The exchange of information, inquiries, and updates between guests and hosts throughout the booking and stay process.
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Glossary Term: Customer Service
116 posts
A business philosophy that prioritizes the needs, preferences, and satisfaction of guests in all aspects of short-term rental management and operations.
The exchange of information, inquiries, and updates between guests and hosts throughout the booking process and duration of the stay.
A personalized and attentive approach to guest communication and support, exceeding expectations and fostering positive relationships with renters.
A customer service and support ticketing system that can be used by short-term rental hosts to manage guest inquiries, resolve issues, and track communication.
Assistance and support provided to guests throughout their stay, addressing their needs and resolving any issues.
Continuously implementing improvements and exceeding guest expectations to achieve and maintain high ratings and positive reviews.
Comprehensive training programs designed for employees who directly interact with guests, such as cleaning staff, maintenance personnel, and on-site property managers.
All aspects of a short-term rental business that involve direct interaction with guests, including communication, check-in/out, concierge services, and handling guest requests.
Systematically collecting, analyzing, and responding to guest reviews and feedback to improve services, address concerns, and enhance reputation.
The process of effectively communicating with short-term rental guests before, during, and after their stay, addressing inquiries, providing instructions, and resolving issues promptly.
A documented procedure outlining how guest complaints, issues, or emergencies are handled and escalated within a short-term rental business.