This training kit covers the basics of front desk tasks in Apaleo. It is especially useful for the Apaleo user roles Front Desk, Senior Front Desk, and Reservation Manager.
Topics covered:
Lesson 1: Assign Rooms
Lesson 2: Check In
Lesson 3: Check Out
Lesson 4: Housekeeping
Lesson 5: Maintenance Slots
Lesson 2: Check In
Lesson 3: Check Out
Lesson 4: Housekeeping
Lesson 5: Maintenance Slots
Lesson 1: Assign Rooms
1A: What you need to know
How to assign rooms from the room rack
- All unassigned reservations are listed on the right side of the room rack.
- Click on the reservation and you will see only the rooms that belong to the booked category.
- Click in the selected area to assign the room, and confirm by clicking Assign in the pop up window.
How to assign rooms from reservations
- In the GENERAL tab of the reservation, click Assign unit.
- The options will be filtered to the rooms that belong to the booked category.
- Choose a unit and click Assign.
How to assign rooms from the reservation list
- From the reservation list: Click the 3 dots (⋮) next to the reservation and select assign unit.
- The options will be filtered to the rooms that belong to the booked category.
- Choose a unit and click Assign.
How to change a room assignment
- From the room rack: Click on the reservation. In the pop up window, click on the pencil icon next to the unit field.
- From the reservation: In the GENERAL tab, click assign unit.
- From the reservation list: Click the 3 dots (⋮) next to the reservation and select assign unit
1B: Practice
- Exercise 1: Assign a room Benson Bridges makes a reservation for two nights. Assign his room from the room rack.
- Exercise 2: Change a room assignment You learn that Benson is a frequent guest with strong preferences. Go to his reservation and change his room, filtering by attributes to give him just the kind of room he needs.
1C: Apahero trainer notes
- Ahead of exercise 2, set up attributes beforehand (Inventory > Unit attributes).
Lesson 2: Check In
2A: What you need to know
How to manually check in a reservation
- From the reservation: In the GENERAL tab of the reservation, click on Check in.
- From the reservation list: Click the 3 dots (⋮) next to the reservation and select check in.
- From the room rack: Click on the reservation. In the pop up window, click on check in.
2B: Practice
- Exercise 1: Check in a reservation Find (or create) three reservations checking in today and check each one in from a different place in Apaleo.
2C: Apahero trainer notes
- This lesson is about manual check-in done by the hotel team in Apaleo. Adapt it if you have a different check-in flow, for example with a self-check-in kiosk, digital guest journey app, or an automation in Apaleo.
- Frequently asked question: Can a check-in be reversed? Once a reservation status has been updated (checked in, checked out, cancelled, set to no show) this cannot be undone. This guide explains what you can do in such situations.
Lesson 3: Check Out
3A: What you need to know
How to manually check out a reservation
- From the reservation: In the GENERAL tab of the reservation, click on Check out.
- From the reservation list: Click the 3 dots (⋮) next to the reservation and select check out.
- From the room rack: Click on the reservation. In the pop up window, click on check out.
When is check-out possible?
- Check-out is possible for reservations with the departure date today or tomorrow.
- For reservations with departure date tomorrow you will see an option to either free the room immediately, or generate the invoice and check out the departure day.
- If a guest needs to check out earlier, amend the reservation to an earlier departure date.
3B: Practice
- Exercise 1: Check out a reservation Find a reservation with departure date today or tomorrow and check it out.
3C: Apahero trainer notes
- This lesson is about manual check-out done by the hotel team in Apaleo. Adapt it if you have a different check-out flow, for example with a kiosk, digital guest journey app, or an automation in Apaleo.
- A common mistake to avoid: users sometimes manually post open charges on the folio and ignore the warning pop up message that once this is done, it will no longer be possible to amend the reservation to an earlier departure date and free up the room for another reservation.
- Frequently asked question: How can I set up a late check-out?
Lesson 4: Housekeeping
4A: What you need to know
How to change room status
- Click the 3 dots (⋮) next to the room to change the status to clean, dirty, or to be inspected.
- Bulk update: select multiple rooms and click the 3 dots (⋮) next to any of the selected rooms to change the status.
How to create and export housekeeping lists
- Filter by unit group, unit attributes, stay status, maintenance, unit condition, and unit occupancy to create your list.
- Export.
4B: Practice
- Exercise 1: Change room status Select three rooms and mark them as clean.
- Exercise 2: Create and export a housekeeping list Try the different filters, use them to create a custom list, and export to excel.
4C: Apahero trainer notes
- This lesson is about manual changes to the housekeeping module by the hotel team in Apaleo, and will need to be adapted if you use a housekeeping app.
Lesson 5: Maintenance Slots
5A: What you need to know
Types of maintenance slots
- Out Of Service (OOS): the room is fully functional and has only minor cosmetic defects. It is still included in your availability and can be used by guests. In the room rack, it is visually indicated with a crossed out water drop icon.
- Out Of Order (OOO): the room is not functional and cannot be used by guests. It is deducted from availability. In the room rack, it is visually indicated with a crossed out shopping cart icon.
- Out Of Inventory(OOI): the room if not functional and needs long term maintenance work. It is not only deducted from your availability, but also from your total house count. This means occupancy will not be calculated based on your total physical unit count, but rather on the reduced one, which influences key metrics as well as price recommendations of revenue management solutions. In the room rack, it is visually indicated with a stop symbol icon.
How to add and edit maintenance slots
- In the room rack, click on +Add and New maintenance slot.
- Specify the unit(s), the type of maintenance slot, and dates.
- To edit or delete a maintenance slot, click on the slot and make the desired changes in the pop up window.
5B: Practice
- Exercise 1: Add and edit an Out of Service maintenance slot Add an Out of Service maintenance slot to two rooms for 24 hours. Extend the slot for one of the rooms to 48 hours.
- Exercise 2: Add an Out of Order maintenance slot Choose a unit category, and check the availability module to see how many units in this category are available tomorrow night. Add an out of order maintenance slot to one of the units, and then check how the availability changes.
5C: Apahero trainer notes
- Front Desk and Senior Front desk can only manage Out of Service maintenance. Reservation Managers can manage Out of Service and Out of Order maintenance. Out of Inventory maintenance can only be managed by Property or Account Admins.