Guest Experience
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      1. Company Playbook
      2. Guest Experience

      What does Guest Services do?

      Here are all the functions, responsibilities, duties, and processes for Guest Services Coordinators

      Key Measurables (DRAFT LINK)

      • Phone Resolution Successful
      • Dispatch Resolved: Service request resolution w/out escalating to Priority 2
      • Bookings
      • Reviews (1-3 star, 4+ star, 85%)
      • Refunds
      • Guest Wellness Check Ratings
      • Cancellations
      • Direct & Rebookings

      Core Processes

      RESERVATIONS

      1. Reservations - Inquiry Management (Reactive) GS Core Process: Reservations - Inquiry Management
        1. Schedule for coverage
        2. Opportunity Pipeline Management

      1. Reservations - Sales Tools (Proactive) GS Core Process: Reservations - Sales Tools
        1. Rebooking Past Guests
        2. Gap Night Sales
        3. Discounts 

      1. Reservations - Administrative Tasks 

      GS Core Process: Reservations- Administrative Tasks

      1. Payment management
      2. Guest Agreement enforcement and compliance
      3. Cancellations
      4. Guest Moves

      GUEST MANAGEMENT

      1. Guest Management - Guest Issue Support

      GS Core Process: Guest Management - Guest Issue Support (Kendall)

      GS Core Process: Guest Management - Guest Issue Support

      1. Schedule for coverage
      2. Issue management and responsibilities
      3. Reservation flag management
      4. Lost & Found Management
      5. Submitting and processing guest feedback for improvements

      1. Guest Management - VIP/First Guest Program

      GS Core Process: Guest Management - VIP/First Guest Program

      1. Will define by May 15th

      REPUTATION MANAGEMENT

      1. Reputation Management - Guest Communication & Reviews

      GS Core Process: Reputation Management - Guest Communication
      GS Core Process: Reputation Management - Reviews

      1. Proactive outreach (Check-In, Wellness, Check-Out calls/messaging)
      2. Solicit Reviews
        1. Lazy 5-star - need an ask
        2. 4-star: Need an ear; confirmation we’ll solve the issue; and an ASK that they review us personally as 5-stars
        3. 1-3 stars: Documenting issues. Empathizing and asking if they’d be kind enough not to review at all
      3. Respond to Reviews
      4. Follow up on issues with tickets assigned to teams responsible for resolution. 

      1. Reputation Management - Refunds

      GS Core Process: Reputation Management - Refunds

      1. Escalation Process
      2. Front-line refund tools and techniques

      Guest Operations (GuestOps) Coordinators:

      DISPATCH & VENDOR ROLE - Scheduling and Resource Planning

      GOAL: ensure that any issue impacting a guest/owner today or imminently is resolved.

      Ticket View (Hubspot)

      • Manage assigned Techs for the day ensuring they are optimally scheduled and routed
      • Schedule for all Service Requests, and Critical/Urgent escalations
        • Service Requests
        • Guest Damage (Critical/urgent)
        • Critical/Urgent Jobs
        • Critical/Urgent projects 
      • Ensure efficient routing to minimize wasted drive time
      • Ensure job instructions are clear to include the supplies or special tools they will need to succeed on their first visit.  

      Dispatch

      • Dispatcher - Core Process Document
      • Schedule techs same-day for Priority 1 occupant requests.
      • Provide tech clear instructions and job details so that they can be prepared and succeed on their first visit.
      • Reschedule OR Escalate to CM Billable (vendor or internal) service requests that are status’s
        • Reschedule
        • Unable to start
        • No Solution in Place
        • Temporary Solution in Place
      • Approve service requests that are Resolved
      • Provide daily input to MaintSupah team (Michael/Zac/Amy) to ensure that he knows all unresolved Service Requests that are callbacks or escalations.
      • Escalate to a Vendor when tech determines it must become Priority2
      • Be the Single Point of Contact (SPOC) for service request tickets for the field staff/maintenance team. 

      Vendor (Critical)

      • Use the approved Vendor list, or other resources, to resolve Priority 2 home issues (critical/urgent) quickly so that homeowner & guest stays are minimally impacted
      • Draft estimates providing detailed scope and detailed pricing with the goal of getting homeowners to approve the work 
      • Ensure vendors adhere to invoicing guidelines, provide W9s and understands the company payment timeline. The  Del Mar Invoicing Guidelines PDF should be shared with Vendor to facilitate this process.
      • Review and Approve Vendor invoices w/markup (Finance)