Guest Management Procedures

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Questions and Answers

What information is NOT directly displayed when clicking the icon in Feather?

Email address

Guest payment details (correct)

Property access codes

Booking ID

Which task can be created in Feather related to a reservation?

Request property inspections

Change reservation (correct)

Redesign property interior

Update listing photos

What does the related bookings section in Feather primarily help with?

Displaying guest payment history

Viewing open tasks

Linking to similar reservations (correct)

Providing past guest reviews

What type of task can be created if it is unrelated to a reservation?

Replace a bed frame Signup and view all the answers

Which of the following is important information shown in Feather about the guests?

Number of pets they have Signup and view all the answers

What is the recommended action if a guest reports a complaint during their stay?

Create a MONITO task to monitor the situation throughout the day. Signup and view all the answers

If a guest cannot find parking, what should be done?

Create a task to find out more about guest parking options. Signup and view all the answers

When dealing with a complaint of 'bugs in home,' what is the first action to take?

Create a MONITO task to monitor the situation. Signup and view all the answers

What should you do if a lock is not working?

Follow standard troubleshooting steps for lock issues. Signup and view all the answers

How should you react if the HVAC is not functioning properly?

Create a task to monitor throughout the day. Signup and view all the answers

When is it important to call a vendor?

Only when the issue cannot be resolved internally. Signup and view all the answers

What should you do in response to a guest's request for a refund due to unhappiness?

Assess the situation and determine if the complaint warrants a refund. Signup and view all the answers

What defines a preferred vendor?

A vendor that meets certain standards established by the team. Signup and view all the answers

What action should be taken if a guest is unreasonable after leaving?

Send the guest to Airbnb, VRBO, or Marriott. Signup and view all the answers

What should be relayed to management after receiving guest feedback?

Management will reach out to the guest soon. Signup and view all the answers

What is one way to handle a guest's request for a refund if their policy does not cover it?

Redirect the guest to discuss the matter with management. Signup and view all the answers

What is recommended at the end of each concierge shift?

Create handoffs for the night shift. Signup and view all the answers

What document should be checked at the beginning of each concierge shift?

Handoffs from the previous night shift. Signup and view all the answers

What process is involved in adding an early check-in or late checkout fee?

Fees should be communicated to the guests in advance. Signup and view all the answers

If a guest wants to change their dates, what is the first step to take?

Check the policy for changing reservations. Signup and view all the answers

What is a primary purpose of Home Secrets documentation?

To provide vital information about the home. Signup and view all the answers

What should you do if you are unsure about something while on the concierge line?

Put the guest on hold. Signup and view all the answers

What time is on-street parking free?

From 5 pm to 8 am daily. Signup and view all the answers

What is required from guests when they use parking passes for District H?

They must display their parking passes with car info. Signup and view all the answers

How often should same-day bookings be checked?

Every day at 2 pm. Signup and view all the answers

Which step comes first when filtering recent bookings in Feather?

Click on 'Reservations'. Signup and view all the answers

In case of a review, what color indicates a public review?

Black. Signup and view all the answers

What must be done before sending room ready or code for a stay Duvet or VRBO booking?

Get the guest ID. Signup and view all the answers

Which of the following is NOT a recommended parking option if pending passes cannot be provided?

The company parking lot. Signup and view all the answers

Study Notes

Dealing with Guest Feedback

Thank guests for feedback, relay to management, they will contact guests soon.

Refunds

After management decides on refund, contact the guest and create a refund task for Amber.

Guest Issues

If guest is unreasonable, refer them to Airbnb, VRBO or Marriott.

Home Secrets

Home secrets contain helpful information about the home.

Lost and Found

Create a task to handle lost and found items.
Contact guest to find appropriate method for retrieval.

Cancellation Policy

If a guest wants to cancel for a reason not covered in their policy, confirm the cancellation policy with them.
Explain the cancellation policy with them.

Guest Changes Dates

Update the reservation in Feather to reflect date changes.

How to Add or Remove Nights

Use Feather to add or remove nights for a reservation.
Update the dates in Feather to reflect changes in the reservation.

Airbnb

Use Feather to cancel reservations.

How to Cancel a Reservation

Create a cancellation task to handle the cancellation.
Explain the cancellation policy to the guest.

Fees

Use Feather to add early check-in, late check-out, pet fees, and pool heating fees.

Guests Not Wanting to Pay Fees

Explain to the guest why fees are necessary.

Companies Used

Use Wonderer for reservation management.
Use Wonderer to access information for reservations.

Handoffs

At the end of a shift, create handoffs for the next shift.
At the beginning of a shift, review handoffs from the previous shift.
Use handoffs to ensure continuity of service.

