FrontDesk Staff App Help
Overview
The FrontDesk Staff App is a mobile-friendly web app that lets hotel and accommodation front desk staff issue, check, and extend guest room keys (PIN codes + QR codes).
Access the app by opening the URL shared by your admin in a smartphone or tablet browser. No installation is required. You log in with a 6-digit PIN only — no username needed.
How to Log In
- Open the URL shared by your admin in a browser
- Enter your 6-digit PIN
- On your first login, you will be required to set a new PIN. Choose any 6-digit number you will remember
If you forget your PIN, contact your admin. They can reset it and give you a new initial PIN.
Switching the Display Language
The language selector (globe icon) is at the top right of both the login screen and the dashboard header. Tap it to open a list of "日本語" (Japanese) and "English" — selecting one switches the display language immediately.
The currently selected language is shown as text next to the icon, so on a shared tablet you can tell which language is active without opening the menu, even if the previous user switched it. Your choice is saved on the device and carries over the next time you open the app.
Main Screen
After logging in, you will see four tabs.
| Tab | Description |
|---|---|
| Issue | Issue a new key (PIN + QR code) for a guest |
| Check | Check the status of an issued key by room number |
| Extend | Extend a guest's stay by issuing a new key |
| Room key | Check the QR code posted in guest rooms, review recent key pickups, and clear lockouts |
Issuing a Key (Issue Tab)
Basic Steps
- Select the Issue tab
- Enter the room number in the Room Number field (e.g., 101)
- Set the stay duration:
- Nights mode: Select the number of nights (1–30)
- Minutes mode: Set the duration in minutes (30–600)
- Tap Issue Key
Early Check-in / Late Check-out (Optional)
In nights mode, you can expand the Options section to set:
- Early Check-in (ECI): Move the check-in time up to 5 hours earlier
- Late Check-out (LCO): Extend the check-out time by up to 5 hours
The default check-in and check-out times are set by your admin.
Viewing the Result
After issuing a key, the following information is displayed:
- QR code: The guest scans this on the smart lock to unlock
- PIN code: The guest enters this on the keypad to unlock
- Check-in / Check-out date and time: The key's validity window
You can share either the QR code or the PIN with the guest — both work.
Printing: Tap Print to print the result to hand to the guest. The QR code will be clearly printed; other UI elements are hidden in print mode.
Tap New Issue to move on to the next guest.
Checking a Key (Check Tab)
- Select the Check tab
- Enter the room number you want to check
- Tap Check
- The current key status and the associated device name are displayed
Extending a Stay (Extend Tab)
Use this tab when a guest wants to extend their stay. A new key is issued based on the current expiry time.
- Select the Extend tab
- Enter the room number
- Set the number of additional nights (1–30)
- Tap Extend
- A new PIN and QR code are displayed — share the latest codes with the guest
Checking In-Room QR Key Activity (Room Key Tab)
In-room QR key lets a guest pick up their key from a QR code posted in their room, without an online reservation. This tab lets you check the QR code to post, review pickup activity, and clear lockouts. This feature becomes available only after UnlockOS has activated it for your property. Before activation, a guest who scans the QR code sees "This is not available at this property." Contact UnlockOS support to start using it.
URL to Post in the Room
The URL for the QR code to post in guest rooms is shown here. There is one URL per property. Do not print a different one for each room — if the wrong code ends up on the wrong door, that guest will try another room's PIN, which triggers a lockout for no reason.
The actual QR code image and printing are handled in the admin console under Front Desk > Settings.
Lockouts
After too many incorrect PIN attempts, a guest is temporarily blocked from picking up a key (a lockout). This section lists the rooms, guests, and networks currently locked out.
Tap Clear to remove a lockout immediately. Use this when a guest reports that they cannot pick up their key.
Recent Key Pickups
This list shows the room numbers, pickup times, and stay expiry for recent key pickups. Who picked up the key is not shown — only the room and time.
If other attempts in the same room were blocked, a note reads "N more attempt(s) in this room were blocked." This counts people who entered the correct room number and PIN but were not given a key because someone else had already picked up the key for that room. Incorrect PIN entries are not included in this number (repeated incorrect entries lead to a lockout instead). If you see a count you cannot explain, check whether the PIN has been shared with anyone outside the room's guests.
Auto-Logout
For security, the app automatically logs you out after a period of inactivity. The timeout duration is set by your admin (default: 5 minutes).
After being logged out, simply enter your PIN again to resume.
FAQ
Q: I forgot my PIN Contact your admin. They can set a new initial PIN for you. You will be required to change it again on your next login.
Q: I get a "room not found" error The room may not have been registered in FrontDesk by the admin. Ask your admin to add the room.
Q: A guest says the QR code is not working The guest can also use the PIN code directly on the smart lock keypad. Also check that the key has not expired by using the Check tab.
Q: A guest wants to extend their stay Use the Extend tab to issue a new key. The old key will become invalid.
Q: My account is locked and I cannot log in Your account may be temporarily locked after too many failed login attempts. Contact your admin to have it unlocked, or wait and try again later.
Q: No URL appears on the "Room key" tab The property may not have a public URL (slug) configured yet. Ask your admin to check the base settings.
Q: A guest says they cannot pick up their key Check the Lockouts section on the Room key tab. Too many incorrect PIN attempts trigger a lockout, which you can clear with the Clear button.
Related Documents
- FrontDesk Admin Help — Admin guide for configuration and staff management
- In-Room QR Key Help — how guests pick up their key