1 

Moderate Phone Coverage

Guestsmiths provides phone coverage during agreed service windows, subject to written call-volume assumptions, call types, escalation rules, and service boundaries.

​

This is broader than basic call answering, but it is still not unlimited call-center support. The SOW must define what calls Guestsmiths handles, what calls are routed, and what calls require client approval.

Guestsmiths provides structured phone support during agreed coverage windows, with call types, volume assumptions, and escalation rules confirmed before launch.

2

Guest Inbox Ownership

Guestsmiths monitors approved inboxes and guest messaging channels, answers routine inquiries, logs guest issues, and routes exceptions through the approved escalation path.

​

In this tier, inbox ownership is paired with stronger tracking, service recovery routing, and reporting.

We help manage guest-facing messages, keep open issues from slipping through the cracks, and route decision-needed items to the right person.

3

Lifecycle Guest Messaging

Guestsmiths helps manage approved pre-arrival, in-stay, and post-stay communication.

​

This creates more consistent guest touchpoints and helps reduce repetitive questions around arrival instructions, property details, policies, amenities, and post-stay feedback.

We help guests receive the right information at the right stage of the stay, using approved templates and your brand voice.

4

PMS Alignment, Non-Financial / Ops-Ready Reservations

Guestsmiths helps review and update approved non-financial reservation details, operational notes, arrival-time details, guest requests, special-request flags, and other permitted fields.

​

This is not payment processing, penalty enforcement, refund handling, or financial adjustment authority. Non-financial PMS alignment for operational reservation readiness, including daily arrival review, non-financial field validation, special request review, tagging, and escalation of unclear requests.

We help keep approved non-financial reservation details and guest-request notes organized so your on-site team is better prepared before arrival.

5

Service Recovery Routing

Guestsmiths helps identify complaints, unresolved guest issues, service-sensitive situations, and guest frustration patterns, then routes them to the correct on-site owner with clear notes, status, and next-step tracking.

​

This is about documentation, routing, and follow-through.

Guestsmiths does not decide compensation, refunds, policy exceptions, legal responses, or safety-sensitive outcomes.

When guest issues arise, we help document what happened, route it to the right owner, and keep the follow-up from disappearing.

6

SOP and Template Stewardship

Guestsmiths helps maintain approved templates, property references, escalation rules, guest-facing response language, and internal answer banks.

​

This helps communication stay consistent as guest questions, policies, seasonal details, or property operations change.

We help keep your guest communication playbook current, approved, and easier for everyone to follow.

7

Review Request Support

Guestsmiths sends approved review-request messages on a limited weekly schedule and tracks related activity.

​

This supports reputation follow-up, but it does not guarantee review volume, review ratings, or platform outcomes.

We help prompt satisfied guests to leave feedback through approved follow-up messages.

8

OTA Hygiene Checks

Guestsmiths performs weekly checks of approved OTA-facing information and flags outdated, inconsistent, incomplete, or confusing details for client review.

​

This may include noting discrepancies in amenities, descriptions, policies, check-in information, photos, or guest-facing details. Guestsmiths does not change public listings, pricing, availability, cancellation terms, or policies without approval.

We help spot outdated or inconsistent OTA information before it creates guest confusion.

9

Weekly Reputation and Guest Experience Snapshot

Guestsmiths provides a weekly summary of notable guest issues, review themes, repeated questions, service friction, and items needing attention.

We will provide a simple operating view of what guests are asking, where confusion is happening, and which issues are repeating.

You receive a weekly guest-experience snapshot showing what came up, what was routed, and what may need attention.

10

Operational Visibility Dashboard

Guestsmiths maintains a simple operational board showing open items, escalations, pending decisions, owner assignments, overdue items, and follow-through status.

​

The SOP describes this module as a live view of open issues, escalations, unowned items, decision-needed items, and operational trends.

We help give you visibility into open guest issues, pending decisions, escalations, and follow-through status.

11

Reputation Monitoring and Draft Response Support

Guestsmiths monitors approved review channels and may draft response language for client approval.

​

This is not reputation repair, review manipulation, or guaranteed rating improvement. Guestsmiths should not post sensitive public responses unless that authority is clearly approved in the SOW.

We help monitor review activity and draft thoughtful response language for your approval.

12

Quarterly Seasonal Guest-Friction Refresh

Guestsmiths reviews recurring guest questions, complaints, confusion points, and seasonal friction patterns, then recommends updates to templates, SOPs, FAQs, guest messages, or escalation rules.

​

The goal is to make the guest experience smoother over time, not just answer the same problems repeatedly.

Each quarter, we review recurring guest friction and recommend practical updates to improve communication and reduce repeat issues.

13

Group Block Coordination, If Scoped

For properties that manage weddings, retreats, conferences, or group stays, Guestsmiths can help track approved rooming-list details, guest questions, deadlines, and coordination items.

​

Guestsmiths does not make inventory, pricing, contract, cancellation, deposit, attrition, or policy decisions.

For group stays, we can help organize rooming-list details, guest questions, and coordination follow-up when included in your SOW.

14

Vendor Scheduling and Confirmations, If Scoped

Guestsmiths can help confirm approved vendor appointments, document status updates, and route vendor-related questions.

​

Guestsmiths does not authorize spending, dispatch unapproved vendors, negotiate vendor agreements, or make maintenance decisions.

We can help confirm approved vendor appointments and document status updates without taking over vendor authority.