👩💼Lumin for Staff
Let your staff to focus on better hospitality while Lumin handles the routine tasks.
Lumin for Staff is an intuitive panel that allows hotel staff to oversee all guest conversations, and automated operations across the property. Staff can directly engage with guests, create service tasks, manage reservations, and gather feedback, all in one platform connected to the hotel's service panel. Useful features like message enhancements help staff communicate with guests in a professional and efficient manner. The user panel also includes user permissions, enabling high-level personnel to edit and scale Lumin's settings according to the hotel's needs.
Lumin is scalable
High-level staff have full control over Lumin’s AI service, allowing them to enable or disable it for the entire hotel or individual guests. When turned off, none of the guests will be able to interact with the AI assistant Lumin; all communication will be handled by the hotel staff. When turned on, guests can use the AI service, while continuing the ability to interact with the staff too.
Additionally, specific AI Automations triggered by Lumin can be individually enabled or disabled. These options provide flexibility, allowing staff to customize how and when the AI service is used, ensuring a smooth and efficient experience for both guests and staff.
Lumin Knows Your Hotel
The AI Training Data section is an essential tool for high-level staff or those with permission to manage it. This section stores all critical information about the hotel—amenities, restaurants, pools, room types, rules, and reservation details. By populating this data, Lumin is equipped to provide accurate and relevant answers to guests, ensuring it only delivers information that is stored and verified.
Lumin relies on this data to answer guest inquiries. If the information isn’t available, Lumin won’t provide an answer, maintaining accuracy and trust.
In the AI Training Data section, staff can add or edit data by following these steps:
Add a Category
Before adding specific details to the AI Training Data, staff must first create the relevant category for the information. This ensures that the data is organized and easy to access. Categories might include "Restaurants," "Pools," "Room Types," or other areas important to guest inquiries.
Once a category is created, it becomes selectable for future data entries in the AI Training Data section. This step ensures that all information added is appropriately categorized, allowing Lumin to quickly and accurately provide answers based on the data available.
Add / Edit AI Training Data
Choose the appropriate category for the information, such as "Restaurants" or "Pools." After selecting a category, provide the title (e.g., Ala Carte Restaurant) and fill in the information relevant to the category.
For example:
"We provide guests staying longer than a week with a one-time reservation for the Ala Carte Restaurant. Dinner service is from 19:00 to 22:00, and reservations must be made at least one day in advance. Same-day reservations are not allowed. We offer two menu options: Fish Menu and Steak Menu. For every guest, we require their meal selection at the time of reservation. For detailed information about reservations, please contact the Guest Relations."
To enhance the guest’s experience, you can also add an optional web link to the restaurant, or upload images, such as the menu or restaurant photos, and PDF files too, which will all be served to the guest when relevant.
CHATS
Staff have access to multiple chat sections, providing a comprehensive view of guest interactions and internal communication.
Chats are divided as Person / Room / Group based on number of participants, and as Common / Assigned / Archived based on their status.
Participants of Chats
Person Chat: A private chat between the guest, Lumin, and hotel staff. This allows for personalized service for each guest.
Room Chat: This chat is shared among guests staying in the same room, Lumin, and hotel staff. All room occupants can view requests made to Lumin, such as services or plans, ensuring everyone is kept informed.
Group Chat: Allows making announcements to crowded conference groups, or planning activities for multiple families together. Staff manages which rooms should participate.
Common Chats
Staff can monitor all conversations in this section. If a staff member is required to respond, a notification and unread sign will appear next to the conversation, making it easy for staff to notice and take action.
Assigned Chats (Holiday Assistant)
This section is dedicated to premium customers, where the hotel assigns specific staff members for personalized assistance throughout the guest’s entire stay. These conversations does not appear in the Common Chats section, and requires specific permission to interact with. The Holiday Assistant section has two subsections:
Assigned to Me: Chats with guests who have been assigned to you.
Others: Other Assigned Chats which are assigned to not you but other staff members.
Archived Chats
All guest conversations are automatically archived a number of days after their check-out. The hotel can adjust the archive period in the hotel settings. Additionally, staff have the option to manually archive chats at their discretion.
Find What you are looking for
You can quickly find the chat or message you are looking for with search / sort / filter options.
In a long conversation where AI is involved, you may Save time by filtering the messages to view only the ones waiting your assistance.
Staff Chats (Direct Messages)
Separate from the guest chats, this section is reserved for one-to-one conversations between staff members. Staff can communicate internally, and they also have the ability to Forward messages from guest conversations to their coworkers for assistance or advice; streamlining internal communication and collaboration.
What can Staff do with Lumin?
