Front Desk Guest Pass and Check in Process

Feature Requests & Feedback
1

We have struggled this year trying to prevent the following errors:

  1. Purchase guest credit instead of using account guest credits
  2. Purchase guest credit but forget to check in the guest

We have received at 10+ emails from members asking us to delete the order for Front Desk Guest Pass and use the Account Guest Credits instead.

I’ll share screenshots in replies to show you the problems with the current UI and functionality

2

The red banner indicates the number of guest credits available. For each guest name entered, 1 credit will be deducted from the account guest credits. However, the system allows you to easily purchase (in our case bill to account) additional guest credits even when there are guest credits available to use.

Therefore, it is possible for GW to incorrectly purchase guest credits when the member already has a sufficient amount of guest credits

  • There is no a pop up message asking GW to confirm the order
    There is no email notification to the member that an order has been placed
    The member will be surprised when the treasurer eventually bills them for guest credits

Guest Check In 1
Guest Check In 11413×511 61.9 KB

3

We see a few options

  1. Do nothing. We continue to get emails from frustrated members asking us to delete the bill and use the account guest credits.
  2. Update the red banner “This account has X guest credits available. No need to purchase more”. This may help but people will probably not read the message.
  3. Add functionality that disables the Purchase (green) button when there are guest credits. Update the red banner “This account has X guest credits available. Purchase button is disabled”
  4. We disable the functionality for members to purchase guest credits during the check in process. Members will be forced to plan ahead and purchase guest credits before they arrive. Or they could log into their phone, purchase guest credits, and then check in their guests. We would then need to come up with a policy if someone brings a guest but forgot their member splash password or didn’t bring their phone.
4

Here are some screenshots to help you understand the problem with gatewatch (one of our members) forgetting to check in a guest after they have purchased a guest credit

1
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2
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3
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4
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5
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5

We also struggled with this error at the front desk. A member would show up with 2 guests. The front desk staff would purchase more than two guests credits (maybe they type in 6 instead of 2). The staff enters the 2 guest names and two credits are subtracted, leaving 4 credits on the account. When the bill is created, they are charged for 6 instead of 2, and this is definitely not what the member is expecting! It is partly a front desk training issue, but I do think the screen layout and function could be clearer.

2 Likes
6

You could just turn off the ability to purchase guest credits at the desk (or using bill-to-account). That’s what we did. Members can still use their phones (while standing at the desk) to purchase credits.

7

We currently use Bill to Account and and then we have problems getting paid. That is another issue and post :wink:

Correct, removing the ability for members to purchase Front Desk Guest Credits during check in is an option that we are considering. I list those in previous reply that is still pending admin approval.

8

We have considered the following options

  1. Do nothing. We lose guest credit revenue.
  2. Member Splash updates UI such that when someone clicks the Purchase (green) button, then disable the Cancel (black) button. This will force them to enter the guest name and select Submit (blue) button.
  3. Member Splash updates UI such that when someone clicks the Purchase (green) button, they get a warning message “Please enter guest names”.
  4. We disable the ability for members to purchase Front Desk Guest Credits. If MS does not improve the functionality, then this will likely be the option that we select.
1 Like
9

Hi Kurt,

Thanks for the detailed feedback. I’m going to have our team mock up some alternative approaches to the front desk guest pass process to see if we can’t reduce the possibility of user error.

1 Like
10

I’m not familiar with teach. But for those pools with a manned gatehouse they could change the payment method to cash or credit and have the member pay for guests right then.

11

Our members pay a $100 deposit and can ask for it back if they perform 3 gatewatch shifts. We don’t always have a member for gatewatch duty. We also don’t want to create “friction” during the check in process. If the the check in process is not improved, then we would probably decide to simply disable the ability to purchased Front Desk Guest Credits next season. This would force people to purchase Guest Credits in advance or on their mobile device before checking in.

12

We have had similar problems and would love to see the MS UI improved