Questions
What hotels ask before they roll out Docket.
What Docket keeps, how the desk uses it, what hotel leaders see, and how guest data is protected. If your question is not here, write to us.
The product
What Docket is.
What exactly is Docket?
Docket is a bell-desk management tool. It keeps baggage records, deliveries, storage movements, departures and shift handovers in one live ledger, with operational reporting for hotel leaders.
Does Docket replace our PMS?
No. Your PMS remains the system for reservations, rooms, billing and the full guest profile. Docket covers the physical bell-desk work around bags, storage, deliveries, departures and handovers.
What does Docket keep about a guest?
The working details the desk uses during a stay: guest or room, hotel tag, bag count, timing, status, location and operational notes. It does not hold a copy of the PMS profile and it holds no payment card data.
Does the desk need a PMS connection for Docket to work?
No. Attendants record the guest or room, hotel tag and bag count directly. When your hotel’s PMS or request system is connected, stay and request context arrives beside that work. See integrations
Getting started
From first conversation to first shift.
How do we get started?
We begin with a 30-minute walkthrough of how your property handles arrivals, departures and handover today. We then work through your property requirements, team access and rollout. Request a demo
Do we need new hardware?
No. Docket is a web application and runs in a modern browser on the computers and tablets your desk already uses.
What do we set up before the first shift?
Your managers add team members and set each person’s role inside Docket, and invitations go out by email. The storage locations your desk uses are set up with Docket during rollout.
Who do we talk to?
Docket is built and run independently in Sydney, and the founder runs the walkthrough. About Docket
At the desk
How the ledger works on a busy day.
How do we find a bag?
Search by guest, room or hotel tag. The record shows the bag count, current status, recorded location and the latest recorded attendant, with the movement history underneath.
What happens at shift change?
The Diary brings together manual notes, future arrivals and departures, bag retrievals, scheduled valet departures and recorded completed work for the selected day, so the next shift can follow what happened. See the Diary
Can we correct a mistake?
Yes. Supported corrections append to the history instead of silently replacing it, so the record shows what was recorded and what was changed.
Does Docket handle valet?
Yes, for properties using the valet workflow. Find active vehicles by guest, room, registration or bay, and see scheduled departures in the Diary. See valet
Can front desk or concierge staff see the ledger without changing it?
Yes. Front desk, concierge and manager viewer roles get a read-only overview of active bags, stored bags, pending deliveries and valet tickets, plus guest lookup. Front desk viewers can also mark an in-house valet ticket as paid.
We already use spreadsheets. Why switch?
A spreadsheet can list bags. Docket keeps the current status and location beside a timestamped history of the staff actions recorded against the tag, while outstanding arrivals, deliveries and departures stay in the working view. Compare Docket with a spreadsheet
Reporting
What hotel leaders see.
What can a GM or director of rooms learn from Docket?
Recorded activity can show demand by day and hour, service timings, staff workload and the history behind an incident. This gives hotel leaders a basis for rostering, coaching and service reviews. The picture depends on the work staff record; demonstration data is illustrative, not a measured customer result. Explore bell desk reporting
Who can see reporting?
Managers and administrators see the full reporting page. Team leaders see the staff activity view. View-only roles and attendants do not see reporting.
Can we export reports?
Yes. Managers can export the selected period as a PDF or CSV, and filter by date range, workflow and staff member before they do.
Security and privacy
How guest and hotel data is protected.
How does Docket encrypt guest data?
Protected guest identity is encrypted in the authorised browser with AES-256-GCM before it is sent to Docket. Application servers and the database store ciphertext. Decrypt capability is short-lived and scoped to authorised hotel users on authorised clients.
Can Docket staff or infrastructure providers read guest names?
The database stores guest details encrypted. During setup, Docket operates your hotel’s key service, so we cannot claim to be technically unable to access them. We put that arrangement in writing for your approval and plan handover to hotel IT.
Can staff at one property see another property’s records?
No. Every operational table is protected by row-level security tied to the user’s active membership. The database rejects cross-property queries regardless of what the application asks for.
Who controls access for our hotel?
Your managers. They add staff to the property, set the role and remove access when someone leaves. Each change is written to the authorisation audit trail.
Does Docket send guest information to monitoring or support tools?
No. Monitoring events are limited to a fixed set of event codes, operation names and timings. Guest names, notes, search text and credentials are excluded before anything leaves the application.
What happens to our records if we stop using Docket?
Guest records are kept for 12 months after the stay or record is closed, unless your contract sets a different period. Archiving and deletion at the end of that period is planned. Until then, your hotel can ask us to delete records.
Can our IT or security team review the controls before rollout?
Yes. Docket walks through encryption, access, isolation, data handling and hosting with your team during evaluation. The privacy notice covers providers, retention and your choices.
Where can I read the privacy notice?
The privacy notice covers website enquiries, product accounts, providers, retention and your choices. Read the privacy notice
Commercial
Pricing and contact.
How is Docket priced?
Pricing is agreed per property after the walkthrough, once we know how your desk runs. Ask for a proposal when you request a demo.
Can we talk before requesting a demo?
Yes. Write to hello@docket.net.au with a question or the way your desk runs today.