Welcome Call

Once a reservation is confirmed and has a future date on the calendar, it is necessary to make a welcome call before the check-in.

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Last Update: July 2024
Revised by: Daniel Torres

Objective

Through this call, we must welcome the guest and inform them about the most important topics to consider before and during their stay. The communication should be reciprocal, addressing and resolving any requests the guest makes during the call.

Important: During this call, no information related to property access, such as access codes or any other details that could enable the guest to enter the property, should be disclosed. This information is provided through automated messages generated by Guesty.

• Mood of the call: Happiness, helpfulness, cooperation, intuition, cordiality, effectiveness.
• Agents must introduce themselves with their name in every communication via SMS, call, chat, or WhatsApp.
• A complete welcome call results in the registration process being fully completed, parking requests addressed, and inquiries resolved.
• Establish an effective communication channel with the guest to enhance their perception of quality and to introduce the general rules and regulations of each building for a safe and suitable stay.

Please keep in mind that if you establish communication with the guest by any means, including chat, you should take advantage of that communication to request a phone number in order to make the welcome call and provide the pertinent information.

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FAQ's

Which reservations can I make a welcome call to?

• You can make a welcome call to any confirmed and paid reservation available on the Front Desk Dashboard. Priority should always be given to reservations with check-in today that have not yet received a welcome call.

How does making a welcome call affect my KPI?

• Once you have completed the entire welcome call procedure as explained in this document, the system will award you 0.25 FDP (Front Desk Performance Points). These points will accumulate throughout the current month, and the agent with the highest number of FDP points at the end of the month will be named Agent of the Month and will receive an additional bonus. You can check the agents' ratings in real time from our Front Desk Control Panel, which is also available on the TV in the break room. Also you can check it from this link. Front Desk TV 

What happens if I mark a welcome call by mistake?

• You must inform your manager, who will reverse the marking to prevent the system from detecting fraud.

Who should I call first?

• All reservations with check-ins today are a priority, but you can call anyone with a future check-in. However, please consider reservations that are particularly difficult to contact, such as those from EXPEDIA. These guests may not receive much of the information we send automatically, and it is vital that we can get in touch with them. Please follow the instructions in the EXPEDIA contact guide to find the correct phone number to make the call.

Please never confuse the roles of EVIROTEK or WHOST. In the CRM, you will find notable differences between the two, such as the green color in the reservation header or the identification just below the unit's name.

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Procedure Line 

After selecting a reservation, locate the guest's phone number at the top of the corresponding reservation window. You will find that the numbers start with 00; this is the prefix for dialing through 3CX. However, you can replace the initial 00 with 9 if you are unable to make contact or if you want to verify with another operator that can reach the phone line you are trying to call.

The standard phone dialing format is:
(00 / 9) Prefix for dialing in 3CX + (Country code) + (Phone number)
if you are dialing with prefix 9 and you'r trying calling out USA, please use: 9 + 011 + (Country code) + (Phone number)

For  EXPEDIA reservations that do not have a phone number in the system or where the phone number needs to be confirmed, please follow the guide to find the phone number directly from the Expedia platform.

Creating a welcome call ticket

Select the Ticket Tag: Choose the "Welcome Call" ticket tag to automatically set the appropriate title. Enter Ticket Details: Include a summary of the guest's details and any specific information relevant to the welcome call. Ticket Type: Select "Service" for this type of request. Set Priority: The priority for welcome call tickets is typically Normal. Schedule Date and Time: You should specify the date and time by which the welcome call should be made, which is typically before the guest's check-in time, usually by 4 PM.

If you made a call to the guest and they did not answer, the ticket status should remain "In Progress." It is very important to leave a comment on the ticket each time you attempt to make a call.

Welcome and presentation

1. Give a warm welcome as the “HOST” responsible for the unit. (Use the word “host” after introducing yourself with your name to avoid making incorrect distinctions about the company, as we have two roles: “ENVIROTEK” and “WHOST”).

2. Remind the guest that we have 24/7 customer service and that it is very important to always prefer calling to have a better way to quickly address any requirements they may have. Remember the phone lines: +1 786 796 1393 / +1 786 539 4716.

   You can write to us at frontdesk@wehostgroup.com or through the app channels.

It is mandatory and very important that you mention your name and inform the guest that you will be responsible for them during your shift. After your shift, the guest can find support from your customer service colleagues.

House Rules

1. Kindly remind the guest of the general house rules:
   
   
   • • Not suitable for pets.
     • Smoking is not allowed.
     • Parties or events are not allowed.
     • Quiet hours required 10PM to 8AM
     • Guest verification policy: The units may require proof of identity, needing an ID from each guest, as well as a background check for the Washington units.

On the page of each listing in the CRM or from the registration panel, you can verify the identification requirements needed for the guest by the unit. 

Fees and amenities use

1. Remind the guest of any additional charges that may apply to the unit, such as resort fees, reservation fees, or other applicable fees. Please refer to the Check-In instructions for each property to confirm this information with the guest, especially those required for unit access.
2. Also, mention any restrictions on amenities, particularly regarding pools. Washington units, in particular, have date restrictions for availability.
3. It is very important to mention the use of air conditioning and its features, especially whether it is central or if the unit does not have individual control (Ask for Washingtong AC updates).

