Kiosk Application

Home Page

The home page is defined as the first page that is set to appear in the common flow as seen in the "flowconf.xml" file. The Kiosk Client returns to this page whenever the Start Over button is clicked from one of the pages in the flow. The first page is typically set to the Select Options ("select-options") page. If Select Options is the home page, then it is recommended to set the General Data Protection Regulation page as the first page in the Check In flow and the Check Out flow. See the Customizing Kiosk User Flow section for more details on setting the home page.

Assistance button

The Assistance button is displayed in the Kiosk Client application's header between the NEC logo and the current date/time (see the image below).

The Assistance button is designed to allow a guest to call a hotel staff person to help in the CheckIn, CheckOut process, if needed.

The Assistance button is displayed on every page of the Kiosk Client application, on the same position and with the same layout.

When accessed (clicked on), the button will display, at first, a dialog requesting the guest to confirm that the click on the Assistance button was intentional. If the guest confirms the assistance request by pressing the Ok button, a second dialog will be displayed, informing the guest that the assistance request was registered and a help from the hotel staff personnel is on its way.

Languages

The Kiosk Client contains language selection buttons that allows an individual guest to select a language of their choice for their Kiosk experience. The language buttons appear on every page. Selecting a language button will change all text seen in the Kiosk as well as sets the date and time to the language's default format.

The Kiosk Client changes the font when the language is changed.

Fonts (font-families) are defined and can be changed in the style sheet file (.css) for a custom theme per language. The default fonts set for each language is seen in the table below:

Languages	Font (font-family)	Style Name
English	Verdana	.kiosk-main[data-language="en-US"]
Malay	Verdana	.kiosk-main[data-language="ms-MY"]
Chinese (Simplified Characters)	Microsoft YaHei UI	.kiosk-main[data-language="zh-CN"]
Chinese (Traditional Characters)	Microsoft YaHei UI	.kiosk-main[data-language="zh-TW"]
Japanese	Yu Gothic UI	.kiosk-main[data-language="ja-JP"]
Spanish	Verdana	.kiosk-main[data-language="es-MX"]
Italian	Verdana	.kiosk-main[data-language="it-IT"]
German	Verdana	.kiosk-main[data-language="de-DE"]
French	Verdana	.kiosk-main[data-language="fr-FR"]
Portuguese	Verdana	.kiosk-main[data-language="pt-BR"]
Arabic	Tahoma	.kiosk-main[data-language="ar-SA"]
Russian	Verdana	.kiosk-main[data-language="ru-RU"]
Vietnamese	Verdana	.kiosk-main[data-language="vi-VN"]
Indonesian	Verdana	.kiosk-main[data-language="id-ID"]
Thai	Tahoma	.kiosk-main[data-language="th-TH"]
Korean	Microsoft YaHei UI	.kiosk-main[data-language="ko-KR"]

Customizing Languages

The languages visible in the Kiosk Client can be selected and re-ordered. You can customize the languages when customizing the flow

Inactivity Pop-up Warning

The application will detect whether it has not been used in a while and bring up the inactivity pop-up, which informs the guest that the session is about to expire. When this pop-up is displayed, the guest will need to press OK before the countdown expires to proceed. The application will return to the home screen if the time out time elapses.

The inactivity timer can be modified for Kiosk Client. See the Timers section for more details.

The inactivity pop-up applies to all pages except the selected home page.

Select Options Page

This page allows the selection of the application flow:

• Select Check In to check in a reservation using Kiosk Client
• Select Check Out to check out a reservation using Kiosk Client
• Select Additional Keys provides a way for guests to get new copies of their room keys, after they finished checked-in, in case that:
  • they have lost their original room keys
  • their original room keys got deteriorated or demagnetized
  • some guests have arrived later than the main guest and they need their own room key

Next page displayed after making the selection is the GDPR page.

GDPR Page

The GDPR (General Data Protection Regulation) page displays the terms and conditions related to GDPR. The guest must agree to the terms in order to continue. The default GDPR file is intended as a guide and should be changed based on the data protection rules of the hotel.

