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Guest Profiles & Functionalities
Guest Profiles & Functionalities

An overview of Guest Profile on Gboard and its different functionalities.

Updated over a month ago

In the Goki Dashboard, there are two different types of guests: Registered users and Non-registered users.

1. Registered users

When users download the Goki App, create a profile, and confirm their account, their information appears on the Goki dashboard. You can easily search for guests using their email, name, reservation number, or by applying filters. Clicking on their full names gives you access to their profiles, allowing you to view their details, manage reservations, and send messages.

Requirements:

Only team members with "Guests" permissions can open Guests' Profiles.

Note:

In the search option, by clicking on the icon on the left side of the reservation number you have access to the Reservation Drawer. Also, if you click on the room, you will go to the configuration of that Room in the Spaces configuration.

1.1. Functionalities

When you open a guest's profile, you will find the following sections:

  1. Guest information (Name, city, country, email, gender, birth date, device & Bio)

  2. Guest interests

  3. Reservations

  4. Conversations

Reservations

Shows information related to the reservations:

  • The guests who have the Goki app & claimed the reservation.

  • You can remove the main guest if you want.

  • Reservation number & more info.

  • Assigned room & if you hover over it, you will see the PIN.

By clicking on the 3-dot icon on the top left of the card by hovering on the card, you will access these options:

  • Resend the PIN email in case there was some delay in receiving it or you want to send that reservation's PIN to a different email. The reservation has to have a PIN generated.

  • Regenerate PIN manually in the case the PIN does not work or it wasn't generated by Goki automatically.

  • Regenerate SmartKey for the guest to be able to open the door via Goki App in case there is a problem with the lock and doesn't show up or it wasn't generated automatically.

  • Freeze SmartKey for the guests to limit their access to the room by using the Goki App.

  • Check-in info to see check-in information in case guests use the Check-in App or touchless check-in. All info about guests will be listed there which you have already customized for the self-check-in process. More information.

Note: For all of these previous actions except the Check-in info, the door assigned to the reservation has to have a Goki lock.

Conversations (Communicate with the Guests)

In this section of the guest profile, you can communicate with your guests by sending messages, receiving messages, and updates on stay extensions and guest sentiment.

For the stay extensions, you have to take into consideration this information:

  • Goki sends notifications to the guest in Goki App so they are able to request an extension of the stay which will be sent via chat in the conversation box of guest' profiles. Once the request is sent you will be able to change their reservation dates and let them know about it.

  • Extended stay quote is visible for staff on the guest profile, and message section. Staff with chat permission can edit the price manually & send it to the guests.

  • The Extend Stay quote is not visible for the guests by default, it will be shown for guests only after staffs send it to them.

2. Non-registered Users

If the guests don't sign up in Goki App you won't be able to open their profiles.

Note: You can only search & see their reservation card while searching them via email, name, reservation number, or just by filtering.

Regenerate the PIN manually & Pull the reservation from PMS (Cloudbeds, MEWS) by clicking the button next to the confirmation number is available via search card.

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