Guest Services: reservations, itineraries and the services log

Log shuttles, dinners and activities on a reservation, send guests a live itinerary link, download the day's manifest, and let tasks follow each service.

Guest Services lets your concierge or front desk log every service arranged for a reservation—airport shuttles, restaurant reservations, spa appointments, golf tee times, activities—in one place. Each service becomes a line on the guest's live itinerary page, a task for the team that fulfils it, and a row in a spreadsheet you can download for the day's operations.

Overview

Feature	Description
Service types	Your property's catalog of services (Transportation, Restaurant Reservation, Spa Appointment, Golf Tee Time, …). Each type defines its own fields.
Reservation card	Add, edit, copy and cancel services from the reservation page. Every service has a status: Requested → Scheduled → Completed (or Cancelled).
Guest itinerary	A live page the guest opens from a text or email. It lists every service by day, marks pending ones, and prints or saves as PDF from the browser.
Services log	Guest › Services: every service across all reservations for a date range, with filters and a one-click spreadsheet download.
Staff tasks	For service types that need action (for example, a shuttle), a task is created for the team with a due time based on the service time.
Vendors	Restaurants, courses and outfitters you book with. Their address and phone print on the guest's itinerary.

Guest Services is part of the Check-in plan and is enabled per property. Contact support@helloshift.com to turn it on and to set up your service catalog.

Adding a service to a reservation

Open the guest's reservation (from the guest's page, click Open reservation).
In the Services card, pick a service type and click Add.
Fill in the fields. The date and time is required; it is the time of the service itself (for transportation, the flight time, not the pickup time).
Use Special instructions for anything the guest should see on their itinerary, and Internal notes for staff-only remarks.
Click Add. The service appears in the list as Requested.

Tip: Copy opens a new form pre-filled from an existing service—handy for a guest who has the same dinner reservation every week.

Service status

Status	Meaning
Requested	Logged, not yet confirmed with the vendor. Shown to the guest as Pending confirmation.
Scheduled	Confirmed. Click Mark scheduled once the vendor has confirmed.
Completed	The service happened. Click Mark completed.
Cancelled	Removed from the guest's printed itinerary. Click Cancel and confirm. Cancelling a reservation cancels all of its services.

Vendors

Service types such as Restaurant Reservation have a Vendor field. Pick an existing vendor or click New vendor to add one with its address and phone without leaving the form. The vendor's address and phone print on the guest's itinerary and open Maps and the dialler on a phone.

The guest itinerary

Every guest has a personal itinerary page. It shows all services for their stay grouped by day, with today highlighted, pending services marked, and the property's address and phone in the footer. The page is live: when you add or confirm a service, the guest sees the change the next time they open the link.

Sending the itinerary

On the reservation page, click Send itinerary under the Services card.
HelloShift shows which channel it will use (text or email) based on the guest's contact details. Edit the message if you like—the link is inserted automatically.
Click Send. The message appears in the guest's conversation like any other message.

Use Preview the guest page to open the itinerary yourself. To send it in an automated message, insert the guest itinerary link variable ({{itineraryUrl}}) in any snippet.

Printing or saving as PDF

Guests (and staff) click Print / Save as PDF at the bottom of the itinerary page, or Save as PDF at the top. The browser's print dialog handles both; the printed copy carries an “as of” date and time.

Customising the letter

Under Checkin › Guidebook (Guidebook Appearance) you can set the Itinerary Intro sentence and the Itinerary Sign-off. The hotel logo and colours come from your Brand settings. Special instructions and each service type's disclaimer print under the relevant service.

The Services log and spreadsheet download

Open Guest › Services in the left navigation. The log lists every service across all reservations, sorted by time, for the selected date range (today plus 7 days by default). Filter by service type and status; change status inline; click a row to jump to that service on its reservation.

Select a service type to reveal its Download button. The spreadsheet uses your property's column layout (for transportation: one row per passenger, split into Arrivals and Departures sheets, with a stable ID per service and per passenger so re-downloads can be matched to earlier ones).

Staff tasks

Service types can create a task for the team automatically. The task is due at the pickup or preparation deadline (for example, two hours before a departure flight), carries every detail of the service, and moves with the service: rescheduled when the time changes, closed when the service is cancelled.

On your phone

The guest's profile in the HelloShift app lists their services. Tap one to see every detail and to mark it scheduled or completed, or cancel it. Adding and editing services is done on the desktop reservation page.

FAQ

Can I add my own service types or change the fields?
Your catalog is set up with you by HelloShift support. Ask us to add a service type, change field labels or options, or adjust lead times for tasks.

What does the guest see for a Requested service?
The service with a Pending confirmation mark and “We're confirming this for you — no action needed.” Mark it Scheduled once the vendor confirms.

Does the itinerary link expire?
No. It is personal to the guest and always shows their current and upcoming stays.

Can a guest with two upcoming stays see both?
Yes—the itinerary groups services under each stay.