Staff Assisted Check-in

Use cases

• Hand a tablet across the front desk so the guest can fill in their own details, sign, and scan their ID, instead of dictating everything to an agent.
• Run a full registration in one go, rather than sending the guest one page at a time.
• Collect a signature on the registration card without printing anything.
• Scan a passport or ID with the device camera and let OCR fill in the basic details.
• Take a stay payment at the desk on the guest's own screen.
• Keep one set of pages for the whole account, and a different set for a specific brand.

Before you start

• Confirm the Staff-Assisted Check-In feature is active on your plan.
• Have the guest-facing device ready. A tablet with a browser is enough.
• If your account uses brands, decide whether the settings are defined for the whole account or per brand. Devices are connected per brand, so on an account that has brands, you configure devices from the brand-level settings.
• Set up anything a page depends on before you can switch it on. Passport/ID Scan needs required documents and passport scan enabled for the property, and Pay for Stay needs Collect Payment for Stay enabled. Custom Questions appears only if the property has active custom questions.

How to set it up

Open the settings screen

1. Go to Settings.
2. If you use brands, select the brand you want to configure.
3. Open the On-Site Experience tab.
4. Select Staff-Assisted Check-In.

Override settings for a brand

• On a brand page, the first control is the Override options toggle.
• While it is off, the brand follows the account settings and the rest of the screen is hidden.
• Turn it on to start editing. The brand starts from a copy of the account's current pages and OCR settings, so nothing changes until you edit it.
• Turn it off again to drop the brand's own values and go back to the account settings.

Connect a device

• If no devices are connected yet, the card shows a Set up button that takes you to the device management screen.
• Once at least one device exists, the card shows the direct link instead, with a copy control.

• On the device management screen, select Add Device to generate a 4-digit code, open the device access link on the tablet, and enter the code there.

• Give the device a name. Each name must be unique, so use something you will recognize at the desk, for example, "Lobby Tablet A".

Review connected devices

• Connected devices are counted as "1 device connected." or "{number} devices connected."
• Devices in any other active state are counted as unavailable, shown in orange as "1 device unavailable." or "{number} devices unavailable." This covers devices that are disconnected, still loading, or created but not yet connected.
• With nothing connected, the card reads "No devices connected."
• Deleted devices are ignored in both counts.
• Select Manage devices to open the full device list, where you can rename, remove, or resync a device.

Choose the Digital Registration pages

• Update personal details - refers to the Basic Details page
• Answer custom questions - refers to the Custom Questions page, shown only when the property has active custom questions
• Scan guest passport - refers to the Passport/ID Scan page
• Pay for Stay
• Sign registration card - refers to the E-Signature page

• If you have never saved a selection, the defaults are Basic Details, Custom Questions when the property has them, and E-Signature.
• Passport/ID Scan and Pay for Stay are visible but disabled when the property is not set up for them. On a brand that overrides those settings, the brand's own values decide.
• The order on screen is the order the guest sees. Duve always saves the pages in the standard order, whatever order you switch them on in.
• Switching every page off is a valid choice. Duve keeps the empty selection and does not quietly restore the defaults.

Turn on OCR for basic details

• The OCR card holds a single toggle: Enable OCR for basic details with Staff-Assisted Check-in.
• This is a separate setting from the OCR used in the guest's own online check-in. Turning one on, does not turn the other on.
• The toggle is shown even when the Staff-Assisted Check-In feature is not on your plan, and even if you have no devices.
• On a brand, this toggle follows the Override options toggle like the rest of the screen.

How to use it

1. Open a reservation from Reservations, Task Manager, or the Communication Hub.
2. Select Send to device. The pop-up is titled Reservation, followed by the guest's name, and has three rows.

   1. From the Tasks page:

      

   2. From the reservation's page:

      

3. In the For row, choose Entire Room or Specific Guest.

   

4. Choosing Specific Guest adds a Guests picker below it, where you select one or more guests.

   

5. In the Send row, choose what to send. Options are grouped under Single screens (Basic details, Custom questions, Required documents, E-signature, Payment for stay, Security deposit, Guest folio signature) and Check-in Flows, where Digital Registration appears with the number of screens it will send.

   

6. In the To Device row, choose the device. A disconnected device is listed as unavailable and cannot be selected.

   

7. Select Send. The button stays disabled until a page and a device are chosen, and, for a Specific Guest share, at least one guest.
8. Follow the session on the broadcast toolbar while the guest works through the pages.
9. Select Stop sharing when the guest is finished. This resets the device for the next guest.

