The Guest Portal is intended as a customer facing web portal to allow customers to view information about their booking(s) and to collaborate with the business for issues relating to their stay.
It is a fully responsive Web Application so will work well on desktops and mobile browsers.
This article gives an overview of the use of the Guest Portal and how it relates to the Res:Harmonics Admin application used by internal team members.
Invite a Contact to the portal
Guests can be invited to the portal via an email from the system. The ‘out of the box’ invitation email is the ‘Guest Portal Invitation’ which can be sent manually to any Contact in the system.
Other emails that can be setup to invite Contacts to the Guest Portal are the Arrival Information Email or the Booking Confirmation Email. Guests can then be invited as soon as their Booking is made or closer to the time of Arrival, discuss this with the support team to get it added to another template.
Email Template Setup
There is a new field for email templates in Res:Harmonics called Can Invite to Guest Portal? If this field is checked, at the time of sending the email, the system creates a Guest Portal login with a temporary password. The system replaces the [[PASSWORD]] text in the template with the temporary password.
The example below is inviting the Guest to the portal from their Contact record. To do so navigate to a Contact -> Email -> Send Email and select ‘Guest Portal Invitation’You can see the temporary password in the sent template being sent across to our contact.
Access Guest Portal with Temporary Password
The Contact now has access to the guest portal. You will have the guest portal url as part of your onboarding. In this example, we are using out demo system, the url is https://guestportal-demo.rerumapp.uk/.
Click the link in the invitation email, the Guest Portal will open in your web browser, enter the username, which will be the email address and password, as shown below:
Click on Sign In. As the user is signing in for the first time, they are prompted to set a new password, see the following screen next:
This is asking us to change our password. It is a part of the security procedure as emailing passwords is not good practice for long term usage. The guest enters a new password, and clicks on Change.
On change of password the user is automatically logged into the system. The initial screen will show the dashboard for the guest portal, giving a quick overview for Messages, Maintenance Requests, Outstanding Bills and Arrival Information and Apartment Information.
Exploring Guest Portal
This section explains the parts of Res:Harmonics represent areas in guest portal.
The dashboard has a few data points. Current Open Notifcations and Emails from the last 30 days, Maintenance Requests, Outstanding Bills that require payment and Next Bill Date at the top.
The Arrival Information for the current or next booking is shown at the bottom. If a booking has multiple apartments, the drop down allows the user to toggle the building arrival information.
If a guest has multiple bookings then the guest can switch between bookings using the drop down in the top right corner.
The Res:Harmonics fields mapped to the dashboard are the Directions and all the ‘Guest’ Access Codes from access codes tab on Res:Harmonics building screen, please see screenshots below:
This screen displays the last 30 days of contact and booking emails addressed to the user. These can be found on the Res:Harmonics Admin booking screen email tab and contact screen email tab, please see an example of the booking emails tab for our contact.
This screen displays maintenance requests raised by the contact via guest portal or via the Res:Harmonics Admin App if the reporter on the issue is the contact.
To create a new maintenance request, click on + New. This lets the guest create an issue from the guest portal. When creating a new maintenance request, the type of request is populated from the list of Issue Types, these are found in Res:Harmonics by going to Admin -> Operation Settings -> Issue Types.
This is the corresponding screen in the admin software -
Let’s fill out the New Maintenance Request form and submit it. You should end up on the following screen:
The new request starts out as an Open request. When a maintenance request gets actioned on from Res:Harmonics side, you should see this maintenance request update and ‘Public’ notes appear to alert the guest portal user.
Let’s add a note to describe our Maintenance Request. Fill out the text area provided and click on the Add Message, you should see the following show up as part of the notes chain on the right hand side of the screen
If an admin user adds a public note, our note chain should update on guest portal. To find the issue quickly, you can find the contact in Res:Harmonics and go to the Issues tab and click on the relevant issue from there or you can go directly to the booking screen and click on the Issue tab and clicking on the issue from there.
The added note will now appear in guest portal -
Outstanding POSTED invoices on the admin system will appear here in guest portal for viewing and paying.
There are a few conditions that need to be met on Res:Harmonics side for the bills to be available on guest portal.
The payment journey below is being simplified in the next release, to allow customers to view any invoice on their booking, and to be able to pay outstanding invoices online without the admin steps below.
If you want to provide an invoice for payment on guest portal. From the booking screen on Res:Harmonics, go to the Sales Invoices tab. On our example booking there are 3 DRAFT invoices, please see screenshot below:
Click on Post Invoice on the top invoice, this will transition the invoice to posted and gives the ability to make an invoice as Payable Online. Click the switch to enable, this is the screen we will end up with:
Currently, there is one step further to give access to that invoice in guest portal. To enable eInvoicing for a particular booking, we need to click on the eInvoice button at the top of the Sales Invoices screen on a booking, as seen in the screenshot above. Lets click that, this will bring up an email send screen, lets send that email. The previous action will enable this booking to be payable online.The above actions will produce the following on guest portal -
You can see the invoice and enabled for Payable Online. The guest can click on the View or Pay Online buttons. The Pay Online button will navigate away from guest portal to a payment system. The View button will take you to a single bill screen, as per the screenshot below:
The guest can download a pdf representation of the invoice or click on the payable online.
This screen is used to provide a guest with information about their stay and items in an apartment.
For example, you can have an instruction manual for the in apartment TV set or the microwave.
To upload the guides and information in Res:Harmonics Admin App navigate to Admin -> Operation Settings -> Inventory Items and click on + Add New Inventory Item. Fill out the form and click Save.
The Guest Portal Visible toggle controls whether this Inventory Item shows up on the guest portal or not.
After we created the Inventory Item we can add our user guide, click on Edit and then click on Upload User Guide and select a file from your file system and click on Update.
The list of Inventory Items on a unit can also be seen and managed by navigating to Property -> Unit -> Inventory Items.