Most arrival-day questions are predictable: when can I check in, where do I park, how do I get the key. A short, accurate message before arrival answers them once, while staff keep the personal touch for special requests. These four steps start with one property and keep reservations staff in charge.
Step 1 — Write the templates
Goal: Agree what every guest should know.
- List the questions guests ask most before arrival.
- Write a short approved template per stay type.
- Keep property details, such as parking and check-in times, in one place with an owner.
- Pick one property to start.
You finish with: Approved templates and one source of property information.
Step 2 — Connect bookings
Goal: Read the details each message needs.
- Read upcoming bookings from the reservation system with limited access.
- Use only the guest’s own booking details in their message.
- Decide how many days before arrival to send.
- Count routine arrival questions for a baseline week.
You finish with: Bookings feeding draft messages on schedule.
Step 3 — Draft, flag and send
Goal: Send accurate messages and catch exceptions.
- Draft each message from the template and the booking.
- Flag special requests, accessibility needs and unusual bookings for staff.
- Send approved messages on schedule.
- Route guest replies to the reservations team.
You finish with: Timely messages and flagged requests handled by staff.
Step 4 — Measure and refine
Goal: Show fewer arrival-day questions.
- Track routine arrival questions per stay.
- Track on-time messages and flagged requests.
- Update templates when guests keep asking the same thing.
- Add properties only after the first one works.
You finish with: Measured drop in routine questions and better templates.
Common pitfalls
- Letting the assistant promise upgrades, early check-in or refunds.
- Using property information nobody keeps current.
- Missing special requests hidden in booking notes.
- Sending to every property before one works well.