ICS Staff Training

Welcome to Intelity Front Office Staff ICS Training: Training for daily ICS operations focused on Front Desk, Concierge, and PBX tasks. Through this course you will learn how to manage guests and requests in the Intelity ICS.

ICS Guest Management - Creating Guest Accounts: Front office staff understands how to manually create guest accounts in the ICS, enabling in-room devices and guest authentication on mobile applications.

What are Guest Accounts?

Guest Accounts are found under the Accounts menu of the ICS.

These accounts enable the services layer of the ICE Bedside application on in-room devices and guest name validation on ICE Mobile devices. Guest Accounts can be created manually or by a PMS integration.

Areas of the Guest Accounts screen are:
  • Rate Code Management - management access area used for managing rate codes available for manual assignment to guest accounts.
  • New/Remove User
  • Filtering and Searching
  • Accounts

Filtering and Searching

Once Guest Accounts is accessed the view automatically filters to "active" users only. These are the guests that are currently checked into the hotel. The view can then be searched by guest name, room number, rate code, or by check-in/check-out date range. To expand your search to include all guests, including those who are "in-active," or checked-out, change the Guest filter to all.

To apply further search criteria, select the desired criteria type, type part or all of the search value, and click go. The Guest Accounts view will then reduce to only those accounts which meet your search criteria.

Guest Account Details

To expand the account details for any existing guest select the user ID, guest name, room number, rate code, check-in or check-out date.

The Guest Account details contains fields for salutation, guest first and last name, phone number, cellular provider, rate code, room number, check-in and check-out dates.

Not all of these fields are required.

Required fields are:

  • First Name
  • Last Name
  • Rate Code
  • Room Number
  • Check-In Date
  • Check-Out Date
  • User ID
  • Password




While Reservation ID is not required, it is highly recommended that the PMS ID/confirmation number be included here.

User IDs and passwords do not need to be given to the guest and are only used to save new guest accounts. To create a user ID and password for a new guest account simply click Generate User ID & Password.

Adding New Users

Guest Accounts are created two ways:

  1.  Automatically from a PMS (Property Management System) integration after a guest check-in has been completed.
  2. Manually in the ICS.

How to manually create a Guest Account:

Question 1: How many different filtering options are there for Guest Accounts?

  • 3 - Guest Name, Favorite Color, Room Number
  • 5 - Guest Name, Room Number, Reservation ID, Check-In Date Range, Check-Out Date Range
  • 2 - Guest Name, Active
  • 5 - Guest Name, Room Number, Rate Code, Check-In Date Range, Check-Out Date Range

Question 2: Alexa just finished checking in Mr. Campbell and is now creating his Guest Account in the ICS. Select all that apply.

  • Alexa must give Mr. Campbell his user ID and password before he can use ICE.
  • Alexa must generate the user ID and password to save Mr. Campbell's Guest Account.
  • Alexa does not need to generate a user ID and password and can skip these fields.

Question 3: Which fields are required for Alexa to fill out when creating Mr. Campbell's new Guest Account?

  • Salutation
  • First Name
  • Last Name
  • Phone Number
  • Cellular Provider
  • Rate Code
  • Room Number
  • Check-In Date
  • Check-Out Date
  • User ID
  • Password
  • Reservation ID
  • GNR

ICS Guest Management - Creating Guest Messages: Front office staff understands the different types of messaging how to manually create Guest Messages in the ICS.

What is Messaging?

Messaging in the ICS is the means by which the hotel communicates with the guest via ICE. This is one-way messaging used to convey non-urgent communication. There are three basic types of messages in the ICS:

  • Guest Messages - Personalized messages directly to a single guest or many guests confirming services, information requests, and itineraries. This type of messaging displays on in-room devices only and only to those guests which are selected at the time the message is created.
  • Auto Messages - Welcome messages and global guest notices (outlet availability, alarm testing, etc.). This type of messaging displays on both in-room and mobile devices for current users (existing checked-in guests
  • Request Messages - Messages automatically generated by the ICS after a guest submits a request. This message contains all the details of the guest request so the guest may review their details and contact the hotel to make any necessary corrections.

Guest Messaging

Guest Messaging is the message type used most by front office staff, whether this is on behalf of a group coordinator, replying to a guest inquiry, or confirming services.

Guest Messaging is found within the Messaging menu of the ICS.

These messages display on in-room devices assigned the room number associated with a specific guest. Much like an email, these messages can be sent to a variety of recipients at the same time, but only to those guests that are indicated at the time the message is created.

Parts of a Guest Message


Message delivery can be sent to now/immediately or at a future date and time. The default selection for a new message is to deliver now. To set for future delivery a date is selected from the calendar display to the right and a time is specified below the delivery selection.

Message Type

For all Guest Messages set the message type to ICE. This will sent the message to deliver to the in-room device tied to the specific guest's room. Indicating SMS as the message type will refresh your recipients pool to only those guests that have a phone number saved in the Guest Account.


This field automatically populates the user ID you are logged in with. This information is not displayed in the message the guest receives and should only be modified if you are sending the message on someone's behalf. For example, a group coordinator.


