)
2. Service hours are set in Outlet setup
Use it
1. Open Tables
2. Choose Floor Plan, List or Timeline
3. Read each table's state: Free, Seated, Bill, Reserved soon or Out of service
The screen refreshes every 30 seconds; a failed refresh keeps the last screen with "Not Updated Since" and Try Again.
Seat guests
- Seat a walk-in party
  Seat a walk-in party
  Where: Restaurant › Tables › Seat Walk-In (or a free table › Seat walk-in here)
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Seat Walk-In, or press a free table and Seat walk-in here
  2. Type how many guests, and their name and phone if given
  3. Press Seat: the table turns Seated
  Staff can't seat over a booking or capacity; only a manager can, with a reason.
- Seat a booked party
  Seat a booked party
  Where: Restaurant › Tables › Bookings still to come › Seat
  Who: F&B Outlet, Property Manager
  Use it
  1. Find the booking in the list beside the plan
  2. Press Seat: the booking's tables are taken
  3. Move first if the party wants another table
- Offer a waiting party a table
  Offer a waiting party a table
  Where: Restaurant › Tables › Waiting › Offer
  Who: F&B Outlet, Property Manager
  Use it
  1. Find the waiting party
  2. Press Offer and pick a table
  3. Seat them when they come, or offer again
  The offer holds the table for the outlet's offer hold (10 minutes by default).
- Open the bill for a seated party
  Open the bill for a seated party
  Where: Restaurant › Tables › a seated table › Open check
  Who: F&B Outlet, Property Manager
  Use it
  1. Press the seated table
  2. Press Open check: the new bill opens on the Orders screen with the booking linked
- Move or combine tables
  Move or combine tables
  Where: Restaurant › Tables › a table › Move / combine
  Who: F&B Outlet, Property Manager
  Use it
  1. Press the table
  2. Press Move / combine
  3. Pick the new table, or extra tables to push together, and confirm
  Combined tables add their seats; every bill on them stays its own.
- The party left
  The party left
  Where: Restaurant › Tables › a seated table › Party left
  Who: F&B Outlet, Property Manager
  Use it
  1. Press the table after the guests have gone
  2. Press Party left and confirm: the table is released
- Free a table now
  Free a table now
  Where: Restaurant › Tables › a table › Free Now
  Who: F&B Outlet, Property Manager
  Use it
  1. Press the table
  2. Press Free Now to release it for the next party
- See online requests nobody has answered
  See online requests nobody has answered
  Where: Restaurant › Tables › the amber notice
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Read the names and party sizes in the amber notice
  2. Open each in Bookings and confirm, offer a table or cancel it
  Listed once an online enquiry has waited more than 2 hours.
Seat guests
Where: Restaurant › Tables
Who: F&B Outlet, Property Manager
Use it
1. Choose whether the party is a walk-in or has a booking
2. Seat them at a table that fits
Take a table out of service
- Put a table back in service
  Put a table back in service
  Where: Restaurant › Tables › a table › Put Back in Service
  Who: Property Manager
  Use it
  1. Press the table
  2. Press Back in service
Take a table out of service
Where: Restaurant › Tables › a table › Take out of service
Who: Property Manager
Use it
1. Press the table
2. Press Take out of service and give the reason
3. It shows greyed with its reason and cannot be booked
Draw the floor plan
- Place a table on the plan
  Place a table on the plan
  Where: Restaurant › Tables › Edit Layout › Not on the plan yet
  Who: Property Manager
  Use it
  1. Tap a table in "Not on the plan yet"
  2. Tap where it stands in the room
- Move or turn a table
  Move or turn a table
  Where: Restaurant › Tables › Edit Layout › the table
  Who: Property Manager
  Use it
  1. Tap the table, then tap its new place, or use the arrow keys
  2. Turn a long table, booth or counter
  3. Use One cell wider, narrower, taller or shorter
- Change a table's seats or shape
  Change a table's seats or shape
  Where: Restaurant › Tables › Edit Layout › the table
  Who: Property Manager
  Use it
  1. Use One seat more or One seat fewer
  2. Pick the shape: Round, Square, Long, Booth or Counter
- Add a table or a feature
  Add a table or a feature
  Where: Restaurant › Tables › Edit Layout › Add a Table / Add a Feature
  Who: Property Manager
  Use it
  1. Press Add a Table and give it a name
  2. Press Add a Feature for a bar, a wall or a door
- Take a table off the plan
  Take a table off the plan
  Where: Restaurant › Tables › Edit Layout › the table › Take Off the Plan
  Who: Property Manager
  Use it
  1. Tap the table
  2. Press Take Off the Plan: it returns to "Not on the plan yet"
- Save or discard the layout
  Save or discard the layout
  Where: Restaurant › Tables › Edit Layout › Done / Cancel
  Who: Property Manager
  Use it
  1. Press Done: "Layout Saved"
  2. Press Cancel, then Discard Changes to throw the edit away, or Keep Editing
  Two tables can't overlap; the plan names the clash.
Draw the floor plan
Where: Restaurant › Tables › Floor Plan › Edit Layout
Who: Property Manager
Set it up
1. Each table has an area
Use it
1. Press Edit Layout
2. Place, move, turn and size the tables
3. Press Done to save, or Cancel
It takes a few minutes and is done once; only a manager sees Edit Layout.

Bookings

Work the Booking book
- Read the guest panel
  Read the guest panel
  Where: Restaurant › Bookings › a booking › guest panel
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Pick a booking with a known guest
  2. Read their visits, last visit, average spend, no-shows, contact, allergies and preferences
  "Regular" shows from the third visit.
Work the Booking book
Where: Restaurant › Bookings (Desk: sh-bookings-desk)
Who: F&B Bookings, F&B Outlet, Property Manager
Set it up
1. Service hours and booking rules are set in Outlet setup
Use it
1. Open Bookings
2. Move between days (the book starts on the outlet's business day)
3. Filter by source and pick a booking to see its actions and the guest panel
Take a booking
- Take a phone booking
  Take a phone booking
  Where: Restaurant › Bookings › Add Booking › Booking
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Press Add Booking and choose Booking
  2. Pick where it came from: Phone, WhatsApp, Instagram, Email, Walk-in or Other
  3. Type the arrival time, party size, name, phone and any notes or allergies
  4. Pick tables, or leave them for the system to choose
  5. Save
  Phones need their country code; Sri Lanka is first in the picker.
- Book anyway past a rule
  Book anyway past a rule
  Where: Restaurant › Bookings › Add Booking › Book anyway
  Who: F&B Bookings, Property Manager
  Use it
  1. Read the refusal: a taken table, too few seats, outside hours or too far ahead
  2. Press Book anyway and give the reason
  3. The reason shows on the booking in red, amber or grey
  Only a manager may double-book a table; F&B Bookings may book further ahead than usual.
- Put a party on the waitlist
  Put a party on the waitlist
  Where: Restaurant › Bookings › Add Booking › Waitlist
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Choose Waitlist
  2. Type the party size, name and phone
  3. When a table frees, offer it from Tables
- Take a large-party enquiry
  Take a large-party enquiry
  Where: Restaurant › Bookings › Add Booking › Large-party enquiry
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Choose Large-party enquiry
  2. Type the party, the date and the guest
  3. Confirm it into tables when agreed
  An enquiry holds no table until confirmed.
- Book an event with an agreed menu
  Book an event with an agreed menu
  Where: Restaurant › Bookings › Add Booking › Event (agreed menu and price)
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Add the booking or enquiry
  2. Fill in Event: the agreed menu and price
  3. Ask a deposit if one is needed
Take a booking
Where: Restaurant › Bookings › Add Booking
Who: F&B Bookings, F&B Outlet, Property Manager
Use it
1. Choose Booking, Waitlist or Large-party enquiry
2. Fill in the guest and the time
3. Save
Change a booking
- Confirm a booking
  Confirm a booking
  Where: Restaurant › Bookings › a booking › Confirm The Booking
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Pick the booking or enquiry
  2. Press Confirm The Booking
  3. Choose tables if asked
- Move a booking to other tables
  Move a booking to other tables
  Where: Restaurant › Bookings › a booking › Move
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Move
  2. Pick the new tables and confirm
- Cancel a booking
  Cancel a booking
  Where: Restaurant › Bookings › a booking › Cancel Booking
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Press Cancel Booking
  2. Give the reason
  3. Confirm: the guest loses their table
- Mark a no-show
  Mark a no-show
  Where: Restaurant › Bookings › a late booking › Mark No-Show
  Who: F&B Outlet, Property Manager
  Use it
  1. Wait until the booking shows Late
  2. Press Mark No-Show and confirm
  A booking shows Late once past the no-show grace; only staff mark it No-show.
Change a booking
Where: Restaurant › Bookings › a booking › Open
Who: F&B Bookings, F&B Outlet, Property Manager
Use it
1. Open the booking's form
2. Change the time, party, guest details or notes
3. Save: capacity is checked again
Online bookings from the website
- Book a table online (guest)
  Book a table online (guest)
  Where: Hotel website › Book a table
  Who: Guest
  Use it
  1. Choose the outlet, date and party size
  2. Pick one of the times offered
  3. Give a name and phone with its country code, and an email
  4. Receive the booking reference and confirmation
- Check or cancel an online booking (guest)
  Check or cancel an online booking (guest)
  Where: Booking confirmation › the booking link
  Who: Guest
  Use it
  1. Open the link in the confirmation
  2. Read the booking's status, time and party
  3. Cancel it if plans changed: the table is freed
  A seated, completed or no-show booking can't be cancelled online.
- Send the booking confirmation
  Send the booking confirmation
  Where: Restaurant › Bookings › a booking › confirmation button
  Who: F&B Bookings, F&B Outlet, Property Manager
  Set it up
  1. The site admin has the WhatsApp booking template approved by Meta
  Use it
  1. Pick the booking
  2. Press the confirmation button
  3. Read whether it went by WhatsApp or email
  It goes by WhatsApp when the property has WhatsApp and the guest gave a phone; otherwise by email.
- Answer an online enquiry
  Answer an online enquiry
  Where: Restaurant › Bookings › an Online enquiry
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Pick the enquiry
  2. Confirm it into tables, offer a table or cancel it
Online bookings from the website
Where: Restaurant › Bookings (source Online)
Who: F&B Bookings, F&B Outlet, Property Manager
Set it up
1. Outlet setup › Website › Take Reservations on the Website
2. Set the online party sizes, notice, days ahead and slot length in the booking rules
3. Mark which areas can be booked online
Use it
1. Guests choose from the times the website offers: only times with a free table
2. Their booking confirms itself into a table and shows with source Online
3. Larger parties arrive as an enquiry for staff to answer
Take a deposit on a booking
- Ask a deposit
  Ask a deposit
  Where: Restaurant › Bookings › a booking › Deposit › Ask
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Press Ask
  2. Type the amount ("Ask a deposit of")
- Take it at the till
  Take it at the till
  Where: Restaurant › Bookings › a booking › Deposit › Take at the Till
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Press Take at the Till
  2. Choose cash or a card method on your open till
  3. Type the approval code for a card
  A card needs the slip's approval code, never the card number.
- Send a payment link for it shared with Core
  Send a payment link for it
  Where: Restaurant › Bookings › a booking › Deposit › Send a Payment Link
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Press Send a Payment Link
  2. Send it to the booking's phone or email
  3. It shows as paid when the guest pays
- Call off an unpaid deposit
  Call off an unpaid deposit
  Where: Restaurant › Bookings › a booking › Deposit › Call It Off
  Who: F&B Bookings, F&B Outlet, Property Manager
  Use it
  1. Press Call It Off: the ask and any open link are cancelled
- Keep a deposit
  Keep a deposit
  Where: Restaurant › Bookings › a booking › Deposit › Keep It
  Who: Property Manager
  Use it
  1. For a no-show or late cancellation press Keep It
  2. Give the reason: the money becomes income
- Give a deposit back
  Give a deposit back
  Where: Restaurant › Bookings › a booking › Deposit › Refund in Cash / Refund
  Who: Property Manager
  Use it
  1. Press Refund in Cash for a deposit taken at the till, or Refund for one paid by link
  2. Give the reason
  3. For a link, press The Gateway Refunded It once the gateway has refunded it
- Use the deposit on the bill
  Use the deposit on the bill
  Where: Restaurant › Settle
  Who: F&B Outlet, Property Manager
  Use it
  1. Open Settle for the party's bill
  2. Read "Deposit paid ahead" under the total
  3. Take only the rest
Take a deposit on a booking
Where: Restaurant › Bookings › a booking › Deposit card
Who: F&B Bookings, F&B Outlet, Property Manager
Set it up
1. An accountant sets the deposit accounts in Outlet setup › Deposits and Gift Cards
Use it
1. Pick a confirmed, offered or seated booking
2. Use the Deposit card beside it
The deposit is held for the guest until their bill spends it.
See the booking beside a guest's message shared with Core
See the booking beside a guest's message
Where: Guest Inbox (launcher) › the conversation
Who: F&B Bookings, F&B Outlet, Property Manager
Set it up
1. The outlet's WhatsApp number or mailbox is set up in Core's messaging
Use it
1. Open the Guest Inbox
2. Open the diner's conversation
3. Read their booking beside it: seated now, the next one, or the last visit
Staff without access to bookings see only the guest's name.
Keep guest records
- Merge two records of one guest
  Merge two records of one guest
  Where: Restaurant › Customers › the record › Rename › Merge
  Who: Property Manager
  Use it
  1. Open the duplicate
  2. Rename it to the other record's name and tick Merge
- Erase a guest
  Erase a guest
  Where: Restaurant › Customers › the record › Erase
  Who: Property Manager
  Use it
  1. Open the record
  2. Press Erase and confirm: their bookings, contact and allergies are cleared
  Settled bills keep the guest as they were; for every app at once use the guest data request.
Keep guest records
Where: Restaurant › Customers (Desk: SH Restaurant Customer)
Who: F&B Bookings, F&B Outlet, Property Manager
Use it
1. Open Customers
2. Find the guest by name or phone
3. Correct their contact, allergies or preferences and save

