Concierge Training PDF

HOW TO USE FEATHER ================== **Answering Messages:** -  - **ICONS-** If you click the right top I icon, this is what you will see: \- Guest name, phone number, email address, booking ID, where they are staying and the management income (NOT WHAT GUEST PAID)...

HOW TO USE FEATHER ================== **Answering Messages:** -  - **ICONS-** If you click the right top I icon, this is what you will see: \- Guest name, phone number, email address, booking ID, where they are staying and the management income (NOT WHAT GUEST PAID), shows how many people, their dates, address, pets, any notes on reservation - - Shows all task for reservation, create a task, send or request money, change reservation, cancel reservation, review guest and automations \- Shows assignee, home details (bedroom count, how many guest can sleep, bathroom count and types of beds), Property access codes (code to enter home and how to), Parking instructions, Wifi name and password, Amenity instructions and home secrets (Not my favorite way to check home secrets), House rules(ex. If pets are allowed), Expectations (ex: guest must climb stairs) Related bookings (i never use this) Want to copy reservation  - - - - - **FILTERS IN FEATHER WHEN SEARCHING** **THE ONES YOU USE** - - - - **Okay, I just searched up a listing and clicked on it: What does this all mean?**  - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - **Okay, now I am on the details page what does this stuff mean** **If you click on this icon on the details page this will show up:**  - - - - - - - LET'S CREATE A TASK! ==================== **IF IT IS A RESERVATION TASK** 1. **IF IT IS A NORMAL LISTING TASK (Something not related to the reservation, ex: bed frame needs to be replaced, but not during guest stay)** 1. 2. - - - - - - - - - - - - - - - - - - - **IF THE TASK IS NEEDED TO BE COMPLETE THAT DAY FOR THE RESERVATION WHAT DO I DO?:** - - - - - HOW TO TELL IF TASK IS DONE BY OPS OR MAINTENANCE MEMBER - - - **OKAY I HAVE A TASK CREATED BUT WHAT DOES ALL OF THE EXTRA STUFF MEAN:**  - - - - - - - - **How often should I check my task?** - - **Can I push task off** - CONTACTS/VENDORS ================ **WHAT IS A PREFERRED VENDOR?** - **HOW DO I SEE PREFERRED VENDORS** - - - **WHEN DO I HAVE TO CALL A VENDOR?** - - - A GUEST COMPLAINTS DURING THEIR STAY :( LETS TROUBLESHOOT ========================================================= **IF WE EVER GET A COMPLAINT OR SOMETHING IS NOT WORKING, CREATE A MONITO TASK FOR YOURSELF TO MONITOR THROUGHOUT THE DAY. AT END OF DAY IF ISSUE WAS NOT RESOLVED ASSIGN IT TO NIGHT SHIFT (GABBY OR MYHKA) IN HANDOFFS** **LOCK ISNT WORKING OR DOOR ISN\'T OPENING** - - - - - - - - - **If lock is not locking, follow the same steps** - **HVAC NOT WORKING** - - - - - - - - - - - **GUEST CAN\'T FIND PARKING** - - - **WIFI TROUBLES** - - - - - - - - **HOT WATER IS NOT WORKING** - - - - - **BUGS IN HOME** - - - - **RODENTS IN HOME** - **BED BUGS?** - - - - - - **TERMITES** - - - - - - - - - **UNHAPPY WITH CLEANING** - - **ANYTHING IN HOME IS BROKEN AND THEY WOULD LIKE US TO FIX (EX. CHAIRS)** - - **SMELL IN HOME** - - - - **GUEST REPORTS MOLD** - - **TV IS NOT WORKING** - - - - - **GUEST DOES NOT LIKE HOME AND WANTS TO MOVE** - - **APPLIANCE IS NOT WORKING (IE. LIGHTS OR MICROWAVE)** - - - - **FIRE ALARM GOING OFF** - **FOLLY BEACH REPAIRS** - **SOME HOMEOWNERS DO THEIR OWN REPAIRS** - - - **POOL IS DIRTY OR IF PORCH/OUTSIDE AREA IF DIRTY** - - - - This is a great start to troubleshooting and what to do when issues arise, if I missed any please ask! The quicker we fix an issue, the less likely we will have to refund a guest! UNHAPPY GUEST ASKING FOR A REFUND ================================= Unfortunately, guests will be unhappy from time to time and ask for a refund. In this case, let guests know thank you for the feedback, we will relay this information to management and they will reach out to you soon. 1. 