Since the GDPR conditions are usually different depending on the geographical area, the contents of the GDPR page (including the hotel name) can be customized.

GDPR page may have a custom link to the hotel's privacy statement. Pressing on this link a modal dialog gets displayed.

Info

Since this privacy statement is longer than the rest of the pages, userIdleTimeout value is twice the configured user_idle_timeout value.

Check In Flow

When the user has selected the check in flow, the application will by default display the following pages.

Depending on your particular business rules, you can choose to remove some of the pages or to reorder them. This can be done following the guidelines in Customizing Kiosk User Flow.

Reservation Lookup Page

Allows for a guest to choose how to look up their reservation based on:

• Name and or reservation number
• Scan a government issued document
• QR Code that contains the reservation number
• External Confirmation Number
• Membership Number
• The page is not mandatory. It can be removed.
• The page layout is configurable using page options attribute set in the flowconfig.xml(see Flow Definition XML Format).
• Choose one option to move forward.

Retrieve Booking Page

• This page identifies your reservation in the system.
• The page layout is configurable using page options attribute set in the flowconfig.xml(see Flow Definition XML Format).
• Type the number of the reservation or your last name.
• Press the Next button when done.
• If Kiosk could successfully identify your reservation, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not process your request. Note: This page is used to fetch a reservation using an internal reservation number only.

Documentation (Passport) Page

• Insert your identity document into the document scanner
• Wait for the application to scan your document.
• When done, the application will prompt you to remove your document from the scanner
• After the document is removed, the application will advance to the next page.
• Whenever the application could not scan your document, or if your document presents some invalid elements, the application will display an error describing what went wrong, and will not allow you to advance to the next page.
• Whenever the document has no issuing country, or the issuing country is not accepted for that type of document, the application will display an error describing what went wrong, and will not allow you to advance to the next page.
• Age is extracted from scanned document and if you don't have the minimum age required to book a room, you are not allowed to proceed with the check-in and you will receive an error popup message with the minimum age required.

If enabled in admin, Passport Page might have additional buttons for skipping guests (for guest later arrival) and manual entry for IC data in case of local child under set Age in admin.

• If Skip is pressed, then page will redirect to next one depending on the settings guest-details/booking details.

• If Manual entry is pressed, then page redirects to children page. This button is shown when:

  1. Passport page is for non-primary guest

  2. Feature is enabled

  3. Minimum age for validation is enabled (higher than 0)

  4. There is at least one child to check in (comparing introduced data if it's a child, based on guest minimum age restriction)

If Hotel Settings → Skip document scan and face match verification for residents. Enter at least one country code to enable skip document scan (Alpha-2 or Alpha-3 format, semicolon separated) setting has at least one ISO country code defined in admin, the feature will be enabled, and the Passport Page can be skipped for local residents. By default, the feature is disabled, the input list is empty.

• The main guests will have to respond to a pop-up asking whether they are specific country residents. If guests answer yes to the question (meaning they are specific country residents), then => skip face match; skip PAX adjustment; proceed directly with Booking Details and remaining steps.
• If a main guest was in a hurry or distracted by something, and wrongly answered that he's not a specific country resident, but later on he scanned an ID document which indicates otherwise, then it would behave like the guest answered Yes to the initial question, without asking anything else from the guest.

Children Page

If the feature is enabled, it allows the primary guest to manually enter data for a child (local). The Back button will redirect back to Passport page. Submit button will submit the entered information to the PMS as if a document was scanned.

• Type in child full name, document number and birthdate.
• Press Submit button.
• If there are more accompanying guests to scan the Kiosk will return to the passport page to all the next guest to scan or child's information to be entered.

External Booking Page

• This page identifies your reservation into the system based on an external confirmation number.
• The page layout is configurable using page options attribute set in the flowconfig.xml(see also Flow Definition XML Format).
• Type the number of the confirmation number and your last name.
• Press the Next button when done.

