4 - Shangri-La Mobile App Check In & Check Out- CN& EN

2020 Shangri-La Group. All Rights Reserved.


Mobile Check-in

0+-$', Guest will input the following information to fulfill the Mobile Check- in request:

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*&"-/   +#3 Guest can input room preference & other request in the free text box. 
.!)2%3 For Resorts: Guest can choose from standard baby items.

1  App (13

Guest’s Mobile App screen of Mobile Check-in.

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2020 Shangri-La Group. All Rights Reserved.


Mobile Check-in 3

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%  
& Guest to fill out registration data i.e. date of birth, passport/ ID number.

/$" !#/$& Guest chooses the time of arriving to the hotel from the following range of time.

GC Tier Diamond

Allotment (hrs.)

08:00 – Tomorrow 06:00 11:00 – Tomorrow 06:00 14:00 – Tomorrow 06:00

Jade Gold

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Mobile Check-in :1.#C8 <2=9C$ +
Guest is asked to input credit card details for pre-authorization based on preset formula. ->" 220 App !*3B
Credit card details will be synced to App Mobile Check-in screen if guest choose to save credit card. 5

6;),/E Guest to acknowledge the confirmation of Terms & Conditions. %D?55 App (&4 AE :@ A
A7 E Guest will receive a notification informing them that a room number will be updated on App. The room number will be displayed on App once room number is assigned.

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Credit card type Pre-authorization Amount International Credit Card 1.5 * room charge/Per day China Union Pay Card 1.5 * room charge/Per day

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2020 Shangri-La Group. All Rights Reserved.




Guest Mobile Check-out Experience

2020 Shangri-La Group. All Rights Reserved.


 Guest Mobile Check-out Experience

§ <C13&-=% H3B 3"+F!4L Mobile Check-out will be activated for GC members at midnight , one day prior to their departure date, local hotel time.

§ App >)>@5A;#&-=%L The App will send push notification inviting the member to complete the Mobile Check-out.

§ <C1 /(:389.4?'=%+FGC9,KJ9, 
0E69,0
GC members will be able to choose check-out time based on their GC tier: Gold: midnight – noon, Jade: midnight – 4 pm, Diamond: midnight – 6 pm. § 7 "6 %FDI2%F$7!B DI*L On departure date, guest can leave their room key in the room or drop off at Front Desk before leaving the hotel.

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Mobile Check-out

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 0)!1A#,,-
+3 Guest must choose their estimated time of departure, in 15 mins intervals. (1.*" %$3 Late check out request will be required to check with hotel associate. 25) #, & App  3 Once selected a departure time, guest cannot change it on App.

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 (1 /3 Guest’s Mobile App screen of Mobile Check-out.

GC Tier

Allotment (hrs.) 00:00 – 18:00pm 00:00 – 16:00pm 00:00 – 12:00pm

Diamond Member

Jade Member Gold Member

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2020 Shangri-La Group. All Rights Reserved.


Mobile Check-out

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- &#(
Guest can require for final folio with following options: • %)( Hard copy folio à /# !
+# Picked up at Mobile Check in/out area • "( Soft copy à .*/$, Sent via email à .*/$ '( Also, allows guest to enter different email address

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2020 Shangri-La Group. All Rights Reserved.


Mobile Check-out

!4E&  <15
7?5I For China hotels , guest can require for Fapiao (official receipt for China hotels).

 -+ App >(@*45 '= ' ";)/ App 8>GF :C,94 8>HI Members can update the Fapiao information in their App account profile which will be copied over to Mobile App Check-out module automatically, thus creating a more seamless check- out experience.

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A() '0 2.-+BD< %36$#(A( I Enter the company information if not previously updated in their App account profile.

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2020 Shangri-La Group. All Rights Reserved.