This field indicates that there is a price associated with this message. Setting a price will not generate an invoice or push to any integrated systems, however it does calculate in the metrics (statistics) reporting used by the management team. The price can be set at a per message value or a total value (all message).


This is a list of the Guest Accounts currently active (or checked-in) in the ICS. In this area guests can searched by name or room number or filtered by room range. Guests are marked with a check mark to the left to indicate they should receive the message.

Subject & Message

These fields make up the message that is sent to the guest. Subject and message text should be populated just as they would for something like an email. Because the message body allows for HTML coding, do not copy text from Office programs and paste directly into the message body field. Instead paste the text into a simple text editor and then transfer to the ICS.

Creating New Guest Messages

Required Parts of a Guest Message:

  • Delivery Date/Time
  • Message Type
  • From
  • Subject
  • Message
  • Recipient(s)

How to create a Guest Message:


Question 1: Jordan the concierge wants to send restaurant recommendations to Ms. Jarrot's in-room iPad. Which type of messaging should Jordan use?

  • Auto Messaging
  • Guest Messaging

Question 2: TRUE or FALSE - Guest Messaging should be used for urgent messages like evacuation notices.

  • True
  • False

Question 3: Which image shows that Jordan has filled out all required fields and is ready to send a message to Ms. Jarrot?

ICS Request Management: Hotel staff understands how to research, modify, and complete request tasks in the ICS.

What is Request Manager

Request Manager is a central location in the ICS that houses all of the request tasks submitted by guests via ICE.

From Request Manager hotel staff members are able to view the details of the guest requests, edit details as necessary, assign tasks to staff members, and complete tasks after the request has been fulfilled. Tasks submitted and completed in the past can also be researched in Request Manager.

Request Manager Overview:

  • Group Management – Manager access area that controls staff notification groups for requests.
  • Adding Tasks – Option to manually add request tasks on behalf of a guest.
  • Filtering/Sorting – Viewed tasks can be filtered by status, dates, type and/or sorted by any of the columns.
  • Active/Queued – Tasks under the active tab are considered actionable now and are either due soon or need to be prepped for. Tasks under the queued tab are visible and editable, but are for future consideration. Once the notify time for these tasks is triggered the task will move to the active tab.

Task Filtering and Sorting

By default the Request Manager view displays all open tasks. Tasks displayed in the view can be filtered utilizing the search options along the top.

These filter options include:

  • Dates
  • Group
  • Detail
  • Guest
  • Status


                                                              Task Statuses

New - Tasks recently added to Request Manager but not yet assigned to a hotel user.
New Late - Tasks with an expired due time and not assigned to a hotel user.
On Time - Tasks that have been assigned to a user and the due time as not passed.
Late - Tasks that have been assigned to a user with an expired due time.
Completed - Tasks that have been completed before their due time.
Completed Late - Tasks that have been completed after their due time.

Sorting tasks can be done by clicking on any column header above the task list.


What is Queuing?

Queuing is a state that a task goes into when the due time is the distant future and the task does not need immediate attention. Queuing can be thought of as a holding area for any future requests. These tasks can be viewed and modified if necessary.The queuing trigger for a request is configured on the request content management. As you can see the Notify Time for Bell Services is set to 30 minutes before due time. If a request for bell services is made between 15 and 30 minutes in advance, the task will immediately go to an active state, but if the request is made for more than 30 minutes in advance it will go to queuing, like the task to the right, until the threshold time is met.

Task Management

To view the details of each guest request in the Request Manager the task details must be expanded. Task details can be expanded by clicking on any part of the task.

From here task information such as requested services and items, as well as any special instructions, from the guest can be viewed and edited. To edit a request select the Edit Info button in the upmost right corner of the request details.

Parts of the task details that can be modified include:

  • Guest Name
  • Guest Room Number
  • Guest Phone Number
  • Due Date
  • Due Time
  • Notification Setting
  • Reminder Setting
  • Notes

Once any changes have been made, select Submit to save changes.

Tasks can also be assigned to a particular staff member belonging to the Notification Group in Request Manager.

To assign a hotel user to a particular task in the Request Manager select the task drop down arrow under the Assign User column and select the user to be assigned. Once a user is assigned an additional notification will be sent via email and/or text to the specific staff member.

Task Management cont.

Once a guest request has been fulfilled the task is ready to be marked as completed in the ICS Request Manager.

To mark a single task as complete click the drop down arrow to the far right of the task under the Status column and select Complete.

To mark multiple task completed at one time mark them with a check to the far left of the task and select ‚ÄčTask Completed at the bottom left.

Tasks can also be manually added to the Request Manager by selecting Add Task in mid area above the filtering options.

The following fields are required when creating a task manually in Request Manager:

  • Group
  • Type
  • Guest Name
  • Due Date
  • Due Time

Question 1: To view all past and present In-Room Dining Requests which two buttons will be selected?

Question 2: Select all areas of a task that can be modified.

Question 3: Select all the ways to mark a task or tasks complete.

  • Mark the task or tasks with a check mark and select "Remove Task."
  • Click the drop down arrow under the "Status" column and select "Complete."
  • Mark the task or tasks with a check mark and select "Task Completed."