Establishing clear and accessible communication channels (e.g., messaging platforms, phone calls) for guests to reach the host or property manager.
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Glossary Term: Guest Support
33 posts
The responsiveness and accessibility of a host in addressing guest inquiries, requests, and issues promptly. This can be achieved through various communication channels, ensuring guests feel supported throughout their stay.
A guest service strategy that offers consistent and integrated support across all communication channels, ensuring guests receive prompt assistance throughout their stay.
Repair and upkeep services available to address issues that may arise at the rental property, ensuring guest satisfaction and property preservation.
Providing guests with a dedicated non-emergency contact number for any questions or assistance they may need during their stay, ensuring a smooth and enjoyable experience.
Technology used in chatbots and guest communication tools to understand and respond to guest inquiries naturally and efficiently.
Utilizing Zendesk, a customer service platform, to manage guest inquiries, automate responses, and resolve issues efficiently for a seamless guest experience.
Creating a comprehensive knowledge base within Zendesk to provide self-service support to guests, addressing frequently asked questions and resolving issues efficiently.
Establishing a system within Zendesk to categorize and prioritize guest support tickets based on urgency and importance, ensuring timely resolution of critical issues.
The ongoing interaction between hosts and guests throughout the booking process, stay, and post-stay period, facilitated through various platforms and channels.
The exchange of information and interaction between hosts or property managers and guests throughout the booking and stay process.
Communication between hosts and guests through platform messaging systems or other channels, facilitating booking inquiries, check-in instructions, and support.