Lumin not only enhances guest experiences but also provides valuable tools that save time and improve staff efficiency. Here's how Lumin can assist your team:
Answer Improvement
Lumin can help staff refine their responses to guests by offering professional enhancements. Lumin is aware of the conversation context, so when staff writes a message, Lumin can rephrase and improve it, ensuring that communications are clear, polite, relevant, and professional. This feature saves time and helps staff maintain a consistent, high-quality level of service. Ultimately, the decision to use this alternative suggestion is at the user's discretion.
Real-Time Translation: Say Goodbye to Language Barriers
Below is an example of a Turkish-speaking staff communicating with a Chinese-speaking guest. With "Translate Messages" switch, all messages in chat are translated into the staff member's selected interface language. And before sending their message, no matter which language they wrote it, we offer the option to send it translated into the guest's language.
Granular Control of AI Functionalities on specific Conversations
How Lumin interacts with guests, and what automations will be used, are all configurable in hotel-level settings. Yet, based on specific needs of specific guests, we also give the staff chat-level controls.
Allow Artificial Intelligence in Chat: This switch controls the availability of Lumin (the AI Assistant) for this specific chat.
Guest's AI Choice: This switch becomes available when the "Allow" option is active. It indicates whether the guest is currently wants Lumin to answer their messages. If the guest prefers to interact with the staff directly, it will be off.
Automated AI Functions Switches: Control the use of some automated functions used by Lumin while chatting with this specific guest.
Message Options
For each guest message, staff have the following options to streamline operations:
Simple controls: Reply, Mark as Read, Forward to other staff member.
During its chat with the guest, the AI assistant Lumin can automatically create requests for the automated functionalities that are currently enabled. We also give the staff the ability to manually create these requests with buttons next to a guest's message. This is useful if the guest prefers to not speak with Lumin, or if Lumin could not process the request, or the specific automated functionality is currently not enabled.
Examples are:
New Activity Reservation
New Guest Comment: Classify and save a guest feedback.
New Service Task: Create and assign a service task to the appropriate department directly from the guest’s request, such as repairs or room service.
When staff triggers one of these functions, the form to create a request is auto-filled with suggestions by AI, saving the staff time and effort. There is always the option to edit the auto-filled request forms, and add notes, before submitting.
While Lumin helps automate many tasks, staff should always review Lumin's responses and auto-filled details before sending or saving. Ensuring all information is accurate and complete is essential to maintaining high-quality service and guest satisfaction.
Staff Permissions
Each action on the Lumin For Staff platform requires a specific authority. On the Users Page, all hotel staff are listed, and their permissions can be viewed or edited by high-level staff. Each staff member is assigned specific permissions, which can be customized to match their operational role.
New staff accounts can be registered to the Lumin platform either by high-status personnel or automatically through your hotel's user login system, where Lumin records staff upon first login.
Some permissions and what it grants to the Staff Member:
Staff Permissions Management: Access permission settings of all staff members.
Chat Management Permissions: Reply to specific chat types, manage group chats, and so on.
Edit AI Training Data: Create, edit, or delete AI Training Data for Lumin to gain knowledge of your hotel.
Hotel Settings Management: Modify hotel-wide settings such as activating AI across the hotel, or setting start and end hours for daily Night Mode.
Permissions for specific AI Functions: Approve / Deny / Edit the requests created by AI (such as Service Task, Guest Comment, Activity Reservation, and so on).
Hotel Settings
In the Hotel Settings section, staff members with the appropriate permissions can make key adjustments that impact the entire hotel's interaction with Lumin and its services. The available settings include;
Enable/Disable Hotel Articifial Intelligence: Staff can turn the AI service on or off for the entire hotel. If disabled, no guests will be able to interact with Lumin.
Individually Enable/Disable Automated AI Functionalities : Control the use of each Automated AI Function (e.g. Service Task, Guest Comment, Activity Reservation, ...) used by Lumin in chats.
Archive Chats of Checked-out Guests: Staff can set the number of days after a guest's reservation ends for their chat to be archived. This helps keep records organized and manageable.
Translate Guest Comments: This feature automatically translates guest comments when they are saved or when the guest comment form is filled by Lumin. Staff can choose the preferred language for the translation.
Night Mode Settings: Staff can configure night mode settings, which send automated responses to guest messages if Lumin is not active in the chat. Staff can also edit the automated message sent during night mode to ensure it matches the hotel's tone and communication style.
App Settings
Lumin offers a range of customizable settings to ensure a personalized experience for each staff.
Language Preference: User can change the user interface language to their preference.
Notifications: User can easily turn notifications on or off, choosing when and how they want to be alerted. Push notifications are available for both desktop and mobile.
Microphone Control: User have the ability to enable or disable their microphone for voice interactions.
Theme Customization: User can personalize their experience further by changing the app’s theme to suit their style.
Last updated
