Fix Before Checkout
Catch the unhappy guest in-house, fix it, and have them confirm before departure.
The job
Solves guests' problems during their stay, with the guest confirming the fix before checkout, and shows the owner what those rescues are worth.
The moment
At 23:55 the hotel's board shows a noise complaint from room 812, with checkout in 9 hours.
The duty manager moves the guest to another room. The follow-up check at 00:40 comes back "perfect, thank you".
Next day the guest's survey scores ten out of ten, saying the problem was fixed in fifteen minutes.
The monthly rescue ledger shows $310,000 to $480,000 of revenue protected this month, based on the gap in review scores between rescued and unrescued guests.
What it does
- Assign team
- Mark fixed and start guest check
- Reopen and page duty manager
- Log or approve a recovery gesture
- Send monthly rescue ledger
What you see
In-house board with checkout countdowns, a night-desk wall with a rescues ticker, and a monthly rescue ledger
What it moves
The share of in-stay problems the guest confirms fixed before checkout, and the gap in review scores between rescued and unrescued guests, priced as revenue protected in dollars.
Built for
- Citizens & customers
- Contact-centre operations
