How do I validate a check in?

Validating a check-in in ViCo is super easy! Remember that in order to validate a check-in, your guest needs to complete it first. Here’s a guide to help you through the process:

1. Access the Reservation: Once the reservation is entered into your Property Management System (PMS), it will appear in ViCo. You can access the reservation either via the quick access on the dashboard or through the Check-in module.
2. Review Guest Information: After the guest completes the pre-check-in process, you need to review the information they’ve provided. This step is essential to ensure that all the details are correct and complete. For example, you might need to verify the clarity of a passport picture or the accuracy of personal details.
3. Change the Status:
   • If everything is in order, change the reservation status to “Accepted.” This indicates that the pre-check-in process is complete and everything is set for the guest’s arrival.
   • If additional information or corrections are needed, change the status to “Action Required.” This will notify the guest that further action is needed on their part. You can use message templates to communicate specific requirements to the guest.
   • Use Templates for Communication: ViCo offers message templates that you can use to standardize communications and save time. These templates can be personalized with dynamic content such as the guest’s name, check-in date, etc. They are editable before sending to the guest.
4. Wait for Guest Response: If the status was changed to “Action Required,” wait for the guest to provide the necessary information or corrections. Once the guest responds, the status will change back to “To Validate,” indicating that there’s new information to review.
5. Finalize the Validation: After the guest addresses the issues and you’ve reviewed the new information, you can then mark the check-in as “Accepted” or request further changes if needed and repet this process.

Remember, this process is crucial to ensure a smooth check-in experience for your guests. If you encounter any difficulties or have further questions, feel free to reach out to ViCo support at support@vicomanager.com.

For a more detailed understanding and visual guide, you may also watch this video: Guest Journey Pre check Actions.

How to process a request?

To process a request in ViCo, follow these steps:

1. Access the Requests List: This is your central hub for all guest interactions post-check-in. You can access it from your ViCo dashboard or the request module.

Quick tip! Customize Your View: Use the filter row at the top to find specific requests, whether you’re looking for a particular type, status, or date.

2. Review the Request: Click on the ‘Manage requests’ icon (the arrow) on the right side of the screenof the request you want to manage. This will take you to the Request Info screen.
3. Understand the Request Details: On the Request Info screen, you’ll see a detailed summary including the guest’s name, items requested, and the total cost. Important details like request timestamp, room number, and stay details are also provided for quick reference.
4. Track the Progress: The History panel on the right side of the Request Info screen shows the progression of the service, including staff interactions and real-time updates to your guests.
5. Update the Request Status: To change the status of a request, simply tap the ‘Status’ button and select the new status. This could be to acknowledge the request, mark it as in progress, or complete.
6. Communicate with the Guest: Use the dynamic template messages for quick and convenient responses to your guests. These templates are fully editable, allowing you to add a personal touch to each message.
7. Finalize the Request: Once the request has been fulfilled, make sure to update its status accordingly. This ensures that both the guest and your team are informed about the completion of the request.

For a more detailed understanding of how to process a request, you may also find it helpful to watch this instructional video: Processing a Request on ViCo. This video will guide you through the process visually, which can be beneficial for getting a more comprehensive understanding of the steps involved.

How do I create a message template?

Creating a message template in the ViCo platform is a straightforward process that enhances your communication efficiency with guests. Here are the steps to create a message template:

1. Access the Templates: Navigate to the ‘Message Templates’ section in your ViCo system settings. This section is dedicated to crafting messages that resonate with your guests.
2. Craft Your Multilingual Template: Click on the ‘Create New Template’ button on the top right corner to start creating your new template. You’ll have the option to switch languages by clicking on the flag icon and selecting the desired language from the dropdown menu. This ensures that your message is accessible to guests from different linguistic backgrounds.
3. Define the Template Name: In the ‘Name’ field, enter a title for your template. This title is for your reference and won’t be visible to guests.
4. Personalize Your Message: Write your message in the designated text box. Ensure it aligns with your brand’s tone – We suggest a warm, welcoming, and helpful tone.
5. Insert Dynamic Content: Use the Dynamic Content options to personalize each message. Click on placeholders like ‘Name’, ‘Entry Date’, ‘Smartlock PIN’, etc., and incorporate them into your message. These placeholders will automatically be filled with the relevant guest information when the template is used.
6. Activate or Hide Templates: Use the “Active” toggle to decide if a template should be visible. This feature is useful for hiding templates that you only need at specific times, like seasonal messages. When the toggle is on, the template is visible; turn it off to hide it until needed.
7. Categorize Your Template: Utilize the ‘Section’ dropdown menu to categorize your message template, for instance, as ‘Check-In’, ‘Request’, and so forth. Selecting the appropriate category is crucial, as it defines where the template will be available for you to use. This way you e
8. Save Your Template: Once satisfied with your message, click ‘Save’. Your template is now ready to use and can be sent to guests with personalized touches without needing to type out each message individually.
9. Deploying Templates: When responding to a guest inquiry, select the appropriate template from your library, review it, and if necessary, make edits before sending. The system will automatically fill in the dynamic fields with the guest’s specific information.
10. Update As Needed: Remember to keep your messages fresh and relevant. You can return to this section anytime to update existing templates or create new ones as your services evolve.

