How ACME House Co. makes the initial phone call to welcome a guest upon checkin and addresses any requests/issues while they are in the property to drive guest satisfaction.
▶️ Process Diagram
📝 Process Owner:
Seat responsible for maintaining/updating this process moving forward:
- Operations - Jocelyn Gutierrez
🏁 Start Event:
This process starts when:
- Guest reports issue during initial ordinance call.
- Guest contact support directly to report an issue.
✅ End Result:
The end result of this process will be:
- Property Agent has completed the Ordinance Call
- Reported questions have been answered in a timely manner (as needed)
- Reported issues have been escalated to the Work Order Process (as needed)
🔑 Seats Involved:
The key internal/external seats involved in this process:
Internal:
- Property Agent Manager
- Property Agent
- Reservation Agent
External:
- ACME Guest
📈 Process Measurables:
How we measure the success of this process:
- Process Measurable Name (N/A)
- How we obtain/track:
- Frequency:
⏱Response Time Protocol:
- Text Message Response Time: 5 Minutes
- Breezeway Assist Response Time: 15 Minutes
📚 Supporting Materials:
Materials utilized to complete this process:
- Ordinance Report (Google Sheets) - Utilized Daily for tracking & completing ordinance calls for guests who have checked in over the past 24 hours.
- ACME Knowledge Base - Applicable Knowledge Base Articles are linked throughout the process diagram/document.
💻 Supporting Software:
Software utilized to complete this process:
- Breezeway - Keeping notes throughout guest stay and Communicating with Guests
- Track - Reservation Coordination/Billing
- Point Central - Access Codes
- Slack - Communications with Reservations Department (if applicable)
➡️ 1. Complete 24 Hour Guest Welcome / Good Neighbor Call
Property Agent Manager - Assign Property Agents to Incoming Reservations (Track)
- Pull a Reservation Report in Track
- Add the reservations to the Ordinance Call Report Google Sheet
- Assign the reservations to Property Agents
- Share the Ordinance Report Google Sheet with all Property Agents
Property Agent(s) - Review the Shared Ordinance Call Report (Google Sheet)
- Review Frequency: Daily - Each Morning
- Identify guests who are checking in for the current day
Property Agent(s) - Make Ordinance Call to Guest
- Complete for all assigned guests who are checking in for the current day
- Call guests within 24 hours of their designated check in time
- Utilize the Ordinance Call Script when completing Ordinance Calls
❗️Please Note:
Once Ordinance Calls are completed, the Guest Support Process does not continue until if/when a guest contacts support.
➡️ 2. Intake Guest Support Requests (when a guest contacts support)
Guest Outreach Methods:
These are the methods currently available to guests for contacting the ACME Support Team:
- Phone Call - Primary
- Text Message - Primary
- Email - Rare
Property Agent(s) - Address Incoming Guest Support Requests
- Intake information guest provides
- Review the information and determine which Support Category is applicable
- General Support Categories:
- General Questions (2.1)
-
- Early Check In Request (2.2)
-
- Issue with Property (3)
➡️ 2.1 Addressing General Questions
Property Agent(s) - Provide Guest with a Sufficient and Timely Response
- General questions may include basic questions such as travel, surrounding area etc.
- Provide the guest with a response to their question:
- Utilize the same communication channel as the guest's initial outreach
- General question communications are not logged internally
- The Guest Support Process Ends after guest questions have been answered
📖 Knowledge Base: Guest Questions FAQ
➡️ 2.2 Addressing Early Check In Requests
📖 Knowledge Base: Early Check-In Requests
Property Agent(s) - Check Property Availability (Breezeway)
- Utilize Breezeway
- Determine the Property's Availability Status:
- Property Unavailable
- Property Available: Before 2pm
- Property Available: Between 2pm-3pm
❓ If the Property is Unavailable
Property Agent(s) - Notify Guest of Unavailability (Breezeway)
- Utilize the designated template in Breezeway for declining early check in requests
- 📖 Knowledge Base: Early Check In Call Script
- Guest Support Process Ends once the guest has been notified that the property is unavailable for early check in
❓ If the Property is Available Before 2pm
Property Agent(s) - Notify Guest of Early Check In Availability and Fee (Breezeway)
- Utilize the designated template in Breezeway for approving early check in requests
- The guest has the option to either approve, or deny the early check in fee
- Guest Support Process Ends if the guest declines the early check in fee
Property Agent(s) - Update Guest Property Code (Point Central)
- Update the time of the code from 3pm to the guest's new early check in time
- 📖 Knowledge Base: Updating Point Central Codes
🎥 How to Update Guest Property Codes in Point Central
Property Agent - Notify Reservations: Guest Early Check In Fee Required
- Notify the Reservations Department through the designated Slack Channel
- Slack Channel: #guestservices-reservations
- Include the following information:
- Guest Reservation Number
- New Guest Check In Time
Reservation Agent - Process Guest's Early Check In Fee (Track)
- Apply the early check in fee to the guest's reservation in Track
- 📖 Knowledge Base: Early Check In Billing
- The Guest Support Process Ends once the early check in fee has been applied to the guest's reservation
❓If the Property is Available Between 2pm-3pm
Property Agent(s) - Notify Guest of Approved Comped Early Check In (Breezeway)
- Utilize the designated template in Breezeway for approving early check in requests
Property Agent(s) - Update Guest Property Code (Point Central)
- Update the time of the code from 3pm to the guest's new early check in time
- Knowledge Based: Updating Point Central Codes
- Loom Video: How to Update Guest Property Codes in Point Central
Property Agent(s) - Complete Ordinance Call
- If the guest is on the phone, complete the Ordinance Call Script.
Property Agent(s) - Log Ordinance Call
- For completed Ordinance Calls, they must be logged in the Ordinance Call Google Sheet
- Knowledge Base: Ordinance Calls
- Guest Support Process Ends once the guest's comped check in has been processed
➡️ 3. Addressing Guest Issues with Property
Common Property Issue Types:
- Codes not working
- Can not access
- Create Work Order
- Send out Tech
Property Agent(s) - Escalate to Start the Task/Work Order Process
- For issues related directly to the property, begin the Task or Work Order Process