Orders

See the open orders
See the open orders
Where: Restaurant › Orders (Desk: sh-order-desk)
Who: F&B Outlet, Property Manager
Set it up
1. A business day is open at the outlet
2. The outlet's menu is set up (Menu)
Use it
1. Open Orders
2. Read every open bill at the outlet
3. Press one to open it with the menu beside it
Start an order
- Start a dine-in order
  Start a dine-in order
  Where: Restaurant › Orders › New order › Dine-in
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose Dine-in
  2. Pick a free table, or none
  3. Type the covers
- Start a takeaway order
  Start a takeaway order
  Where: Restaurant › Orders › New order › Takeaway
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose Takeaway
  2. Type the guest's name, phone with its country code and pickup time
  3. The order opens straight away
  The phone finds the guest's record and carries their allergies.
- Open an order from a table
  Open an order from a table
  Where: Restaurant › Tables › a seated table › Open check
  Who: F&B Outlet, Property Manager
  Use it
  1. Press the seated table
  2. Press Open check, or open its existing bill
Start an order
Where: Restaurant › Orders › New order
Who: F&B Outlet, Property Manager
Use it
1. Press New order
2. Choose dine-in or takeaway
3. The order opens ready for dishes
Take an order
- Find a dish
  Find a dish
  Where: Restaurant › Orders › an order › Search
  Who: F&B Outlet, Property Manager
  Use it
  1. Type words from the dish's name or code in the search box
  2. Clear the box to see the tab again
- Use Most ordered
  Use Most ordered
  Where: Restaurant › Orders › an order › Most ordered tab
  Who: F&B Outlet, Property Manager
  Use it
  1. Open the first tab to see the outlet's twelve best sellers of the last 14 days
- Add a dish in one tap
  Add a dish in one tap
  Where: Restaurant › Orders › an order › a dish
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose the seat
  2. Tap a dish without options: it is added at once
- Add a dish with options
  Add a dish with options
  Where: Restaurant › Orders › an order › a dish with options
  Who: F&B Outlet, Property Manager
  Use it
  1. Tap the dish
  2. Choose quantity, seat, course and options
  3. Add a note for the kitchen
  4. Add it
  Charged options show their price and go on the bill under the dish.
- Order a half portion
  Order a half portion
  Where: Restaurant › Orders › an order › Half under the dish
  Who: F&B Outlet, Property Manager
  Set it up
  1. The dish's menu row names its half portion, which has its own menu row
  Use it
  1. Press Half under the dish's button
  2. It is added at the half's price
  "Half · not now" means the half is not available.
- Order a set menu or combo
  Order a set menu or combo
  Where: Restaurant › Orders › an order › the set dish
  Who: F&B Outlet, Property Manager
  Set it up
  1. The set's choice group is ticked Part of a set (Menu › Modifier Groups)
  Use it
  1. Tap the set
  2. Choose its parts, such as two curries
  3. Read any supplement beside a choice
  4. Add it: the order lists the parts under the set
- Enter a market-price dish
  Enter a market-price dish
  Where: Restaurant › Orders › an order › a market-price dish
  Who: F&B Outlet, Property Manager
  Use it
  1. Tap the dish
  2. Type today's price
  3. Add it
- Change a dish's seat
  Change a dish's seat
  Where: Restaurant › Orders › an order › the dish › seat
  Who: F&B Outlet, Property Manager
  Use it
  1. Pick the dish
  2. Choose the new seat
  After firing the kitchen display shows the seat change in amber.
- Remove a dish not yet sent
  Remove a dish not yet sent
  Where: Restaurant › Orders › an order › the dish › Remove
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Remove on a dish that shows Not sent
  2. It goes, with its options, and no reason is needed
- Record the guests' allergies
  Record the guests' allergies
  Where: Restaurant › Orders › an order › Allergies
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Allergies
  2. Type what the guests report
  3. Save: the next kitchen ticket carries them and is marked updated
  Shown in red; never a promise of allergen-free food.
- Sell no liquor on a dry day
  Sell no liquor on a dry day
  Where: Restaurant › Orders › an order
  Who: F&B Outlet, Property Manager
  Use it
  1. Read the refusal when a liquor dish is added on a dry day
  2. Offer food or soft drinks instead
  On Poya days no outlet sells liquor; festival days only where the licence allows.
Take an order
Where: Restaurant › Orders › an order › the menu
Who: F&B Outlet, Property Manager
Use it
1. Pick a menu tab or search
2. Choose the seat in "Adding for"
3. Tap a dish
Sold-out and paused dishes are greyed; a counted dish shows how many are left.
Send food to the kitchen
- Hold a course
  Hold a course
  Where: Restaurant › Orders › an order › the course › Hold
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Hold on the course that should wait, such as mains
- Fire every course not held
  Fire every course not held
  Where: Restaurant › Orders › an order › Fire Every Course Not Held
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Fire Every Course Not Held: everything not held goes to its station
- Fire a held course
  Fire a held course
  Where: Restaurant › Orders › an order › the course › Fire Course
  Who: F&B Outlet, Property Manager
  Use it
  1. When the table is ready press Fire Course on the held course
  2. Or press Release to let it go with the next fire
- Follow a dish in the kitchen
  Follow a dish in the kitchen
  Where: Restaurant › Orders › an order › the dish's state
  Who: F&B Outlet, Property Manager
  Use it
  1. Read each dish: Not sent, Held, Sent · not seen yet, Seen by kitchen, Preparing, Ready, Served or Voided
Send food to the kitchen
Where: Restaurant › Orders › an order
Who: F&B Outlet, Property Manager
Use it
1. Hold any course that should wait
2. Fire what is ready to go
3. Follow each dish's state
Each station gets its own ticket; a resend never sends twice.
Correct a bill
- Void a sent dish
  Void a sent dish
  Where: Restaurant › Orders › an order › the dish › Void
  Who: Property Manager
  Use it
  1. Press Void on a fired dish
  2. Choose how many and the reason
  3. Confirm: the kitchen gets a void ticket and a VOID slip
  Served food is never voided: give it free or refund it.
- Give a dish free
  - Charge a free dish again
    Charge a free dish again
    Where: Restaurant › Orders › an order › the dish › Charge Again
    Who: F&B Outlet, Property Manager
    Use it
    Press Charge Again: the price returns, with no reason needed
  Give a dish free
  Where: Restaurant › Orders › an order › the dish › Give Free
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Give Free
  2. Pick the reason
  3. The price shows struck through and marked Free
- Discount the bill
  - Change or remove the discount
    Change or remove the discount
    Where: Restaurant › Orders › an order › Change Discount / Remove Discount
    Who: F&B Outlet, Property Manager
    Use it
    Press Change Discount to alter it, or Remove Discount to take it off
  Discount the bill
  Where: Restaurant › Orders › an order › Discount Bill
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Discount Bill
  2. Choose percent or amount and type it
  3. Pick the reason and apply
  One discount per bill, off the price before tax.
- Waive the service charge
  - Put the service charge back
    Put the service charge back
    Where: Restaurant › Orders › an order › Put Service Charge Back
    Who: F&B Outlet, Property Manager
    Use it
    Press Put Service Charge Back
  Waive the service charge
  Where: Restaurant › Orders › an order › Waive Service Charge
  Who: F&B Outlet, Property Manager
  Set it up
  1. The service-charge tax row is named in Outlet setup
  Use it
  1. Press Waive Service Charge
  2. Give the reason
- See what waits for approval
  - Withdraw a request
    Withdraw a request
    Where: Restaurant › Orders › an order › Withdraw Request
    Who: F&B Outlet, Property Manager
    Use it
    Press Withdraw Request on the amber row
    Only the person who asked, or a manager, can withdraw.
  See what waits for approval
  Where: Restaurant › Orders › an order › Changes to this bill
  Who: F&B Outlet, Property Manager
  Use it
  1. Read who gave each change and why
  2. Amber rows marked Waiting For Approval are still with an approver
- Void the whole bill
  Void the whole bill
  Where: Restaurant › Orders › an order › Void
  Who: Property Manager
  Use it
  1. Press Void on the bill
  2. Pick the reason
  3. Every station is told what to stop
  Not possible once anything is served.
Correct a bill
Where: Restaurant › Orders › an order
Who: F&B Outlet, Property Manager
Use it
1. Choose the change
2. Pick a reason from the list (Other needs a note)
3. Read whether it applied or is waiting for approval
Changes above the property's limit wait for an approver; the bill can still be settled at full price meanwhile.
Split and join bills
- Split the bill by seat
  Split the bill by seat
  Where: Restaurant › Orders › an order › Split Bill › by seat
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Split Bill
  2. Choose the seats whose dishes move
  3. Confirm and open the new bill
- Split the bill by dish
  Split the bill by dish
  Where: Restaurant › Orders › an order › Split Bill › pick dishes
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Split Bill
  2. Pick dishes, or part of a line
  3. Read what moves and what stays, and confirm
- Pay in parts on one bill
  Pay in parts on one bill
  Where: Restaurant › Settle › add several tenders
  Who: F&B Outlet, Property Manager
  Use it
  1. Open Settle
  2. Add a payment per guest until the bill is covered
  Splitting "four ways" is several payments on one bill, not a split.
- Join two orders
  Join two orders
  Where: Restaurant › Orders › an order › Join Orders
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Join Orders
  2. Pick the other open order from today
  3. Confirm: the other order closes into this one
Split and join bills
Where: Restaurant › Orders › an order
Who: F&B Outlet, Property Manager
Use it
1. Use Split Bill to make a second bill, or Join Orders to make one bill
A discounted bill, or one waiting for approval, can't be split or joined.
Move an order to another table
Move an order to another table
Where: Restaurant › Orders › an order › Move Table
Who: F&B Outlet, Property Manager
Use it
1. Press Move Table
2. Pick a free table
Put a bill on a hotel room
- Take a bill off a room
  Take a bill off a room
  Where: Restaurant › Orders › an order › Take Off the Room
  Who: Property Manager
  Use it
  1. Press Take Off the Room
  2. Give the reason
Put a bill on a hotel room
Where: Restaurant › Orders › an order › Put on a Room
Who: F&B Outlet, Property Manager
Use it
1. Press Put on a Room
2. Pick the room and guest
3. The bill stays open and reads "On Room …"
Shown only where the hotel app is installed; the guest can't check out until it is settled.
Send a payment link for the bill shared with Core
- Pay the bill by link (guest) shared with Core
  Pay the bill by link (guest)
  Where: The payment link
  Who: Guest
  Use it
  1. Open the link
  2. Pay the amount shown
- Read a paid link not yet recorded
  Read a paid link not yet recorded
  Where: Restaurant › Orders / Settle › "Paid by link"
  Who: F&B Outlet, Property Manager
  Use it
  1. Read "Paid by link: … not yet recorded"
  2. Settle takes only the rest
Send a payment link for the bill
Where: Restaurant › Orders › an order › Send Payment Link
Who: F&B Outlet, Property Manager
Set it up
1. A system manager sets up the payment gateway in Core, with its payment method on the outlet's till
Use it
1. Send every dish to the kitchen first
2. Press Send Payment Link
3. Send it by email or WhatsApp, or copy it
The link always asks for the bill as it stands; the bill settles itself when paid.
Sell a gift card
Sell a gift card
Where: Restaurant › Orders › Sell a Gift Card
Who: F&B Outlet, Property Manager
Set it up
1. An accountant sets the gift card accounts in Outlet setup › Deposits and Gift Cards
Use it
1. Press Sell a Gift Card
2. Type its value and take payment in cash or by card on your open till
3. Write the code and the expiry date on the card
The whole code shows only once: write it on the card.
Settle the bill
Settle the bill
Where: Restaurant › Orders › an order › Settle
Who: F&B Outlet, Property Manager
Use it
1. Press Settle: the Settle screen opens
Settle stays off while any dish is not sent.
Takeaway orders from the QR code
- Accept a takeaway order
  Accept a takeaway order
  Where: Restaurant › Orders › Takeaway Orders by QR › Accept
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Accept
  2. Set the "Ready at" time (the guest's by default)
  3. The bill opens and the kitchen gets the food
- Turn down a takeaway order
  Turn down a takeaway order
  Where: Restaurant › Orders › Takeaway Orders by QR › Turn Down
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Turn Down
  2. Give the reason the guest will read
  Not deciding in time also turns it down; a paid order is then due back.
- Mark it ready
  Mark it ready
  Where: Restaurant › Orders › Takeaway Orders by QR › Ready
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Ready when the food is packed
- Hand it over
  Hand it over
  Where: Restaurant › Orders › Takeaway Orders by QR › Open the Bill / Collected
  Who: F&B Outlet, Property Manager
  Use it
  1. Ask for the six-character reference
  2. Press Open the Bill to settle it if not paid online
  3. Press Collected
  Collected needs the bill settled.
- Order a takeaway by QR (guest)
  Order a takeaway by QR (guest)
  Where: The outlet's takeaway QR code
  Who: Guest
  Use it
  1. Scan the takeaway code
  2. Choose dishes and a pickup time
  3. Give a name and phone and choose to pay now or at pickup
  4. Read the reference to give at the counter
Takeaway orders from the QR code
Where: Restaurant › Orders › Takeaway Orders by QR
Who: F&B Outlet, Property Manager
Set it up
1. Outlet setup › Guest ordering › Takeaway by QR is ticked
Use it
1. Watch the list above the open orders
2. Accept or turn down each order in time
3. Mark it Ready and Collected
Refreshed every 15 seconds while any order is waiting.
Packaging on takeaway bills
Packaging on takeaway bills
Where: Restaurant › Orders › an order › Packaging
Who: F&B Outlet, Property Manager
Set it up
1. In Outlet setup choose the packaging item, whether it is charged per order or per dish, on takeaway and delivery, and the item groups that need none
Use it
1. Read "Packaging" under the subtotal of a takeaway order
2. It is added to the bill at its own price
Guests order at the table by QR
- Answer a guest's call or bill request
  Answer a guest's call or bill request
  Where: Desk › SH Table Request
  Who: F&B Outlet, Property Manager
  Use it
  1. Open Table Requests
  2. Go to the table that called for staff or the bill
- Charge to my room (guest request)
  Charge to my room (guest request)
  Where: The table's QR page › Charge to My Room
  Who: F&B Outlet, Property Manager
  Use it
  1. Read the guest's room and surname
  2. Check their key card
  3. Use Put on a Room on the order
  It is a request: staff check the key card first.
Guests order at the table by QR
Where: The table's QR code
Who: Guest
Set it up
1. Outlet setup › Guest ordering is switched on by a system manager
2. Table cards are printed
Use it
1. Scan the code on the table
2. Read the menu and send a round
3. Follow the round to the table
4. Ask for the bill, pay online or call staff
Nothing to install and no sign-up.

