Care for guests and groups
Gather context, requests and multi-unit files before responding.
Two views, one responsibility
The guest timeline prevents replies without context. The group file keeps quotations, rooming lists, payers and proximity from being scattered across email and spreadsheets.
The scenario shows 12 open requests and an 18-unit Delta Group. Both are fictional and read-only.
Review sequence
- Identify requests needing operational coordination.
- Check language, consent and channel before drafting.
- Separate occupants, organisers and payers for groups.
- Make missing information visible; five rooming-list entries are incomplete.
- Prepare the next step without confirming availability, price or communication.
Documents, number plates, conversations and consent need minimisation, retention rules, role-based access and audit. Translation or summarisation may be automatic; sending, promising or changing a booking needs human review.
Before implementation, reception must validate what constitutes a conversation, who owns a group and how imported information is corrected.