To be retained
- Define a common procedure and a specific sheet per dwelling.
- Automate foreseeable reminders, never managing an incident.
- Assign a lead and a backup solution to each critical step.
Mapping the guest's journey
List key moments: confirmation, arrival preparation, access dispatch, check-in, first evening, stay, departure and follow-up. For each, note the expected information, channel, hour, responsible person and scenario in case of failure.
This map reveals duplicates and areas without owner. A code sent by two people is as problematic as a forgotten code.
Separate the common model from property data
The tone, message structure and checklist can be common. Address, parking, codes, access photos, Wi-Fi and amenities remain specific. Centralize this data in the property form so that a modification does not depend on several copied documents.
One Logbook helps the team to share the right link and limits errors between two nearby properties.
Automate only what is stable
Confirmation, reminder and departure check-in can follow a model. On the other hand, a breakdown, early arrival or household problem requires a human response. Plan alerts and climbing rules rather than automatic succession of inappropriate messages.
Review the scenarios regularly with the field team: they see the doors changed, the works and the equipment replaced.
Measuring quality rather than message volume
Follow repetitive questions, urgent appeals, blocked arrivals and information consulted. If passengers always ask for parking, the answer may not be visible enough or it arrives too late.
The goal is not zero message. A good system eliminates foreseeable demands and makes the remaining exchanges more useful.
Frequently asked questions
Can we use the same booklet for all property?
Each dwelling must retain its own access, facilities and information. However, a common structure can speed up creation and control.
Which messages automate priority?
Start with confirmation, pre-arrival and departure reminder, with a mechanism allowing the team to regain hands in case of a response or incident.
How to avoid sending the wrong code?
Centralize the active code in the property card, assign the update to a person and check the route before each arrival.