Registration Process

Some units have a special access condition requiring a registration procedure, where we generally ask the guest to identify themselves before entering a unit, along with their companions.

Depending on the unit, an additional background check may be required, which the guest must complete.

1. Identify if this reservation requires any prior registration process: From the reservation window, locate icon like a bookmark, which will display a pop-up window to enter the identification and names of the guests. 
   
   

   Unregistered Booking

   Registered Booking

   
   
   
   
2. You must enter the full names as they appear on each guest's ID, along with a picture of each identification. Once you have completed this for all members, you must change the status of the registration to "In Process."

The agent responsible for registering the identification information you have uploaded correctly will carry out the process required for each unit and will record this on our CRM registration page.  This agent will be the only person who can set the status to 'Done' for these records

Always try to obtain the necessary IDs for registration during the same contact call with the guest. Regardless of the lead time, it is always better to have this information before the day of check-in

Parking Process

In the process of requesting a parking space, we have two scenarios depending on whether we are the ones assigning and charging the guest for the parking, or if it is the building or unit that does so. Additionally, some units offer the parking space for free or include it in the rental service.

Where can I find information about the unit's parking?

Consulting the listing directly in the CRM, you can access the listing from the reservation by clicking on the listing image that appears in the upper right corner of the view. If your computer has a screen resolution lower than 1390 x 900, the right side panel of this view may not be displayed.

Once in the listing window, you will find very relevant information about the listing in the left side panel, including the parking conditions.

Once you have the information clarified, share the parking conditions with the guest according to the unit.

If we are the ones charging for the parking (Washington Units), please note that it is necessary to create a Charge ticket with the specifics of the case.

Select "Parking" from the "Charge From" dropdown button. In the "Charge Value (USD)" field, enter the total amount the guest needs to pay. In "Payment Method," specify the method or platform through which we are collecting the payment, which may be Airbnb (Money Request) or via a payment link sent through charge-automation. In "Transaction Info," include the payment details, such as the number of days requested. In "Case Summary," provide additional details about the request. The ticket status should remain "Pending" until you confirm full payment. Once we are certain of the payment, change the status to "Done." Always leave notes for each event until the payment is complete. Similarly, add comments about the procedure for informing the buildings and ensuring that the service will be provided by the building without issues for the guest, and that the guest understands the conditions of having parking at the unit.

Door code / Access

Please note that some units require smart access and additional applications to enter, which may require the guest to download apps such as August, or you as the agent to verify additional information through the unit's access platform.

Always check the relevant videos in the Media Files for each listing to see if there is an instructional video on how to use the lock for that unit. Share that video with the guest if necessary.

• August 
  

• Stay My Way

• Key Cafe

Early Check-In Inquiry

Many of our guests may request early access to the unit, meaning they want to enter at any time before 4 PM (Local Time). For these cases, it is very important to follow this procedure to avoid inconveniences for the guest or complications at the time of entry, especially to prevent congestion or potential issues with the building's front desk.

We receive the guest's request for early check-in but cannot guarantee or authorize it. The department responsible for authorizing these entries is the maintenance and cleaning department. It is our duty to create a service ticket correctly to avoid giving the guest false expectations about the authorization.

The preparation of this ticket is very sensitive, so please take your time to confirm the information and complete it accurately.

First, select the ticket tag "Early Check-In," which will automatically set a title on the ticket. Please do not change this title.   In the ticket notes, summarize the request by confirming the time the guest has requested for early check-in.   In "Ticket Type," select only "Service." This ticket should always be a Service ticket. The priority for these requests is always high, unless it is an urgent request or a pressing case as indicated in this example.   It is crucial to select the correct date and time for the guest's early check-in in the "Schedule Date and Time" field. This is very important and must be done accurately, as it allows maintenance to view these requests in a timely manner. Status must be always on Pending

Once the ticket is completed correctly, you must monitor the authorization from the maintenance and cleaning department to communicate the result of the authorization to the guest.

Always review the "Earlies and Lates" dashboard on CRM, especially during the morning shift, to notify the guest as soon as the early check-in authorization is granted or denied.

On this board, you will see the authorization result in the "Authorized Status" column, with the status set to "In Progress."

Special Inquiry

Some guests have special requests that we need to be very mindful of. Each such request should be created under a new Service ticket, with the date and time when the request should be fulfilled.

Finishing the Welcome Call Process

Once you have completed all the previous procedures, you should mark the welcome call as completed by clicking the "Welcome" button in the upper right corner of the reservations panel in the action bar.

The system will save this information and assign a corresponding score of 0.25 FDP. You can verify this information in your statistics and on the front desk TV.

Please note that the system verifies that a call was made at the time you mark as having completed the welcome call. We check the call recording to ensure that all information was provided correctly and that the procedure was followed as explained in this guide.

Finalize the welcome call ticket by changing the status to "Done."