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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.

Last Update: July 2024

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.

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.

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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.

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)

 

  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”).

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