Running a successful serviced accommodation business involves more than just securing properties. In this guide, we’ll walk you through a comprehensive 16-step process to ensure a smooth guest check-out process. By following these steps, you’ll not only enhance the guest experience but also safeguard your business and property.
1. Understanding the Inquiry
When an inquiry comes through, it’s crucial to gather specific details. Explore the dates of stay, number of guests, reasons for their stay, and any additional requirements like parking. This initial information sets the foundation for a successful transaction.
2. Documenting Offers
Always put your offer in writing, whether through email or a platform message. Documentation is key for legal protection and resolving potential disputes. This step ensures clarity and transparency in your business transactions.
3. Securing Payments
Once your offer is accepted, promptly request payment. Whether it’s a direct booking or through an OTA platform, ensure the payment process is seamless. This step marks a crucial point in confirming the reservation.
4. Channel Manager Updates
If you’re using a channel manager, update it with the booking details. This prevents double bookings and keeps your availability synchronized across platforms like Airbnb and Booking.com.
5. Coordination with Housekeeping
Notify your housekeeping team as soon as the booking is confirmed, especially if the check-out is within the next 90 days. Timely communication ensures your property is ready for the next guest.
6. Guest Communication Automation
Set up automated messages to guide your guests. A welcome message, pre-arrival form for ID and terms and conditions, and how-to videos can be scheduled, creating a seamless experience for your guests.
7. Day of Check-In Automation
On the day of check-in, send an automated email around noon providing all the necessary information for a smooth arrival. This ensures guests are well-informed about the check-in process.
8. Post-Check-In Follow-Up
For stays of 7 days or longer, schedule an automated checkup email within 24 to 48 hours through your channel manager. This serves as a proactive measure to address any issues and gauge the possibility of an extension.
9. Potential Extension Inquiry
Closer to the checkout date, inquire about a potential extension. This simple step can prevent guests from booking through OTA channels, saving you commissions and securing longer stays.
10. Check-Out Rules Automation
Set up email automation to inform guests about check-out rules. Clear communication ensures a smooth check-out process and minimizes any potential misunderstandings.
11. Guest Check-Out
On the day of check-out, ensure your housekeeping team is prepared. A well-coordinated effort ensures a quick turnaround for welcoming the next guest.
12. Post-Check-Out Review Request
Send a thank-you message to your guests and request a review. Positive reviews contribute to the credibility of your business and attract more guests.
13.Continuous Improvement
After completing the 16-step process, rinse and repeat. Regularly evaluate and refine your processes to enhance efficiency and guest satisfaction.
Conclusion
By implementing these 16 steps, you not only streamline your operational processes but also create a positive and memorable experience for your guests. This comprehensive guide aims to assist you in building a sustainable and successful serviced accommodation business.