Settle

Take payment for a bill
- Pay in cash
  Pay in cash
  Where: Restaurant › Settle › Cash
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Cash
  2. Pick the exact amount or a note above it
  3. Read the change due and give it
- Pay by card
  Pay by card
  Where: Restaurant › Settle › Card
  Who: F&B Outlet, Property Manager
  Set it up
  1. The payment method is marked "Taken on a card terminal"
  Use it
  1. Charge the card on the venue's own terminal
  2. Press Card
  3. Type the approval code from the slip
  The app does not talk to the terminal or check the code.
- Pay with cash and card together
  Pay with cash and card together
  Where: Restaurant › Settle › add payments
  Who: F&B Outlet, Property Manager
  Use it
  1. Add a card for part
  2. Add cash for the rest
  3. Send when the total is covered
- Remove a payment before sending
  Remove a payment before sending
  Where: Restaurant › Settle › the payment › remove
  Who: F&B Outlet, Property Manager
  Use it
  1. Remove the payment from the list
  2. Add the right one
- Add the card tip
  Add the card tip
  Where: Restaurant › Settle › Tip
  Who: F&B Outlet, Property Manager
  Set it up
  1. A tip account is set in Outlet setup
  Use it
  1. Type the tip the guest added on the card machine
  2. Read Bill, Tip and Total to charge
  3. Charge the card for the total
  No tax or service charge on a tip; cash left on the table is not recorded.
- Pay with a gift card
  Pay with a gift card
  Where: Restaurant › Settle › Gift Card
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose Gift Card
  2. Type the gift card code, and press Check balance to see what it holds
  3. Use up to what the card holds and take the rest another way
  An expired or another property's card is refused.
- Use a deposit paid ahead
  Use a deposit paid ahead
  Where: Restaurant › Settle › Deposit paid ahead
  Who: F&B Outlet, Property Manager
  Use it
  1. Read the deposit under the total
  2. Take only the rest
- Charge to a monthly account
  Charge to a monthly account
  Where: Restaurant › Settle › On account
  Who: F&B Outlet, Property Manager
  Set it up
  1. The account is opened (Restaurant › Accounts)
  Use it
  1. Choose On account
  2. Pick the account and who signs
  3. Read what it owes, its limit and what is left
  4. Charge the bill to the account
  Over the limit only a manager can allow the bill, with a reason.
- Settle as a staff meal
  Settle as a staff meal
  Where: Restaurant › Settle › Settle as a staff meal
  Who: F&B Outlet, Property Manager
  Set it up
  1. The person or their role is on the Staff Meal Allowance list
  2. Outlet setup has meals per day and the staff welfare account
  Use it
  1. Press Settle as a staff meal
  2. Pick the person and read their meals left today
  3. Settle
  Posts no sale; past the day's allowance a manager must give a reason.
- Charge to a hotel room
  Charge to a hotel room
  Where: Restaurant › Settle › Charge to Room
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose Charge to Room
  2. Pick the guest's room
  3. Send
  Shown only where the hotel app is installed.
- Read why a payment method is off
  Read why a payment method is off
  Where: Restaurant › Settle › the grey line under a method
  Who: F&B Outlet, Property Manager
  Use it
  1. Read the grey sentence under a disabled method, such as "Needs an open cashier shift."
  2. Do what the notice at the top says
- Settle when no answer comes
  Settle when no answer comes
  Where: Restaurant › Settle › Send again
  Who: F&B Outlet, Property Manager
  Use it
  1. Read "the check may or may not be settled"
  2. Wait for the screen to read the bill again
  3. Press Send again if it is still open
  The same press never settles twice.
Take payment for a bill
Where: Restaurant › Orders › an order › Settle (Desk: sh-settle-desk)
Who: F&B Outlet, Property Manager
Set it up
1. Your till is open (Outlet › Open Shift)
Use it
1. Read the bill as it will post: dishes, service charge, taxes, rounding
2. Add payments until it is covered
3. Press the send button once and read the result
The screen says up front if you have no till, someone else's, or yesterday's.
Loyalty at the till
- Join a guest to loyalty
  Join a guest to loyalty
  Where: Restaurant › Settle › The guest joins
  Who: F&B Outlet, Property Manager
  Use it
  1. Ask the guest
  2. Tick The guest joins
  3. Points start on this bill
  Only when the guest says yes.
- Check a guest's points
  Check a guest's points
  Where: Restaurant › Settle › Loyalty line
  Who: F&B Outlet, Property Manager
  Use it
  1. Read "points to spend, worth …" for the guest on the bill
- Spend points on the bill
  Spend points on the bill
  Where: Restaurant › Settle › Loyalty › points on this bill
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose how many points to use
  2. Read the discount on the bill
  3. Settle
  Points come off as a discount; a voided bill gives them back.
Loyalty at the till
Where: Restaurant › Settle › Loyalty
Who: F&B Outlet, Property Manager
Set it up
1. The property's Loyalty Programme is switched on
Use it
1. Find the guest on the bill
2. Join them, or check and spend their points
Take a promotion code
Take a promotion code
Where: Restaurant › Settle › Offer code › Apply offer
Who: F&B Outlet, Property Manager
Use it
1. Type the guest's code in Offer code
2. Press Apply offer
3. Read "Promotion: …" on the bill
One discount per bill, one use per guest.
Record that a guest wants offers
Record that a guest wants offers
Where: Restaurant › Settle › The guest wants offers
Who: F&B Outlet, Property Manager
Use it
1. Ask the guest
2. Tick The guest wants offers
Only when the guest says yes.
Send the receipt
- Send the receipt again
  Send the receipt again
  Where: Restaurant › Settle › Done › Send again
  Who: F&B Outlet, Property Manager
  Use it
  1. Open the settled bill
  2. Press Send again
Send the receipt
Where: Restaurant › Settle › Done › Send the receipt
Who: F&B Outlet, Property Manager
Set it up
1. WhatsApp or email is set up for the property in Core's messaging
2. The WhatsApp receipt template is approved in Meta
Use it
1. After settling, press Send the receipt
2. Check the phone or email
3. Send
The bill is the same as the paper one; no marketing goes with it.
Print the receipt shared with Core
Print the receipt
Where: Restaurant › Settle › Print
Who: F&B Outlet, Property Manager
Set it up
1. The receipt printer is set in Outlet setup › Printing
Use it
1. Press Print after settling
Printouts are in English.
Give money back
- Refund in the way it was paid
  Refund in the way it was paid
  Where: Restaurant › Give Money Back… › the way it was paid
  Who: F&B Outlet, Property Manager
  Use it
  1. Leave the method as it was paid
  2. A bill paid two ways is given back to each
- Refund to a card
  Refund to a card
  Where: Restaurant › Give Money Back… › card
  Who: F&B Outlet, Property Manager
  Use it
  1. Refund on the terminal
  2. Type the approval code from the slip
- Put a sealed item back on the shelf
  Put a sealed item back on the shelf
  Where: Restaurant › Give Money Back… › restock tick
  Who: F&B Outlet, Property Manager
  Use it
  1. Tick it only for a sealed item never opened
  Cooked food is never put back.
- See what was already given back
  See what was already given back
  Where: Restaurant › Settle › a settled bill
  Who: F&B Outlet, Property Manager
  Use it
  1. Read each refund with who gave it, who approved it and why
Give money back
Where: Restaurant › Settle › a settled bill › Give Money Back…
Who: F&B Outlet, Property Manager
Use it
1. Open the settled bill
2. Choose the whole bill or some dishes
3. Pick the reason
4. Choose how the money goes back and send
Above the limit, or for staff who can't give it, it waits for an approver and no money moves.
Settle a bill over a paid link
Settle a bill over a paid link
Where: Restaurant › Settle › Settle and Mark … Refund Due
Who: F&B Outlet, Property Manager
Use it
1. When a link paid more than the bill, press Settle and Mark … Refund Due
The extra is then refunded from the gateway and listed on Reconcile.

Kitchen

Run the kitchen or bar display
- Read a ticket
  Read a ticket
  Where: Restaurant › Kitchen › a ticket
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Read the table (or takeaway name and pickup), course, age, dishes with seats and options
  2. Read allergies, marked Updated if changed after firing
  3. The age turns amber, then red, by the outlet's minutes
  Allergies are never a promise of allergen-free food.
- Start a ticket
  Start a ticket
  Where: Restaurant › Kitchen › Start
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Press Start when you begin cooking
- Mark a ticket ready
  Mark a ticket ready
  Where: Restaurant › Kitchen › Ready
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Press Ready when it is on the pass
- Mark a ticket served
  Mark a ticket served
  Where: Restaurant › Kitchen › Served
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Press Served when it has left the pass
  Food is served only after Ready; drink stations may skip.
- Acknowledge new tickets
  Acknowledge new tickets
  Where: Restaurant › Kitchen
  Who: F&B Kitchen
  Use it
  1. Keep the display on view: each ticket is marked seen the first time it shows
  2. The floor sees "Seen by kitchen"
  A manager or cashier looking at the display does not acknowledge.
- Stop a voided dish
  Stop a voided dish
  Where: Restaurant › Kitchen › the red VOID ticket › Got it
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Read what to stop
  2. Press Got it
- Recall the last step
  Recall the last step
  Where: Restaurant › Kitchen › Recall last
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Press Recall last
  2. Give a reason
  3. The station's last step goes back
- See courses still held
  See courses still held
  Where: Restaurant › Kitchen › held courses
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Read the greyed courses held on open bills to plan ahead
- See a seat change
  See a seat change
  Where: Restaurant › Kitchen › the dish
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Read "Seat 1 → 2" in amber under the dish
- Read the portion standard
  Read the portion standard
  Where: Restaurant › Kitchen › the dish
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Set it up
  1. The recipe marks its Portion line
  Use it
  1. Read the portion weight under the dish, such as "Portion: 180 Gram Seer Fish"
- When the screen loses connection
  When the screen loses connection
  Where: Restaurant › Kitchen › "Reconnecting"
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Read the last tickets with their time
  2. Wait: buttons come back when the connection does
- Make a batch of prep
  Make a batch of prep
  Where: Restaurant › Kitchen › Make a Batch
  Who: F&B Kitchen, Property Manager
  Set it up
  1. The prep item keeps stock and has a recipe with Keeps For (days)
  Use it
  1. Press Make a Batch
  2. Choose the prep, the amount aimed for and what the pot made, weighed
  3. Press Record the Batch
  Shown when the property has a made-ahead prep.
Run the kitchen or bar display
Where: Restaurant › Kitchen (Desk: sh-kitchen-desk)
Who: F&B Kitchen, F&B Outlet, Property Manager
Set it up
1. Each menu dish names its station (blank means Kitchen)
2. Warning and overdue minutes are set in Outlet setup
Use it
1. Open Kitchen
2. Choose your station, or all
3. Work the tickets oldest first
Kitchen-only staff land here; it re-reads every 5 seconds.
Set which stations serve drinks
Set which stations serve drinks
Where: Outlet setup › Kitchen display › Drink Stations
Who: Property Manager
Use it
1. List each drink station as named on the menu, one per line
2. Those stations may go straight to Served
Kitchen and bar tickets on paper shared with Core
- Test a printer shared with Core
  Test a printer
  Where: Core › SH Printer › Test print
  Who: Property Manager
  Use it
  1. Open the printer
  2. Press Test print
Kitchen and bar tickets on paper
Where: Outlet setup › Printing › Station Printers
Who: Property Manager
Set it up
1. Printers are set up in Core (SH Printer)
Use it
1. Add a row per station: the station, the printer and 1 to 5 copies
2. Firing prints each station's ticket
3. A void prints a VOID slip on the same printers
Leave it empty and nothing prints; ordering is unaffected.
Find a kitchen ticket
Find a kitchen ticket
Where: Restaurant › Kitchen Tickets (Desk: SH KOT)
Who: Property Manager
Use it
1. Open Kitchen Tickets
2. Filter by outlet, date or status
3. Read every step taken on it

Approvals

Decide what waits for approval
- Who decides
  Who decides
  Where: Core › Property › Approval threshold
  Who: Property Manager
  Use it
  1. Read "Above the limit" on a request only a financial approver can decide
  2. If you can't decide, the screen says which rule applies
  A floor user always asks; a manager decides below the limit; above it only a financial approver.
- Approve a discount, free dish or service-charge waiver
  Approve a discount, free dish or service-charge waiver
  Where: Restaurant › Approvals › the request › Approve
  Who: Property Manager
  Use it
  1. Read the bill and the reason
  2. Press Approve: it applies exactly as asked, or fails if the bill changed
- Approve a void of fired food
  Approve a void of fired food
  Where: Restaurant › Approvals › the void request › Approve
  Who: Property Manager
  Use it
  1. Read the dish and the reason
  2. Press Approve: the kitchen is told
- Approve a refund
  Approve a refund
  Where: Restaurant › Approvals › the refund › Yes, Approve The Refund
  Who: Property Manager
  Use it
  1. Read the dishes, how the money goes back and the card reference as typed
  2. Press Approve, then Yes, Approve The Refund
  A refund asks for a second press, because money leaves.
- Approve a waste
  Approve a waste
  Where: Restaurant › Approvals › the waste › Approve
  Who: Property Manager
  Use it
  1. Read what was thrown away and why
  2. Press Approve, or Open Stores
  No stock moves until it is approved.
- Approve a supplier order above the limit
  Approve a supplier order above the limit
  Where: Restaurant › Approvals › the order › Approve
  Who: Property Manager
  Use it
  1. Read the supplier, items and total
  2. Press Approve: the order is submitted exactly as asked
  Rejected or left until the day closes, it stays a draft.
- Refuse a request
  Refuse a request
  Where: Restaurant › Approvals › the request › Refuse
  Who: Property Manager
  Use it
  1. Press Refuse
  2. Give the reason
- See what expired at the last close
  See what expired at the last close
  Where: Restaurant › Approvals › Expired when the day closed
  Who: Property Manager
  Use it
  1. Read the requests left undecided when the day closed
  2. Ask again on the bill if still needed
- When no answer comes
  When no answer comes
  Where: Restaurant › Approvals › amber notice
  Who: Property Manager
  Use it
  1. Read that the answer was lost
  2. Wait for the list to read again before pressing again
Decide what waits for approval
Where: Restaurant › Approvals (Desk: sh-approvals-desk)
Who: Property Manager
Set it up
1. The approval threshold and financial approvers are set on the property in Core
Use it
1. Open Approvals
2. Read each request: what, its value, which bill and outlet, who asked, when and why
3. Press Approve, or Refuse with a reason
Nobody approves their own request.