Note

This page is used to fetch a reservation using an internal reservation number or an external reservation number.

QR Code Page

• This page identifies your reservation into the system
• Show your QRCode to the camera and wait.
• If Kiosk could successfully identify your reservation, the application will advance to the next page
• Otherwise, Retrieve Booking page is displayed.

Membership Page

• This page searches for the guest reservation based on the entered membership number and membership type.
• Type the membership number and select your membership type.
• Press the Next button when done.
• If the reservation is found, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not find the reservation.

Verification Page

• Position yourself in such a manner that your face appears in the video frame. Try to look directly at the camera; also try to avoid other persons being present in the image. The system works the best with photos taken in this manner.
• Take a photo of yourself by pressing the Take Photo button
• The application will show a countdown timer representing the number of seconds remaining until the photo is effectively taken
• Wait for the application to process your photo - it will compare the image taken with the camera with the image of the scanned document, using the face match systems
• If the image from the document matches with the one from the document, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not process your request.

Accompanying Guests Page

• Display the number of additional guests that will need their documents scanned and validated. The primary guest is included i the count.
• If the Allow Adding Additional Accompanying Guest checkbox from the System Settings > Accompanying Guests Kiosk Admin menu is checked, the application will allow adding accompanying guests to the reservation up to the maximum room occupancy.
• Depending on the configuration of Count Children Separate, Require Passport and Require Face Validation checkboxes from the System Settings > Accompanying Guest Kiosk Admin menu, the following may be seen:
  • a specific warning message will be displayed to instruct the user on further actions
  • the number of guests (editable or not) will be displayed
  • scan of the identity documents
  • take selfie for document image verification

Guest Details Page

• Shows information collected from the guest prior to checking in
• The information is displayed to one guest at a time
• The Guest Details Summary Page screen is shown for each guest
  • This page is not displayed if the guest is an accompanying guest and the Show Guest Details for Accompanying Guests checkbox from the Guest Details Kiosk Admin menu is not checked.
• If the scanned document does not contain information for some fields (for example, the guest's Date of Birth), information retrieved from the reservation may be shown instead.
• If the guest is exempt from scanning a document based on the Kiosk Admin Document Validation Rules setting for their country, the information seen on the guest details page will be from the guest reservation read from the PMS.
• Depending on the field's settings, some fields will be hidden, read-only or editable. Some fields may be marked as mandatory.
• Press the Next button when done editing.
  • If there are validation errors, modify the info according to the pop-up suggestions, and press again the Next button
• If the last guest entered his info, the application would advance to the next page, otherwise it will show the Guest Details Page to enter the details of the next guest.

Booking Details Page

• Review the booking details displayed by the application.
  • On the left are displayed the main guest's personal information. The E-mail and Phone number fields are editable and required, so the guest will be able to edit them and type in correct information regarding the registered e-mail and phone number.
  • On the right is displayed information related to the current reservation.
  • If there is anything that does not match with what you already know (for example, room type not the correct one), you can abort the check in process by pressing the Start Over button.
• Configure the email address and/or phone number
  • These will be used in the Completion page for sending room and hotel details to the guest
• When the reservation has a credit card, and the <in> node in the flowconf.xml file has the option allow-cc-replace (see also Flow Definition XML Format), the application allows you to replace this credit card, if you click on the associated link or edit icon.
  • If you do this, the application will take you to the Add Payment Method page
• If in the Kiosk Admin a Hotel Loyalty Membership program is defined, information related to the Loyalty membership is displayed in the lower left area of the Reservation Info tab:
  • If the guest is already member in hotel's loyalty program a welcome message and the membership card number will be displayed;
  • If the guest is not a member in hotel loyalty program a checkbox with a label will be displayed; if the guest checks the checkbox the guest will be enrolled in the hotel loyalty program and will receive a membership number;
• If everything looks OK, you can proceed to the next page, as described below.
  • When the reservation does not have a credit card, the application will take you to the Add Payment Method page, after you click the "Add Credit Card" button
  • When the reservation has a credit card, but the <in> node in the flowconf.xml file has the option enforce-cc-swipe (see also Flow Definition XML Format), the application will take you to the Add Payment Method page, after you click the "Payment Method" button
  • Otherwise, the app will take you to the Additional Services page, after you click the ""Confirm Check In" button.

