Guide · Reception and operations
First response: the speed that wins bookings
How to measure your hotel's response times channel by channel, understand where hours are lost and set rules the team can maintain even in high season.
- The 20-enquiry method for measuring everything in half a day
- The three causes of delay and sustainable rules for each channel
- The checklist to print for each reception shift
Guide not yet available
The approved PDF has not been linked yet. The download and form remain disabled.
Inside the guide
Five chapters, a ten-minute read
- 01Why it matters
The guest's decision window is measured in minutes, not days: what happens while your reply is waiting.
- 02Measure your response times
The 20-enquiry method: half a day with pen and paper shows exactly where you stand on every channel.
- 03The three causes of delay
Scattered channels, information to find and repetitive enquiries: where the lost hours come from (not from laziness).
- 04Rules for each channel
Sustainable targets for email, WhatsApp, website and phone, with the traps to avoid.
- 05The shift checklist
Eight checks to print and display at reception, with a result that shows how much room for improvement remains.
Written by the team that works with more than 300 properties every day.