Close Day

Close the day
- Settle or void every open bill
  Settle or void every open bill
  Where: Restaurant › Orders
  Who: F&B Outlet, Property Manager
  Use it
  1. Settle each open bill, or void it
  Close Day names each open bill by its table.
- Close every till shared with Core
  Close every till
  Where: Restaurant › Outlet › Close Shift
  Who: F&B Outlet, Property Manager
  Use it
  1. Count and close each till: its cash and difference are known before the day freezes
- Count the watch list first
  Count the watch list first
  Where: Restaurant › Stores › Count › Watch list
  Who: F&B Outlet, Property Manager
  Use it
  1. Count the watched items and post the count
  2. Or give the reason it was not counted when Close Day asks
- Accept or turn down waiting takeaways
  Accept or turn down waiting takeaways
  Where: Restaurant › Orders › Takeaway Orders by QR
  Who: F&B Outlet, Property Manager
  Use it
  1. Accept or turn down each waiting order
  A waiting takeaway holds the close.
- Read the warnings
  Read the warnings
  Where: Restaurant › Outlet › Close Day › preview
  Who: Property Manager
  Use it
  1. Read approvals that will expire, tickets whose stock never left, waste not posted, late bookings, till differences, offline actions not done and paid links not recorded
  Warnings never block the close; each item stays where it is.
- Close over paid links not recorded
  Close over paid links not recorded
  Where: Restaurant › Outlet › Close Day › paid by link
  Who: Property Manager
  Use it
  1. Read the paid links not yet recorded
  2. Give the reason to close over them: managers are told
- Pick the next date
  Pick the next date
  Where: Restaurant › Outlet › Close Day › next date
  Who: Property Manager
  Use it
  1. Leave the next calendar date, or pick a later one to skip days the outlet does not trade
  Never the same or an earlier date.
- Read the Z report
  Read the Z report
  Where: Sales page (Desk: sh-sales) › the day's report
  Who: Property Manager, Hospitality Accountant, Owner
  Use it
  1. Open Sales and choose the closed business date
  2. Read checks, covers, sales, comps, discounts, service charge, taxes, tips, payments, room charges, voids, refunds and each till's over or short
  3. Press Print for paper
  The Z is the day as Close Day froze it.
- Read the X report of an open day
  Read the X report of an open day
  Where: Sales page › the day's report
  Who: Property Manager, Hospitality Accountant, Owner
  Use it
  1. Choose today's open business date
  2. Read the same figures live, headed "X report, not a close"
Close the day
Where: Restaurant › Outlet › Close Day
Who: Property Manager
Use it
1. Settle or void every open bill
2. Close every till at the outlet
3. Count the watch list
4. Press Close Day and confirm the next date
The day's figures are frozen; corrections count on the day they are made.
Hear about patterns after the close
- Voids after the kitchen had the food
  Voids after the kitchen had the food
  Where: Alert
  Who: Property Manager
  Use it
  1. Read who voided more than the property's number of fired dishes that day
- Discounts on cash bills
  Discounts on cash bills
  Where: Alert
  Who: Property Manager
  Use it
  1. Read who gave discounts or free dishes on bills then paid in cash, above the number or value
- A cashier short again and again
  A cashier short again and again
  Where: Alert
  Who: Property Manager
  Use it
  1. Read which cashier's till was short by more than the tolerance on two of their last five closes
- Above the outlet's usual
  Above the outlet's usual
  Where: Alert
  Who: Property Manager
  Use it
  1. Read who voided or discounted well above the outlet's usual over 28 days, with up to three bills to look at
  Sent once a week per person.
Hear about patterns after the close
Where: WhatsApp or email
Who: Property Manager
Use it
1. Read the alert the morning after the close
2. Look at the bills it names
Never sent to the person it is about.
Read the owner's morning brief
Read the owner's morning brief
Where: WhatsApp or email at 07:00
Who: Owner, Property Manager
Set it up
1. The WhatsApp brief template is approved in Meta; otherwise it goes by email
Use it
1. Read each outlet's net sales, covers, food cost and its share, waste, voids and comps
2. Read the three largest stock gaps and dishes over their cost ceiling
Read margin alerts
Read margin alerts
Where: Email after Close Day
Who: Property Manager, Owner
Use it
1. Read each dish that crossed its cost ceiling, with its share and why
2. Read the day's food cost against target when red

Reconcile

Put right what did not go through
- Take the stock for a cooked ticket
  Take the stock for a cooked ticket
  Where: Restaurant › Reconcile › Cooked, Not Taken From the Store › Take the Stock Now
  Who: Property Manager
  Use it
  1. Read the ticket and why the store couldn't give it
  2. Press Take the Stock Now once the store has it
  3. "Still short." means try again later
- Post a waste again
  Post a waste again
  Where: Restaurant › Reconcile › waste › Post It Again
  Who: Property Manager
  Use it
  1. Press Post It Again on a waste that failed to post
  Only a failed waste can be posted again; a refused one is a new request.
- Read approvals not approved or not carried out
  Read approvals not approved or not carried out
  Where: Restaurant › Reconcile › Not Approved or Not Carried Out
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read each with what was asked
  2. Open the Order or Open Stores to act again
- See tills still open
  See tills still open
  Where: Restaurant › Reconcile › tills
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read every till open at the property, whoever it belongs to
- Mark an offline action handled
  Mark an offline action handled
  Where: Restaurant › Reconcile › Not Done › Mark Handled
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read what was pressed offline, on what, by whom, on which device and why it was refused
  2. Put it right by hand
  3. Press Mark Handled
- Paid by link, not yet recorded
  Paid by link, not yet recorded
  Where: Restaurant › Reconcile › Paid by Link, Not Yet Recorded
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read each paid link waiting for a till
  2. Open a till so it settles, or settle the bill by hand
- Refund due by link
  Refund due by link
  Where: Restaurant › Reconcile › Refund Due by Link › Refunded
  Who: Property Manager
  Use it
  1. Refund the guest from the gateway's dashboard
  2. Press Refunded
- Deposits held for past bookings
  Deposits held for past bookings
  Where: Restaurant › Reconcile › Deposits Held for Past Bookings › Open Bookings
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read deposits still held for bookings that are over
  2. Press Open Bookings to keep or refund each
- Gift cards held
  - Move an expired card's money to income
    Move an expired card's money to income
    Where: Restaurant › Reconcile › Gift Cards Held › the card
    Who: Hospitality Accountant
    Use it
    Post the journal moving the card's balance to income
    Record it on the card: it becomes Forfeited
    Post the Journal Entry in ERPNext first.
  Gift cards held
  Where: Restaurant › Reconcile › Gift Cards Held
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read what cards still hold, expired cards with money, and cards expiring in 30 days
- Staff meals over the allowance
  Staff meals over the allowance
  Where: Restaurant › Reconcile › Staff Meals Over the Allowance
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read who ate past the allowance, the reason and the bill
- Batches short of the recipe
  Batches short of the recipe
  Where: Restaurant › Reconcile › Batches Short of the Recipe
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read the prep batches that made much less than aimed for, and who made them
Put right what did not go through
Where: Restaurant › Reconcile (Desk: sh-reconcile-desk)
Who: Property Manager, Hospitality Accountant
Use it
1. Open Reconcile and choose the outlet
2. Work each list
3. Read "Nothing to Put Right" when all is done
It states, never judges: decided things are grey, nothing at rest is red.
Sign off a day
- Retry a till posting
  Retry a till posting
  Where: Restaurant › Reconcile › the day › Retry
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read "The accounts said: …" beside a failed till
  2. Press Retry
  A queued closing shows its age and is never retried.
- Explain a till difference
  Explain a till difference
  Where: Restaurant › Reconcile › the day › Why … till was short
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Type why each till was short or over
- Check cards and QR against the acquirer
  Check cards and QR against the acquirer
  Where: Restaurant › Reconcile › the day › Cards and QR against the acquirer
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Type the acquirer's gross and any fee per method from the statement
  2. Give the reason for any difference
- Read the gateway's payouts
  Read the gateway's payouts
  Where: Restaurant › Reconcile › the day › Payouts read from the gateway
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read lines in a payout not in the books, in the books not in a payout, and amounts that differ
  2. Open the Bill to check one
- See what changed after close
  See what changed after close
  Where: Restaurant › Reconcile › Changed After Close
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read each figure that moved and each invoice cancelled since the close
Sign off a day
Where: Restaurant › Reconcile › the day's card › Sign Off This Day
Who: Property Manager, Hospitality Accountant
Use it
1. Wait until every condition reads Done
2. Give a reason for each till that was short or over
3. Add a note and press Sign Off This Day
A day reads Closed, then Posted, then Reconciled.
Read the day's figures
- Food and drinks cost against target
  Food and drinks cost against target
  Where: Restaurant › Reconcile › the day › Food cost
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read the cost as a share of sales, the target and the estimated gross profit
- Guest feedback
  Guest feedback
  Where: Restaurant › Reconcile › the day › Guests scored
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read the average score, how many answered, low scores and each server's score
- Accounts overdue
  Accounts overdue
  Where: Restaurant › Reconcile › Accounts overdue
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read accounts with bills past due, most overdue first
- Reasons given
  Reasons given
  Where: Restaurant › Reconcile › Given and Why
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read discounts, free dishes, voids and refunds counted by day and reason
- Discounts paid in cash
  Discounts paid in cash
  Where: Restaurant › Reconcile › Discounts Paid in Cash
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read bills with a discount or free dish paid wholly in cash, and who gave it
Read the day's figures
Where: Restaurant › Reconcile › the day's card
Who: Property Manager, Hospitality Accountant
Use it
1. Read net sales, covers and the day's state
Find missing stock
- Pick the stretch between counts
  Pick the stretch between counts
  Where: Restaurant › Reconcile › Between which counts
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Pick one of the last eight stretches
  2. Read whose shift it was
- See weighed plates beside the gap
  See weighed plates beside the gap
  Where: Restaurant › Reconcile › Sold versus Used › portion note
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read how many plates were weighed and how far over the portion they were
- Hear of a leak when a count posts
  Hear of a leak when a count posts
  Where: WhatsApp or email
  Who: Property Manager
  Set it up
  1. The property's value and share lines are set in Core
  Use it
  1. Read the three largest items missing and the total
Find missing stock
Where: Restaurant › Reconcile › Sold versus Used
Who: Property Manager, Hospitality Accountant
Use it
1. Read what is missing between the last two counts beyond what was sold, used, wasted, moved and received
2. Read each item's quantity, value and share of what recipes used
Needs two posted counts.
Weigh a plate
Weigh a plate
Where: Restaurant › Reconcile › Record Weight
Who: Property Manager
Set it up
1. The dish's recipe marks its Portion line
Use it
1. Pick the dish
2. Weigh the plate and type the weight
3. Say why it differs

Reports

Sales analysis
- Download the analysis
  Download the analysis
  Where: Sales page › Download CSV
  Who: Property Manager, Hospitality Accountant, Owner
  Use it
  1. Press the download button for a CSV
- Read the tills over 30 days
  Read the tills over 30 days
  Where: Sales page › Tills, the last 30 business days
  Who: Property Manager, Hospitality Accountant, Owner
  Use it
  1. Read each cashier's closes, the running net and how many were off by more than the tolerance
- Print the Z or X report shared with Core
  Print the Z or X report
  Where: Sales page › the day's report › Print
  Who: Property Manager, Hospitality Accountant, Owner
  Set it up
  1. The receipt printer is set in Outlet setup
  Use it
  1. Pick the business date
  2. Press Print
Sales analysis
Where: Sales page (Desk: sh-sales)
Who: Property Manager, Hospitality Accountant, Owner
Use it
1. Open Sales
2. Pick the outlet and business dates
3. Pick a breakdown: channel, item, item group, payment, hour or till
4. Read checks, covers and net per row and the total
Liquor register
- Download it
  Download it
  Where: Liquor Register › Download CSV (Desk report: Excel)
  Who: Property Manager, Hospitality Accountant, Owner
  Use it
  1. Press download: it starts with the outlet, dates and licence number
- Fix a missing litre conversion
  Fix a missing litre conversion
  Where: ERPNext › UOM Conversion Factor
  Who: Property Manager
  Use it
  1. Read the item named on the register
  2. Add its unit's conversion to litres
Liquor register
Where: Liquor Register page (Desk: sh-liquor-register)
Who: Property Manager, Hospitality Accountant, Owner
Set it up
1. Liquor items are flagged in Core
2. The Excise Licence Number is set in Outlet setup › Liquor Licence
3. Spirits are kept in a unit that takes parts, such as litres or bottles that allow parts
Use it
1. Open the Liquor Register
2. Pick the outlet and dates
3. Read each liquor item per day: opening, received, moved, sold, poured, wasted, counted, closing (and litres)
For the owner and the Excise inspector.
Menu engineering
Menu engineering
Where: Restaurant › Menu › menu engineering
Who: Property Manager, Hospitality Accountant, Owner
Use it
1. Read the last 28 closed days' dishes in four groups
2. Stars: keep
3. Ploughhorses: price up or cost down
4. Puzzles: sell them more
5. Dogs: take off or rework
Kitchen tickets, bills and bookings as lists
Kitchen tickets, bills and bookings as lists
Where: Desk › Checks / Kitchen Tickets / Reservations
Who: Property Manager, Hospitality Accountant
Use it
1. Open the list from the Restaurant sidebar
2. Filter and export with Desk's own tools