Additional Services Page

• Select the desired amount of each up-sell package to purchase to be added to the reservation, using the +/- buttons.
• When the package counts are changed, the total sum to be paid for each selected service is updated and the total for the reservation is changed.
• When done, use Next to move to the next application screen

Add Payment Method Page

• Initially you are prompted to select a credit card type from a list of accepted credit card types
• After selection, you will be prompted to swipe your credit card through the credit card reader
• Press Card Swipe to activate the credit card reader then effectively swipe your credit card
• If your credit card details could be successfully read, the application will display an informative popup mentioning the last 4 digits of your credit card.
  • This popup will allow you to continue or to go back to the Booking Details page to further review the booking information
• If your credit card details could not be successfully read, an error popup will be displayed, explaining why the application could not process your request.

Note

The credit card will not be charged at this time, it is only pre-authorized. Some hotels, though, may have a policy to lock an amount in the pre-authorization process. This amount is not the final charge amount.

Health Declaration Page

• For this page to be displayed, in the Kiosk Admin's Health Declaration menu, the Enable Health Declaration Form checkbox should be enabled AND health questions should be defined.
• On the first line of this page, a message informs the guest that, in order to continue the check-in process, all displayed questions should be answered.
• This page will be displayed once (for the main guest), or multiple times (for each additional sharer from the reservation), depending on the Require Health Declaration form for all guests in the room checkbox state from Kiosk Admin's Health Declaration menu.
• Below this message, a table displays the Health Questionnaire questions. Each question may be answered with Yes or No by clicking the checkbox corresponding to the chosen answer.
• If the number of questions is greater than the one accepted to be displayed on that page, a paginator control will be displayed, allowing the user to go to the next questionnaire's page(s).
• Below the questions table a warning message informs the guest that ALL questions should have an answer to be able to continue the process.

Note

Until all questions (from all questionnaire's pages) are answered, the Next button will remain disabled.

Signature Page

The Signature Page contains, in its upper area, an HTML formatted text which presents a hotel specific Terms & Conditions information. By signing on the specific area of this page, the guest agrees to these terms.

Since these Terms & Conditions are hotel specific, the content of the T&C text from the Signature Page (including the hotel name) can be customized.

The text may have a custom link to the hotels privacy statement. Pressing on this link a modal dialog gets displayed.

If the system has the option to use registration cards activated, then, below the T&C link there is yet another link which will reveal the "unsigned" registration card.

• Draw your signature into the signature field
• Use the Clear button to clear the signature
• Select to confirm if Hotel can send marketing materials to the guest or not.
• Use the Submit button to send the signature data to Kiosk Server.
  • Saves the signature image in Kiosk Database
  • If the system has the option to use registration cards activated, then the signature image is embedded in the registration card and the registration card (in PDF format) is saved into the Kiosk Database.
• After the signature data was successfully sent to Kiosk Server, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not process your request.

If the system is configured to use Confirmation Requests, before advancing to the next page a popup will be displayed, instructing the guest to wait while their check-in information is reviewed. If the guest check-in request is denied or a timeout occurs while waiting for confirmation, the guest may be instructed to proceed to the front desk to complete their check-in.

The Confirmation Requests feature is only released in the Japan market.

Keycard page

• The Keycard page will first perform the check-in process for the main guest and the additional guests
• Then it will generate automatically the first room key
• Use the Create Another Card button to create another room key or press Next to advance to the next page
• Extract the programmed key from the key card slot each time when prompted by the application
• If the room key could not be created, an error popup will be displayed, explaining why the application could not process your request.
• You can only program a certain maximum amount of key cards. By default this amount is equal to 4, as specified in the Keycard Settings section.
  • When this limit is exceeded, you can only use the Next button to advance to the next screen

Completed page

• This page displays an informative message which also mentions the room number where the check in was made
• It will automatically send the room information to the email address and to the phone number which were configured in Booking Details
• Optionally, you could also print or send the same information to alternative email addresses and phone numbers by using the corresponding Print / Email / SMS buttons on this page
• Press Finish to return to the home page.

