⏱️ Estimated time: 5 minutes
👤 Role: Front Desk Staff, Reservation Agents, Operations Managers, System Administrators
What you'll learn
How to navigate and locate individual guest records in EMS.
What information is stored within each specific tab of a guest profile.
How to manage notes, intake forms, memberships, account balances, and payments directly from the guest record.
When should I use this?
Guest Inquiries & Management: Use this reference guide whenever you need to review a guest's stay history, update their contact details, manage their payments, or check their intake forms.
Key Logic: Understanding the layout of the guest profile ensures team members can quickly locate critical guest information, reducing administrative delay and personalising the guest experience.
Before you start
Ensure you have active login credentials for the EMS platform.
Know the name, email, or booking reference of the guest you wish to look up.
Step-by-step
Log into EMS and select Guests from the main navigation menu on the left-hand side. Use the search bar to locate the guest in question by entering their name or contact details, then click on their profile to open it.
Overview: Displays basic details entered during profile creation, including full name, email address, phone numbers, physical address, and membership status if applicable.
Bookings: Lists all previous and upcoming bookings associated with the guest, detailing the date the booking was made and who processed it.
Notes: Contains guest-specific notes. To add a new note, click Add Note, choose the appropriate Type of Note (e.g., Booking, Arrival, or Departure Notes), enter your text, and click Add Note to save.
Wallet: Summarises everything relevant to the guest's credit and debit accounts, including active balances, prepayments, account items, loyalty points, course packages, and related bill history.
Intake Forms: Displays completed intake forms for viewing. You can also complete a new intake form on behalf of the guest or email them a form to complete prior to their arrival.
Communication: Shows the guest's marketing preferences and indicates whether they are opted in to receive automated booking reminders and confirmations.
Documents: Stores files attached to the guest profile, such as signed agreements or physical copies of medical forms.
Membership: Outlines active membership details if applicable. From here, you can view or edit details, freeze or cancel memberships, or sign up a non-member.
Linked: Displays profiles linked to the primary guest, such as family members or related party guests.
Payment Methods: Manages saved payment details, such as direct debit cards for memberships. Click Add Payment Method to store new card details safely.
Payments: Displays historical transaction logs for spa treatments, memberships, and general purchases. From each payment entry, you can download an invoice, process pending balances using Pay, or initiate a Refund.
Best practice
Keep notes updated: Regularly add arrival or preference notes so colleagues across departments can deliver a seamless service.
Pre-arrival prep: Check the Intake Forms tab prior to a guest's arrival to ensure all medical and health declarations are completed in advance.