Stores

Open the Stores page
Open the Stores page
Where: Restaurant › Stores (Desk: sh-stores-desk)
Who: F&B Kitchen, F&B Outlet, Property Manager
Set it up
1. The outlet has its own store from Core
Use it
1. Open Stores and choose the outlet you are working at
2. Use waste, On hand, ordering, deliveries, count and invoices
Kitchen staff record waste and make batches; asking for and moving stock stays with the floor and managers.
Record waste
- Waste out of the store
  Waste out of the store
  Where: Restaurant › Stores › Record Waste › out of the store
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Choose out of the store: it takes the ingredient out of the store
  2. Pick the item, quantity and unit
- Waste already cooked
  Waste already cooked
  Where: Restaurant › Stores › Record Waste › already cooked
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Choose already cooked: it takes nothing more from the store
  2. Pick the dish: it is costed from its recipe
- Pick the reason
  Pick the reason
  Where: Restaurant › Stores › Record Waste › Reason
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Pick Dropped, Burnt, Spoiled, Expired, Over-portioned, Sent back or Other
  2. Other needs a note
- Add a photo
  Add a photo
  Where: Restaurant › Stores › Record Waste › Photo
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Set it up
  1. Set Photo Needed for Waste Over in Outlet setup
  Use it
  1. Take the photo with the tablet's camera
  2. It is needed for Spoiled, Dropped or a costly waste
  Only managers and accountants can see the photo.
- Record expired stock
  Record expired stock
  Where: Restaurant › Stores › Record Waste › Expired
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Pick the reason Expired: the oldest batch goes first
- Read today's waste
  Read today's waste
  Where: Restaurant › Stores › waste list
  Who: F&B Kitchen, F&B Outlet, Property Manager
  Use it
  1. Read what was thrown away, how much and what it cost last
Record waste
Where: Restaurant › Stores › Record Waste
Who: F&B Kitchen, F&B Outlet, Property Manager
Set it up
1. The outlet names a wastage account in Outlet setup
Use it
1. Choose the kind
2. Pick the item or dish and how much
3. Pick the reason
4. Record It
The screen states and never judges; non-manager waste always waits for approval.
See what is on hand
- Set a reorder level
  Set a reorder level
  Where: Restaurant › Stores › On hand › Set Level
  Who: Property Manager
  Use it
  1. Press Set Level
  2. Type the level and how much to ask for then
  3. 0 takes it off
- Watch an item daily
  Watch an item daily
  Where: Restaurant › Stores › On hand › Watch
  Who: Property Manager
  Use it
  1. Press Watch on the item
  2. Stop Watching takes it off
  Up to 12 items.
- Read the sales-based suggestion
  Read the sales-based suggestion
  Where: Restaurant › Stores › On hand › Suggested
  Who: Property Manager
  Set it up
  1. Set Cover days in Outlet setup and Lead days on each supplier
  Use it
  1. Read "Suggested … a day for … days" and "Selling down"
- Hear of expiring stock each morning
  Hear of expiring stock each morning
  Where: WhatsApp or email at 07:00
  Who: Property Manager
  Use it
  1. Read what has expired or expires soon, by item, batch and date
See what is on hand
Where: Restaurant › Stores › On hand
Who: F&B Outlet, Property Manager
Use it
1. Read each item's quantity
2. Items below their level come first
3. Read "Use by" in amber or "Expired" in red
Values show to managers only.
Ask for stock
- Ask for what is low
  Ask for what is low
  Where: Restaurant › Stores › Ask for What Is Low
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Ask for What Is Low: the low items come filled in
  2. Adjust and send
Ask for stock
Where: Restaurant › Stores › Ask for Stock
Who: F&B Outlet, Property Manager
Use it
1. Press Ask for Stock
2. Add items, quantities and units
3. Send: "Request sent from …"
Move stock to another outlet
- See what another outlet sent
  See what another outlet sent
  Where: Restaurant › Stores › Sent here by another outlet
  Who: F&B Outlet, Property Manager
  Use it
  1. Read what arrived, from whom and when
Move stock to another outlet
Where: Restaurant › Stores › Move Stock
Who: Property Manager
Use it
1. Press Move Stock
2. Pick the other outlet, items and quantities
3. Confirm the transfer naming both outlets
Only between outlets of one property.
Order from suppliers
- Check prices before ordering
  Check prices before ordering
  Where: Restaurant › Stores › Check Suppliers and Prices
  Who: Property Manager
  Use it
  1. Read one order per supplier with each line's last price
  2. Read amber price warnings and cheaper suppliers
- Read the supplier's card
  Read the supplier's card
  Where: Restaurant › Stores › suppliers
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read each supplier's orders, on-time and short deliveries, price rises and returns
  2. Read unpaid invoices and open them in ERPNext
Order from suppliers
Where: Restaurant › Stores › Order What Is Low
Who: Property Manager
Set it up
1. Each item has a supplier and a price
2. Lead days are set on each supplier
Use it
1. Press Order What Is Low, or add items
2. Press Check Suppliers and Prices
3. Press Place the Order (or Place … Orders for several suppliers)
Above the approval limit an order waits as a draft for an approver.
Receive a delivery
- Receive part of an order
  Receive part of an order
  Where: Restaurant › Stores › Receive
  Who: F&B Outlet, Property Manager
  Use it
  1. Type only what came: the rest stays due
- Type the use-by date
  Type the use-by date
  Where: Restaurant › Stores › Receive › Use-by date
  Who: F&B Outlet, Property Manager
  Set it up
  1. The item has batch and expiry ticked in ERPNext, and batches are switched on for the site
  Use it
  1. Type the use-by date from the label
  2. Type the batch number if there is one
- Read a price warning
  Read a price warning
  Where: Restaurant › Stores › Receive › amber price
  Who: F&B Outlet, Property Manager
  Use it
  1. Read the line priced above the last delivery or the 90-day average
Receive a delivery
Where: Restaurant › Stores › Deliveries due › Receive
Who: F&B Outlet, Property Manager
Use it
1. Open the order that arrived
2. Type what came per line and the delivery note number
3. Receive: the stock is in the store now
Count the store
- Count the watch list
  Count the watch list
  Where: Restaurant › Stores › Count › Watch list tab
  Who: F&B Outlet, Property Manager
  Use it
  1. Open the Watch list tab
  2. Count each watched item
  3. Post it before Close Day
- Post the count
  Post the count
  Where: Restaurant › Stores › Count › Post Count
  Who: Property Manager
  Use it
  1. Press Post Count and Yes, Post Count
  2. Read each difference and its value, or "Matched"
- Read the last count
  Read the last count
  Where: Restaurant › Stores › Last count posted
  Who: F&B Outlet, Property Manager
  Use it
  1. Read when and by whom it was posted
  2. A manager opens its differences
Count the store
Where: Restaurant › Stores › Count the Store
Who: F&B Outlet, Property Manager
Use it
1. Open the count sheet
2. Type what is on each shelf in any unit
3. Save Count as you go
4. A manager posts it
The count is blind: it never shows what the books say.
Book the supplier's invoice
Book the supplier's invoice
Where: Restaurant › Stores › Supplier invoices › Book Invoice
Who: Hospitality Accountant, Accounts User, Accounts Manager
Use it
1. Tick the deliveries on the invoice
2. Type the supplier's invoice number, date and total
3. Book Invoice: a difference saves it as a draft for finance
Paying stays in ERPNext.
Make made-ahead prep
- Read today's batches
  Read today's batches
  Where: Restaurant › Stores › Today's batches
  Who: F&B Kitchen, Property Manager
  Use it
  1. Read what was made, how short, its cost, who made it and its use-by date
- Undo a batch
  Undo a batch
  Where: Restaurant › Stores › Today's batches › Undo
  Who: Property Manager
  Use it
  1. Press Undo
  2. Give the reason
  Only on the day it was made, and not once used.
Make made-ahead prep
Where: Restaurant › Stores › Make a Batch
Who: F&B Kitchen, Property Manager
Set it up
1. The prep item keeps stock, with a recipe and Keeps For (days)
Use it
1. Press Make a Batch
2. Choose the prep, the amount aimed for and what was made
3. Record the Batch

Recipes and costing

Write a recipe
- Find dishes with no recipe
  Find dishes with no recipe
  Where: Restaurant › Recipes › No Recipe Yet
  Who: Property Manager
  Use it
  1. Open the second tab: dishes that take nothing from the store
- Read what a portion costs
  Read what a portion costs
  Where: Restaurant › Recipes › the dish
  Who: Property Manager
  Use it
  1. Read each dish's cost per portion against its price
  Amber means an ingredient has no value yet.
- Set the usable share
  Set the usable share
  Where: Restaurant › Recipes › the line › Usable %
  Who: Property Manager
  Use it
  1. Type how much of the ingredient is usable after trimming, such as 80
- Mark the portion line
  Mark the portion line
  Where: Restaurant › Recipes › the line › Portion
  Who: Property Manager
  Use it
  1. Tick Portion on the main ingredient: cooks see it on the display
- Use a prepared item
  Use a prepared item
  Where: Restaurant › Recipes › Prepared items
  Who: Property Manager
  Use it
  1. Make the sauce or stock's recipe first (its first version in Desk)
  2. Pick it as an ingredient, marked "(prepared)"
  Up to three levels deep.
- Mark made-ahead prep
  Mark made-ahead prep
  Where: Restaurant › Recipes › Prepared items › Keeps For (days)
  Who: Property Manager
  Use it
  1. Type how many days the batch keeps
- Find tickets the store could not give
  Find tickets the store could not give
  Where: Restaurant › Recipes › tickets
  Who: Property Manager
  Use it
  1. Read the tickets with their reason
  2. Open the order, then fix it on Reconcile
Write a recipe
Where: Restaurant › Recipes (Desk: sh-recipes-desk)
Who: Property Manager
Use it
1. Open Recipes
2. Pick a dish
3. Add each ingredient with its quantity and unit for the whole batch
4. Say how many portions it makes and save
Saving makes a new version; plates already cooked keep theirs.
Set the food cost target
- Check a dish's cost on the menu
  Check a dish's cost on the menu
  Where: Restaurant › Menu › the dish's cost
  Who: Property Manager, Hospitality Accountant, Owner
  Use it
  1. Read the recipe cost and its share of the price
  2. Red means over the ceiling, with the reason
- Set a dish's own ceiling
  Set a dish's own ceiling
  Where: Restaurant › Menu Items › the dish › Cost ceiling
  Who: Property Manager
  Use it
  1. Type the ceiling for that dish
Set the food cost target
Where: Outlet setup › Food Cost
Who: Property Manager
Use it
1. Set food and drinks cost targets, the points over that turn red and the dish ceiling

Look after the menu
- Add a dish to the menu
  Add a dish to the menu
  Where: Restaurant › Menu › New item
  Who: Property Manager
  Use it
  1. Press New item
  2. Pick the item, category, course, station and channels
  3. Set hours and a count if needed and save
- Change a dish
  Change a dish
  Where: Restaurant › Menu › the dish › Edit
  Who: Property Manager
  Use it
  1. Press Edit
  2. Change it on the form and save
- Set a dish's serving hours
  Set a dish's serving hours
  Where: Restaurant › Menu Items › the dish › availability
  Who: Property Manager
  Use it
  1. Set from and to times (they may run past midnight)
- Sell a dish on dine-in, takeaway or delivery
  Sell a dish on dine-in, takeaway or delivery
  Where: Restaurant › Menu Items › the dish › channels
  Who: Property Manager
  Use it
  1. Tick the channels it is sold on
- Pause a dish
  Pause a dish
  Where: Restaurant › Menu Items › the dish › status Paused
  Who: Property Manager
  Use it
  1. Set the status to Paused
- Set a market-price dish
  Set a market-price dish
  Where: Restaurant › Menu Items › the dish › Market Price
  Who: Property Manager
  Use it
  1. Tick Market Price: staff type today's price when ordering
- Offer a half portion
  Offer a half portion
  Where: Restaurant › Menu Items › the dish › Half portion
  Who: Property Manager
  Set it up
  1. The half is its own item with its own menu row
  Use it
  1. Name the half portion on the dish's row
Look after the menu
Where: Restaurant › Menu (Desk: sh-menu-desk)
Who: F&B Outlet, Property Manager
Set it up
1. Every dish is an ERPNext Item with a selling price for the business date
Use it
1. Open Menu
2. Read every dish with its station, today's price, channels and state
3. Edit opens the dish's record
An outlet with no menu sells any valid item until the first row is added.
Mark a dish sold out (86)
- Put it back on
  Put it back on
  Where: Restaurant › Menu › the dish › Back on
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Back on
  2. Say how many are left, or leave it uncounted
- Count down the last portions
  Count down the last portions
  Where: Restaurant › Menu Items › the dish › remaining count
  Who: F&B Outlet, Property Manager
  Use it
  1. Type how many are left
  At nothing it turns Sold Out by itself.
Mark a dish sold out (86)
Where: Restaurant › Menu › the dish › Sold out
Who: F&B Outlet, Property Manager
Use it
1. Press Sold out on the dish
Change a price from a date
Change a price from a date
Where: ERPNext › Item Price
Who: Property Manager
Use it
1. Add the new selling price with its valid-from date
The price is read on the business date; a bill keeps the price it was added at.
Set modifiers
- Make a choice optional
  Make a choice optional
  Where: Restaurant › Modifier Groups › Min 0
  Who: Property Manager
  Use it
  1. Set the minimum to 0
Set modifiers
Where: Restaurant › Modifier Groups (Desk: SH Modifier Group)
Who: Property Manager
Use it
1. Make a group with its minimum and maximum choices
2. Say which categories or dishes it applies to
3. Add options: included, or charged with their own item and price
Set up a set menu or combo
Set up a set menu or combo
Where: Restaurant › Modifier Groups › Part of a set
Who: Property Manager
Use it
1. Make the group of choices for the set
2. Tick Part of a set
3. Add each option's item and any supplement
A part sold out today greys the choice; the set is sold out when a group can't be filled.
Photos and names for the website
- See photos and names on the menu
  See photos and names on the menu
  Where: Restaurant › Menu
  Who: Property Manager
  Use it
  1. Read the picture beside each dish and its Sinhala and Tamil names
Photos and names for the website
Where: Restaurant › Menu Items › the dish › Website
Who: Property Manager
Use it
1. Add the photo
2. Add the dish's name in each other language
3. Read them on the Menu screen
Photos are kept under 1 MB; a private photo is not shown on the website.
Publish the menu on the website
Publish the menu on the website
Where: Outlet setup › Website › Publish Menu on the Website
Who: Property Manager
Use it
1. Tick Publish Menu on the Website
2. Dishes, prices and today's sold-outs appear on the hotel's website
Sold-out dishes grey out on the website within a minute.
Take reservations on the website
Take reservations on the website
Where: Outlet setup › Website › Take Reservations on the Website
Who: Property Manager
Use it
1. Tick Take Reservations on the Website

