Basic Call Answering

Guestsmiths answers approved incoming calls during the agreed coverage window using your documented property information, approved scripts, and escalation rules.

​

This is for basic guest questions, simple routing, call intake, and message documentation. It is not unlimited phone coverage. Call volume, call types, coverage window, and escalation rules are confirmed in the Statement of Work.

Guestsmiths answers approved guest calls during agreed coverage windows, documents key details, and routes anything outside the approved script to the right contact.

Guest Inbox Ownership

Guestsmiths monitors approved guest-facing inboxes and messaging channels, responds to routine questions using approved templates, logs non-routine issues, and routes exceptions to the correct hotel contact.

​

This is the core guest communication module. It keeps guest messages from piling up, helps reduce missed follow-ups, and makes sure open issues have an owner and next step.

We help manage your guest inboxes so routine questions are answered, service requests are captured, and anything needing a decision is routed to the right person.

Lifecycle Guest Messaging

Guestsmiths helps send and monitor approved pre-stay, in-stay, and post-stay messages.

​

This can include arrival reminders, check-in instructions, in-stay check-ins, post-stay follow-ups, and approved guest communication sequences. The goal is to reduce repetitive questions, create a more consistent guest experience, and surface issues earlier.

We help keep guests informed before, during, and after their stay with approved messages that reduce confusion and improve follow-through.

SOP and Template Stewardship

Guestsmiths helps maintain your approved response templates, guest communication references, property instructions, escalation notes, and internal answer bank.

​

This keeps your guest communication consistent and reduces the risk of different people giving different answers. Guestsmiths may draft updates when recurring questions or gaps appear, but client approval is required before publishing changes that affect guest-facing policy or approved language.

We help keep your guest communication templates and property instructions organized, current, and aligned with your brand.

Review Request Support

Guestsmiths helps send approved review-request messages on a limited weekly schedule.

​

This module supports reputation-building follow-up without making promises about ratings, review volume, or guest outcomes. Guestsmiths does not guarantee reviews or ratings.

We help send approved review-request follow-ups so satisfied guests are reminded to share their experience.

Basic Monthly Activity Summary

You receive a simple summary of guest communication activity, open items, and notable patterns so you can see what was handled and what needs your attention.