Mark Simpson explains how to build a guest messaging playbook by delegating to a VA, then reviewing 1.5 to 2 years of past messages to spot common questions and recurring issues. Document the answers and solutions to create a growing reference guide.
We brought in va. So our first thing was, okay, let's get the messaging off their plate. So essentially what we did is just went back into, you know, one property at a time. Went back into, like, a year and a half to two years of guest history and looked down the messages. What are the common questions being asked? What are the issues? What are the answers to those questions, and what are the solutions to those issues? And you'd be surprised how big that the playbook can become just from going back previously, if you haven't started one yet.
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