Guests and marketing

Loyalty
- Setting up points
  - How to join a guest
    - How to check a guest's points
      - How to use points
        How to use points
        Where: Restaurant › Settle › Loyalty › points on this bill
        Who: F&B Outlet, Property Manager
        Use it
        Choose how many points to use
        They come off as a discount
        Settle
      How to check a guest's points
      Where: Restaurant › Settle › Loyalty line
      Who: F&B Outlet, Property Manager
      Use it
      Read the points to spend and their worth at Settle
      Read points earned and the balance on the receipt
    How to join a guest
    Where: Restaurant › Settle › The guest joins
    Who: F&B Outlet, Property Manager
    Use it
    Ask the guest at Settle
    Tick The guest joins only if they say yes
  Setting up points
  Where: Restaurant › Loyalty Programme › the property
  Who: Property Manager
  Use it
  1. Set how much is spent for one point
  2. Set what a point is worth
  3. Set the months without a visit before points expire
  4. Choose whether points are shared across outlets
  5. Switch it on
- Read the points record
  Read the points record
  Where: Desk › SH Loyalty Entry
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read each earn, spend and expiry
Loyalty
Where: Restaurant › Loyalty Programme (Desk: SH Loyalty Programme)
Who: Property Manager
Use it
1. Set up points
2. Staff join guests and spend points at Settle
One programme per property, off until switched on.
Promotions
- Make a promotion
  Make a promotion
  Where: Restaurant › Promotions › New
  Who: Property Manager
  Use it
  1. Type a title for staff and the message guests read
  2. Set the code, the discount and the dates
  3. Pick one outlet or all
  4. Set which guests: last visit within days and at least visits
- Send a promotion
  Send a promotion
  Where: Restaurant › Promotions › the promotion › Send to guests
  Who: Property Manager, Owner
  Use it
  1. Press Send to guests
  2. Read how many were sent, held and not sent
  A guest who had two promotions in 30 days is skipped.
- Take a promotion code
  Take a promotion code
  Where: Restaurant › Settle › Offer code › Apply offer
  Who: F&B Outlet, Property Manager
  Use it
  1. Type the code
  2. Press Apply offer
- Record a guest's agreement to offers
  Record a guest's agreement to offers
  Where: Restaurant › Settle › The guest wants offers
  Who: F&B Outlet, Property Manager
  Use it
  1. Tick only when the guest says yes
Promotions
Where: Restaurant › Promotions (Desk: SH Promotion)
Who: Property Manager
Use it
1. Make a promotion
2. Send it
3. Take its code at Settle
Only guests who agreed to offers receive them.
Connect Mailchimp or Klaviyo
Connect Mailchimp or Klaviyo
Where: Restaurant › Marketing Connection (Desk: SH Marketing Connection)
Who: Property Manager
Set it up
1. A system manager switches Core's marketing on once the PDPA check is recorded
Use it
1. Pick the platform
2. Type the list id and API key
3. Tick that the platform is in the PDPA record and switch it on
4. Read the last sync and any problem
Syncs once a day; unsubscribes come back.
Feedback after a meal
- Answer the feedback question (guest)
  Answer the feedback question (guest)
  Where: WhatsApp
  Who: Guest
  Use it
  1. Reply with a number from 1 to 5 and any comment
Feedback after a meal
Where: WhatsApp, an hour after the bill
Who: Property Manager
Set it up
1. The WhatsApp feedback template is approved in Meta
Use it
1. Guests are asked to score the meal 1 to 5
2. Low scores reach managers by email the same day
3. Scores show on Reconcile
Send a guest's receipt
Send a guest's receipt
Where: Restaurant › Settle › Done › Send the receipt
Who: F&B Outlet, Property Manager
Use it
1. Send the receipt by WhatsApp or email after settling
Answer a guest's data request shared with Core
Answer a guest's data request
Where: Core › Guest data request
Who: Property Manager
Use it
1. Open the guest's data request in Core
2. Find the guest's records
3. Export them, or erase them once approved
The Restaurant's guest records, bookings, bills, feedback, points and accounts are included.
Reply to guests' messages shared with Core
Reply to guests' messages
Where: Guest Inbox (launcher)
Who: F&B Bookings, F&B Outlet, Property Manager
Use it
1. Open the Guest Inbox
2. Reply by WhatsApp or email

Accounts, gift cards and deposits

Monthly accounts
- Open an account
  Open an account
  Where: Restaurant › Accounts › New
  Who: Property Manager
  Use it
  1. Make the account for the company or person
  2. List who may sign, or let any of the company's staff sign
  3. Save
- Set its limits and terms
  Set its limits and terms
  Where: Restaurant › Accounts › the account
  Who: Hospitality Accountant
  Use it
  1. Set the credit limit, any cap for one bill, the days to pay and the statement day
- Put an account on hold or close it
  Put an account on hold or close it
  Where: Restaurant › Accounts › the account
  Who: Property Manager
  Use it
  1. Put it on hold with a reason, or close it
  An account 30 days past due goes on hold by itself.
- Charge a bill to the account
  Charge a bill to the account
  Where: Restaurant › Settle › On account
  Who: F&B Outlet, Property Manager
  Use it
  1. Choose On account, the account and who signs
- Read and print the statement
  Read and print the statement
  Where: Restaurant › Accounts › the account › Statement
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Press Statement
  2. Pick the month to read or print
  It is emailed on the statement day.
- Take a payment at the till
  Take a payment at the till
  Where: Restaurant › Accounts › the account › Payment at the till
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Payment at the till
  2. Pick the method on your open till
  3. Type the amount
  It pays the oldest bills first.
- Refund an account bill
  Refund an account bill
  Where: ERPNext › Credit note
  Who: Hospitality Accountant
  Use it
  1. Make a credit note against the bill's invoice for the dishes given back
- See overdue accounts
  See overdue accounts
  Where: Restaurant › Reconcile › Accounts overdue
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Read who is late, most overdue first
Monthly accounts
Where: Restaurant › Accounts (Desk: SH Restaurant Account)
Who: Property Manager, Hospitality Accountant
Use it
1. Open an account
2. Charge bills to it at Settle
3. Send statements and take payments
Gift cards
- Sell a gift card
  Sell a gift card
  Where: Restaurant › Orders › Sell a Gift Card
  Who: F&B Outlet, Property Manager
  Use it
  1. Type the value
  2. Take payment
  3. Write the code and expiry date on the card
- Spend a gift card
  Spend a gift card
  Where: Restaurant › Settle › Gift Card
  Who: F&B Outlet, Property Manager
  Use it
  1. Type the gift card code at Settle
- Check a gift card's balance
  Check a gift card's balance
  Where: Restaurant › Orders › Gift Card Balance (or Settle › Gift Card › Check balance)
  Who: F&B Outlet, Property Manager
  Use it
  1. Press Gift Card Balance on Orders, or Check balance in Settle's gift card form
  2. Type the gift card code
  3. Read what the card holds and until when
- Give a card's balance back
  Give a card's balance back
  Where: Restaurant › Orders › Gift Card Balance › Give the Balance Back
  Who: Property Manager
  Use it
  1. Read the card by its code
  2. Press Give the Balance Back
  3. Type why it is given back and pay the cash from the till
  Paid in cash from the outlet's open till; the card becomes Refunded.
Gift cards
Where: Restaurant › Orders › Sell a Gift Card
Who: F&B Outlet, Property Manager
Set it up
1. An accountant sets the gift card accounts and Gift Card Valid For months in Outlet setup
Use it
1. Sell gift cards at Orders
2. Guests spend them at Settle
3. Accountants watch what they hold on Reconcile
Deposits
Deposits
Where: Restaurant › Bookings › a booking › Deposit
Who: F&B Bookings, F&B Outlet, Property Manager
Set it up
1. An accountant sets the deposit accounts in Outlet setup
Use it
1. Ask, take, keep or refund deposits on bookings
Set the deposit and gift card accounts
Set the deposit and gift card accounts
Where: Outlet setup › Deposits and Gift Cards › Deposit and Gift Card Accounts
Who: Hospitality Accountant, Accounts User, Accounts Manager
Use it
1. Set Customer Deposits, the deposit payment method and Kept Deposits
2. Set the Gift Cards account and its payment method
They can't change while money is held.

Setup

Set up an outlet
- Service hours
  Service hours
  Where: Setup Records › the outlet › Services
  Who: Property Manager
  Use it
  1. Add each service: name, from, to, last seating and days of the week
  2. Set it Open or Paused
  3. A night service may run past midnight
  Two services can't overlap on a day.
- Booking rules
  Booking rules
  Where: Setup Records › the outlet › booking rules
  Who: Property Manager
  Use it
  1. Set slot length, how long a table is held, the turnover gap and no-show grace
  2. Set the smallest and largest party online and what happens to larger parties
  3. Set the shortest notice, days ahead and how late a guest may change a booking
  Staff are held only to days ahead; guests online to every rule.
- Table held by party size
  Table held by party size
  Where: Setup Records › the outlet › Table held by party size
  Who: Property Manager
  Use it
  1. Add rows such as "party up to 4: 90 minutes"
- Waitlist offer hold
  Waitlist offer hold
  Where: Setup Records › the outlet › Waitlist offer holds
  Who: Property Manager
  Use it
  1. Set how many minutes an offered table is held
- Kitchen display timings
  Kitchen display timings
  Where: Setup Records › the outlet › Kitchen display
  Who: Property Manager
  Use it
  1. Set the warning and overdue minutes
  2. List the drink stations
Set up an outlet
Where: Restaurant › Setup (Desk: sh-setup-desk)
Who: Property Manager
Set it up
1. The outlet exists in Core as type F&B
Use it
1. Open Setup and choose the outlet
2. Read its service hours, areas and booking rules
3. Press Edit setup to open the outlet's setup record
An outlet not yet set up shows the proposed defaults.
Areas
Areas
Where: Restaurant › Setup › Areas (Desk: SH Outlet Area)
Who: Property Manager
Use it
1. Add each part of the floor in floor order
2. Mark it bookable online or walk-in only
An area with tables can't be deleted.
Tables
- Print a table's QR card
  Print a table's QR card
  Where: Restaurant › Setup › Tables › the table › print
  Who: F&B Outlet, Property Manager
  Set it up
  1. Guest ordering is set up for the outlet
  Use it
  1. Open the table
  2. Print its QR card
- Change a table's QR code
  Change a table's QR code
  Where: Restaurant › Setup › Tables › the table › Rotate
  Who: F&B Outlet, Property Manager
  Use it
  1. Open the table
  2. Rotate its code
  3. Print the new card
  Old cards stop working.
Tables
Where: Restaurant › Setup › Tables (Desk: SH Outlet Table)
Who: Property Manager
Use it
1. Add each table with its name, seats and area
2. Set its shape for the floor plan
3. Save
Guest ordering by QR
- Takeaway by QR
  Takeaway by QR
  Where: Setup Records › the outlet › Guest ordering › Takeaway by QR
  Who: Property Manager
  Use it
  1. Tick Take takeaway orders by QR
  2. Tick whether guests may pay at pickup
  3. Set preparation minutes, orders per 15-minute slot and minutes to accept
  4. Print the takeaway poster code
Guest ordering by QR
Where: Setup Records › the outlet › Guest ordering
Who: System Manager
Use it
1. Switch guest ordering on
2. Set the table-code secret and where codes point
3. Tick how guests may pay: Pay at the End, Pay Now, Pay the Bill Online, Charge to My Room
4. Set how the pages look: theme, fonts, header photo, tagline, welcome screen
Printers and stations shared with Core
Printers and stations
Where: Setup Records › the outlet › Printing
Who: Property Manager
Use it
1. Add Station Printers: station, printer and copies
2. Set the Receipt Printer for the till
Money accounts
- Service charge row
  Service charge row
  Where: Setup Records › the outlet › service charge account
  Who: Property Manager
  Use it
  1. Pick the tax row the waiver turns off
- Tip account
  Tip account
  Where: Setup Records › the outlet › tip account
  Who: Hospitality Accountant
  Use it
  1. Pick the account tips are held in
- Wastage account
  Wastage account
  Where: Setup Records › the outlet › waste account
  Who: Property Manager
  Use it
  1. Pick the account waste is charged to
- Staff meals
  Staff meals
  Where: Setup Records › the outlet › Staff meals
  Who: Property Manager
  Use it
  1. Set Staff Meals per Day and the Staff Welfare Account
- Deposits and gift cards
  Deposits and gift cards
  Where: Setup Records › the outlet › Deposits and Gift Cards
  Who: Hospitality Accountant, Accounts User, Accounts Manager
  Use it
  1. Press Deposit and Gift Card Accounts
  2. Set the accounts and payment methods
Money accounts
Where: Setup Records › the outlet
Who: Property Manager, Hospitality Accountant
Use it
1. Set each account for its feature
Set before the feature they belong to can be used.
Licences and tax
- Liquor licence
  Liquor licence
  Where: Setup Records › the outlet › Liquor Licence
  Who: Property Manager
  Use it
  1. Tick Sells liquor on festival dry days only if the licence allows it
  2. Type the Excise Licence Number
  No licence allows liquor on a Poya day.
- Dry days calendar shared with Core
  Dry days calendar
  Where: Core › dry day calendar
  Who: Property Manager
  Use it
  1. Read or add Poya, festival and declared dry days in Core
- Tourism levy (TDL)
  Tourism levy (TDL)
  Where: Setup Records › the outlet › Tourism Levy › Licensed by SLTDA
  Who: Property Manager
  Use it
  1. Tick Licensed by SLTDA only if the outlet is licensed
  Without the tick the levy is left off the bill.
- VAT and service charge
  VAT and service charge
  Where: ERPNext › POS Profile › tax template
  Who: Hospitality Accountant
  Use it
  1. Set the outlet's tax template on its POS Profile
  Bills take their taxes from the outlet's POS Profile.
Licences and tax
Where: Setup Records › the outlet
Who: Property Manager
Use it
1. Set the outlet's licences and tax settings
Food cost targets
Food cost targets
Where: Setup Records › the outlet › Food Cost
Who: Property Manager
Use it
1. Set food and drinks targets, red points and the dish ceiling
Stores settings
- Cover days
  Cover days
  Where: Setup Records › the outlet › Cover days
  Who: Property Manager
  Use it
  1. Set how many days of stock the suggestion covers
- Price warning bands
  Price warning bands
  Where: Setup Records › the outlet › price bands
  Who: Property Manager
  Use it
  1. Set the per cent over the last price and the 90-day average that turns a price amber
- Photo needed for waste
  Photo needed for waste
  Where: Setup Records › the outlet › Photo Needed for Waste Over
  Who: Property Manager
  Use it
  1. Set the value above which a waste needs a photo
Stores settings
Where: Setup Records › the outlet
Who: Property Manager
Use it
1. Set the stores numbers
Packaging
Packaging
Where: Setup Records › the outlet › Packaging
Who: Property Manager
Use it
1. Pick the packaging item
2. Choose per order or per dish
3. Tick on takeaway and on delivery
4. List item groups that need none
Staff meal allowance
Staff meal allowance
Where: Desk › SH Staff Meal Allowance
Who: Property Manager
Use it
1. Add a row per person or role at the property
2. Set meals per day, or 0 for the outlet's default
A person named outranks a role.
Reasons staff pick
Reasons staff pick
Where: Desk › SH Adjustment Reason
Who: Property Manager
Use it
1. Add or edit the reasons for discounts, free dishes, voids and refunds
2. Tick Needs a Note where a note is required
3. Tick Not Offered to retire one
A used reason is switched off, never deleted.
The records language shared with Core
The records language
Where: Core › Property › Records Language
Who: Property Manager
Use it
1. Set the property's records language
2. Leave it empty to use the site's language
Records, alerts and statements read later use it; printouts stay English.
Business days
Business days
Where: Restaurant › Setup › Business Days (Desk: SH Outlet Business Day)
Who: Property Manager, Hospitality Accountant
Use it
1. Read each day's state, who closed it, its frozen figures and tills
Messaging for alerts and receipts shared with Core
Messaging for alerts and receipts
Where: Core › Messaging
Who: System Manager
Use it
1. Set up the property's WhatsApp number and email in Core
2. Submit each WhatsApp template to Meta
Templates for the brief, alerts, receipts, feedback and booking confirmations are approved in Meta.
Payment gateway shared with Core
Payment gateway
Where: Core › Payments
Who: System Manager
Use it
1. Set up the property's or outlet's payment gateway
2. Put its payment method on the outlet's POS Profile

