Actively monitoring, responding to, and leveraging guest reviews to improve services, address concerns, and enhance online reputation.
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Glossary Term: Customer Service
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Developing effective communication and negotiation techniques to handle guest inquiries, resolve conflicts, and secure bookings at optimal rates.
Strategies and techniques used to address and potentially lessen the impact of negative reviews from guests, including prompt responses, apologies, and resolutions.
The process and effectiveness of a host in addressing and resolving guest complaints or issues that may arise during a stay, aiming for mutually satisfactory solutions and maintaining positive guest relationships.
The speed at which hosts respond to booking inquiries and guest messages, crucial for securing bookings and providing excellent customer service.
The timeframe within which a host aims to respond to booking inquiries or quote requests to secure reservations effectively.
Having efficient systems in place to address guest issues promptly and effectively is crucial for maintaining positive reviews and guest satisfaction.
The process of efficiently handling multiple guest inquiries, booking requests, and messages to ensure timely responses and a positive guest experience.
The proactive approach of monitoring and managing all aspects of the guest experience, from pre-booking to post-stay, to ensure satisfaction and positive reviews.
Direct telephone assistance offered by Airbnb or VRBO to hosts and guests for technical issues, booking inquiries, or emergency situations.
A detailed questionnaire sent to guests after their stay to gather specific feedback on their experience, property amenities, and areas for improvement.
Actively seeking and responding to guest feedback to identify areas for improvement and enhance the overall guest experience.