We’re excited to help you get the most out of Duve, a powerful platform designed to enhance your daily work experience. This guide is your go-to resource for learning how to effectively use Duve in your day-to-day activities. Whether you’re just getting started or looking to refine your skills, we’ve gathered the best practices, tips, and strategies to ensure you can navigate the platform with confidence and ease.
In this guide, you’ll find step-by-step instructions, helpful insights, and expert advice to help you maximize Duve’s potential. From basic features to advanced tools, we’re here to support you every step of the way. Our goal is to empower you with the knowledge you need to make the most of Duve, helping you streamline your tasks and improve your workflow.
Let’s embark on this journey together and unlock all the possibilities Duve has to offer!
New to Duve? learn about Duve more here
Duve is a cutting-edge platform designed to revolutionize the guest experience in the hospitality industry. By providing seamless communication tools and personalized services, Duve empowers hotels and short-term rental hosts to engage with their guests in a more meaningful way. The platform offers features such as automated check-ins, personalized guest apps with upsell offerings, and real-time messaging, all of which enhance guest satisfaction and streamline operations for property managers. Duve's innovative solutions help businesses stay competitive in a fast-evolving market by prioritizing guest comfort and convenience
In the following manual, we will review:
- Optimal Guest Journey from Guest Perspective
- Frontdesk Daily Use Management of Duve
- Frequently asked questions & best practices post Duve Launch
Duve’s Guest Journey
With Duve, guests can communicate before, during, and after their stay through several channels - Email, Chat (Airbnb/Booking.com included), WhatsApp & SMS
Scheduled messages are set up under settings or under communication>scheduled messages.
Take a glance at an optimal journey:
Frontdesk Management
User Management:
This quick guide will help you manage user accounts on our platform, ensuring each team member has the right level of access to perform their tasks effectively and securely.
User Roles:
Manager: Full control, including user creation and management.
Team Member: Full control and customizable permissions for tasks like managing reservations or guest communications without adding new users
Service Provider: Limited to viewing and completing assigned tasks.
Adding Users:
- Go to Settings > General > Users.
- Click Add new.
- Enter user details and assign a role (Manager, Team Member, Service Provider).
- Customize permissions if applicable for each role.
Editing Users:
- In Users, select the user to edit.
- Update their details, role, or permissions.
- Save changes.
Best Practices:
- Regularly review and update user permissions.
- Deactivate users who no longer need access to maintain security.
Dashboard:
What we will cover in this guide:
Overview of Daily Operations:
- See arrivals, departures, cleaning schedules, and task completion at a glance.
Check-in and Guest Feedback:
- Track check-in progress and guest satisfaction from checkout feedback.
- Spot any missing guest or room data quickly.
Real-time Messaging:
- View and track sent messages, including scheduled emails, in real-time.
Quick Access to Important Tools:
- Access notifications, guest logs (check-ins, upsells), and messaging easily.
| Dashboard - Click here to see the full guided video |
Tasks Page:
What we will cover in this guide:
Manage Daily Operations:
- Handle arrivals, departures, cleaning, and custom tasks all in one place.
- How to select a day to view tasks and customize the display with columns like room numbers or reservation details.
Arrivals Section:
- Track guest check-ins and ensure mandatory steps are completed.
- Monitor payments and security deposits.
- Quickly start guest chats or resend check-in emails.
Departures Section:
- Track check-outs and view guest feedback.
- Monitor satisfaction scores.
- Cleaning tasks auto-generate upon guest departures and can be assigned to team members.
Create and Manage General Tasks:
- Create custom tasks as needed and assign them to staff.
- All tasks (arrivals, departures, cleaning, and custom) are displayed together for easy management.
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Tasks page-Click here to see the full guided video |
Reservations Page:
What we will cover in this guide:
- Managing past, present, and future reservations
- Syncing booking information from PMS or iCal
- Viewing and modifying reservation details (guest info, booking sources, room assignments)
- Handling payments, custom services, and security deposits
- Tracking guest satisfaction (feedback, ratings, reviews)
- Accessing action logs for reservations
- Exporting reservation data for analysis
- Using automated communication tools to stay connected with guests
| Reservations- Click here to see the full guided video |
Orders Management:
What we will cover in this guide:
- Managing guest upsell orders efficiently
- Viewing, approving, or rejecting orders
- Accessing detailed order information (guest name, contact details, pre-check-in data)
- Verifying payment statuses for orders
- Reviewing custom guest responses and reservation details
- Maintaining a comprehensive log of actions for transparency
- Handling all aspects of guest orders, from requests to confirmations
Offering personalized services while keeping the workflow organized
| Orders management-Click here to see the full guided video |
Communication Hub:
What we will cover in this guide:
- Managing guest communication across multiple channels (WhatsApp, SMS, email, in-app chat)
- Handling guest inquiries in the open inbox (assigning priorities, snoozing, or closing)
- Assigning inquiries to team members and adding internal notes for context
- Viewing reservation details and guest documents directly from the Communication Hub
- Using quick actions to assist guests with tasks (e.g., sending payment or document submission links)
- Sending personalized responses with dynamic parameters (upsell offers, reservation data)
- Creating and using canned responses for common queries
- Sending bulk messages to targeted guest segments based on filters
- Utilizing automatic translation for seamless communication in multiple languages
- Streamlining guest interactions to improve operational efficiency and satisfaction
| Communication Hub-Click here to see the full guided video |
How your day-to-day will look like:
- I have a one-way connection with Duve through my PMS/CM
- Leverage Duve’s Tasks Page to ensure arrivals/departures are done, and stay on top of your check-ins
- Manage orders (Approve/Deny/Refund/Cancel)
- Guest Communication
- I have a 2-way connection with Duve through my PMS/CM
- Please find your relevant PMS/CM in this list to view the full integration specs & screenshots to learn how Duve pushes the check-in information for optimal flow in your PMS
- Manage Orders (Approve/Deny/Refund/Cancel)
- Guest Communication
System Launch FAQ’s
Q: I just enabled my messaging, when will my guests get them?
A: Messages that are scheduled to be sent “at reservation created” such as booking confirmation will be sent to new reservations from this point.
Messages that are scheduled to be sent x amount of time before/after check-in or check-out will be sent to your existing reservations at that specific time
Q: Some of my guests already supplied the check-in requirement through my previous system, how can I ensure they will not need to upload them?
A: If you are releasing your guest access codes through Duve and you need the online check-in to be completed in Duve for those guests, we recommend ensuring the guest will complete the process again so codes can be released automatically, remember this is only an interim period due to a system switchover - see below how you can let your guests know of a system switchover
Q: I am switching providers to Duve, how do I ensure smooth sailing?
A: Step 1: When launching with Duve, turn off all duplicated messaging elsewhere
Step 2: you can send a broadcast message for your upcoming arrivals alerting a system switchover for transparency, for example:
“Hi {{guestFirstName}}, we look forward to your arrival.
Due to a system switchover, you might receive duplication of messaging regarding completing your online check-in and we regret any inconvenience.
We humbly request you will finalize the following process to ensure a smooth arrival: {{preCheckInLink}}
See you soon!
{{companyName}}”
Additional Resources
FAQs:
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