⏱️ Estimated time: 5 minutes
👤 Role: Front Desk Staff, Receptionist, EMS Administrator
How to locate a guest profile and sell a course bundle directly to their account.
How to process course payment through EPOS and assign staff commission.
How to view a guest's purchased courses and track redemption history.
How to adjust remaining course item balances or issue refunds.
Use this guide whenever a guest wishes to purchase a pre-configured course package at the desk, or when you need to adjust or refund items on an existing guest course. Key Logic: Processing the course sale via the guest's profile ensures the package is bound to their digital wallet, allowing staff to easily verify remaining balances and track redemptions during future visits.
Confirm that the guest profile has already been created in EMS.
Ensure the course you wish to sell has already been set up and made active in EMS Settings, if not please check out our Course Setup article: https://support.journey.travel/portal/en/kb/articles/ems-setting-up-and-managing-courses
Log into EMS and click Guests from the main navigation. Search for the guest purchasing the course and click on their name to open their profile.
Click on the Wallet tab at the top of the guest profile page and scroll down to the Courses section.
Click Add Course, select the specific course you wish to sell from the list, and click Continue to Payment.
Note: If the course you want to sell does not appear in the dropdown list, ensure that the course has been created and marked as active in your system configuration.
After clicking Proceed To Payment, you will be automatically redirected to the EPOS screen. Select the staff member selling the course to ensure proper commission allocation, then click Add To Bill.
Select the payment method the guest is using (e.g., cash, card) and complete the transaction. Once processed, you will be redirected back to EMS and the guest's Wallet tab, where the newly purchased course will now appear.
From the Wallet tab, scroll to the Courses section to view the purchase date, expiry date, and remaining item balance.
Quick Tip: To view the full redemption history of a course, click on the course name. A side panel will open on the right-hand side displaying all previous redemptions.
If you need to reduce remaining course items or remove a course from a guest's account:
Click Manage Course Balances (located next to the Add Course button).
Select the relevant course on the guest's account.
Adjust the remaining item quantity as needed, or click Set All To 0 (Refund all remaining) to clear the balance entirely.
Follow the prompts to be redirected to EPOS to complete any financial adjustments or refunds associated with the modified items.
Heads up! You can also sell a course item directly to the customer via the EPOS screen directly. Simply head over to EPOS, search for the client, click your Courses button and select the course you want to sell.
Verify Staff Attribution: Always ensure the correct staff member is selected on the EPOS screen before clicking Add To Bill so that sales commission is recorded accurately.
Review Expiry Dates: Remind guests of their course expiry date at the time of purchase to encourage timely redemptions and prevent unused sessions.
If you need a hand, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.