Companion support for Staff-Assisted Check-In

Send to one guest or to several

• Set For to Specific Guest and pick the guests in the Guests picker. The main guest is listed first, then the rest in order.
• A guest with no name yet is listed by a numbered label based on their guest type, for example "Adult 2", "Child 1", or "Baby 3".
• You can select more than one guest in a single share.
• Sending to the main guest behaves exactly like an Entire Room share.

What a specific guest can receive

• Basic details
• Required documents
• E-signature
• Digital Registration

How a multi-guest share runs

• Duve processes one guest at a time. The device shows the first selected guest's screens, and only when that guest finishes their last screen does the device move on to the next guest.
• Each device can run one share at a time. If a device is already in the middle of a share, start the new one after that share finishes or is stopped.
• Progress is saved per guest and per screen, so a screen is recorded as pending, completed, or skipped for that specific guest.
• Stopping the share cancels whatever is left in the queue.
• If the device loses its connection mid-share, the next screen is queued and delivered when the device comes back, instead of failing the share.
• This flow does not drive reservation status changes. They stay controlled by your configured Schedule Messages action.

What changes on a one-guest share

• Custom Questions is skipped when there is nothing to ask that guest.
• Basic Details, the Personal Details quick action, and Custom Questions validate only that guest, never the booker or the other guests.
• Answers matched from your PMS are filled in only for that guest.
• The room's guest count cannot be edited during a one-guest share.
• A guest who has been deleted or removed from the reservation is never treated as the shared guest.

Follow registration progress in the Arrivals - Tasks page

• A green check on an avatar means that guest finished their registration.
• Hover an avatar to see that guest's name, or their numbered label, with a flag next to the main guest.
• The tooltip lists the registration steps for that guest, including Pay for stay, and marks the ones they completed, so you can see at a glance who still owes a signature, a document, or a payment.

Host experience and guest experience

Troubleshooting

• If the tablet will not connect on an iPad, turn off Block Pop-ups in the Safari settings and try again.
• If the connection code expires or the connection fails, follow the prompt on screen and generate a new code.
• If a device drops out during a session, an error appears on the broadcast bar for about 5 seconds. Resync the device afterwards, which issues a new code and keeps the device's name and settings. Front desk staff can do this without admin permissions.
• If Digital Registration is missing from Send to device, none of its saved pages can run for that reservation. Check the pages you selected and the property settings those pages depend on.
• If the settings screen is not in the menu, check that your user has Manager permissions.
• If the option you want is greyed out in the Send menu, check whether For is set to Specific Guest. Most single screens can only be sent to the entire room.
• If the Guests picker is empty, the reservation has no guest profiles yet. Add the guests on the reservation first.

Restrictions and limitations

• Only Manager-level users can open Staff-Assisted Check-In settings.
• Sending content to a device works in desktop mode only.
• Devices are connected per brand. On an account where brands were created after the devices, the account-level device card is disabled, and you work from the brand pages.
• Passport/ID Scan and Pay for Stay cannot be switched on unless the property is configured for them.
• Custom Questions is not offered at all when the property has no active custom questions.
• In Digital Registration, Passport/ID Scan captures with the device camera only. Uploading a file is not offered there.
• Device names must be unique.
• A specific guest can only receive Basic details, Required documents, E-signature, and Digital Registration. The other screens are entire-room only.
• A device can run only one share at a time, so a multi-guest queue has to finish or be stopped before you start another share on that device.
• The room's guest count cannot be edited while a one-guest share is running.

Tips and tricks

• Name devices after where they stand, so the right one is obvious in the Send to device list.
• Keep the page list short. Every page you add is one more thing the guest does while standing at the desk.
• Use the brand override only where a brand genuinely differs. Anything you leave to the account settings stays consistent on its own.
• If a guest walks away mid-session, use Stop sharing to clear the device rather than waiting for a timeout.
• Check the Connected devices card before a busy arrival window. An unavailable count above zero is your early warning.
• For a family or a group, select every guest in one Specific Guest share and hand over the device once. Duve queues them and moves the device from one guest to the next.
• Use the Guest Registration column in Arrivals as your checklist at the desk. The avatars without a green check are the guests still to be processed.
• Give companions names on the reservation where you can. A list of "Adult 2" and "Adult 3" is harder to work with at a busy desk.

FAQs

Related article:

OCR - Scan ID - Document Validation and Auto-Populate in Online Check-In