Summary: As front desk staff, your daily workflow in AXP (Alliants Experience Platform) centres on the Conversation Inbox for guest messages, the Bookings module for check-ins, and the Requests module for service tasks — this guide walks you through the essentials.
Permissions Required: Roles required in AXP to perform this action are Front Desk Staff, Receptionists, Guest Relations.
This quick start guide covers the core daily tasks for front desk staff new to AXP — logging in, managing conversations, processing check-ins, and creating service requests.
Step 1: Log In to AXP
If your property logs in using email address and password:
Open your browser and navigate to your AXP login URL
Enter your Email Address and Password
Click Log In
If you have access to multiple locations, select your Location from the selector at the conversations list
If you property logs in via Single Sign On (SSO):
Open your browser and navigate to your AXP login URL
Click 'Log in with SSO provider'
Enter you brand's name
Click Submit
Allow the platform to sign in with your account
Step 2: Check Your Conversation Inbox
Click Conversations in the left-hand navigation
Review a conversation that is marked with yellow or red dots for new guest messages
Click a conversation to read the guest's message
Type your reply and click Send
Tip: Use Templates ("+" icon next to reply area) for common responses like welcome messages and Wi-Fi details. Use 'WhatsApp templates' to initiate a conversation with guests.
Step 3: Start a Conversation with Guest
Navigate to Todays
Search for the guest by name, booking reference, or room number
Click on the profile to view details
Verify the guest's identity and booking information
If AXP is connected with your PMS, the room number, booking statuses shall be auto-updated.
Click Message of a booking to open a conversation.
Step 4: Create a Service Request
Click New Request (from Requests module or within a conversation or from Bookings--> Guest's profile --> Operations --> Requests)
Select the Request Type (Housekeeping, Concierge, Maintenance)
Link to the Guest Profile
Add a Description, set Priority, assign to Department
Click Create
Step 5: View Guest Profiles
Click Today --> Click Full profile to go to a guest' Profile
View contact details, booking history, past conversations, requests and preferences
Daily Workflow Summary
Task | Module | Frequency |
Check and respond to guest messages | Conversations | Throughout the day |
Process check-ins and check-outs | Bookings | As needed. If your PMS is connected with AXP, this will be automated. |
Create and manage service requests | Requests | As needed |
Look up guest information | Today | As needed |
Issue digital keys (if enabled) | Bookings / Digital Keys | At check-in, if needed |
Common Questions
What if I cannot handle a conversation?
Reassign it by adding the department that can handle it from the "+" next to the reply box. Add an internal note explaining the situation if needed.
Can I handle multiple conversations at once?
Yes, click between conversations in the left panel. Each retains your draft reply if you switch away before sending.
Where do I find the Wi-Fi password and common info?
Common information is saved as Templates. Click the "+" icon next to the reply area to search and insert templates.