How To: Approve/Deny Guest Service Requests (Draft of updates) – Lynx

How To: Approve/Deny Guest Service Requests (Draft of updates)

Introduction

Lynx Guest Services can be configured to automatically approve or deny requests according to some conditions, but in many situations you may want to review a request before approving or denying manually.

Only users that have been configured as Approvers can approve or deny Guest Service requests. For instructions on assigning Approvers, see: How To: Set Approvers and Escalations and How To: Set up Approvals for Custom Guest Services

This guide is organized into the following sections:

Introduction
When to use this Guide
Benefits of using this Guide
Step-by-Step Resolution
Custom Guest Services
Key Features
Related Articles

When to use this Guide

Use this guide when you want to manually review a Guest Service request before approving or denying it, rather than relying only on automatic approval/denial conditions.
Use this guide when you need to locate a specific Guest Service request in the Reports tab and filter it by product type or status.
Use this guide when you are configured as an Approver and are responsible for approving or denying guest requests on behalf of your property team.

Benefits of using this Guide

Gives you direct control over which guest requests are approved or denied, rather than relying only on automatic conditions.
Lets you filter and view Guest Service requests by type and status, making it easy to find the specific request you need to act on.
Keeps a clear record of who approved or denied each request, along with the date and time, visible in both the Guest Portal and the Reports tab.

Step-by-Step Resolution: (click on the orange text for links to other solution articles)

Custom Guest Services

Custom guest services (like spa appointments, shuttle service, or airport pickup) are approved or denied using the same Reports tab process described above — locate the request in the Guest Services Reports and use the green "check mark" button to approve it, or the red "X" button to deny it.
Approvers for custom services are configured separately from standard services. For instructions on assigning who can approve or deny custom Guest Service requests, see: How To: Set up Approvals for Custom Guest Services
To automatically notify staff when a custom service request is received, approved, or denied, configure a Smart Workflow using the exact triggers "Guest service request received," "Guest service request approved," or "Guest service request denied." See: How To: Configure Smart Workflows for Guest Service Notifications
When setting up a Smart Workflow for custom services, selecting "All Services" means any new custom services your team creates in the future are automatically added to the notification workflow. If you select individual services instead (e.g., only "Shuttle Service"), you will need to manually update the workflow later whenever you add a new custom service. How To: Set Up a Smart Workflow

NOTE: Guest Services requests will NOT send notifications to your team automatically unless you set up a Smart Workflow! Be sure to configure Smart Workflows to send updates to your team when a request is received or updated. See instructions on how to do this at: How To: Configure Smart Workflows for Guest Service Notifications

Key Features

Filter Guest Service requests in the Reports tab by product type using the "Search & Filter Products" box.
Filter requests by status ("All," "Approved," "Denied," "Awaiting," "Payment Processing," "Payment Failed," or "Cancel") using the "Filter By:" drop-down menu.
One-click approval or denial using the green "check mark" and red "X" buttons.
Automatic audit trail showing the Lynx user who approved or denied a request, along with the time and date of that action.
Optional Smart Workflow notifications that alert your team when a request is received or updated.

Step	Actions
Step 1:	Navigate to the "Reports" tab in the Lynx portal on the left-side menu.
Step 2:	Scroll down and click the option for "Guest Services" Reports.
Step 3:	Click the "Down" arrow to expand the request that you would like to view. Click the "Search & Filter Products" box to select only the Request type(s) you would like to view. If you are looking to add a filter for the custom service, then you can select the option from the drop-down, and if you want to know more about it, please refer: How To: Configure Smart Workflows for Guest Service Notifications Click the "Filter By:" drop-down menu to view only the Request(s) of the selected Status.
Step 4:	When you have located the Guest Services request that you would like to approve or deny, click the green "check mark" button to approve the request, or click the red "X" button to deny it.
Step 5:	After the request is approved or denied, the request status will be updated in the Guest Portal as well as in the "Reports" tab: Approved requests will display "Approved" status, along with the name of the Lynx user who approved the request, and the time/date of the approval. Denied requests will display "Denied" status, along with the name of the Lynx user who denied the request, and the time/date of the denial. Note: Approvers and other staff will receive notifications of these status changes if a corresponding Smart Workflow has been configured in their group.