These steps will help you efficiently manage communication with guests, ensuring a personalized and consistent experience for every interaction. If you need further assistance or encounter any issues, please feel free to reach out to our support team at support@vicomanager.com.

How to I update Room pictures or information?

To update room pictures or information in the ViCo platform, you can follow these steps:

1. Access Settings: Go to the ‘Settings’ section of the ViCo platform.
2. Navigate to Content: Within the Settings menu, find and select the ‘Content’ option.
3. Select “Room info”: Within the Content section, look for ‘Room info’.
4. Edit Room Information: Each room type listed should have an “Edit” button on its right side. Click on it and you will be able to edit its details, including pictures and other relevant information about the room.
5. Upload New Pictures: If you want to update the room’s pictures, go to the “Images” tab and upload new pictures and/or delete old ones. Make sure the pictures are of good quality and accurately represent the room.
6. Update Information: Modify any other information as necessary, such as room features, descriptions, or amenities in the “General” or “Equipment” tab respectively.
7. Save Changes: After making the necessary changes, don’t forget to save them. This ensures that the updated information is reflected on the platform.

Remember, keeping your room information and pictures up-to-date is essential for providing accurate and attractive information for your guests. If you encounter any difficulties or the option is not available, please contact support at support@vicomanager.com for further assistance.

How do I change the order of the Menus in my PWA?

To change the order of the menus in your Progressive Web App (PWA), you should:

1. Access System Settings: First, log in to your ViCo platform and navigate to the PWA section under the ‘System Settings’.
2. Choose the Correct Section:
   • If you want to modify the order of items on the “Home” screen menu, select the ‘Home’ section within the PWA group.
   • If your goal is to rearrange the “Requests” screen menu, navigate to the ‘Services’ section.
3. Rearrange Menu Items:
   • In the chosen section, you will find the menu items listed. You can simply drag these items to rearrange them in your desired order.
   • This drag-and-drop functionality allows you to customize the layout and prioritize the menu items according to your preferences or operational needs.
4. Save Changes: After rearranging the items, ensure to save your changes so that the new order is updated and reflected in your PWA.

Thats it! You are done!

How do I add questions to the FAQ section?

To add questions to the FAQ section in your ViCo’s Progressive Web App (PWA), please follow these steps:

1. Go to System Settings: Navigate to the ‘System Settings’ in your ViCo platform.
2. Access FAQs Section: Scroll down to find the ‘FAQs’ option under the ‘Content’ menu.
3. Add New FAQ:
   • Click on the ‘Add’ button to create a new FAQ.
   • Fill in the ‘Question’ field with the FAQ you want to add.
   • Provide the ‘Answer’ to your question in the space provided.
   • If needed, set the ‘Order’ in which you want the FAQ to appear in the list.
4. Select Language: Make sure to select the appropriate language flag for which you are adding the FAQ.
5. Save Your FAQ: Once you have entered the question and answer, click the ‘Save’ button to add it to your FAQ section.

Your new FAQ will now appear in the designated section of your PWA, accessible to guests seeking information. Repeat the process to add more questions as needed.

How to create or modify room supplies items?