2. 3. 4. 5. Once management decided on refund, they will contact guest and create a refund task for Amber If the guest left the home or they are being unreasonable, we can send them to Airbnb, VRBO or Marriott to handle the situation HOME SECRETS ============ Home secrets is all the info about the home and can be very useful!  **So what is this all?** - - - - - - - - - - **When do I use Home Secrets?** - LOST AND FOUND ============== - - - - - - - - - - - - - CANCELATION POLICY AND WHAT WE DO ================================= - - - - - - - - - - - - - - **Guest wants to cancel and wants refund but their policy does not cover it** - - - - GUEST WANTS TO CHANGE DATES =========================== - - - - - - - **How do we add or remove nights?** - - - - - **Airbnb:** - - - - - - - - HOW TO CANCEL A RESERVATION =========================== - - - - - - - - - - - - HOW GET AN EARLY CHECK IN FEE, PET FEE, LATE CHECKOUT FEE OR PET FEE ==================================================================== **Early and Late Check in** - - - - - - - - - - - - - - - Pet fee - - - - - - - - GUEST DOES NOT WANT TO PAY ECI OR LCO FEE ========================================= - - - - COMPANIES WE USE ================ - - - - - - - - Wonderer Info - - - - - - - HANDOFFS ======== At the end of each concierge shift, you will crest handoffs for night shift, This helps night shift get caught up with the day. Anything they should know please add - - - - - At the beginning of each concierge shift, look at handoffs from the night before given by Gabby or mykha and morning phones shift. See what is in progress and what needs to be done. Ask morning phones what has been done. Comment in thread to see progress. Please have these task finished by end of day unless we cannot bc of a vendor or bigger issue RANDOM ====== - - - - - COMMUNICATION WITH FLUFFY ========================= - - - - - - - - DIALPAD ======= You are on the concierge line - - - - - - - - - - - When calling someone from DIALPAD, make you you are calling from concierge line, if not, they will have your personal DIALPAD number You can put a guest on hold if you do not know something or need to search something up PARKING PASSES ============== - - - - - - 493 king parking - - - On street parking is free from 5 pm to 8 am daily or they can park for 2 hours at a time on the street If we cannot provide pending passes, we recommend a local Garage. Best one in downtown is 558 king street Parking passes are for District H, they have to fill out a pass each day with their car info and put it in the window of their car. The pass bypasses the 2 hour parking HOW TO KNOW WHAT OPS PERSON TO SEND TO DO THINGS ================================================ - - - SLACK MESSAGES: ===============  External Connections: - - - - - Reservations: - - - - - Operations: - - - - Housekeeping - Software: - Guest Experience: - - Channels: - - - - - - - - - - - CHECKING SAME DAY RESERVATIONS ============================== If you are on concierge everyday at 2 pm, we will check same day bookings **Why do we do this?** - - **What to do if home becomes flip** - - **How do we see last minute reservations?** **1st Way:** Step 1: Click on reservations in feather Steph 2: Click Filter Step 3: Filter to Recently booked Step 4: Look at the dates to see what was confirmed at today and their check in being same day **Way 2:** Do same step one Step 2: press confirmed at twice This will show check ins created that day at the very top **IF IT IS A STAY DUVET OR VRBO BOOKING, WE HAVE TO GET ID BEFORE SEND ROOM READY OR CODE** POOL HEATING FEE ================ - - - - - - - - - WHAT IS HELP DESK ================= - - - - - REVIEWS ======= - **How do I respond back to a review?** - - - - - - - - - Black is public review, Gray is review they gave just to us  Only respond to the info from black lettering in review Ex of Response: - - - -