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Review Guest Data and GEP Dashboards

Guest data pages help managers and support teams review guest records collected or displayed through HOME and GEP workflows. Use these pages to confirm who is in house, which guest records came from PMS data, and whether guest-facing workflows have enough data for staff follow-up.

These views are operational review pages. They should not replace the PMS as the source of truth for reservation changes.

Quick Reference​

PageUse It ForWhat To Check
Guest DataReviewing guest records collected through HOME or GEP workflows.Filters, date range, guest details, room, and source workflow.
Guest In-HouseReviewing current in-house guest records visible to HOME.Arrival/departure context, room, guest name, and property.
PMS Guest In-HouseReviewing PMS-backed in-house guest data.PMS sync timing, room match, and whether the PMS record is current.
GenAI DashboardOpening the GenAI dashboard surface for enabled properties.Access, selected property, and whether dashboard data is expected for the property.

Before You Start​

  • Confirm the manager has access to the correct property.
  • Confirm whether the record should come from HOME/GEP, PMS, or another integrated source.
  • Confirm the expected date range and guest status before comparing records.
  • For PMS-backed views, confirm the PMS integration is expected to be active for the property.

Review Guest Data​

  1. Go to HOME -> Guest Data.
  2. Select the expected property.
  3. Search or filter by guest name, room, date, or available status filters.
  4. Open the relevant record.
  5. Compare the record details with the workflow that collected the data, such as Assistance, guest forms, or guest-facing pages.
  6. Refresh the page before escalating a missing recent record.

Review In-House Guests​

Use Guest In-House when staff need a HOME-visible view of current in-house guests.

  1. Open Guest In-House.
  2. Confirm the property and date context.
  3. Search by guest name or room.
  4. Check arrival, departure, and room details.
  5. If a guest is missing, confirm whether the record should come from PMS or manual HOME data.

Review PMS Guest In-House​

Use PMS Guest In-House when the property expects guest data from PMS.

  1. Open PMS Guest In-House.
  2. Confirm the PMS-backed property is selected.
  3. Search for the room or guest.
  4. Compare the record with the PMS when a discrepancy affects operations.
  5. Note the sync timing before treating a missing update as a defect.

Open the GenAI Dashboard​

  1. Go to HOME -> GenAI Dashboard.
  2. Confirm the selected property.
  3. Confirm the property is expected to have GenAI dashboard access.
  4. Review dashboard cards or data shown on the page.
  5. If the dashboard is empty, check whether the property has relevant data and access enabled before escalating.

Troubleshooting​

Guest record is missing​

What you see: Staff expected to find a guest record, but it does not appear.

Do this:

  1. Confirm the selected property.
  2. Clear filters and search again by room and guest name.
  3. Confirm whether the record should be in Guest Data, Guest In-House, or PMS Guest In-House.
  4. Refresh the page and check again.
  5. If PMS-backed, compare with PMS and note the last expected sync.

Guest details do not match PMS​

What you see: HOME shows guest details that differ from the PMS record.

Do this:

  1. Confirm the PMS record was updated and saved.
  2. Check whether the HOME view is PMS-backed or HOME-collected data.
  3. Refresh the PMS Guest In-House page.
  4. Escalate with the room, guest, PMS reservation reference if available, and screenshots of both records.

Dashboard is empty​

What you see: The GenAI dashboard opens, but no data appears.

Do this:

  1. Confirm the property has the dashboard enabled.
  2. Confirm there is data expected for the selected period.
  3. Clear filters if available.
  4. Ask another manager with the same property access to check the page.