A short YouTube talk (by Mark Simpson) about implementing a very detailed check-in process for guests. The speaker says they use Google Docs to share highly detailed check-in messages, which has reduced guest questions and improved communication; they also mention multiple touch points with guests throughout a stay.
I think that we've really created that has been really transformative for us is a very detailed check in process. We use Google Docs for this and we have received a lot of positive feedback from that and it's really eliminated all the questions we used to get before that because again, common sense is not common. So you really want to make sure that you're as detailed as possible when you share the check in messages from your guests. And then throughout the stay, we have different touch points with the guests.
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