Mobile Check-out !NA7LG+NAMS1&)=;&8C5
Review folio while in house or after departure on reservation tab and selecting their booking. 4# %-HD"BKMSC5
Also, Guest can access to the view folio through the following two areas: • G+P@N>
MSC5> Select “View Reservation” -> “View Folio” feature • G+(IF* 
MSC5> Select “Fast Checkout” -> “View Folio” feature 5

/:8C5ML.-O8 :4>/:0 ,8C5 >1 J8'EP Folio displayed is not instantly synced and therefore may not show “ up to the minute ” postings as there maybe a 15 minutes delay. /:8C52?  C5O<P The folio displayed are from PMS window one only.

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2020 Shangri-La Group. All Rights Reserved.

  Panda



FO system & Interface (Panda system- Panda.Shangri-la.com)

2020 Shangri-La Group. All Rights Reserved.

 Panda  (Panda system- Panda.Shangri-la.com)

§ p*GA
Panda BF5 FO

>:.1#ROQ@,9!P+L<63SE#@+

DM4"C0@ J$] The Web portal- Panda system is the main tool used by FO colleagues to receive Mobile Check-in and Check-out requests from guest sent through App, update guest room number assigned to guest and settle the online payment at check-out. §   I2T&!8(ROH%@M?A \+/\8(@ $-AKWZ[BF] FO colleagues (i.e. Front Desk, Club and Service Center) can access the Panda system from any of the workstation at Front Desk, Rooms Controller and Service Center with their own log in account. § Y;U- App ! OPMS =7.   XJ,$N#)
There is no interface between SL App and OPMS, FO colleagues need to input guest information manually.

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   FO System & Interface- Mobile Check-in .:4'/$
23#&.5,= <8P7!
 "9*+0 ).5,= FO colleagues must view Mobile Check-in request by selecting the “ Pick” function. 1 2

FO colleagues will need to monitor Panda system for incoming requests. 8P App  )   Panda 23 ( -%1%1 ;%1= When guest completes the “Mobile Check-in” via App, there will be a message notification prompt from the Panda system to alert FO colleagues with sound alert.

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2020 Shangri-La Group. All Rights Reserved.


   FO System & Interface- Mobile Check-in 2
,0#/
Panda +-&"!*   3

Under “Fast Check in / Checkout” module, Panda system will clearly display guest information as below: • )/ Confirmation number •  Full name •  4 Arrival time • 4' Room features • '$.% Other special requirement !*(35. OPMS  16 The highlighted sections require manual inputs in OPMS.

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2020 Shangri-La Group. All Rights Reserved.


   FO System & Interface- Mobile Check-in

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 OPMS ?@.+ Update guest information in OPMS: •  OPMS  (HB  Located and extract the booking in OPMS. •  OPMS $H.+63A4C ”ACI” = App #/7K Update arrival booking with “ACI” code ( app Mobile Check-in ) in OPMS special field and ETA. • :J
<(D
#/ App 
 Leave a “Check in” alert “App Mobile Check-in” • .+2,% 9>;K Update payment type and keep the credit card number field blank

• 5)F1CH'0EI'0= Key in the pre-authorized amount and code in cashier comment field • C!*& Input guest data à 8- Date of birth

à  Country of residence à "G Room preferences

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2020 Shangri-La Group. All Rights Reserved.


   FO System & Interface- Mobile Check-in

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0SA4 Room assignment: § OPMS P0S,D1"(NK+*9>3( B !%#%0Sp Assign room in OPMS and ensure the room is prepared according guest personal preference at least 1 hour in advance of guest indicated time of arrival. § D1"(NQ-1PB0S@;LE/RPp Ensure there is no movement/releasing of the assigned room before the guest physically arrives to the hotel. § " Panda FH:7PB0S ()d$"B =CPB0S p Update assigned room number to the Panda system and guest will be able to view the assigned room number on their App. § U80S LPFHA.)
"CHECK_IN_REQUEST  CHECK_IN_FINISHED”. Once the room number has been assigned into Panda system, the status will change from “CHECK_IN_REQUEST” to “CHECK_IN_FINISHED” status. § &<@;(!?B0S If there is no room available with guest preferred features
- App nMP0S Take App booking as priority for room assignment
&<dIF(,5a(O2 If possible, contact guest and provide option for guest to select

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2020 Shangri-La Group. All Rights Reserved.


