uestsmiths
MANAGED HOSPITALITY SUPPORT
Managed Guest Communication and Operations Support for Hospitality Businesses
Guestsmiths manages approved guest communication, reservation administration, pre-arrival and in-stay support, PMS/OTA coordination, operational follow-up, and related guest-experience workflows under your hotel's rules.
Clear monthly services. Defined responsibility. No employee for you to recruit and supervise.
Built for independent hotels, inns, B&Bs, event planners, venues and small event teams.
START HERE
Choose the support built for
your business
Each pathway explains the recurring work Guestsmiths can manage, what stays under your authority and what the monthly service costs.
DISCIPLINE • WORKFLOWS • SOP • ESCALATION PATHS • DOCUMENTATION • FOLLOW-THROUGH • DISCIPLINE • WORKFLOWS • SOP • ESCALATION PATHS • DOCUMENTATION • FOLLOW-THROUGH
THE OPERATING PRESSURE
Too many important details depend on you remembering to follow up.
Before Guestsmiths
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Guest messages interrupt the work happening on site
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Atendee questions are scattered across channels
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Important folow-ups live in someone's inbox
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Owners chase unresolved issues mannually
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Event changes are difficult to track
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Templates and work instructions become outdated
With Guestsmiths
Communication has owner
Routine questions follow approved guidance
Requests that need approval reach the right decision-maker
Unresolved requests/issues are tracked with a clear next step
Important information stays organized
Owners receive clear operational visibility
THE OPERATING PRESSURE
A managed service for recurring communication and coordination work
Communication ownership
We monitor and manage approved guest or attendee channels during agreed coverage windows.
Organized follow-through
We record service requests, questions, decisions and unresolved work so they do not disappear after being forwarded.
Rule-based escalation
Sensitive or decision-required issues are sent to the correct client owner rather than guessed at.
Current service information
We maintain approved templates, FAQs, property notes, event details and workflow instructions.
Clear visibility
We provide agreed reports, summaries, trackers and status views so clients can see what needs attention.
HOW IT WORKS
Clear rules before service begins
1
Fit Call
We determine whether Guestsmiths matches your business and current pressure points.
2
Operations Review
We review communication channels, recurring workload, systems, volume and escalation needs.
3
Rules and Scope
We document approve workflows, access, responsibilities, coverage and decision boundaries.
4
Setup and Soft Launch
We configure the account, test the workflow and confirm readiness.
5
Manages Service and Reporting
Guestsmiths performs the agreed service and provides visibility defined in the Statement of Work.
MANAGED SERVICE DIFFERENCE
More structured than hiring a general virtual
assistant
Hiring a general assistant may require you to:
— Recruit
— Train
— Document the role
— Supervise daily work
— Review quality
— Arrange backup coverage
— Maintain workflows
With Guestsmiths
Defined service scope
Guestsmiths-managed workflows
Account-specific training
Approved response guidance
Documentation standards
Internal quality review
Escalation and handoff controls
FOUNDER TRUST
Built from hospitality and customer-
service experience
Rikka McDonald founded Guestsmiths to give small hospitality and event businesses a more structured way to manage communication and operational follow-through.
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Her background includes hotel experience in both the Philippines and the United States, a year-long J-1 Hospitality Management Internship at Hyatt Regency Boston, several years of experience in food and beverage operations, and event operations experience at a U.S. state university.
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Rikka earned a degree in Hospitality Management from the University of St. La Salle in the
Philippines, where she attended on a full scholarship.