To add room supplies items to your ViCo platform, follow these steps:

1. Navigate to System Settings: On the ViCo platform, go to the ‘System Settings’.
2. Access Room Supplies: In the ‘Content’ section, click on ‘Room Supplies’. This will take you to the management area for different supplies for your rooms.
3. Add New Item: Click on the ‘Add’ button, which should located at the top right corner of the Room Supplies list.
4. Enter Item Details:
   • Fill in the ‘Name’ of the new room supply item.
   • Provide a ‘Description’ for the item, which can include details such as what it contains, its features, etc. (not mandatory)
   • Set the ‘Price’ and select the applicable ‘VAT’ rate.
   • Choose the ‘Account’ from the dropdown menu, if this is required for your internal accounting or inventory system.
   • Decide the ‘Order’ in which the item should appear in the list.
5. Display Toggle: Decide whether this item should be shown or hidden from the view by using the ‘Show’ toggle switch.
6. Save the Item: After entering all the details, click ‘Save’ to add the item to your room supplies list.

Your new room supply item will now be listed and available for room service or housekeeping operations.

How do I edit a bookable item?

To edit a bookable item in ViCo you need to follow these steps:

1. Go to system settings: Navigate to the ‘System Settings’ in your ViCo platform.
2. Access the bookable items section: It is located under the CONTENT group of settings.
3. Locate the item you want to modify: Navigate through the list until you find the desired item.
4. Edit: Click on the “Item Edit” (pencil) on the right side of the row and edit whatever information or setting you would like to modify.
5. Save: Don´t forget to click save to apply changes!

Remember, these changes will reflect in the way the item is presented and can be booked by your guests, so make sure to review your edits for accuracy. If you encounter any difficulties or need further assistance, don’t hesitate to reach out to the ViCo support team at support@vicomanager.com.

Where can I see all the stay information of a guest?

To view all the stay information of a guest in ViCo, you should access the “Stay Info” screen. This comprehensive dashboard provides detailed information about a guest’s stay. Here’s how to access and use it:

1. Find the Guest: Use the search functionality or filters in the Guest section to locate the specific guest you’re interested in. You can search by name, surname, or ID.
2. Access Stay Info: Once you’ve found the guest, use the action buttons on the right side of their details. Click on the “Stay info” button (middle one) to open the Stay Info screen for that guest.
3. Explore Stay Info Screen: In the Stay Info screen, you’ll find a wealth of information organized for easy reference:
   • Room Essentials: At the top, you’ll see the assigned room number and type, along with icons for managing privacy and housekeeping preferences.
   • SmartLock Access: View the current PIN for room access and options for managing it. (If applicable)
   • Notes and Communication: Use this section to note key details or preferences for the guest. Beside this, there’s access to the Direct Messages tool.
   • Guest Information: This displays the current occupants of the room with identification details.
   • Activity Log: Records all service requests and statuses.
   • Reviews: Shows guest feedback.
   • Messages: Stores all communication with the guest.
   • Devices: Lists the number of connected devices for the guest.
4. Booking Details and Financial Overview: On the right side, you’ll find the booking details including origin, ID code, check-in and check-out schedule, and duration. The Balance section shows the guest’s financial status.

Remember, the Stay Info screen is a powerful tool in ViCo that gives you a full snapshot of a guest’s stay, enabling you to manage their experience efficiently. If you need further assistance or more detailed instructions, please feel free to ask!

How do I change the platform language?

To change the language of the ViCo platform is easy!

1. Click your profile picture on the bottom of the sidebar to access your user profile.
2. Click on the “My profile” button.
3. In “Personal Information” section look for the “Language” dropdown menu.
4. Select the language you prefer from the available options.
5. Be sure to save your changes!

How do i change the password?

To change your password in the ViCo platform, follow these steps:

1. Click your profile picture on the bottom of the sidebar to access your user profile.
2. Click on the “My profile” button.
3. Locate the ‘Password Change’ just below your profile picture.
4. Enter your current password in the ‘Current Password’ field.
5. Type your new desired password in the ‘New Password’ field.
6. Repeat the new password in the ‘Repeat new password’ field for confirmation.
7. Once you have entered your current and new passwords, click the ‘Save changes’ button to update your password.

How do i change the status of a room from dirty to clean?

To change the status of a room from dirty to clean in the ViCo platform, please follow these improved steps:

1. Log In: Start by logging into your ViCo Back Office account.

2. Access Rooms Module: On the sidebar menu, locate and select the ‘Rooms’ module. This is where you manage the status of all rooms.

3. Locate the Room: Find the specific room you wish to update. If you’re handling multiple rooms, use the operational filters at the top to sort by status or room type for quicker navigation.

4. Update Housekeeping Status: In the row corresponding to your chosen room, find the ‘Housekeeping’ column. This shows the current cleaning status of the room.