Check Out Flow

When the user has selected the check-out flow, the application will by default display the following pages (in this exact order).

Depending on your particular business rules, you can choose to remove some of the pages or to reorder them. This can be done following the guidelines depicted in section Customizing Kiosk User Flow.

Retrieve Booking Page

• Type the number of the room number where you are checked in and select your check-in date.
• Press the Next button when done.
• If Kiosk could successfully identify your reservation, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not process your request

Note

This page is used to fetch a reservation using an internal reservation number only.

Invoice Page

• Review the invoice details displayed by the application. If there is anything that does not match with what you already know (for example, billing amount too big), you can abort the check-out process by pressing the Start Over button.
• If everything looks OK, you can proceed to the next page, as described below.
  • When the reservation does not have yet a credit card, the application will take you to the Add Payment Method page, after you click the "Add Credit Card" button
  • When the reservation has a credit card, but the <out> node in the flowconf.xml file has the option enforce-cc-swipe (see also Flow Definition XML Format), the application will take you to the Add Payment Method page, after you click the "Payment Method" button
  • Otherwise, after you click the "Check Out" button, the app will behave like this:
    • When the reservation has a credit card, but the <out> node in the flowconf.xml file has the option allow-cc-replace (see also Flow Definition XML Format), the app display a dialog box asking "Do you want to continue checkout using the credit card ending in XYZW, or do you want to change it?", and it has two buttons "Continue" and "Replace Existing".
      • If Continue is selected, the app will take you to the Completed page
      • If Replace Existing is selected, then the user is taken to the Add Payment Method page, to validate a new credit card; after the new credit card is validated, the app will take you to the Completed page.
    • Otherwise, the app will take you directly to the Completed page

Keycard Return Page

• Insert the key card to be returned in the key card slot and wait for the kiosk to receive it (Note: A time out will occur if you are not inserting the card in ~15 seconds)
• Use the "Return Another Card" button in case of errors or if you have additional key cards to return.
• Repeat the "Return Another Card" operation for each key card that you need to return. Insert the key card to be returned in the key card slot each time when prompted.
• When you do not have any other key cards to return, use the Next button to move to the next application screen

Add Payment Method Page

• Initially you are prompted to select a credit card type from a list of accepted credit card types
• After selection, you will be prompted to swipe your credit card through the credit card reader
• Press Card Swipe to activate the credit card reader then effectively swipe your credit card
• If your credit card details could be successfully read, the application will display an informative popup mentioning the last 4 digits of your credit card.
  • This popup will allow you to continue or to go back to the Booking Details page to further review the booking information
• If your credit card details could not be successfully read, an error popup will be displayed, explaining why the application could not process your request.

Note

The credit card will not be charged at this time, it is only pre-authorized. Some hotels, though, may have a policy to lock an amount in the pre-authorization process. This amount is not the final charge amount.

Completed page

• This page effectively performs the guest check out
• When done, it will display an informative message which also mentions the room number from where the guest checked out
• If the checkout did not complete successfully, an error popup will be displayed, explaining why the application could not process your request.
• It will automatically send the invoice as PDF attachment to the email address which was configured in Booking Details at check-in time.
• If you also configured a phone number at check-in time, then a summary of the invoice is also sent as SMS to this phone number
• Optionally, you could also print or send the same information to alternative email addresses and phone numbers by using the corresponding Print / Email / SMS buttons on this page
• Press Finish to return to the home page.

Additional Keys Flow

When the user has selected the additional-keys flow, the application will by default display the following pages (in this exact order).

