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Front Desk
This space contains the knowledge database for this department.
Listing
This space contains the knowledge database for this department.
Maintenance & Cleaning
This space contains the knowledge database for this department.
Revenue
This space contains the knowledge database for this department.
RRHH
This space contains the knowledge database for this department.
Reviews
This space contains the knowledge database for this department.
Damages & Charges
This space contains the knowledge database for this department.
Accounting
This space contains the knowledge database for this department.
Marketing
This space contains the knowledge database for this department.
Owner Relations
This space contains the knowledge database for this department.
Finance
Process & Procedures
This book contains the processes and procedures related to the front desk.
Process & Procedures Miami
This book contains the processes and procedures related to Maintenance & Cleaning department.
Processes and procedures
You will find in this book all the processes and procedures for good practice in the revenue department. These guides will improve the team's performance since they will have a reference source to adjust their daily tasks.
Processes and procedures
The listing team guarantees that the guest has the best possible idea of what they might find at the property and what their experience will be at the units, and the team is in charge of the best performance of every listing on each platform. These processes e...
Process & Procedures Washington
This book contains the processes and procedures related to Maintenance & Cleaning department.
General Processes & Procedures
This book contains the processes and procedures that are intrinsic to the department. That is, which apply to any city.
OnBoarding Time Line
Registrations
This chapter contains the regulations for conducting registrations for units that require them.
Publish a property
These processes explains how to create a listing on each platform.
Reviews Request
This chapter contains information related to the process of requesting reviews through the OTS. It is very important that this process is completed as a complementary part of your closure call.
Cancellations
This chapter explains the processes for canceling a reservation depending on the OTA, each platform has different requirements and steps to cancel a reservation without penalty.
Suspended Listing Tracking
Every Platform has its processes depending on the reason for suspending a listing. Airbnb, Booking.com, Expedia, and Vrbo have different types of suspension for finance, quality, issues service, etc. This chapter shows how to reactive the listings depending on...
Pricing Strategy
The revenue management implies maximizing the income for the company, these are the ten essential processes for good practice in revenue.1. Market Demand Analysis 2. Customer Segmentation 3. Competitor Analysis 4. Inventory Management 5. Dynamic Pricing St...
Access & Parking
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 2024Revised by: Daniel Torres Objective Through this call, we must welcome the guest and inform them abo...
Closure Call (No Situation)
Once a reservation has ended, with the current day being the guest's check-out date, it is possible to make the closure call. Last Update: August 2024Revised by: Daniel Torres Objetive Protocol for Properly Conducting a Closure Call When No Issues Have ...
Vrbo
Process for Requesting Positive Reviews from This Platform. Last Update: July 2024 Objective Establishing the Step-by-Step Process for Requesting Positive Reviews from This Platform. Increase the number of positive reviews, understanding that these are...
Instructivo para la realización del reporte de reviews en Miami
Este instructivo describe los pasos a seguir realizar el reporte de los reviews dejados por los huéspedes que se hospedaron en las propiedades gestionadas por We Host. Paso 1: Entrar al CRM Acceso: Ingresar al sistema CRM. https://whgcrm.com/index.php ...
AirBnB
Process for Requesting Positive Reviews from This Platform. Last Update: July 2024 Objective Establishing the Step-by-Step Process for Requesting Positive Reviews from This Platform. Increase the number of positive reviews, understanding that these a...
Ticket Types
Discovering how to use the types of tickets in the CRM correctly. Last Update: July 2024 Objective Understand the different types of tickets and the situations in which they should be used. Best practices for creating tickets on CRM. Please keep in ...
How to make a situation ticket
Workflow to Properly Manage a Situation, Applicable to All Agents and Collaborators Who Are Aware of One. Last Update: August 2024Revised by: Daniel Torres Objetive Create a ticket correctly for a situation that arises during a reservation. Consider th...
How to process a Parking Request
Workflow to Properly Manage a Parking Request. Last Update: August 2024Revised by: Daniel Torres Objetive Provide correct information about the parking space provided by the unit or by us. Properly manage the reservation of the parking spot with the bu...
Manual de planificación y programación de limpiezas Washington
Manual de Instrucciones para la Revisión de Limpiezas en Washington agosto 2024 Last Update: Agosto 2024Revised by: Sofía Castaño O. Objetivo Estandarizar los procedimientos de revisión para mantener la consistencia en la limpieza. Garantizar que toda...
Procedure / Process template
general description Last Update: Month YearRevised by: Autor's Name Objetive Objetive 1 Objetive 2 Objetive 3 Important General Notes FAQ's Question ? Answer. Workflow Map Procedure Line Procedure 1. Procedure 2. Informat...
HomeToGo
How to cancel an unpaid reservation from HomeToGo correctly Last Update: August 2024Revised by: Carlos Valencia Objective Explain the process to cancel a reservation from HomeToGo through Guesty and OTA. Realease the calendar and open the availability ...
Airbnb. Suspended Listing Tracking
In the following procedure, you will find a step-by-step guide for tracking suspended listings on Airbnb using CRM tools and their connections with the departments responsible for each situation. This guide will clarify where the information is received and ho...
Booking.com Suspended Listing Tracking
general description Last Update: Month YearRevised by: Autor's Name Objetive Objetive 1 Objetive 2 Objetive 3 Important General Notes FAQ's Question ? Answer. Workflow Map Procedure Line Procedure 1. Procedure 2. Informati...
Booking.com Non-Payment Security Deposit
Como realizar una cancelación de Booking.com por no pago de depósito de seguridad Last Update: August 2024Revised by: Gabriela Valencia Objetive Mitigar el impacto de perdidas Como mediar con Booking Recomendaciones para el huésped Important Gene...
Time Line
Instructivo para revisión de gastos de ENVIROTEK
Este procedimiento es para verificar que lo que se ha facturado a la unidad, efectivamente se haya hecho o utilizado para evitar facturaciones dobles o erróneas. Así, al momento del cierre mensual no habrán mal entendidos o confusiones con los dueños de las un...
Instructivo para facturación de tareas en Breezaway
La facturación se debe realizar diariamente, cada día se factura lo del día anterior. Mediante este proceso se les cobra a los dueños de las unidades los trabajos realizados por nuestros handymans o runners. Last Update: 28 Aug, 2024 Revised by: Kelly Jara...
Fumigaciones
Last Update: Month YearRevised by: Autor's Name Objetive Mantener control del programa de pest control en cada una de las propiedades del portafolio. Workflow Map Procedure Line Las fumigaciones en las casas se programan cada mes, en apartamen...
Procedimiento para la gestión de objetos olvidados
Manual de Gestión de Objetos Perdidos/Olvidados en Reservas de Estancias Cortas –(PYP) Miami, Florida - Washington D.C - Medellín, Antioquia Introducción: Este manual proporciona directrices para la gestión de objetos perdidos o olvidados en reservas de est...
Instructivo para crear tickets de mantenimiento en los edificios
general description Last Update: Agosto 2024Revised by: Carolina Díaz Objetivo Gestionar los diferentes requerimientos de los huéspedes con respecto a las quejas sobre daños físicos del edificio o problemas de mantenimiento que estén presentando. F...