Guest communication

Property Agent guest communication

As a Property Agent, your primary goal is to ensure that guests have a positive and enjoyable experience during their stay at the vacation rental property.

1. Pre-Arrival Communication:

• You may start your interaction with guests even before their arrival. Sometimes they have questions on Amenities, local attractions, rules, or requests for ACME to arrange access for a service they have purchased.

1. Day of check-in

• Guest may call to request early arrival - check breezeway for availability  & add to track 
• Within 24 hours of check in, you will greet guests over a phone call to provide them with information on the Palm Springs Vacation Rental Ordinance.

1. No Music or amplified noise that can be heard outside
2. Only 1 vehicle per bedroom
3. Only 2 guests per bedroom
4. No trash to the public view, walk up service is provided
5. Quiet hours 10pm - 8am

1. Handling Guest Requests while in house

• Guest may run into some malfunctions while occupying a ACME Vacation Rental. This is your time to shine, be empathetic, charismatic, and solve the problem. You are going to create a work order. 

1. Gather all the information on the issue, remember to be extremely detailed
2. Create a work order, assign priority as URGENT, select the texting toggle for guest updates, assign the work order to Engineering staging, copy the work order link and slack it to Engineering urgent,  copy Jake & Danny. 
3. Once the engineer has provided a diagnosis or completed the task you need to follow up with the guest
4. Confirm that the issue was resolved to their satisfaction 
5. If a major component of the home failed for over 4 hours or the inconvenience was major, compensation is necessary. 

1. Compensation