Working offline

Set up an offline tablet shared with Core
Set up an offline tablet
Where: The offline page on the tablet
Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
Use it
1. Open the offline page on the tablet and sign in
2. Name the device once, such as "Kitchen tablet 1"
Keep working through an outage
- What can wait
  What can wait
  Where: Kitchen, Tables, Orders, Stores
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Kitchen: Start, Ready, Served, recall and Got it
  2. Tables: seat a walk-in at a free table or a booked party
  3. Orders: add dishes and fire
  4. Stores: waste and stock requests
- Read Not done
  Read Not done
  Where: The ticket, bill or table
  Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
  Use it
  1. Read Not done with the reason when an offline press was refused
  2. Tell a manager
- Handle Not done
  Handle Not done
  Where: Restaurant › Reconcile › Not Done › Mark Handled
  Who: Property Manager, Hospitality Accountant
  Use it
  1. Put it right by hand
  2. Press Mark Handled
  Close Day sends anything unhandled to the managers.
Keep working through an outage
Where: Tables, Orders, Kitchen and Stores on the tablet
Who: F&B Outlet, F&B Kitchen, F&B Bookings, Property Manager
Use it
1. Work as usual from the last good screen ("As of …")
2. A banner says since when the network is down
3. Presses that can wait show Waiting to send, then how they ended
Anything that depends on other staff (tills, payments, voids, splits, moving tables, Close Day) needs the network.

Shared settings (Core, used by both apps)

Properties and outlets

Add a property
- Set the property's guest contact details
  Set the property's guest contact details
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Guest Contact
  Who: Property Manager, System Manager
  Use it
  1. Enter the phone guests call, with its country code. Booking confirmations tell guests to call it.
  2. Enter the WhatsApp number guests message, the email address guests write to and the website.
  3. Enter the address as guests should read it, and paste a Google Maps share link for directions.
  4. Save.
  The phone is required.
- Set the property's look in guest emails
  Set the property's look in guest emails
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Brand
  Who: Property Manager, System Manager
  Use it
  1. Upload the logo (a PNG or SVG on a light background).
  2. Enter the legal name for email footers, and choose the primary and secondary colours.
  3. Save.
- Choose the language the property's records are kept in
  Choose the language the property's records are kept in
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Records Language (beside Timezone)
  Who: Property Manager, System Manager
  Use it
  1. Choose English, Sinhala or Tamil.
  2. Save. Alerts, approvals and reports written for later readers use this language, whatever language the person who pressed uses.
  Left empty, records use the site's language.
- Set the currencies guests may be quoted and pay in
  Set the currencies guests may be quoted and pay in
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Quote Currencies
  Who: Property Manager, System Manager
  Use it
  1. Add a row per currency, with its markup over the market rate.
  2. To fix a rate by hand, enter it on the row and save; clear it to go back to the daily feed.
  3. Press Refresh Exchange Rates to read today's rates now.
  The property's own currency cannot be a quote currency.
- Set who approves voids, refunds and allowances
  Set who approves voids, refunds and allowances
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Accounting
  Who: Property Manager, System Manager
  Use it
  1. Enter the Financial Approval Threshold: amounts above it need an approver. 0 means none do.
  2. Add the Financial Approvers. Any one of them may approve; nobody approves their own request.
  3. Save.
- Set the cashier control alerts
  Set the cashier control alerts
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Cashier Control Alerts
  Who: Property Manager, System Manager
  Use it
  1. Enter how many voids after firing, and how many cash-bill discounts, in one shift raise an alert.
  2. Enter the cash-bill discount value, and how far a till may be over or short at its close, before an alert.
  3. Save.
- Set the stock leak alerts
  Set the stock leak alerts
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Stock Leak Alerts
  Who: Property Manager, System Manager
  Use it
  1. Enter Alert Above (Value) and Alert Above (% of Recipe Use). A counted item's gap alerts only when both are crossed.
  2. Save.
  Defaults: 5,000 and 3%. Negative values, and percentages outside 0 to 100, are refused.
- Name the security contacts
  Name the security contacts
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Access Control
  Who: Property Manager, System Manager
  Use it
  1. Add the two people who receive security alerts and approve off-roster logins.
  2. Set how many guest profile views by one person in ten minutes raise an alert.
  3. Save.
- Set where foreign-currency payments are received
  Set where foreign-currency payments are received
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Foreign Currency Accounts
  Who: Hospitality Accountant, System Manager
  Use it
  1. First create a Cash or Bank account kept in that currency in the Chart of Accounts.
  2. Add a row: the currency, the mode of payment and that account.
  3. Save. Each refusal says what to fix.
  A payment in a currency with no row is refused rather than guessed. A Property Manager can see the table but not change it.
- Set the per-night statutory levies
  Set the per-night statutory levies
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Statutory Per-night Levies
  Who: Property Manager, System Manager
  Use it
  1. Add each per-person or per-room nightly levy the night audit should post.
  2. Save.
- Set the tax invoice unit code
  Set the tax invoice unit code
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Accounting › Tax Invoice Unit Code
  Who: Property Manager, System Manager
  Use it
  1. Enter the property's part of its tax invoice numbers, such as BAY in 26OCT_BAY_1.
  2. Save.
  1 to 13 letters or digits, no spaces, not starting with CN, DN or IN, and not used by another property or outlet of the company.
- Name the staff branch for the service charge pool
  Name the staff branch for the service charge pool
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Staff Branch
  Who: Property Manager, System Manager
  Use it
  1. Choose the ERPNext branch whose employees are this property's staff.
  2. Save.
  Two properties of one company cannot share a branch.
- Set how long the Guest Inbox keeps conversations
  Set how long the Guest Inbox keeps conversations
  Where: Launcher › Back Office › Channels & Setup › Properties › the property › Guest Inbox History
  Who: Property Manager, System Manager
  Use it
  1. Enter Keep Conversations For (Days) and Keep Photos and PDFs For (Days), each 7 to 3,650.
  2. Save. 0 keeps the site's default: two years for words and 90 days for files.
  Files are never kept longer than the words they belong to.
Add a property
Where: Launcher › Back Office › Channels & Setup › Properties › New (Desk: SH Property)
Who: Property Manager, System Manager
Use it
1. Enter a property code of 3 to 8 capital letters or digits. It cannot be changed later.
2. Enter the property's name and choose its company.
3. Choose the currency and the timezone.
4. Save. The property's cost center is made for you.
A property's currency must be its company's currency.
Add an outlet
- Set the outlet's consumption account
  Set the outlet's consumption account
  Where: Launcher › Back Office › Channels & Setup › Outlets › the outlet › Accounting and Stock
  Who: Property Manager, System Manager
  Use it
  1. Choose the expense account the outlet's own use of stock is booked to (a spa's oils and towels, for example).
  2. Save.
  Meant for the property's accountant to set. Only expense accounts of the property's company are offered.
Add an outlet
Where: Launcher › Back Office › Channels & Setup › Outlets › New (Desk: SH Outlet)
Who: Property Manager, System Manager
Use it
1. Choose the property, then enter the outlet's code and name.
2. Choose its type, such as F&B, Retail or Spa.
3. Enter the outlet's own guest phone if it has one; empty uses the property's.
4. Save. Its cost center is made under the property's, and an F&B or Retail outlet gets a warehouse.

Cashier and money

Review cashier shifts
Review cashier shifts
Where: Launcher › Back Office › Money › Cashier Shifts (Desk: SH Cashier Shift)
Who: Property Manager, Hospitality Accountant, System Manager
Use it
1. Open the list to see every till's shift: whose, at which outlet or the Front Desk, open or closed.
2. Open a closed shift to read its float, declared cash, system cash and variance, and the count by note and coin when the till was counted that way.
A shift's totals are never edited by hand. Opening, closing and verifying are done on the product's cashier screen; only a Hospitality Accountant verifies.
Mark which modes of payment are card payments
Mark which modes of payment are card payments
Where: Desk: Mode of Payment › the mode › Taken on a Card Terminal
Who: Accounts Manager, System Manager
Use it
1. Tick Taken on a Card Terminal on each mode taken on a card machine.
2. Save.
An unticked mode is never called a card on screens or receipts, whatever its name.
Enter the Central Bank selling rate for foreign-currency bills
Enter the Central Bank selling rate for foreign-currency bills
Where: Desk: Currency Exchange › New
Who: Accounts Manager
Use it
1. Enter the currency, LKR, the date and the Central Bank's selling rate.
2. Choose For Selling only, and tick CBSL Selling Rate.
3. Save. Tax invoices in that currency read this rate.
Mark an account as a statutory levy
Mark an account as a statutory levy
Where: Desk: Account › the account › Statutory Levy
Who: Accounts Manager
Use it
1. Tick Statutory Levy on an account that collects a levy, or untick it.
2. Save.
Core's own TDL and SSCL accounts are ticked for you; the tick follows the account if it is renamed.

Tax and the tax invoice

Register a company for VAT and SSCL
Register a company for VAT and SSCL
Where: Desk: Company › the company
Who: Accounts Manager, System Manager
Use it
1. Enter the 9-digit TIN as the Tax ID.
2. Tick VAT Registered, and enter the Name and Address on VAT Certificate exactly as on the certificate.
3. Tick SSCL Registered if the company is registered for SSCL.
4. Save.
A company that is not ticked never issues a tax invoice.
Record a buyer's TIN
Record a buyer's TIN
Where: Desk: Customer › the customer › Tax ID
Who: Accounts User, Accounts Manager
Use it
1. Enter the buyer's TIN in Tax ID. Tick Government Body for a government buyer.
2. Save.
Continue a unit's hand-written tax invoice numbers
Continue a unit's hand-written tax invoice numbers
Where: Site administration (Accounts Manager); the counters are listed in Desk: SH IRD Counter
Who: Accounts Manager
Use it
1. Before the unit's first issue, have its counter set once to the last number issued by hand, so the software continues the same numbers.
Until the counter's first issue a System Manager may correct it.
Print a tax invoice
Print a tax invoice
Where: Sales Invoice or POS Invoice › Print (format Surge Tax Invoice or Surge POS Tax Invoice)
Who: Accounts User, Accounts Manager
Use it
1. Open a submitted invoice.
2. Print it. The tax invoice prints in English, in the IRD's format.
TAX INVOICE appears only on an issued tax invoice from a VAT-registered company.
Make VAT Schedules 01 and 04
Make VAT Schedules 01 and 04
Where: Launcher › Back Office › Tax › VAT Schedules (Desk: sh-vat-schedules)
Who: Accounts Manager, Hospitality Accountant, System Manager
Use it
1. Pick the company, the year and the quarter, and a month if you file monthly.
2. Read each schedule's basis, counts and totals.
3. Press Download to get IRD's file.
4. After a file passes IRD's Schedule File Verifier, record it on the page.
A company with no Tax ID cannot download. A company whose books are not in LKR gets no schedule.
Stop VAT on a company that is not registered
Stop VAT on a company that is not registered
Where: Site administration (System Manager)
Who: System Manager
Use it
1. Tick VAT Registered on every registered company first.
2. Give each property of an unregistered company the non-VAT tax template.
3. Check that the list of templates that disagree with their company is empty.
4. Ask for the VAT guard to be switched on in the site's settings.
With the guard on, a bill of an unregistered company that carries VAT is refused.
Act on a VAT or SSCL registration warning
Act on a VAT or SSCL registration warning
Where: Email and the Property Summary page
Who: Accounts Manager, Hospitality Accountant, Owner
Use it
1. Read the warning: it says which threshold the company crossed and since when.
2. Register the company, then tick VAT Registered or SSCL Registered on it. The warning stops.
Only companies whose books are in LKR are tested.