Depending on your particular business rules, you can choose to remove some of the pages or to reorder them. This can be done following the guidelines depicted in section Customizing Kiosk User Flow.

Reservation Lookup Page

Allows for a guest to choose how to look up their reservation based on:

• Reservation number and guest last name (Note: We use AND and not OR, as an additional security measure, because we want to keep the extra flow as simple as possible and we're not using a face match step)
• Scan a government issued document (The names from the document are compared with the names on the reservation)
• QR Code that contains the reservation number
• External Confirmation Number
• Membership Number
• The page is not mandatory. It can be removed.
• The page layout is configurable using page options attribute set in the flowconfig.xml (see also Flow Definition XML Format).
• Choose one option to move forward.

External Booking Page

• This page identifies your reservation into the system based on an external confirmation number.
• The page layout is configurable using page options attribute set in the flowconfig.xml(see also Flow Definition XML Format).
• Type the number of the confirmation number and your last name.
• Press the Next button when done.

Membership Page

• This page identifies your reservation into the system based on a membership (number and type).
• Type the membership number and select your membership type.
• Press the Next button when done.
• If Kiosk could successfully identify your reservation, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not process your request

Passport Page

• Insert your identity document into the document scanner
• Wait for the application to scan your document.
• When done, the application will prompt you to remove your document from the scanner
• After the document is removed, the application will advance to the next page.
• Whenever the application could not scan your document, or if your document presents some invalid elements, the application will display an error describing what went wrong, and will not allow you to advance to the next page.

QR Code Page

• This page identifies your reservation into the system
• Show your QR Code to the camera and wait.
• If Kiosk could successfully identify your reservation, the application will advanced to the next page
• Otherwise, Retrieve Booking page is displayed.

Retrieve Booking Page

• This page identifies your reservation into the system.
• The page layout is configurable using page options attribute set in the flowconfig.xml (see also Flow Definition XML Format).
• Type the number of the reservation and your last name.
• Press the Next button when done.
• If Kiosk could successfully identify your reservation, the application will advance to the next page.
• Otherwise, an error popup will be displayed, explaining why the application could not process your request.

Keycard Return Page

• The layout of this page does not change compared to the check-out flow.
• The only difference is the background behavior, meaning that in the case of the additional keys flow, this page will never send a checkOut request to the keycard webhook in UIP. It will send only acceptCard requests.

Keycard Page

• The layout of this page does not change compared to the check-in flow.
• The only difference is the background behavior, meaning that in the case of the additional keys flow, this page will never send a checkIn request to the keycard webhook in UIP. It will send only copyCard requests.

Additional Keys Completed Page

• It will display a thank you message and the room number the keys were created for.

Late Guest Registration Flow

• this flow is a check in flow which will allow a guest (not a main guest) which has arrived after the main guest had checked in, to check in also without requiring the presence of the main guest.
• the pages from this flow are basically the same used for a CheckIn flow, with some adaptations.
• the Reservation Lookup Page has one layout which requires the reservation number and the room number the main guest is checked in, to identify correctly the reservation.

3rd Party QR Code Support for Guest Key Retrieval

The Smart Guest Check In can be configured to provide a key card to an already checked in guest. If the guest was provided a QR code at the time of check in through a check in service other than the Smart Kiosk, the guest can use the “Additional Keys” button on the Kiosk Client to activate reservation lookup by scanning the QR code and then following the on-screen instructions to retrieve their room key.

The Smart Guest Check In supports 3rd party QR codes through a custom UIP workflow. Importing the UIP configuration file called “uip-qrcode-parse.json” will add the default QR code parsing logic to the system. Regex to parse Infor HMS QR codes is provided as the default supported QR code. Additional 3rd party QR codes can be added to the workflow to be parsed. The QR code must be in plain text and must be able to be parsed using regex. Key elements such as reservation ID or external reference number associated with the reservation must be included in the QR code data.

The ”Additional Keys” button text can be customized in the resource files as needed to match the use case of the Kiosk being able to dispense a key card for a checked in guest such as “Guest Key Pick-up”.