Work with key access at the front desk

The normal front-desk responsibility is to verify the reservation's key handover and apply an approved exception. Creating or changing an office, lockbox, address, instruction, or default code changes a reusable point for future stays and requires a different operating responsibility.

The front-desk role can expose broad access-point controls in the current configuration. A visible button does not prove that the agency authorized you to maintain default codes.

Before an arrival#

1. Open the correct reservation and verify the guest, property, dates, and handover direction.
2. Check whether pickup and drop-off use the normal value or an exception.
3. If an approved active point exists for the stay, follow Override reservation key handover.
4. Review the preview and then verify the saved result.
5. Check the conversation to confirm whether the instructions were actually delivered; saving an exception does not confirm sending.

Do not copy a code from another reservation, property, chat, or note. Do not create a reusable point to solve an urgent arrival.

When the point is missing or wrong#

• It is missing: confirm the team and reservation, then hand creation or activation to the access-point owner.
• Address or instructions are wrong: do not correct only the message; report the point and affected arrivals so the source can be corrected.
• A default code is wrong or exposed: treat it as compromised physical access. Report it immediately, identify affected arrivals, and use only the approved emergency procedure.
• One reservation needs an exception: use the reservation workflow if authorized; do not change the default value.
• You can see codes outside your work: stop viewing them and report an access problem.

To escalate, provide the team, reservation, property, pickup or drop-off direction, point name, and observed state. Do not paste the code into a general ticket or screenshot.

If you also maintain reusable points#

The agency must explicitly assign that responsibility and agree who approves locations, text, languages, code rotation, and review of affected arrivals. Only then use the administrative guide Create reusable key access points. The operating assignment does not automatically change product permissions.