Operational notes from reception

Articles

1. Reception and operations

   From 3 hours to 15 minutes: what really changes in the first response

   First response time does not appear in any hotel PMS, but it determines where the booking ends up. How to measure it and where to win back time.

   4 min

2. Direct bookings

   The perfect quote arrives second. The good one arrives first

   The guest writes to three hotels at once: why speed beats perfection and how to maintain quality without losing hours.

   4 min

3. AI for hospitality

   "What if AI gives the wrong answer?" The right question, with an honest answer

   Human approval, boundaries by enquiry category and traceability: how to remain genuinely in control.

   5 min

4. Reception and operations

   The 10 repetitive enquiries that consume reception's day

   The questions that return unchanged every day, and how to decide their fate: automatic reply, draft or handover to the team.

   5 min

5. Revenue and distribution

   What an OTA booking really costs you

   It is not just the commission: guest data, upselling and loyalty. The calculation to make before deciding that the platform pays off.

   4 min

6. Guest experience

   The in-room QR code guests actually use, and the one they ignore

   WhatsApp beats apps that need to be downloaded: what to put behind the code so guests scan it, and what to leave out.

   4 min