   FO System & Interface- Mobile Check-in

)+*-. Pre-made key and ready before guest indicated arrival time. 6

 Room change: #$" 
 !+ 
 PMS (%, Panda &' 
If guest used Mobile Check-in and has a room move during their stay, FO colleague that executes the Room move in PMS must also update the room number in Panda system. 7

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   FO System & Interface- Mobile Check-in

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#*0% Guest arrival: • 2!A-7=@HT+SRV Collect room key at the designated mobile check in area • (J# >U:Q1-7 App FO colleague thanks the guest for using Shangri-La Mobile App • 8"# K Verify guest identity. • 93&@HG!.5# AK I)/<
P% ) Scan guest ID or Passport if required by local registration rule (For China hotels) • 4+ Handover the room keys •  OPMS ( Check-in OPMS ?# L$DNM App EB+4+SRVFC # ,OA+ S;6' AW As guest has been informed of their room number prior to arrival via App, FO colleagues to ensure there is no accidental changes to guest assigned room number before handover the room keys.

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2020 Shangri-La Group. All Rights Reserved.

 
  FO system & Interface- Mobile Check out -:3&.#
12"%-4+= <857 
 !9)*/(-P4+= FO colleagues must view Mobile Check-in request by selecting the “ Pick” function. 1 2

FO colleagues will need to monitor Panda system for incoming requests. 85 App ( P  Panda 12 ' ,$0$0 ;$0= When guest requests for “Mobile Check-out” via App, there will be a message notification prompt from the Panda system to alert FO colleagues with sound alert.

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2020 Shangri-La Group. All Rights Reserved.

 
  FO system & Interface- Mobile Check out

?
4:'/
Panda 35* $#0 Under “Fast Check in / Checkout” module, Panda system will clearly display guest information as below:

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• >"A Submit time •  Full Name •  Room number

• ;@, -8 GC tier • /7 Confirmation Number • %<+ Follow up Status • B62"A Expected departure time • (4: Check out settlement • :19) Folio / Fapiao request • B!.B & Online pre-authorization • =9) Check-out requirements

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2020 Shangri-La Group. All Rights Reserved.

 
  FO system & Interface- Mobile Check out

OPMS BC7O Update in OPMS: • ?F)-*=H( Identify the guests inhouse booking • NC Update the reservation with “ACO” code in special field • 7O*NE=6K Update guest expected departure time • G0/A8

Accord rebates (if any) 4@ Issue Fapiao: @=1%.LD$"A@B C Fapiao title and information need to copied to the VAT Fapiao system. 3#&*=@L: ,+( 2C=!*3O Fapiao requests prepared in advance and keep it in the designated App area for guest collection.

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5

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2020 Shangri-La Group. All Rights Reserved.

 
  FO system & Interface- Mobile Check out

OPMS  Bill settlement in OPMS: ""!# App 
 $ After the guest indicated time of departure or guest drops room keys at designated app area, FO colleague to check-out the folio in OPMS.

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2020 Shangri-La Group. All Rights Reserved.

 
  FO system & Interface- Mobile Check out Panda EHNGD  Bill settlement in Panda system:

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T+
Check Out” J `.8Za)]'4Zad Select ‘Check Out” feature and deduct the total transaction amount off the pre- authorization amount. 9UQb:Y* App  `.85UQ Panda EH
F API) 0^@&_UQ Panda EHRKGD  If guest check-in through SL App and the pre-authorization is collected from Panda system (online API) then the settlement must be done via Panda system. %P@F`.GDZac`.8Za36B\Ld When the amount entered to settle online pre-auth is higher than original 9W2<?(7GNJ>(?GD-= A!@X"#S ;1C,$>#S ;(Id In case Front Office is unable to process credit card settlement for guests using the Mobile Check-out feature, late charge procedures will be in accordance to respective hotel late charge policy and guidelines. ? ePayment [/ VY0#S@O?d For instance, utilizes the ePayment link to recover the late charge from guests. pre-auth, error will be shown. GDM Settlement failure:

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2020 Shangri-La Group. All Rights Reserved.

