Complete Your Front Desk Service SOP

Quick Setup

Five sections, nineteen questions. Your answers are what the Vouch front desk team follows at your property, so accuracy matters more than speed.

The SOP records how your property handles front-desk questions. During staff-assist conversations, Vouch agents can use these answers to guide your team.

Where to Find It

Go to: Main Menu → Front Desk Service → SOP

Your role needs Front Desk Service permission. If the menu item is missing, ask an administrator to grant it. The same permission controls the SOP workspace, document uploads, Auto-fill, and saved answers.

Why It Matters

Each time you save, AVA publishes your answers to the knowledge base the Vouch agents work from. Nothing else feeds them your procedures — an unanswered question is a procedure they do not have.

Saving never waits on publication

Your answers are stored the moment they save. Publishing to the agents' knowledge base happens straight afterwards in the background, so a slow publish can never cost you your work.

Your workspace persists

AVA stores saved answers, uploaded SOP documents, and Auto-fill progress in your property's workspace. Leave the page and return later without starting over.

Know Which Content Agents Use

Conversation	Content used	What you should do
Staff assistance	Saved SOP answers and active Chatbot → Documents files	Keep both sources current
Document-only realtime answers	Active Chatbot → Documents files	Add guest-facing reference PDFs there

Staff-assist guidance keeps source labels visible when several related facts appear. Use those labels to spot conflicting guidance before following a recommendation.

Read Source Labels in Staff Assistance

Related facts in staff-assist guidance show the knowledge source beside each fact.

Label	Meaning	Where you verify it
SOP	Saved property procedures, including Auto-fill results you approved	Front Desk Service → SOP
Documents	Active reference files used by the property knowledge base	Chatbot → Documents

AVA can show up to four related facts for one staff question. Long facts may be shortened for quick review. Open the matching source page when you need the complete procedure.

If sources disagree, compare both entries with your current hotel procedure. Update the outdated SOP answer or document before relying on future guidance.

Ask About the Guest's Situation

Describe the guest's situation in everyday language when you request staff assistance. For example, say "The guest doesn't have a passport" when you need the missing-document procedure. If your SOP includes that situation, AVA can match common wording variations and return the relevant SOP guidance. Review the source label and follow your property's saved procedure.

The Five Sections

Section	What it covers
Hotel Profile	Property, contact, contract, and coverage details
System Access and Required Actions	Which systems Vouch can access, and the setup steps you owe
Property Basics and Service Model	Communication channels, operating hours, information sources
Guest-Facing Scenarios	How agents resolve reservations, rooms, payment, keys, and guest services
Back-Office Tasks	Arrival prep, revenue tasks, and administration

Larger sections are split into groups you work through one at a time.

Use the Field Examples

Empty free-text fields show examples matched to the question or table row. Use them as prompts; AVA does not save example text as your answer.

Where you are	What the examples help you enter
Hotel Profile	Hotel names, contact details, and operating limits
System Access	PMS, room-access, payment, and other system names
Required Actions	Escalation channels and inquiry-handling processes
Property Basics	Operating hours and service details
Guest-Facing Scenarios	Resolution steps for each guest situation
Back-Office Tasks	Responsible roles and practical work guidelines

Row-specific examples take priority over general column examples. Rows added with Add another system still show a general example when available.

Fill In a Section

1. Go to Main Menu → Front Desk Service → SOP

2. Click Start setup, or Continue setup if you have been here before

3. Answer the questions in the group on screen

   Expect a mix of short text, longer explanations, yes/no, checklists, and tables you add rows to Empty text fields show an example that helps you write a property-specific answer

4. Click Continue to move to the next group, or Save & exit to stop for now

   ✓ The header shows Saved automatically once your work is stored

5. Repeat until every section reads Completed

Two kinds of saving

While you type, AVA saves in the background roughly every 25 seconds and accepts half-finished answers. Required questions are only enforced when you click Continue — so you can leave a group mid-thought and come back.

Fill It In From Existing PDFs

If you already have SOP documents, AVA can read multiple PDFs and propose answers for you to check.

1. On the overview, drag one or more PDFs onto Upload SOP document, or click Browse files

   Each file must be a PDF under 6 MB.

2. Wait for the document to reach Ready

   It moves through Uploaded → Queued → Preparing → Extracting → Ready

3. Click Auto-fill from documents

   While AVA sends the request, the button shows Starting auto-fill… and disables itself.

