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 before any review is written, 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. Beside it is an imagined preview of the review the guest might write, in German: "Two stars. Nobody cared at midnight."
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, and the imagined review on the wall is replaced by the real one.
The counter shows $310,000 to $480,000 of revenue protected this month.
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 and synthetic ghost reviews, a night-desk wall with a prevented-reviews 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