Messaging and WhatsApp

Connect the property's WhatsApp number
- Give an outlet its own WhatsApp number
  Give an outlet its own WhatsApp number
  Where: Desk: SH WhatsApp Channel › New, with Outlet set
  Who: Property Manager, System Manager
  Use it
  1. Add a second channel for the same property with the outlet chosen.
  2. Save. That outlet's messages go out on it; everything else on the property's.
- Set the follow-up message for late answers
  Set the follow-up message for late answers
  Where: Desk: SH WhatsApp Channel › the number › Follow-Up Message
  Who: Property Manager, System Manager
  Use it
  1. Submit the follow-up template to Meta and wait for its approval.
  2. Enter its name under Follow-Up Message and save.
  It lets staff answer a guest who wrote more than 24 hours ago.
Connect the property's WhatsApp number
Where: Desk: SH WhatsApp Channel › New
Who: Property Manager, System Manager
Set it up
1. Get message templates approved in Meta's Business Manager for messages sent outside Meta's 24-hour window.
Use it
1. Choose the property, and enter the Phone Number ID, access token and app secret from Meta.
2. Choose a verify token of your own.
3. Copy the Webhook URL shown on the form into the Meta app, with the same verify token.
4. Tick Active and save.
Read the message log
Read the message log
Where: Desk: SH Chat Message
Who: Property Manager, Front Office, Housekeeping, System Manager
Use it
1. Open the list to see every message sent and received, with its status.
2. Open a message to read it; a guest's photo opens from its own row for the desk and managers.
Staff limited to some properties see only those properties' messages. Housekeeping reads a message's text but cannot open its photo.
See messages waiting to be retried
See messages waiting to be retried
Where: Desk: SH Outbox
Who: Property Manager, System Manager
Use it
1. Open the list. A failed message is retried after 5, 15, 60 and 240 minutes.
2. A message marked Dead has given up, and the security contacts were told.
Record or remove a guest's opt-out
Record or remove a guest's opt-out
Where: Desk: SH Messaging Opt Out
Who: Property Manager, System Manager
Use it
1. Add a row with the guest's number or email and the channel to stop messages; delete it to start them again.
A guest who replies STOP on WhatsApp is opted out at once; START opts them back in.
Switch on marketing messages
Switch on marketing messages
Where: Site administration (System Manager)
Who: System Manager
Use it
1. Wait until the data-protection check is recorded.
2. Ask for marketing to be switched on in the site's settings.
Offers go only to a guest who ticked to receive them at that property, and never between 21:00 and 08:00.

Guest Inbox setup

Add a mailbox to the Guest Inbox
Add a mailbox to the Guest Inbox
Where: Launcher › Back Office › Channels & Setup › Inbox Mailboxes (Desk: SH Email Channel)
Who: Property Manager, System Manager
Set it up
1. Create the Email Account for the mailbox guests write to: incoming on over IMAP, outgoing on, Append To empty.
Use it
1. Choose the property, or an outlet with its own mailbox, and its Email Account.
2. Tick Active and save. Guest mail arrives within about three minutes.
The save refuses an account that is not ready and names the change it needs.
Connect Facebook Messenger or Instagram
Connect Facebook Messenger or Instagram
Where: Launcher › Back Office › Channels & Setup › Social Inboxes (Desk: SH Social Channel)
Who: Property Manager, System Manager
Set it up
1. Create a Meta app of the Business type for the property's Facebook Page and have Meta approve it.
Use it
1. Choose the platform and enter the Page ID (and the Instagram account ID).
2. Enter the Page access token, the app secret and a verify token of your own.
3. Copy the Webhook URL into the Meta app's webhook settings, with the verify token, and subscribe the Page to messages.
4. Tick Human Agent Answers once Meta approves that permission. Save.
Write quick replies
Write quick replies
Where: Launcher › Back Office › Channels & Setup › Quick Replies (Desk: SH Canned Reply)
Who: Property Manager, System Manager
Use it
1. Add a title and the answer for the property, and save.
2. Staff type / in the answer box to find it.
Make inbox labels
Make inbox labels
Where: Launcher › Back Office › Channels & Setup › Inbox Labels (Desk: SH Inbox Label)
Who: Property Manager, System Manager
Use it
1. Add a label for the property, such as Booking Enquiry or Complaint, with its colour, and save.

Guest privacy

Give a guest a copy of their data
Give a guest a copy of their data
Where: Desk: SH Guest Data Request › New, kind Export
Who: Property Manager, System Manager
Use it
1. Enter the guest's email and/or phone, any record names you know, and the property. Save.
2. Press Find Records. The form says what was found.
3. Check the guest's identity, then press I Checked the Guest's Identity.
4. Press Export. A private file is made; it is removed 7 days later.
The property's security contacts are told of every export.
Erase a guest's data
Erase a guest's data
Where: Desk: SH Guest Data Request › New, kind Erase
Who: Property Manager, System Manager
Use it
1. Make the request, Find Records and record the identity check as for an export.
2. A second manager, not the one who made the request, opens it and presses Erase.
3. Read what will be anonymised and what will be kept, and why. Press Anonymise.
Invoices and payments are kept, as the law requires. A manager limited to some properties erases only those; the request then reads Partly Done.
Read a guest's consents
Read a guest's consents
Where: Desk: SH Guest Consent
Who: Property Manager, System Manager
Use it
1. Open the list and search by the guest's email or phone to see what they agreed to and when, withdrawals included.
A consent cannot be edited; a new one is a new row.
Read the data access log
Read the data access log
Where: Desk: SH Data Access Event
Who: Property Manager, System Manager
Use it
1. Open the list: who viewed, revealed or exported guest records, newest first.
2. Filter by property above the list.

Security and access

Approve or deny an off-roster login
Approve or deny an off-roster login
Where: The request message sent to the security contacts (by email and any channel a product adds) › Approve or Deny; requests are listed in Desk: SH Access Request
Who: Security contact of the property
Use it
1. Open the request.
2. Press Approve to let the person in for the window, or Deny.
The person who asked can never approve their own request. Pending requests expire after a day.
Read security alerts
Read security alerts
Where: Desk: SH Security Alert
Who: Property Manager, Hospitality Accountant, System Manager
Use it
1. Open the list: failed logins, new devices, off-roster logins, bursts of guest data views, exports and integration failures, newest first.
2. Open one to read what happened and whether it has been acknowledged.
Alerts cannot be edited by hand; a security contact acknowledges one from the alert message.
Close the gap for staff with no property
Close the gap for staff with no property
Where: Site administration (System Manager)
Who: System Manager
Use it
1. Run the dry run and read its two lists of staff with no property permission.
2. Give each listed person a permission per property they work at, or take the role away.
3. Ask the owner to switch on property-only access.
With the switch on, a hotel role with no property sees nothing.
Receive the daily error message
Receive the daily error message
Where: Email to the security contacts
Who: Security contact of the property
Set it up
1. Set up the site's default outgoing Email Account; without it nobody receives the message.
Use it
1. Read the day's errors, grouped and counted, most frequent first. A quiet day sends nothing.

Payments setup (Payable)

Set up the property's payment gateway
- Let a selling channel collect for other properties
  Let a selling channel collect for other properties
  Where: Desk: SH Payment Gateway › the gateway › Also Collects For
  Who: System Manager
  Use it
  1. List the other properties the channel sells.
  2. Save.
  Each listed property's company needs an account under the gateway's Mode of Payment.
- Try payments on a test site
  Try payments on a test site
  Where: Desk: SH Payment Gateway › New, provider Test Gateway
  Who: System Manager
  Use it
  1. Make a gateway with the Test Gateway provider, any text as the secret and the signing secret, and a Mode of Payment. Tick Enabled.
  2. Send a link and use Pay, Decline, Pay without telling the site or Let it expire on the test page.
  Only on a developer or test site.
Set up the property's payment gateway
Where: Desk: SH Payment Gateway › New
Who: System Manager
Set it up
1. Give the Mode of Payment an account for the property's company.
Use it
1. Choose the property (or an outlet with its own merchant account), the provider and Test or Live.
2. Enter the secret key and webhook signing secret from the provider's dashboard.
3. Choose the Mode of Payment the money is recorded under.
4. Copy the Webhook Address into the provider's dashboard for payment succeeded, failed and expired. Tick Enabled.
A link lasts as long as the gateway keeps a payment page open: seven days at most on Payments.lk.
Follow a payment request
Follow a payment request
Where: Desk: SH Payment Intent
Who: Property Manager, Hospitality Accountant, Accounts Manager
Use it
1. Open the list to see each request: Created, Sent, Paid, Recorded, Expired, Cancelled or Refund Due.
2. Open one to read what it was for, its amount and what became of it.
Refund Due means money arrived that does not match; refunds are made from the gateway's dashboard. A link is sent again from the product's own screen.
Send a payment link for a Sales Invoice
Send a payment link for a Sales Invoice
Where: Sales Invoice › Create › Send Payment Link
Who: Accounts User, Accounts Manager
Use it
1. Open a submitted invoice that still has money owed and a property set.
2. Press Send Payment Link; the amount offered is what is owed less what open links already ask for.
3. Send it by email or WhatsApp, or copy the link.
When it is paid, the payment is recorded against the invoice.
Read and post the gateway's payouts
Read and post the gateway's payouts
Where: Desk: SH Payment Gateway › Read Payouts, or SH Settlement Payout › Read Payouts
Who: Accounts Manager, Hospitality Accountant
Use it
1. Choose the gateway and the days (93 at most).
2. Press Read and Post.
3. A payout that matches is Posted with its Journal Entry; one that doesn't reads Held with the reasons.
Match the bank line to the posted entry in ERPNext's Bank Reconciliation.

Calendar and dry days

Add a dry day
Add a dry day
Where: Desk: SH Dry Day › New
Who: System Manager, Property Manager
Use it
1. Choose the date and the kind. A manager adds a Declared day, such as an election.
2. Save. Liquor is refused at the till that day.
Poya and festival days are added by a System Manager.
Add a holiday, festival or nakath
Add a holiday, festival or nakath
Where: Desk: SH Calendar Day › New
Who: Accounts Manager, System Manager, Property Manager
Use it
1. Enter the day's name and its kind: Public Holiday, Festival or Nakath.
2. For a public holiday, tick Bank Holiday and Mercantile Holiday as the notice says, and name the notice.
3. A Property Manager adds a Festival for a property they work at. Save.
Poya days come from the dry days, and long weekends are worked out, never entered.

Service charge pool

Set the property's service charge policy
Set the property's service charge policy
Where: Desk: SH Service Charge Policy › New (named by the property)
Who: Property Manager, Hospitality Accountant, HR Manager, HR User
Set it up
1. Name the property's Staff Branch first.
Use it
1. Choose how shares are weighed (points, days worked), whether paid leave counts and the minimum days.
2. Set the percentage the house keeps and its account, the service charge accounts, and First Pool From.
3. Choose what happens to shares payroll cannot pay: Held, Fallback or Forfeited. Save.
Run a month's pool
- Pay the shares
  Pay the shares
  Where: Desk: SH Service Charge Pool › an approved pool › Pay Shares
  Who: Hospitality Accountant
  Use it
  1. Choose how each unpaid share is paid: link a voucher already posted, or post a separate journal on the Payout Date.
- Export the shares for an outside payroll
  Export the shares for an outside payroll
  Where: Desk: SH Service Charge Pool › an approved pool › Export for Payroll
  Who: Hospitality Accountant
  Use it
  1. Press Export for Payroll and give the file to payroll.
Run a month's pool
Where: Desk: SH Service Charge Pool › New
Who: Property Manager, Hospitality Accountant, HR Manager, HR User
Use it
1. Choose the property and the month. Saving the draft reads the month's service charge from the books and checks it is ready.
2. Type each person's days, and add any corrections to earlier months with a reason.
3. Save to split the pool, then press Approve.
4. Print the notice for the staff board and each person's statement.

Printing

Add a printer
Add a printer
Where: Desk: SH Printer › New
Who: Property Manager, System Manager
Use it
1. Name it, choose its outlet and how it is reached: Browser, Agent or Simulated (for training).
2. Choose the paper width (80 or 58 mm), whether it cuts after each print, and its cash drawer settings. Save.
Test prints, reprints and Try again are made from the product's screens; every print job prints in English.

Website (Surge Web)

Connect the hotel's website
Connect the hotel's website
Where: Desk: SH Website Connector
Who: System Manager
Set it up
1. Ask for the website's service user to be created; its token goes to Surge Web's secret store.
Use it
1. Enter the tenant id and webhook URL Surge Web gives you, and a signing secret shared with Surge Web.
2. Tick Enabled and save. Changes to the property reach the website within about a minute.
3. If Last Status reads Failed, Last Error says why (401: the secret differs; 403: the tenant id; 404: the URL).

Tablets that work offline

Stop a lost tablet from sending
Stop a lost tablet from sending
Where: Desk: SH Device › the tablet
Who: Property Manager, System Manager
Use it
1. Find the tablet by the name staff gave it, such as Kitchen tablet 1.
2. Disable it and save.
Changes it kept while offline are refused when they arrive, and show as Not done for a manager.

Site administration

Choose your own language
Choose your own language
Where: Your name › My Settings › Language
Who: Every staff user
Use it
1. Choose English, සිංහල (Sinhala) or தமிழ் (Tamil) and save. The screens follow; printouts stay English.
Load the demo on a test site
Load the demo on a test site
Where: Site administration (System Manager)
Who: System Manager
Use it
1. Ask for the demo to be allowed on the site.
2. Load it with an anchor date: two properties, Surge Bay Resort and Surge Kitchen Colombo, with their outlets.
3. Remove it the same way.
Never on a site with real properties named BAY or SKC.