Feather

Use Feather to:
- Answer messages from guests.
- Create tasks for reservations and property maintenance.
- Send or request payments.
- Change reservations.
- Cancel reservations.
- Review guests.
- Add automations.

Understanding Feather Icons

The "I" icon:
- Provides guest name, phone number, email address, booking ID, home details, property access codes, parking instructions, Wi-Fi name and password, amenity instructions, house rules, expectations and home secrets.
The "Task" icon:
- Displays all tasks for a reservation.
- Allows for creating new tasks.

Feather Filters

Use filters in Feather to search for:
- Check-ins.
- Checkouts.
- Arrivals
- Departures.
- Open tasks.
- Completed tasks.

Feather Details Page

The details page in Feather provides a summary of the reservation including:
- Guest details.
- Home details.
- Amenities.
- Reservation dates.

Creating Tasks in Feather

To create a reservation task:
- Select the reservation in Feather.
- Click the "Task" icon.
- Select the type of task.
- Enter the task details.
- Assign the task to the appropriate person.
- Add any necessary notes.
To create a non-reservation task:
- Go to the "Tasks" tab in Feather.
- Click "Create a Task".
- Select the type of task.
- Enter the task details.
- Assign the task to the appropriate person.
- Add a description of the task.

Tasks to be Completed the Same Day

Create a "Same Day" task for urgent tasks.
Assign the task to the appropriate person.

Checking Task Status

Use Feather to track task completion.
In Feather, if someone has completed a task, the task status will change to "Complete."
If the task is not completed, the task status will remain as "Open."

Task Details

Each task has a description of the task and any necessary details.

How Often to Check Tasks

Review tasks frequently to ensure timely completion.

Pushing Off Tasks

Use Feather to postpone tasks if necessary.

Preferred Vendors

Preferred vendors are pre-approved vendors that Wonderer recommends.

Finding Preferred Vendors

Go to the "Vendors" tab in Feather to see preferred vendors.

Calling Vendors

If a guest has an issue and you are unable to resolve it, contact a vendor.

Guest Complaints During Their Stay

Create a monitoring task for yourself if a guest complains.
Assign the task to the night shift if the issue is not resolved.

Troubleshooting Lock Issues

If a guest reports a lock issue, try the following:
- Check the batteries in the lock.
- Ensure the lock is properly aligned.
- Try using a different lock if available.

Troubleshooting HVAC Issues

If a guest reports an HVAC issue, try the following:
- Ensure the thermostat is set to the correct temperature.
- Check the breaker for the HVAC unit.
- Ensure the filter for the HVAC unit is clean.

Troubleshooting Other Common Issues

If a guest reports a common issue within the home, try the following:
- Check the internet connection.
- Check the hot water heater.
- Check for bugs, rodents, or mold.
- Ensure the cleanliness of the home.
- Ensure all appliances are working.

Guest Requests for a Move

If a guest wants to move, you will need to try to find a new home for them, and coordinate this with management.

Guest Unhappy with Home and Requests Refund

If a guest requests a refund, you will need to create a refund task for management to review.

Random Notes

Ensure you have updated documentation.

Communication with Fluffy

Create a task for Fluffy for any cleaning needs within the home.

DIALPAD

Use DIALPAD to make and receive calls.
Use the "Hold" feature when necessary.

Parking Passes

Provide parking passes to guests.
Parking passes are for District H.
Guests can park for free on the street from 5 pm to 8 am daily.
Guests can park for 2 hours at a time on the street.
Recommend a local garage for guests who cannot obtain a pass.

Who to Send for Repairs

Use Feather to track the status of work orders.
Create tasks within Feather for work orders.
Assign tasks to the appropriate operations person.

Slack Messages

Check Slack to stay up to date on any ongoing issues.
Use Slack to communicate with other members of the team.

Checking Same Day Reservations

Check same-day reservations to ensure the homes are ready for arrival.
Update the reservation in Feather.
Inform the operations team if the home needs to be flipped.
Use Feather to see newly confirmed reservations.

Stay Duvet and VRBO Reservations

Obtain I.D. before providing access codes for Stay Duvet and VRBO reservations.

Pool Heating Fee

Add a pool heating fee to the guest's reservation.
Keep a record of the pool heating fee.
Follow up with the guest to ensure the fee is paid.

Help Desk

The Help Desk provides support to guests.
Use Feather to track issues reported to the Help Desk.

Guest Reviews

Respond to guest reviews promptly.
Only respond to the public portion of the review.
Make positive and polite responses.
Be informative and helpful, and offer solutions to any issues raised by the guest.

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Description

This quiz covers essential procedures for managing guest feedback and reservations effectively. Topics include handling refunds, cancellations, and guest issues while providing valuable home information. Test your knowledge on using tools like Feather for updating guest reservations.