4. Watch the progress — the run reports Queued, Processing, and a percentage

   AVA imports each completed section as soon as its result is ready. The page checks immediately, then about once a minute while the tab is visible.

5. When you see New auto-fill results are available, save your open edits, then click Reload

   ✓ Proposed answers appear in the section forms without waiting for the full run

   If you are editing a section, AVA keeps your changes on screen and waits to refresh.

Auto-fill drafts, you approve

Every proposed answer still needs your eyes. The AI is reading a document, not running your hotel — check each one before you treat the section as done.

If a run ends in Failed, click Retry Auto-fill. Imported sections remain available while failed work retries. While AVA sends the retry request, the button shows Retrying auto-fill… and disables itself. This prevents duplicate auto-fill or retry requests. For Completed with warnings, review the imported answers and warnings before saving. Delete an uploaded or failed document with Delete — that removal cannot be undone.

Resolve a Difference

Where auto-fill proposes something different from an answer already there, the question shows a panel headed Different value extracted by AI with the proposed text.

• Accept AI — replace your answer with the extracted one
• Keep current — keep what is already saved and dismiss the proposal

These three labels stay in English

Different value extracted by AI, Accept AI, and Keep current are not translated, so they read in English whatever language you use AVA in.

Track Progress

The overview shows a Setup progress bar and marks each section Completed, In progress, or Not started. Inside a section, the header counts answered questions, and On this page jumps between groups. The footer records who saved last, so a team splitting the work can see where the others got to.

Troubleshooting

"Someone else updated this SOP"

What you see: Saving is refused, with a prompt to reload.

Why it happens: A colleague saved the same SOP while you had it open. AVA will not let one of you silently overwrite the other.

Fix:

1. Copy anything you typed that you cannot lose — your on-screen answers are kept, but reloading replaces them with the saved version
2. Click Reload
3. Re-apply your changes and save

Avoid the collision

Agree who owns which section before you start. Two people in the same section will keep colliding.

"We couldn't save your changes"

What you see: A save failure message.

Your answers are still on screen — nothing is lost. Click Retry. If it keeps failing, use Save & exit to force a save attempt, and copy long answers somewhere safe first.

"Please complete the required fields in this section"

What you see: Continue will not advance.

Fix: Look for the flagged questions in the current group. Use Save & exit instead if you want to leave without finishing them — background saves accept partial answers.

The PDF will not upload

Check:

• The file is a PDF — no Word documents, images, or scans in other formats
• It is under 6 MB — split a larger document and upload the parts separately
• The file is not empty or truncated

The document shows Failed

What you see: An uploaded document stays at Failed.

Fix: Delete the failed document, then upload a readable PDF under 6 MB. Check that the file opens normally before uploading it again.

Auto-fill finishes but nothing changes

What you see: Auto-fill reports progress, but your open form does not change.

Why it happens: AVA protects unsaved edits from automatic workspace refreshes.

Fix: Save your current edits, then click Reload when the notice appears. If answers remain empty, the document may not cover those questions.

Auto-fill stops after some sections

What you see: Some sections contain proposed answers, but the run shows Failed.

Fix: Review and save the imported sections first. Then click Retry Auto-fill. AVA keeps successful section imports while it retries failed work.

The auto-fill button is busy

What you see: The button shows Starting auto-fill… or Retrying auto-fill….

Fix: Wait for the request to finish. AVA disables the button while it prevents duplicate requests. If the label remains and no run status appears, contact support.

Staff-assist facts disagree

What you see: A result shows SOP and Documents facts with different instructions.

Fix:

1. Open Front Desk Service → SOP and Chatbot → Documents.
2. Decide which instruction matches your current hotel procedure.
3. Update the outdated SOP answer or document.
4. Ask for staff assistance again after AVA finishes updating the source.

A section will not turn Completed

Fix: Open it and look for a group you have not opened yet. A section is complete only when every group inside it is answered — the group list shows which one is short.

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Saving fails repeatedly across different sections
• ❌ Auto-fill fails on a document that opens normally elsewhere
• ❌ Answers you saved are missing when you come back

Helpful to include:

• The section and group you were in
• What you clicked, and the message you saw
• The document name, for an auto-fill problem

Related Guides

• Account Setup
• Setup Checklist