5. Change Status: Click on the current status indicator, which will be labeled as ‘Dirty’. A dropdown menu will appear with different status options:

   a. Set to Clean: Choose this option if the room has been cleaned and is ready for guests. This will immediately update the room’s status to ‘Clean’.

   b. Initiate Cleaning: Select this when housekeeping begins cleaning. It updates the status to ‘Cleaning’, informing everyone, including the guests, that the room is being attended to. Once the cleaning is completed, you can then select ‘Cleaning Finished’, which will automatically change the status to ‘Clean’.

Guest Notifications: Each status update will be automatically communicated to your guests, keeping them informed about the room’s readiness.

Property Management System: Keep in mind that this actions will be reflected in your PMS inmediatly!

If you encounter any issues or have questions, don’t hesitate to reach out to our support team at support@vicomanager.com for further assistance.

How do i change the status of a room from dirty to clean?

To change the status of a room from dirty to clean in the ViCo platform, please follow these improved steps:

1. Log In: Start by logging into your ViCo Back Office account.

2. Access Rooms Module: On the sidebar menu, locate and select the ‘Rooms’ module. This is where you manage the status of all rooms.

3. Locate the Room: Find the specific room you wish to update. If you’re handling multiple rooms, use the operational filters at the top to sort by status or room type for quicker navigation.

4. Update Housekeeping Status: In the row corresponding to your chosen room, find the ‘Housekeeping’ column. This shows the current cleaning status of the room.

5. Change Status: Click on the current status indicator, which will be labeled as ‘Dirty’. A dropdown menu will appear with different status options:

   a. Set to Clean: Choose this option if the room has been cleaned and is ready for guests. This will immediately update the room’s status to ‘Clean’.

   b. Initiate Cleaning: Select this when housekeeping begins cleaning. It updates the status to ‘Cleaning’, informing everyone, including the guests, that the room is being attended to. Once the cleaning is completed, you can then select ‘Cleaning Finished’, which will automatically change the status to ‘Clean’.

Guest Notifications: Each status update will be automatically communicated to your guests, keeping them informed about the room’s readiness.

Property Management System: Keep in mind that this actions will be reflected in your PMS inmediatly!

If you encounter any issues or have questions, don’t hesitate to reach out to our support team at support@vicomanager.com for further assistance.

What should I dow when a guest extends their stay?

When a guest decides to extend their stay without changing rooms, but under a new reservation, please follow these steps:

IMPORTANT: This process needs to be performed the day before or the on the check in date of the new reservation.

1. Retrieve the Existing Guest PIN Code:
   • Navigate to the Check-In Module.
   • Locate the guest’s PIN code in the Smartlock Section. If the guest has already checked-out, you can find the PIN Code by scrolling to the Messages section. Open the Access Information email previously sent to the guest to retrieve the PIN.
   • Write it down.
2. Delete the PIN code from Nuki.

Since Nuki doesn´t allow the same code twice we first need to manually delete it.

• Copy the reservation ID CODE from the ViCo stay info section.
• Go to Nukiweb and paste the reservation ID CODE under Users —> Entry Codes.

Delete ALL of them using the delete button shown in the picture.

3. Create s CUSTOM PIN in the new reservation.

• Go to the new reservation details. Click on the three dots menu for more options and select “CUSTOM PIN”.

• In the provided field, paste the guest’s existing PIN code and confirm by clicking “Accept”.
• In the provided field, enter the guest’s PIN code and confirm by clicking “Accept”.
• Confirm PIN Code Update: A pop-up message will appear for confirmation. Click “Yes” to finalize the update.

By following these steps, the guest’s PIN will be updated across all necessary locks for their extended stay. The Start date of this custom pin will be one day before to the check-in date. An email will automatically be dispatched to the guest with the updated access information, ensuring they continue to enjoy their stay with no interruptions.

What should I do when the assigned room for a reservation is changed after the PIN code has been created?

In this scenario, the best thing to do is to tell the guest to ignore the Access information already sent and use the latest email received.

1. Go to the “Check-in info” section of the Guest whose room was changed.

2. Copy the reservation ID CODE and go to NUKIWEB.

3. Use the reservation ID CODE to find the PIN CODES and delete all of them.

4. Back on the Check-in info section of the ViCo platform, Click on the “New Pin” button.

5. Click “Yes” On the pop-up warning message.

That´s it! The Pin would be created in all necessary locks and an email would be sent to the guest with the new information. Make sure to contact the guest and tell him to disregard the previous Access information!