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Slack Communication Standards

ACME / Casago Guest Services & Reservations

1. Purpose

To standardize Slack communication across all teams to:

  • Reduce noise and missed messages
  • Ensure clear ownership and accountability
  • Improve response time and guest experience

Slack is not a task management system.
Slack is used for urgent communication only.

2. Slack Behavior Standards (Required)

During your shift:

  • Slack status must be active (green)
  • Notifications must be on and visible

@here / @channel Protocol

When used in Guest Support channel:

  • All team members must respond: “Got it”

This confirms:

  • Message was received
  • Team is aligned
  • No gaps in communication

3. Channel Structure (Where to Communicate)

A. Guest Support Channel

Purpose: Team-wide communication (Guest Services + Reservations)

Use for:

  • Broad updates
  • Team-wide awareness
  • Urgent operational communication

Rule:

  • Messages here apply to everyone
  • Acknowledgement is required

B. Portfolio / Regional Channels

Use the correct channel based on property location:

  • ACME Portfolio
  • Coachella Valley
  • Idyllwild
  • Orange County
  • Southern Arizona (Tucson)
  • Central Arizona (Scottsdale / Phoenix)
  • Northern Arizona (Flagstaff / Sedona / Pinetop)

Purpose:

  • Property-specific escalations
  • LOM communication

4. Workflows vs Slack (Core Rule)

Default Rule:

👉 If it is not urgent → DO NOT use Slack
👉 Create a Work Order / Workflow

A. Workflows (Primary System of Record)

1. Refund Workflow

  • Submitted by: LOMs ONLY
  • Guest Services role:
    • Gather details
    • Create Work Order
    • Assign to LOM

2. Relocation Workflow

  • Submitted by: LOMs ONLY
  • Guest Services role:
    • Document issue
    • Escalate appropriately

3. Reservation Inquiry Workflow

  • Submitted by: All Team Members

Use for:

  • Airbnb Modifications (must remain in Airbnb platform)
  • Reservation changes
  • Cancellation requests
  • Booking inquiries

B. Work Orders (Non-Urgent Issues)

Use for:

  • Maintenance issues
  • Guest complaints
  • Operational requests

Process:

  • Assign to LOM
  • Include full details
  • No Slack follow-up required

👉 “Set it and forget it”

5. What QUALIFIES for Slack (Urgent Only)

Slack is reserved for true urgency where immediate action is required to support the guest or protect the property.

Approved Slack Scenarios

1. Guest Access Issues (Critical)

  • Guest is locked out of the property
  • Guest does not have access codes / entry instructions
  • Access information is missing or incorrect in Streamline

2. Safety Concerns (Highest Priority)

  • Anything involving guest safety or property risk
    • Gas smell
    • Electrical issues (affecting the entire property)
    • Security concerns

3. Reservation-Critical Issues

  • Issues that impact the validity or execution of a reservation
    • Double bookings
    • Incorrect property assigned
    • Missing reservation details preventing check-in

4. Repeated Guest Escalations

  • Guest has:
    • Called/texted multiple times (2+ attempts)
    • Is becoming escalated or dissatisfied due to delays

6. Same-Day Operational Requests

  • Early arrivals (same day only)
  • Late checkouts (same day only)

    👉 ALL the above requires immediate LOM support

What is NOT Slack (Even if Important)

Do NOT use Slack for:

  • General complaints
  • Refund discussions
  • Maintenance issues (non-urgent)
  • “Just flagging” or informational updates
  • Anything that can be handled via Work Order or Workflow

 

Expectation When Posting in Slack

  • Tag the correct LOM
  • Confirm LOM or cross coverage before tagging
  • Provide clear, complete context (no back-and-forth needed)

If it can wait → it is NOT Slack

6. Escalation & Tagging Protocol

When posting in Slack:

  1. Tag the LOM
  2. Tag the GM (if escalation is needed)
  3. Confirm correct LOM before tagging

LOM Coverage Check (Required)

  • Reference LOM Cross Coverage Spreadsheet
  • If LOM is off:
    • Tag the coverage LOM

7. ACME System Access Clarification

  • Not all team members have access to ACME systems
  • ACME-related tasks must be handled by:
    • Authorized team members only

If unsure:
👉 Ask in Guest Support channel before proceeding

 

8. Decision Guide (When to Use What)

Scenario

Action

Guest complaint (non-urgent)

Work Order

Maintenance issue

Work Order

Refund request

Work Order → LOM

Relocation request

Work Order → LOM

Airbnb modification

Reservation Workflow

Same-day early check-in

Slack

Same-day late checkout

Slack

Guest keeps calling/texting

Slack

General update

Guest Support Channel

9. Standard of Accountability

Failure to follow this process results in:

  • Delayed responses
  • Missed requests
  • Poor guest experience

Following this process ensures:

  • Clear ownership
  • Faster resolution
  • Stronger team alignment

Final Principle

When in doubt:

👉 Work Order first, Slack second

This SOP is effective immediately and applies to all Guest Services and Reservations team members.