 (FAQ)

Frequently Asked Questions (FAQ)

2020 Shangri-La Group. All Rights Reserved.

)), (FAQ)

)+$(   App  &.
Q1: Can non-GC member enjoy the App Mobile Check-in and Check-out service?

#/? *1$( "!-' App
Answer: No, these services are limited to our GC guest only on Shangri-La Mobile App.

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226 (FAQ)

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$5+&,- 1?' . / 4" Q2: If guest enrolled as GC member after the reservation is made, can they enjoy the service?

(73*5+-1?! # 20)7 Answer: No. The guest needs to join GC before the reservation is made to enjoy Mobile Check-in & Mobile Check-out functions.

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//1 (FAQ)

/ $()- ' Q3: How to add sharer during Mobile Check-in?

*2 2&.$ App #' +%"
 0,3 !34 Answer: There is an “Add person" function on guest Shangri-La Mobile App which can update with sharer information if the reservation is initially reserved with 2 adults.

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4++. (FAQ)

+ '*!-& , (%
) / Q4: If a GC member makes a multiple room booking for the stay, how can they proceed Mobile Check in/out?

# )$ -/"(%0 Answer: Mobile Check-in & Check- out service to be done on an individual booking basis.

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225 (FAQ)

2
& $3*  "40#! Panda -.+  Q5: If guest room change during stay, do we need to update the room number in Panda system?

, "+7"0)? + 40-.#!!+
#!+5(/+PA1 ?7 Answer: Yes. When guest requested for Mobile Check-in, FO needs to update the new room number in Panda system. The updated room number will be synchronized to guest’s Shangri-La Mobile App.

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..1 (FAQ)

.
"-+& /0, Panda )*  Q6: If guest extend stay or shorten stay, do we need to update in Panda system?

( $ ,2 Panda )*6? '!2 # OPMS Panda )* '! 
Answer: No need. The departure date could not be amended in Panda system. Therefore, there will be discrepancy between OPMS and Panda system on departure date.

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!AAE (FAQ)

A
#"@)B)  1?-7<, Q7: When guest extend their stay in OPMS, can they use the Mobile check-out service?

4 Panda 580+&.9G/"@C;'1>:(2D&.G 7<) C;?= Panda 587$6*2F?=3617$*G Answer: The top up authorization function is not available in Panda system. If guest extends stay, guest needs to provide credit card for new pre- authorization. At checkout, FO associate need to settle the online transaction via Panda system and the rest of the balance via offline credit card transaction.

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)MMP (FAQ)

M 'a,2-P P7@D" Q8: Can guest change to settle with other credit card upon check-out?

< 38R'NC918P7- IE5)8:?;+FB@=R  5 >A a,*$ P$?8P7/H- #RP7&O.4KQ( $
?!787LBd0R Answer: Yes. Guest needs to present the new credit card for FO to settle by normal offline procedure. FO proceed to Panda system to “check-out” guest and select “No” under “Capture payment from credit card used for online check-in.” The initial credit card pre-authorization amount will be released after 5-7 days by issuing bank.

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**, (FAQ)

*9()
  # Q9: If guest stays more than 5 days can they use Mobile Check-in function?

"   ?&+$
5 ! '#- Answer: No, Mobile Check-in allows guest who reserved 5 nights or below to use the function.

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DDG (FAQ)

D
+>C2A.; :7HC25 ! App @$1 Q10: If GC member prefers to earn FFP miles than GC points, can guest select from App?

8KF= (EA40  I,B#"*31/ =0?)- ?JK Answer: No. Guest needs to inform FO colleague at check in or during stay or guest input at the special request text box on Shangri-La Mobile App.

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